Cisco Applications Configuration

The Unified CCX system uses applications to interact with contacts and perform a wide variety of functions,
such as prompting callers for information, transferring calls, and providing information to callers.
To configure Unified CCX applications, you must complete the following tasks:
• Provision telephony and media resources (see Telephony and Media Provision)
• Provision your Unified CCX subsystem, if required (see Provision of Unified CCX)
• Provision additional subsystems, if required (see Provision of Additional Subsystems)

The following sections describe how to configure applications and make them available to the Unified CCX
system.
• About Unified CCX Applications, on page 1
• Application Triggers, on page 6
• Script Management, on page 10

About Unified CCX Applications

The Unified CCX system uses applications to interact with contacts and perform a wide variety of functions.

Note Unified CCX licenses you purchase and install determine the applications available on your system.

Unified CCX provides the following application types:

• Script
• Busy
• Ring-No-Answer

Configure Script Applications

The Unified CCX script applications are applications based on scripts created in the Unified CCX Editor.
These applications come with every Unified CCX system and execute scripts created in the Unified CCX
Editor.

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Add New Cisco Script Application

Use the Unified CCX Editor to create scripts that direct the Unified CCX system to automatically answer
calls and other types of contacts, prompt callers for information, accept caller input, queue calls, distribute
calls to available agents, place outbound calls, respond to HTTP requests, and send email messages.

Note The Unified CCX system includes a number of sample scripts. For a description of these sample scripts, and
for more information on creating scripts with the Unified CCX Editor, see the Cisco Unified Contact Center
Express Getting Started with Scripts. In addition, a script repository is available at
https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html.
This repository provides some examples of scripting techniques that can leverage Unified CCX abilities.

Cisco script applications can make use of many components, such as scripts, prerecorded prompts, grammars,
languages, locales, and custom Java classes.

Tip Upload these components to the repository before you configure a Cisco script application that uses them.

Depending on your particular Unified CCX implementation, you may need to perform most or all of the
following tasks to configure a Cisco script application:
• Manage scripts—Cisco script applications are based on scripts that you must upload to the repository
and make available to the Unified CCX system.
• Manage prompts—Many applications make use of prerecorded prompts, stored as .wav files, which are
played back to callers to provide information and elicit caller response. You must upload these .wav files
to the repository and make them available to the Unified CCX system.
• Install grammars—The Unified CCX system uses specific grammars to recognize and respond to caller
response to prompts. You must store these grammars in a directory to make them available to the Unified
CCX system.
• Install customized Unified CCX languages—Language packs, such as American English, Canadian
French, and so on, are installed with Unified CCX. You install language packs in a directory accessible
by the Unified CCX system.
• Install Java files—In addition to the Java files automatically installed as part of the Unified CCX
installation process, you can install your own custom classes and Java Archive (JAR) files to customize
the performance of your Unified CCX system.
• Add a Cisco script application—Scripts created in the Unified CCX Editor are used as the basis for Cisco
script applications.
• Add an application trigger—Triggers are specified signals that invoke application scripts in response to
incoming contacts. After adding a new Cisco script application, you need to add a trigger so that this
application can respond to telephone calls and HTTP requests.

Add New Cisco Script Application

To add a new Cisco script application, complete the following steps:

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Add New Cisco Script Application

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Application Management.
The Application Management web page opens, displaying the details of any existing applications.

Step 2 Click Add New icon that is displayed in the tool bar in the upper left corner of the window or the Add New
button that is displayed at the bottom of the window.
The Add a New Application web page opens.

Step 3 From the Application Type drop-down menu, choose Cisco Script Application and click Next.
The Cisco Script Application configuration Web page opens.

Step 4 Specify the following fields:

Field Description

Name A name for the application. This is a mandatory field.

ID Accept the automatically-generated ID, or enter a unique ID. This is a mandatory field.
Note The Historical Reporting feature uses this ID to identify this application.

Maximum The maximum amount of simultaneous sessions (instances) that the application can
Number Of handle. This is a mandatory field.
Sessions

Script Note This field is available only for Cisco Script Application type. This is a
mandatory field.

Perform one of the following actions:

• Choose a script from the drop-down list to run the application. If the script contains
parameters, the parameters are displayed below the Script drop-down menu. Each
parameter has a check box, which enables you to override the default value for that
parameter. If you want to override the value, check the check box for that parameter.
Note All scripts under the default directory are listed in the drop-down list of the
Script field in the Cisco Script Application Configuration web page.

