UCCX Script Editor Confirmation
The Cisco UCCX Script Editor offers many configurable steps for controlling call flow, including IVR functionality that uses ASR and TTS. Some of the predefined scripting steps, however, do not work well with Capacity Private Cloud (or with some other ASR providers). This article describes alternate steps that deliver the same Explicit and Implicit Confirmation behavior and work reliably with the platform's ASR.
Explicit Confirmation
An Explicit Confirmation step asks the caller to confirm the previous statement — a basic yes/no grammar. To do this without the UCCX Explicit Confirmation step, use the Simple Recognition step instead.
First, add a Grammar variable named ConfirmationGrammar, then create a Create Menu Grammar step. Fill in the Grammars/Tags as shown below. You can add further entries for alternate ways to say yes or no, but the Tags must be yes or no exclusively (case sensitive).
Add a Simple Recognition step. On the Filter tab, choose the ConfirmationGrammar variable for the Grammar (created above), then fill out the Tags/Connections as shown:
The branches of the Simple Recognition step then direct the script what to do for a yes or no response. For example:
In this example, a different TTS prompt is played back depending on the caller's input.
Note: The Create Menu Grammar step only needs to be done once, at the beginning of the script. The ConfirmationGrammar variable can then be reused multiple times later in the script.
Implicit Confirmation
Implicit Confirmation assumes that no response means yes. The steps above can be reused for implicit confirmation with only a few modifications.
On the Input tab of the Simple Recognition step, set the Timeout to a small value (usually 1 or 2 seconds) and — importantly — set Maximum Retries to 0.
Then, on the branches of the Simple Recognition step, use the Timeout branch as the action for implicit confirmation — that is, treat it the same as yes.
Note: As before, if you use implicit confirmation multiple times in a script, the Create Menu Grammar step only needs to be done once at the beginning. The ConfirmationGrammar variable can then be reused for either implicit or explicit confirmations.
For an example of how to install and run scripts in UCCX, see UCCX Simple Integration Test.
Example
The attachment below contains examples of both Explicit and Implicit confirmation, as described above, in .aef script format that can be loaded directly into your Cisco UCCX Script Editor.
| File | Size | Download |
|---|---|---|
| ConfirmationCodeSample.zip | 9.6 KB | Download file |
Related Articles
- Cisco UCCX — ASR/TTS integration setup for UCCX.
- UCCX Simple Integration Test
- UCCX Script Editor: Get Digits