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1、Auto Attendant Menu ApplicationApplication Overview:The Auto Attendant Menu Script shows how to setup the basic menu and sub-menu levels for your customer. It will also show how to setup the interaction between this main script and the system applications that were discussed previously.With this scr
2、ipt we are going to cover the following options:1. Accepting calls2. Collecting basic information, such as caller ID and called number.3. Calling sub-routines, such as the holiday check and system state4. Setting up “Day of Week” and “Time of Day” steps5. Creating a menu and menu options, such as ca
3、ll redirects, sub-menus6. Basic Error checking with the Exception stepOperation Overview:This script is typically the main interface with your clients customers and should be thoroughly tested from end to end. As mentioned before, when designing a call flow it is best to document each step with the
4、customer using a program such as Microsofts Visio. This documentation allows your customer to better understand each step and to make sure the script is meeting all of their requirements. For a partner who is designing the call flow, it allows you to get a sign-off on the call flow to help alleviate
5、 changes and scope creep. The call flow documented in Figure 4.1 will be used as the menu options that will be configured throughout this script.Figure 4.1When designing your call flow, document each point where a prompt is needed. Label each prompt with a four digit prompt number that you will use
6、within your scripting. In Figure 4.1 there are five prompts that will need to be recorded. Below is an example of the verbiage for the five prompts based on the call flow.Example Prompts:1101 Thank you for calling Cisco Systems1102 For Pre-Sales, please press one; for Technical Support, please press
7、 two; for Contract Support, please press three; for Partner Support, please press four; for the operator, please press zero.1103 For Unified Communications, please press one; for Security, please press two; for Routers, please press three; for Switches, please press four; to return to the main menu,
8、 please press nine.1104 For a Network Down Emergency, please press one; for an Existing Case, please press two; for a New Case, please press three; to return to the main menu, please press nine.1105 You have reached us after normal business hours. Our normal hours are 6 AM to 6 PM Pacific Time Monda
9、y through Friday. Please call back during normal business hours.Technical Overview:At the end of this section is a complete script layout along with a description for each step and its functionality. A list of all the variables used in this script along with their values is listed below the script l
10、ayout.Editing the Auto Attendant Menu ScriptLaunching the CRS Editor1. Launch the CRS Editor program by Clicking on your Windows “Start” button and then highlight “Programs” then “Cisco CRS Developer” and then “Cisco CRS Editor”2. Login to the CRS Editor with your user ID (that has Administrator rig
11、hts to the CXXCCX Administration web site) password and CXXCCX Server name or IP Address. (Note: If you login in anonymously you will not be able to load your scripts directly to the repository or run a script in Debug Reactive Script mode (Great Troubleshooting Tool!).)3. Once the CRS Editor loads
12、Click on “File” and the “Open” and browse to the directory that has the script “BaseLineStdMenu.aef”.Auto Attendant Menu Script4. To expand all the branches of the script, click on any step and right click your mouse. Choose “Expand All” to see all the steps.5. The very first step of a script is alw
13、ays the “Start” step. Typically if your writing a script that will use a “Unified CM Telephony Trigger”, also known as a “Jtapi Trigger” the next step is Accept”. If the contact is a call, the caller hears ringing until the script reaches this step. If the contact is an HTTP request or an e-mail mes
14、sage, this step has no effect. 6. The third step in this script is an “On Exception Goto” step. Based on what exception you select, the system will check for that event throughout the playing of the script. If the event happens it will send it to the label defined in the properties of the “On Except
15、ion Goto” step. This exception is configured to check if the caller hangs up (ContactInactiveException) at any point in this script. If the caller hangs up the script will go to the label “ExceptionCIE”.7. Once it goes to the label “ExceptionCIE” the next step is “On Exception Clear”. The “On Exception Clear” step removes an exception set by a previous “On Exception Goto” step.8. Once we clear the exception the script plays a “Goto” step which sends the script to the “End” label. At that point the sc