• Click Edit, enter the script name in the dialog box, and click OK. The User Prompt
dialog box closes, and the name you entered appears in the Script field.
Note If you enter the script name as a file URL, enter the value with double
backslashes (\\). For example, file://c:\\temp\\aa.aef

Description Use the Tab key to automatically populate this field.

Note For the Busy and Ring-No-Answer application types, this field is only visible
when you click Show More.

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Configure Busy Application

Field Description

Enabled Click the required radio button to accept (Yes = default) or reject (No)
Note For the Busy and Ring-No-Answer application types, this field is only visible
when you click Show More.

Default Script Note This field is available only for Cisco Script Application type.

The default script executes when an error occurs with the configured script application
that causes it to abort.
Perform one of the following actions:
• Choose a script from the drop-down list to run the application. If a Default Script
is not defined, the internal system default is executed.
• Click Edit, specify a script in the dialog box that appears, and click OK.

Step 5 Click Add.

The Cisco Script Application page refreshes, the Add New Trigger hyperlink appears in the left navigation
bar, and the following message is displayed in the status bar on top:
The operation has been executed successfully.
Click Back to Application List icon or button to view the list of existing applications.

Step 6 Add a trigger for the application.

Configure Busy Application

The Cisco Busy application comes with each Unified CCX system. This application returns a busy signal
when a call reaches a Computer Telephony Interface (CTI) route point and the extension is busy.

Before you begin

To configure the Busy application, you will need to perform the following tasks:
• Add the Busy application.
• Add a Unified CM Telephony trigger to the Busy application. The Busy application is activated when it
is triggered by a Unified CM Telephony trigger. The Busy application does not support HTTP triggers.
To configure the Unified CCX server with the Busy application, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Application Management.
The Application Management web page opens, displaying the details of existing applications, if any.

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Configure Ring-No-Answer Application

Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New
button that is displayed at the bottom of the window.
The Add a New Application web page opens.

Step 3 From the Application Type drop-down menu, choose Busy, and then click Next.
The Busy Application Configuration web page appears.

Step 4 Specify the following fields:

Field Description

Name A name for the application. This is a mandatory field.

ID Accept the automatically-generated ID, or enter a unique ID. This is a mandatory

field.
Note The Historical Reporting feature uses this ID to identify this application.

Maximum Number Of The maximum amount of simultaneous sessions (instances) that the application can
Sessions handle.

The following fields are displayed only on click of Show More button.

Description Use the Tab key to automatically populate this field.

Enabled Click the required radio button to accept - Yes (the default).

Step 5 Click Add.

The Busy web page refreshes, the Add New Trigger hyperlink appears in the left navigation bar, and the
following message is displayed in the status bar on top:
The operation has been executed successfully
Step 6 Add a trigger for the application.

Configure Ring-No-Answer Application

The Cisco Ring-No-Answer application comes with each Unified CCX system. This application returns a
ring tone signal when a call reaches a CTI route point.

Before you begin

To configure the Ring-No-Answer application, you will need to perform the following tasks:
• Add the Ring-No-Answer application.
• Add a Unified CM Telephony trigger to the Ring-No-Answer application. The Ring-No-Answer application
is activated when it is triggered by a Unified CM Telephony trigger.

To configure the Unified CCX server with the Ring-No-Answer application, complete the following steps:

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Application Triggers

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Application Management.
The Application Management web page opens, displaying the details of existing applications, if any.

Step 2 Click Add New icon that is displayed in the tool bar in the upper, left corner of the window or the Add New
button that is displayed at the bottom of the window.
Step 3 From the Application Type drop-down menu, choose Ring-No-Answer, and then click Next.
The Ring-No-Answer web page opens.

Step 4 Specify the following fields.

Field Description

Name A name for the application. This is a mandatory field.

ID Accept the automatically-generated ID, or enter a unique ID. This is a mandatory

field.
Note The Historical Reporting feature uses this ID to identify this application.

Maximum Number Of The maximum amount of simultaneous sessions (instances) that the application can
Sessions handle. This is a mandatory field.

The following fields are displayed only when you click the Show More button:

Description Use the Tab key to automatically populate this field.

