Cisco UCCX 11.5 Basic IVR Application

Introduction

In this post we will create a basic IVR application on Cisco UCCX 11.5 server. Our application will play out the greeting to the caller and allow him to enter the extension number or wait for being transferred to the operator.

Prerequisites

Before you go through this tutorial you should have a working UCCX + CUCM integration. If you have not done it yet, you can read this article for step by step instructions.

1. Create Call Control Group

Log into the Admin Page of UCCX.

Go to Subsystems -> Cisco Unified CM Telephony -> Call Control Group and click Add New.  

Call Control Group defines the set of CTI ports, which will be created on CUCM and used by UCCX applications. Fill in the required fields:

  • Description
  • Number of CTI ports
  • Device Name Prefix (CTI ports on CUCM will have this prefix in their names)
  • Starting Directory Number
Call Control Group

2. Create an Application

Go to Applications -> Application Management. Click Add new.

Leave Application Type set to Cisco Script Application. Click Next.

Fill in the required fields:

  • Name – enter any desired name for this application
  • ID – should be unique
  • Maximum Number of Sessions for this application
  • Script should be set to SSCRIPT[aa.aef]

Click Add to save the application.

aa.aef is a built-in script that plays the default AAWelcome.wav prompt to the caller and allows to dial the extension number.

IVR application

3. Create a trigger

Once you saved the application you will see that Add new trigger button is now available on the left as shown on the picture. Click on Add new trigger. Leave Trigger Type set to Unified CM Telephony Trigger and click Next.

Fill in the required fields:

  • Directory Number – this will create CTI route point on CUCM
  • Language
  • Device Name
  • Description
  • Select Call Control Group we have created before

Click Add. The CTI route point will be used to dial into the IVR application.

Script Application Trigger

4. Check CUCM side

Make sure that CTI ports have been created on CUCM as shown on the picture below. Their status should be Registered.

CTI ports

CTI route point has also been created and has the Directory Number (1700) we assigned to our application trigger in step 3.

CTI Route Point

If they have not, then make sure CTI Manager service on CUCM is up and running.

5. Test the IVR application

At his point you should be able to dial into the application using CTI route point (in my case it is 1700) and hear the the welcome prompt.

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