Create a script with a number

What it is for

A script (also called IVR in the interface) is the number on which EasyUC answers calls itself. Callers dial the pilot number. In CUCM this number points to a CTI route point that EasyUC creates through AXL on saving. The media server of EasyUC registers at this route point through JTAPI, answers the call on a CTI port and plays announcements as G.711 audio.

What happens after answering is defined in the call flow (chapter "Call flow: all blocks"). If a script has no flow, EasyUC only speaks the greeting text and then hangs up. A script is also the prerequisite for a queue of the attendant console: every queue is fed by exactly one script.

A script can be reachable through Microsoft Teams in addition or exclusively. There is a separate chapter for this.

Prerequisites

• Licence module acd. The script list can also be reached with the module teams (then under EasyUC Teams → Teams → IVR Scripts), because scripts also serve Teams calls.
• Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_SCRIPTS to view, also ROLE_APP_ACD_SCRIPTS_EDIT to change. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
• For a CUCM number: a working CUCM connection with AXL access and a configured CTI application user (chapter "Call Control Groups and CTI ports").
• At least one Call Control Group with registered CTI ports. Without a free port EasyUC cannot answer the call.
• A free number in the number plan of the location. The partition of the number must be reachable for callers.

Step by step: Create a script with a CUCM number

1. Switch to the workspace Calling Features at the top.
2. In the menu Calls, open the item Calling Features. The list shows all existing scripts.
3. Click Create IVR.
4. Under Name, enter a descriptive name, for example Zentrale.
5. Leave the selection CUCM number at Reachable via. The field appears only if CUCM and Teams are present.
6. Next to Number, click Number plan.
7. Select the location and, if offered, the Range. If required, narrow down the list with Filter.
8. Click Load free numbers and then the number you want. The number and its Partition are taken over.
9. Under Greeting text (spoken by AI), enter the greeting text. It is spoken only as long as the script has no call flow.
10. Select Language, Voice gender and Voice. These values are the default for all speech blocks of the flow.
11. Under Call Control Group, select the group whose CTI ports are to hold the calls, or leave Auto — any free CTI port selected.
12. Leave IVR enabled switched on.
13. Click Save. EasyUC creates the CTI route point in CUCM. The message Script saved. confirms the operation.
14. Click Back to list and open the editor through the Call Flow icon to build the flow.

Step by step: Change or delete a script

1. Open the script list under Calling Features → Calls → Calling Features.
2. In the row of the script, click Edit, change the fields and click Save.
3. To delete, click Delete in the row and confirm the prompt. For a script with a CUCM number, the CTI route point in CUCM is removed as well.

Fields and options

Check the result and narrow down errors

• In the list, registered is shown after the number: the route point is registered with CUCM. Offline means that the media server has not registered the route point yet. In that case check the CTI application user and the assignment of the devices under Call Control Groups.
• Call the number from an internal phone. You hear the greeting text, then the call is hung up.
• Name und Nummer sind erforderlich. (name and number are required) One of the mandatory fields is missing.
• The CTI route point could not be created in CUCM with the message from CUCM: the script is saved, the route point is missing. Common causes are a number that is already assigned in the same partition or missing AXL rights. Fix the cause and save again.
• CUCM reports a problem with the CTI route point: as above, but when changing an existing script.
• Busy tone on the test call: the partition of the number is not in the Calling Search Space of the caller, or all CTI ports of the group are in use.
• Fehler beim Laden der IVRs. (error while loading the IVRs) The list could not be read. Reload the page and check the sign-in.