Enabled Click the required radio button to accept - Yes (the default).

Step 5 Click Add.

The Ring-No-Answer web page refreshes, the Add New Trigger hyperlink appears in the left navigation bar,
and the following message is displayed in the status bar on top:
The operation has been executed successfully
Step 6 Add a trigger for the application.

Application Triggers
After adding a new Cisco application, you need to add one or more triggers so that the application can respond
to Unified CM Telephony calls and HTTP requests.
Triggers are specified signals that invoke application scripts in response to incoming contacts. The Unified
CCX system uses Unified CM Telephony triggers to trigger responses to telephone calls and HTTP triggers
to respond to HTTP requests.
You can use either of the below two methods to add a trigger to an application:
• Add the trigger from the Cisco Application web page or add the trigger from the Unified CM Telephony.

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Unified CM Telephony Trigger

• HTTP Triggers web pages available from the Subsystem menu.

Unified CM Telephony Trigger

You must add Unified CM Telephony triggers to invoke Cisco applications in response to incoming contacts.
A Unified CM Telephony trigger responds to calls that arrive on a specific route point by selecting telephony
and media resources to serve the call and invoking an application script to handle the call.

Add Unified CM Telephony Triggers from Application Web Page

To add a Unified CM Telephony trigger directly from the Cisco Application Configuration web page, complete
the following steps.

Procedure

Step 1 From the configuration web page for the application you want to add a trigger for, click Add New Trigger.
The Add a New Trigger window opens.

Step 2 From the Trigger Type drop-down menu, choose Unified CM Telephony and click Next.
The Unified CM Telephony Trigger Configuration window opens.

Step 3 Follow the procedure described in Add Unified CM Telephony Trigger.

Related Topics
Add Unified CM Telephony Trigger

Add Unified CM Telephony Triggers from Unified CCX

To add a Unified CM Telephony trigger to an application from the Unified CM Telephony subsystem, complete
the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > Unified CM Telephony > Triggers.
The Unified CM Telephony Trigger Configuration summary web page opens.

Step 2 Click the Add New icon that is displayed in the tool bar in the upper, left corner of the window or the Add
New button that is displayed at the bottom of the window.
Step 3 The Cisco Unified CM Telephony Trigger Configuration web page opens. Follow the procedure described
in Add Unified CM Telephony Trigger (Steps 3 and 4) for detailed instructions on adding and configuring a
Unified CM Telephony trigger.
Note For triggers created in Unified CCX, Unified CM will always show the IPv4 Address of the CTI
Route point, as the IP address is of the primary node or the first node in the Unified CCX cluster.

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HTTP Trigger Provision

Related Topics
Add Unified CM Telephony Trigger

HTTP Trigger Provision

A Cisco application can be used to handle HTTP requests when the Unified CCX system is provisioned with
an HTTP trigger.

Note HTTP/HTTPS triggers are available if your system has a license installed for one of the following Cisco
product packages: Unified IP IVR or Unified CCX Premium.

An HTTP trigger is the relative URL a user enters into the client browser to start the application. You can
upload either eXtensible Style Language Transformation (XSLT) templates or Java Server Pages (JSP)
templates to serve as your HTTP trigger.
The following path is an example of an HTTP-triggered request (using the HTTP trigger name “/hello”):

http://www.appserver.acme.com:9080/hello

In this example, the URL starts the application with the HTTP trigger “/hello” on a web server running on
port 9080 with the host name www.appserver.acme.com.
You can add the HTTP trigger from the Cisco Script Application web page or add the trigger from the HTTP
subsystem.

Add HTTP Trigger from Application Web Page

To add an HTTP trigger directly from a Cisco Application Configuration web page, complete the following
steps.

Procedure

Step 1 From the configuration web page for the application you want to add a trigger for, click Add New Trigger
hyperlink.
The Add a New Trigger window opens.

Step 2 From the Trigger Type drop-down menu, select HTTP and click Next.
The HTTP Trigger Configuration window opens.

Step 3 Specify the following fields.

Field Description

URL The relative URL

For example:
/hello

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Add HTTP Trigger from HTTP Subsystem

Field Description

Language Perform one of the following actions:

• Choose a default language from the drop-down list.
• Click Edit, specify a default language in the dialog box that appears, and
click OK.

