Cisco Unity Express (UE) Auto Attendant Sample Script: Basic Office Hours Menu

March 29, 2004 Cisco Systems Inc.

Table of Contents 1 Introduction.....................................................................................................................2

1.1 Sample Script Overview...................................................................................................................2

2 Package Contents............................................................................................................2
2.1 Script Files........................................................................................................................................3 2.2 Prompt Files......................................................................................................................................3

3 Main Script: S1_Main-OfficeHours.aef........................................................................3

3.1 Script Content...................................................................................................................................3 3.2 Variables...........................................................................................................................................4 3.3 Prompt Content.................................................................................................................................4

4 Dial by Extension Subflow: S1_DialbyExtension.aef..................................................4

4.1 Script Content...................................................................................................................................4 4.2 Variables...........................................................................................................................................5 4.3 Prompts.............................................................................................................................................5

5 Transfer to the Receptionist Subflow: S1_XfertoOper.aef.........................................5

5.1 Script Content...................................................................................................................................5 5.2 Variables...........................................................................................................................................6 5.3 Prompts.............................................................................................................................................6

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1 Introduction
The sample script in this package illustrates how to configure a particular component of a fully developed AA application. Please use this script in conjunction with other sample scripts to build your complete AA application.

1.1

Sample Script Overview

This sample script illustrates the following aspects of AA operation: Office hours decisions (Day of Week and Time of Day branching) Dial by Extension Transfer a call to the receptionist Building a loop that repeats 3 times and then terminates in an error condition (S1_DialbyExtension.aef script) The Dial-by-Extension and Transfer functions are isolated in subflows (individual scripts called by the main script) so that these elements can be easily reused in other scripts. If the call arrives after hours, the office hours of the company are announced and the caller requested to call back later (this is done for simplicity only, please use other sample scripts to refine the treatment that may be offered to the caller in this situation). The high-level flow of this sample script is represented below:

Start
2 Package Contents
This package uses several script files and prompt files. The following sections specify those files that you must create and those that are predefined and come with the system.

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2.1

Script Files

This package contains the following user-defined script files: S1_Main-OfficeHours.aef S1_DialbyExtension.aef S1_XfertoOper.aef

2.2

Prompt Files

This sample script uses the following user-defined prompt files: S1_AfterHours S1_EnterExt S1_ExtBusy S1_Goodbye S1_InvalidExt S1_MainMenu S1_OperBusy S1_OperXfer S1_SystemProblems

3 Main Script: S1_Main-OfficeHours.aef

The following sections list the script steps, variables, and prompts required to configure the script. You must create the prompt .wav file(s) before initiating this script.

3.1

Script Content

Start /* S1_Main-OfficeHours.aef */ /* Basic Day-Of-Week and ... */ Accept (contact: --Triggering /* Office Hours check */ Day of Week Weekdays Time of Day Work hours Goto Main Menu After hours Goto After-hours Weekend Goto After-hours /* Main menu: Press 1 if ... */ Main Menu: Menu (contact: --Triggering Contact--, prompt: S1_MainMenu) Dial by Number Call Subflow -- S1_DialbyExtension.aef End Operator Call Subflow -- S1_XfertoOper.aef End Timeout Play Prompt (contact: --Triggering Contact--, prompt: S1_SystemProblems) Terminate (contact: --Triggering Contact--) End Unsuccessful Play Prompt (contact: --Triggering Contact--, prompt: S1_SystemProblems)

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Terminate (contact: --Triggering Contact--) End /* Present after hours msg ... */ After-hours: Play Prompt (contact: --Triggering Contact--, prompt: S1_AfterHours) Terminate (contact: --Triggering Contact--) End

3.2

Variables Name Type

com.cisco.prompt.Playable com.cisco.prompt.Playable com.cisco.prompt.Playable java.lang.String

Value
S1_MainMenu.wav S1_SystemProblems.wav S1_AfterHours.wav 0

S1_MainMenu S1_SystemProblems S1_AfterHours MainOperExt

3.3

Prompt Content Audio Content

Thank you for calling Widget Systems. Please press 1 if you know the extension of the person you wish to reach, or press 2 to speak with our receptionist. Were sorry, the system seems to be experiencing some problems right now. Please call back again at a later time. Our office hours are from 8:30 am to 5 pm Monday to Friday. Please call back during that time.

