Cisco Unity Express Software
The Cisco Unity Express module comes from Cisco preloaded with a Linux operating system and the currently shipping version of Cisco Unity Express software. The Linux operating system is not field configurable. The Cisco Unity Express software, on the other hand, can be upgraded in the field.
Cisco Unity Express software can be broken down into three different categories:
■ Cisco Unity Express voice-mail and auto-attendant software
■ Cisco Unity Express optional IVR software
■ Cisco Unity Express PC application software
Table 9.5 lists the files that make up Cisco Unity Express voice-mail and auto-attendant software.
|
Filename |
Description |
|
cue-vm-k9.nm-aim.3.1.x.pkg |
The main software package file |
|
cue-installer.nm-aim.3.1.x |
Installer image (also known as the Helper image) |
|
cue-vm-installer-k9.nm-aim.3.1.x.prt1 |
Installer payload file |
|
cue-vm-full-k9.nm-aim.3.1.x.prt1 |
Voice-mail application |
|
cue-vm-upgrade-k9.nm-aim.2.3.4 3.1.x.prt1 |
Package file to upgrade from version 2.3.4 |
|
cue-vm-langpack.nm-aim.3.1.x.pkg1 |
Language package file |
|
cue-vm-en US-langpack.nm-aim.3.1.x.prt1 |
English (US) language package |
|
Note At the time of this writing, version 3.1 is the latest version of Cisco Unity Express software, so this chapter and the next one will focus on version 3.1. |
|
Note that each individual filename lists the version of Cisco Unity Express that it is it part of. In this example, each software component includes 3.1.x in the filename. This tells us that this software is for Cisco Unity Express 3.1.
The first four files listed in Table 9.5 are used to load the voice-mail and auto-attendant applications on the Cisco Unity Express hardware platform. These files make up the core of the Cisco Unity Express 3.1 software.
The fifth file is used to upgrade the core voice-mail and auto-attendant software on an existing Cisco Unity Express module from version 2.3.4 to version 3.1.
The last two files are used to install a language on the Cisco Unity Express module. The choice of language file(s) dictates what language is spoken when Cisco Unity Express plays a system prompt. In this example, American English was installed. Cisco Unity Express supports the following languages:
■ Japanese
■ Portuguese (Brazilian)
■ Spanish (European)
■ Spanish (Latin American)
As of this writing, the NME-CUE, NM-CUE-EC, and NM-CUE support up to five languages, whereas the AIM-CUE supports two languages.
The next chapter will discuss how these files are installed and configured on the Cisco Unity Express hardware platform.
Table 9.6 lists the optional add-on software for Interactive Voice Response (IVR) support.
|
Filename |
Description |
|
cue-ivr-jsp.3.1.x.tar |
Installer for the Java Server pages, Servlet, and VoiceXML web |
|
application development kit for Cisco Unity Express applica- |
|
|
tions using the IVR feature |
Cisco Unity Express version 3.x introduced the capability of performing IVR functions. IVR can be defined as providing information to a caller without requiring human intervention. For example, a call to your local bank may ask for you to enter your account number. After entering the digits on the phone's keypad, the system plays your account balance back to you in spoken words. This task is performed in an interactive fashion without the need for human intervention.
Although IVR is a feature of Cisco Unity Express 3.x, installation and configuration of IVR functions are beyond the scope of this book.
Note For detailed information about the capabilities and configuration of IVR on Cisco Unity Express, refer to Cisco Unity Express 3.1 IVR CLI Administrator Guide, which can be found on Cisco.com at the following URL:
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel3_1/administration/guide/ ivr/ivrcliadmin.html
Table 9.7 lists the two external applications that support Cisco Unity Express functions. Both applications are installed and run from a computer, and cannot be installed or run from the Cisco Unity Express module itself.
|
Filename |
Description |
|
CUEEditor3.1.x.exe |
Installer for Cisco Unity Express Editor |
|
CUCEHistoricalReportsInstall-3.1.x.exe |
Installer for the Cisco Unified Communications |
|
Express Historical Reporting Client |
Cisco Unity Express Editor is a software application that is used to create custom scripts that define the caller's experience once the call is routed to Cisco Unity Express. For example, a call to your local bank may ask for you to enter your account number. After entering the digits on the phone's keypad, the system plays your account balance back to you in spoken words. The process of answering the call, playing the prompt "Please enter your account number," collecting the digits dialed, and playing the prompt that states the balance is a sequence of steps programmed into a script. It is the custom script that performs the IVR function in the last example. Although scripting is an integral part of IVR, this is not the only use. Scripts also run prompt and collect features.
For example, a call to your local insurance agent asks you to press 1 for John Smith or press 2 for Jane Doe. After you enter your choice, your call is routed to John or Jane and then a conversation ensues. This is not an IVR function, because human intervention was required, but a script was still needed to prompt for action, collect the choice, and redirect the call. This is an example of a prompt-and-collect script.
Cisco Unity Express scripts are discussed again in the "Cisco Unity Express Custom Scripting" section; however, an in-depth discussion of script steps and scripting methods is beyond the scope of this book.
Note For detailed information about the capabilities and configuration of custom scripting on Cisco Unity Express, refer to Cisco Unity Express 3.1 Guide to Writing and Editing Scripts, which can be found on Cisco.com at the following URL:
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel3_1/administration/guide/ script/ScriptEditor.html
The Cisco Unified Communications Express Historical Reporting Client is an application that allows an administrator to schedule, view, print, and save call information gathered from Cisco Unity Express. Call information is defined as how a call is treated by the Cisco Unity Express script. For example, a call is answered by a Cisco Unity Express script and the first step plays a prompt to the caller. During the prompt, the user decides that they have dialed the wrong number and hangs up. This call will appear as an abandoned call in the Cisco Unity Express Historical Reporting Client because the call was never completed or marked as handled.
The Cisco Unity Express Historical Reporting Client is typically used in conjunction with IVR functionality. Like IVR, the Cisco Unity Express Historical Reporting Client is beyond the scope of this book.
Note For detailed information about the capabilities and configuration of the Cisco Unity Express Historical Reporting Client, refer to Cisco Unified Communications Express Historical Reporting Client Configuration Guide, which can be found on Cisco.com at the following URL:
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel3_1/configuration/guide/ hrc/HRC.pdf
Continue reading here: Cisco Unity Express Licensing
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