[cisco-voip] UCCX script question

[Terry Oakley]

Thanks Ray.  Some very good examples and some great assistance.   Thank you.

From: Ray Maslanka [mailto:ray.maslanka at gmail.com]
Sent: December 31, 2016 12:35 PM
To: Terry Oakley <Terry.Oakley at rdc.ab.ca>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX script question

Terry,
You can find good examples of scripts that will help you with this in Cisco's script repository.  You can download what I believe is the latest here: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/script_repository_902.zip
Check out the BaseLinePrompt.aef script as an example of a way to allow users the ability to record prompts via a TUI.  You can give users the ability to record and / or rerecord a prompt that's referenced in your script over the phone as necessary (i.e.  "email is down" vs. "internet is down", etc.) without a UCCX administrator's assistance.
Then you can use the logic found in the sample emergency.aef and emergencyCheck.aef scripts to allow the same TUI user to indicate that that newly recorded "emergency" prompt should be played, rather than your normal "all services are working" prompt.
Hope that helps.
Ray Maslanka

On Sat, Dec 31, 2016 at 12:19 AM, Terry Oakley <Terry.Oakley at rdc.ab.ca<mailto:Terry.Oakley at rdc.ab.ca>> wrote:
Does anyone have an example of a UCCX script that has the ability for a call centre or service desk to change a prompt?

An example would be based on our ServiceDesk wanting to change the welcome prompt to inform the caller that ‘all services are working’ to ‘email is down’ etc.   I was hoping that someone would have an example of a script that would allow the call centre staff to change the script without having to load prompts or edit the script.

Thanks

Terry

Terry Oakley
Telecommunications Coordinator | Information Technology Services
Red Deer College |100 College Blvd. | Box 5005 | Red Deer | Alberta | T4N 5H5
work (403) 342-3521   |  FAX (403) 343-4034<tel:(403)%20343-4034>


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