Maximum Number Of The maximum amount of simultaneous sessions that can be served by the
Sessions HTTP subsystem for this trigger.

Idle Timeout (in ms) Maximum amount of time (in milliseconds) that the system will wait to invoke
the application before rejecting a contact.

Enabled Click the required radio button to accept - Yes (the default).
Note If you disable the trigger, the user receives an error message when
browsing to the defined trigger URL.

Step 4 Click Add.

The Cisco Application Configuration web page appears, and the URL of the HTTP trigger appears on the
navigation bar.

Step 5 Test the trigger by entering the URL you just configured in the address bar of your browser.
For example,
/hello

The browser should display “hello”.

Add HTTP Trigger from HTTP Subsystem

To configure a HTTP trigger from the HTTP subsystem, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > HTTP.
The HTTP Trigger Configuration web page opens.

Step 2 Click the Add New icon that is displayed in the tool bar in the upper, left corner of the window or the Add
New button that is displayed at the bottom of the window.
The HTTP Trigger Configuration window opens.

Step 3 Specify the following mandatory fields.

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Script Management

Field Description

URL The relative URL.

For example:
/hello

Language Perform one of the following actions:

• Choose a default language from the drop-down list.
• Click Edit, specify a default language in the dialog box that appears,
and click OK.

Application Name Choose the name of the application from the drop-down list.

Maximum Number Of The maximum amount of simultaneous sessions that can be served by the
Sessions HTTP subsystem for this trigger.

Idle Timeout (in ms) Maximum amount of time (in milliseconds) that the system will wait to invoke
the application before rejecting a contact.

Enabled Click the required radio button to accept - Yes (the default)
Note If you disable the trigger, the user receives an error message when
browsing to the defined trigger URL.

Step 4 Click Add.

The Cisco Application Configuration web page appears, and the URL of the HTTP trigger appears on the
navigation bar.

Step 5 To test the trigger, enter the URL you just configured in the address bar of your browser.
For example,
/hello

The browser should display “hello”.

Script Management
Scripts are created with the Unified CCX Editor, and can perform a wide variety of functions. For example,
scripts can prompt callers for extension numbers to transfer calls, place callers in a queue and route calls to
available agents, and place outbound calls.
The Script Management option of the Applications menu of the Unified CCX Administration web interface
contains options for managing and refreshing Unified CCX scripts that are stored in the repository.

Note Your Unified CCX system includes sample scripts stored as .aef files.

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Upload New Scripts

Caution If a large number of VRU scripts are configured for your system, the Upload a New Script and Refresh
Scripts operations can take a long time to complete. These tasks can also result in high CPU utilization.

Upload New Scripts

To make a script available for use as a Unified CCX application, you must first upload the script to the
repository. In Unified CCX Release 4.5 and later, uploaded scripts are stored in the Repository Datastore
(RDS) database, along with prompts, grammars, and documents files. Prior to Release 4.5, the RDS database
only contained the prompts, grammars, and documents files. The scripts can also be grouped into folders and
subfolders. When user scripts are uploaded into repository, they get synchronized to local disk and are accessed
from there.
To upload a script to the repository, complete the following steps:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script Management.
The Script Management page opens.
Note The Script Management page allows you to only work with user scripts; it does not have
language-based directories.

The following table describes the available columns on the Script Management web page.

Field Description

Folder Path The level of the directory that is currently selected in the folder drop-down list.

Name The name of the script.

Note Click the icon in front of the script name to download the script file.

Size The size of the script file prefixed with KB. The file size is converted from bytes to
KB.
Note This column is usually blank on the root page as the items on this page
are usually folders.

Date Modified The date and time when the document was last uploaded or changed along with time
zone.

Modified by The user ID of the person who performed these modifications.

Delete To delete the corresponding folder.

Caution When you delete a folder, you permanently remove it from the repository
and make it unavailable to the Unified CCX system.

Rename To rename the required subfolder within the default folder.

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Download Script File

Field Description

Refresh To refresh the corresponding script.

Step 2 Click Upload New Scripts icon that is displayed in the tool bar in the upper, left corner of the window or the
Upload New Scripts button that is displayed at the bottom of the window.
The Upload Script dialog box opens.

