Guide to Configuring Auto Attendant in CUE with Editor Express
Cisco Unity Express (CUE) offers an integrated script editor that allows an administrator to easily create fully functioning auto attendant scripts using a convenient web interface. This article covers the requirements and process for setting up an Auto Attendant in CUE, followed by a step-by-step guide.
The process to configure an Auto Attendant in CUE is:
- Prepare the voice prompts. These must adhere to the following Cisco standards:
- G711Mu Law
- 8 Khz
- 8 bit
- Mono
- Upload the voice prompts to CUE
- Use Editor Express (the integrate script editing web GUI client) to create the auto attendant script
- Create a new IVR application
- Configure a dial-peer on CME to route calls to the IVR application (assuming CME is being used! I'd have to test this with CUCM)
Creating the voice prompts can be done with many commercial audio editing tools. I like Adobe Audition, even Windows Recorder works OK (in XP - Vista doesn't give you the option to save in the right format). I have used GoldWave extensively and can really vouch for its quality; it comes with a demo license that lets you do most of what you need to (for our requirements), and I'd highly recommend it.
This process takes up from uploading the prompts. First, select System > Prompts. A list of the prompts currently installed will be shown. Initially, this will only be the system prompts that are installed by default. All prompts that will be used by the Auto Attendant should be uploaded at this point.
When the prompts have been uploaded, the Script must be configured. Cisco Unity Express provides an integrated tool known as the "Express Editor", which provides a quick a simple method to create new Auto Attendants. In our example (see the screenshot below), we configure according to the following requirements:
- Option 0 or Option 9 delivers the caller to Reception (Extension # 9)
- Option 1 delivers the caller to a Hunt Group for Accounts, with Pilot 6001
- Option 2 delivers the caller to a Hunt Group for Sales, with pilot 6002
- Option 3 allows the caller to search the directory and dial by name
- Option 4 gives the caller the option to simply dial an extension to be connected
- Option 5 enters a sub-menu for IT, where callers have the option to leave a message (i.e., be transferred to the IT mailbox), or attempt to call the IT Hunt Group pilot 6006
All other key input alerts the user to an incorrect choice, and replays the previous menu. Some interesting points:
- The Express Editor limits the Administrator to a 2-level AA; in the example above, then, the IT group is the lowest sub-menu that can be entered. If more levels are required, a new AA must be used
- With respect to time of day message for business hours, messages are played according to specific schedules configured on CUE. This will be covered in another article, however suffice to say for the benefit of this article is that different groups can have different working hours, and therefore calls will be treated differently.
Once the script has been created, a new IVR application must be added. Note that an IVR license MUST be installed on the CUE before the application can be created and installed. The IVR application has the following characteristics:
- It must reference the created script
- A number for the AA must be configured
Once CUE has been setup, CME must have configuration to route the call for the AA number to the CUE module. Best practice is to usually assign a bulk of numbers (10) to CUE, so that new applications can be interactively created and assigned, with minimal work on the CME side.
dial-peer voice 8888 voip
destination-pattern 888.
session protocol sipv2
session target ipv4:192.168.255.98
dtmf-relay sip-notify
codec g711ulaw
no vad
Once this is complete, your new CUE AA should be operational.
Upload All Prompts Before Configuring Scripts
Select System > Scripts
Configure Script According to Requirements
Add New IVR (AA)