Prompt File Name

S1_MainMenu.wav S1_SystemProblems.wav S1_AfterHours.wav

4 Dial by Extension Subflow: S1_DialbyExtension.aef

4.1 Script Content

Start /* S1_DialbyExtension.aef */ tryagain: Get Digit String(contact: --Triggering Contact--, result digit string: extension) Successful Create Generated Prompt( telephone.number type, store in spelledprompt ) Implicit Confirmation (contact: --Triggering Contact--) No Goto tryagain Yes Call Redirect (contact: --Triggering Contact--, extension: extension) Successful End Busy Play Prompt (contact: --Triggering Contact--, prompt: S1_ExtBusy) Terminate (contact: --Triggering Contact--) End Invalid Play Prompt (contact: --Triggering Contact--, prompt: S1_InvalidExt) Decrement again If ( again == 0 ) Then True

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Play Prompt (contact: --Triggering Contact--, prompt: S1_SystemProblems) Terminate (contact: --Triggering Contact--) End False Goto tryagain Unsuccessful Play Prompt (contact: --Triggering Contact--, prompt: S1_InvalidExt) Play Prompt (contact: --Triggering Contact--, prompt: S1_Goodbye) Terminate (contact: --Triggering Contact--) End Timeout Play Prompt (contact: --Triggering Contact--, prompt: S1_SystemProblems) Terminate (contact: --Triggering Contact--) End Unsuccessful Play Prompt (contact: --Triggering Contact--, prompt: S1_SystemProblems) Terminate (contact: --Triggering Contact--) End

4.2

Variables Name Type

java.lang.String java.lang.Integer com.cisco.prompt.Playable com.cisco.prompt.Playable com.cisco.prompt.Playable com.cisco.prompt.Playable com.cisco.prompt.Playable com.cisco.prompt.Playable

Value
3 .. S1_ExtBusy.wav S1_InvalidExt.wav S1_SystemProblems.wav S1_Goodbye.wav S1_EnterExt.wav

extension again spelledprompt S1_ExtBusy S1_InvalidExt S1_SystemProblems S1_Goodbye S1_EnterExt

4.3

Prompts Audio Content

Please enter the extension. Sorry, this extension is busy right now. Please call back again at a later time. You have entered an invalid extension. Goodbye.

Prompt File Name

S1_EnterExt.wav S1_ExtBusy.wav S1_InvalidExt.wav S1_Goodbye.wav

5 Transfer to the Receptionist Subflow: S1_XfertoOper.aef

5.1 Script Content

Start /* S1_XfertoOper.aef */ Play Prompt (contact: --Triggering Contact--, prompt: S1_OperXfer) Call Redirect (contact: --Triggering Contact--, extension: OperExt) Successful End Busy Set condition = true

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Invalid Play Prompt (contact: --Triggering Contact--, prompt: S1_SystemProblems) Terminate (contact: --Triggering Contact--) End Unsuccessful Set condition = false Create Conditional Prompt (store in OperNotAvail) Play Prompt (contact: --Triggering Contact--, prompt: OperNotAvail) Terminate (contact: --Triggering Contact--) End

5.2

Variables Name

Type
com.cisco.prompt.Playable java.lang.String com.cisco.prompt.Playable com.cisco.prompt.Playable java.lang.Boolean com.cisco.prompt.Playable

Value
S1_OperXfer.wav 0 S1_SystemProblems.wav .. true S1_OperBusy.wav

S1_OperXfer OperExt S1_SystemProblems OperNotAvail condition S1_OperBusy

5.3

Prompts Audio Content

Transferring to the receptionist. The receptionist is busy on another call right now. Please call back again at a later time. Were sorry, the system seems to be experiencing some problems right now. Please call back again at a later time.

Prompt File Name

S1_OperXfer.wav S1_OperBusy.wav S1_SystemProblems.wav

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