Step 3 To locate the script, click Browse button next to the File Name field, navigate to the directory in which the
scripts are located, select a script, and click Open.
The script path for the profile appears in the File Name field.

Step 4 Click Upload to upload the script to the repository.

A window opens, informing you that the script was successfully uploaded.
You are now ready to manage any existing scripts shown in the Script Management page (if necessary) or
add prompts that may be useful to your applications.

Download Script File

To view or download a script file, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script Management.
The Script Management page opens to display the contents of the default folder.

Step 2 Click the Download Script icon that appears before the Name of the script file you want to view or download.
The File Download dialog box opens.

Step 3 Perform one of the following tasks:

a) To view the script file, click Open.
The script file opens in the Unified CCX Editor.
b) To download the script file, click Save, and then follow the prompts to choose a directory and file name
for the script file.
The file is saved to the specified directory.

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Refresh Scripts

Refresh Scripts

Caution If a large number of VRU scripts are configured for your system, the Upload a New Script and Refresh
Scripts operations can take a long time to complete. These tasks can also result in high CPU utilization.

When you make changes to a script, you must refresh the script to direct all the applications and subsystems
that use this script to reload the new version. There are two script refresh options:
• Refresh Scripts Individually, on page 13
• Refresh Bulk Scripts, on page 13

Refresh Scripts Individually

To refresh an individual script on the Unified CCX server from the repository (RDS), complete the following
steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script Management.
The Script Management page opens to display the contents of the default folder.

Step 2 In the row that contains the script, click Refresh icon.
The script information refreshes and the Script Management page reappears.

Refresh Bulk Scripts

Note Support for high availability and remote servers is available only in multiple-server deployments.

Bulk scripts refers to multiple .aef script files within one .zip file.

Note This option is available only when you upload .zip files. You will see the option to refresh scripts after the
selected file is uploaded successfully.

To refresh all scripts (within a zip file) with one command, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script Management.
The Script Management page opens to display the contents of the default folder.

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Rename Script or Folder

Step 2 Click the Upload New Scripts icon or button.

The Upload Script dialog box opens.

Step 3 To locate the script, click the Browse button next to the File Name field, navigate to the directory in which
the scripts are located, select a file, and click Open. The script path for the profile appears in the File Name
field.
Tip You can only upload .zip files containing .aef files. The total size of the.zip file cannot exceed 20
MB.

Step 4 Click Upload to upload the script to the repository.

A window opens, informing you that the script upload succeeded.

Step 5 Click Refresh icon in the Script Management page.

The Script Management web page opens, giving you the option of refreshing the script and the applications
that reference it, or just refreshing the script.

Step 6 Specify one of the following options:

• If you want all applications and subsystems that reference the script (in the repository) to use the new
version, click Yes.
• If you only want to refresh the scripts, click No.
• If you want to cancel the operation, click Cancel.

The script information refreshes and the Script Management page reappears to display the newly loaded .zip
file.

Rename Script or Folder

To rename a script or folder, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script Management.
The Script Management page opens to display the contents of the default folder.

Step 2 Click Rename icon for the folder or script that you want to rename. A dialog box opens displaying the name
of the selected folder or script.
Step 3 Enter a new name for this folder or script in the text box.
Step 4 Click Rename button.
The dialog box refreshes to state that the folder was successfully renamed.

Step 5 Click Return to Script Management button.

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Delete Script or Folder

The dialog box closes and the default folder's updated Script Management page displays the new script
name.

Delete Script or Folder

When you delete a script or a folder, you remove it permanently from the repository.
To delete a script or folder, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script Management.
The Script Management page opens to display the contents of the default folder.

Step 2 To delete a folder, click Delete icon for the folder or script that you want to delete.
A dialog box opens to confirm your action on the selected script or folder.

Step 3 Click OK.

The dialog box closes and the default folder's updated Script Management page refreshes to display the
updated list of folders and scripts.

Sample Scripts
Your Unified CCX system includes sample scripts stored as .aef files. These scripts have been built using
Unified CCX Editor steps, including prerecorded prompts. You can use these scripts to create applications
without performing any script development, or you can use these scripts as models for your own customized
scripts.

Note The included scripts are bundled with the Unified CCX system only as samples; they are not supported by
Cisco. For more information on these sample scripts, see the Cisco Unified Contact Center Express Getting
Started with Scripts.

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Sample Scripts

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