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The Cisco IP/VC 3525 Video Gateway is equipped with an internal IVR system. IVR is an automated routing system that allows callers to use a keypad or keyboard to direct their calls to endpoints that are not assigned direct-dial numbers. The Video Gateway can use its internal IVR or it can use an external IVR. You specify the IVR system you want the
Video Gateway to use in the Miscellaneous Parameters dialog box in the Cisco IPVC Configuration Utility.
This chapter discusses the internal IVR. The topics discussed in this chapter are:
To use the internal IVR system, endpoints must satisfy the following requirements:
Once enabled, the internal IVR system is operational immediately without further configuration. It is invoked whenever a user places a conference call using the IVR operator prefix defined in the Miscellaneous Parameters dialog box in the Cisco IPVC Configuration Utility.
The internal IVR message utility is a proprietary file stored on the Flash memory of the Cisco IP/VC 3525 Video Gateway. The file contains four recorded messages. The default IVR message files are copied to the computer when you install the Cisco IPVC Message Recording Utility. You can use the utility to listen to the current messages, create new messages, replace messages in the IVR file, and upload the messages to Flash memory.
You can use the Cisco IPVC Message Recording Utility's Admin or Express Setup menus to change the IVR messages. Admin allows you to work with the recorded messages separately; Express Setup guides you through the complete change process from recording a message to uploading the final file to Flash memory. This chapter describes both. Detailed instructions for the individual steps in the process are provided in the Admin section.
You must have the following installed on the computer to review, change and upload the IVR Message:
The Cisco IP/VC IVR system use four messages to handle a call. These messages are played to the caller after the caller's endpoint makes contact with the IVR. The messages are separate .wav files and include:
The Cisco IPVC Message Recording Utility allows you to listen to individual message files included in the IVR system and to change messages the Video Gateway currently plays.
To start the Cisco I/VC Message Recording Utility click Start>Programs>Cisco IPVC Tools>IVR>IVR Cisco IPVC IVR Record Utiltiy. The Cisco IPVC Message Recording Utility user interface appears (see Figure 5-1).
This section describes how to use the Admin menu to play an existing IVR message, how to record a new IVR message, how to replace an existing IVR message, and how to upload the IVR menu file to the Video Gateway. The Admin menu allows you to approach each topic separately. Each topic is described separately in this section.
The Cisco IPVC Message Recording Utility user interface displays the message files that are currently associated with the IVR system file on the current computer.
To play a massage, perform the following steps:
Step 1 Click Admin>Play Recordings> # of message you want to hear. Where # is the Rec # of the message shown in the Cisco IP/VC IVR window.
Step 2 Click Cancel when you are finished listening.
You can use the Cisco IPVC IVR Recording Utility to create new message files.
To create a message file, perform the following steps:
Step 1 Click Admin>Create Recording. The Microsoft Sound Recorder utility and the Create Message message box appear.
Step 2 Click Edit>Audio Properties. The Audio Properties dialog box appears.
Step 3 Select a Preferred quality that has the following attributes:
To view and set these parameters in Sound Recorder:
(a) Click Customize. The Customize dialog box appears.
(b) Click the Format text box and select CCITT µ-Law.
(c) Click the Attributes text box and select 8.000 kHz, 8 bit...
(d) To save these attributes click the Save As... The Save As dialog box appears.
(e) Enter a name for the format you have created and click OK. The name format name will appear in the Preferred quality text box.
Step 4 Click to enable Use preferred devices only.
Step 5 Click OK to use the selected Audio Properties.
Step 6 Record the message you want. The run time of the combined four IVR messages must not exceed 120 seconds. Refer to the Sound Recorder documentation for instructions on how to record a message.
Step 7 After you complete the recording, save the message as a .wav file. The message file is saved in C:\Program Files\Cisco\IVR.
Step 8 Close the Sound Recorder and click OK in the Create Message message box.
After you have created a message file, you can use it to replace the existing message file in the IVR menu.
To replace the existing IVR message, perform the following steps:
Step 1 Click Admin>Replace Recordings. A list of options appears.
Step 2 The option in the list are numbered 1, 2, 3, and 4. These options identify the IVR messages in the order that they play to the caller:
Select the message you want to replace. The Insert New Recording File dialog box appears.
Step 3 The Insert New Recording File dialog box list the .wav files available in C:\Program Files\Cisco\IVR. This file contains the default messages plus the messages you have created and saved. The following list equates the default files with the IVR order as listed above:
Click the file you want to use to replace the current message.
Step 4 Click Open. Your selection replaces the old file in the Cisco IP/VC IVR list box.
Repeats Steps 1 through 4 for each message you want to replace. Be sure that duration of the combined messages does not exceed 120 seconds.
After you have created a new IVR menu, you can upload the menu to the Flash memory of the Cisco IP/VC 3525 Video Gateway.
To upload the file, perform the following steps:
Step 1 Click Admin>Save Recordings>Save Recordings to GW. The Preparing File message box appears.
Step 2 The routine creates an IVR menu file (IvrMessageFls.fls) to be written on the Video Gateway's Flash memory. Click OK. The Software Upload Utility dialog box appears (see Figure 5-2).
Step 3 In the IP: text box, enter the IP address of the Cisco IP/VC 3525 Video Gateway to which you want to upload the new IVR message.
Step 4 Click Upload. The menu is uploaded onto the Video Gateway's Flash memory.
The Express Setup option automates the process of changing the IVR message on a
Cisco IP/VC 3525 Video Gateway. This option walks you through creating an alternative message, replacing the current message in the menu file with the new message, and uploading the revised IVR menu file to the Video Gateway. Express Setup offers you the opportunity to change each recorded message. The duration of the menu file must not exceed 120 seconds.
To use Express Setup, perform the following steps:
Step 1 Click Express Setup. An Express Setup dialog box appears.
Step 2 The Express Setup dialog box lets you select the recording you want to change. The first Express Setup dialog box asks if you want to replace the
Opening Sound in the current IVR file. Click Yes to implement the process to replace the file.
If you do not want to implement the process, click No, and a new Express Setup dialog box appears asking if you want to change the Welcoming recording.
Step 3 After you select a file to replace, the Sound Recorder utility and the
Create Message message box appear. The Sound Recorder utility is the active window.
(a) Follow the steps in "Creating a Recorded Message" to create a replacement recording.
(b) Close the Sound Recorder and the Create Message box after you have created the new file. The Replace Message dialog box appears.
Step 4 The Replace Message dialog box asks if you want to use the file you have created to replace the current file. Click Yes to replace the file. The Insert New Recording File dialog box appears.
Step 5 Select the file you want to use to replace the current IVR message file and click OK. An Express Setup prompt appears.
Step 6 The Express Setup prompt ask if you wish to create a new recording file for the next IVR message file. If you want to create a new file, click Yes and the process for creating a file starts.
If you do not want to create a new file, click No and a prompt appears for the next IVR file until all four files are reviewed.
Step 7 The Current Messages dialog box appears after all four IVR messages have been addressed. The dialog box list the files in the revised IVR message file. If you want to upload the file to a Cisco IP/VC 3525 Video Gateway, click Yes.
If you do not want to upload the new IVR message file, click No.
Step 8 If you choose to upload the file, the Preparing File message box appears. Click OK. The Software Upload Utility dialog box appears.
Step 9 In the IP: text box, type the IP address of the Cisco IP/VC 3525 Video Gateway you want to install the new IVR message file on.
Step 10 Click OK.
Posted: Fri Nov 12 08:08:35 PST 1999
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