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The Cisco IP/VC 3520 Gateway is equipped with an interactive voice recording (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 gateway can use its internal IVR or it can use an external IVR. You specify the IVR system you want the gateway to use in the Miscellaneous Parameters window in the Cisco IP/VC Configuration Utility.
This chapter discusses the internal IVR. The topics include:
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 window in the Cisco IP/VC Configuration Utility.
The internal IVR message utility is a proprietary file stored on the Flash memory of the Cisco IP/VC 3520 Gateway. The file contains four recorded messages. The default IVR message files are copied to the computer when you install the Cisco IP/VC 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 IP/VC Message Recording Utility 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 calling endpoint makes contact with the IVR. The messages are separate .wav files and include:
The Cisco IP/VC Message Recording Utility allows you to listen to individual message files included in the IVR system and to change messages the gateway currently plays.
To start the Cisco IP/VC Message Recording Utility, choose Start > Programs > Cisco IPVC Tools >Cisco IPVC IVR Record Utility. The Cisco IP/VC Message Recording Utility user interface appears (see Figure 6-1).
This section describes how to use the Admin menu to play an existing IVR message, record a new IVR message, replace an existing IVR message, and to upload an IVR menu file to the gateway. The Admin allows you to approach each operation separately or to use a process that takes you through each step of creating and loading an IVR message file. This section describes each menu option.
The Cisco IP/VC 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 2 Click Cancel when you are finished listening.
You can use the Cisco IP/VC IVR Recording Utility to create new message files.
To create a message file, perform the following steps:
Step 2 Click Edit > Audio Properties. The Audio Properties window appears.
Step 3 Select a Preferred quality that has the following attributes:
To view and set these parameters in Sound Recorder:
c. Click Customize. The Customize window appears.
d. Click the Format text box and select CCITT µ-Law.
e. Click the Attributes text box and select 8.000 kHz, 8 bit...
f. To save these attributes click Save As... The Save As window appears.
g. 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 file, perform the following steps:
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 window appears.
Step 3 The Insert New Recording File window list the .wav files available in C:\Program Files\Cisco\IVR. The list displays the current messages in the IVR menu plus the message files you have created and saved. The following list equates the default message 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 3520 Gateway.
To upload the menu file, perform the following steps:
Step 2 The routine creates an IVR menu file (IvrMessageFls.fls) to be written on the gateway Flash memory. Click OK. The Software Upload Utility window appears (see Figure 6-2).
Step 3 In the IP: text box, enter the IP address of the Cisco IP/VC 3520 Gateway to which you want to upload the new IVR message.
Step 4 Click Upload. The menu is uploaded onto the gateway Flash memory.
The Express Setup option automates the process of changing the IVR message on a Cisco IP/VC 3520 Gateway. The option guides 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 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 2 The Express Setup window lets you select the recording you want to change. The first Express Setup window 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 window 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 window appears.
Step 4 The Replace Message window 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 window 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 window appears after all four IVR messages have been addressed. The window list the files in the revised IVR message file. If you want to upload the file to a Cisco IP/VC 3520 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 window appears.
Step 9 In the IP: text box, type the IP address of the Cisco IP/VC 3520 Gateway you want to install the new IVR message file on.
Step 10 Click OK.
Posted: Mon Jun 5 12:33:07 PDT 2000
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