Configure a-Law Codec. Cisco Hosted Collaboration Solution for Contact Center

Configure Core Component Integrated Options

Configure Unified CCE

• Dialed Number Pattern - Enter the appropriate dialed number.

The incoming Dialed Number for calls being directed to a Post Call Survey Dialed. This is the Dialed

Number you want to redirect to the survey.

• Enable Post Call Survey for Incoming Calls - Select to enable post call survey for incoming calls.

• Survey Dialed Number Pattern - Enter the dialed number of the Post Call Survey. This is the dialed number to which the calls should be transferred to after the normal call flow completes.

• Click Save to save the Dialed Number Pattern.

Step 3

Click Deploy to deploy the configuration to all Unified CVP Call Server devices.

Configure Unified CCE

Configure ECC Variable

You need not configure Unified CCE to use Post Call Survey, however, you can turn the feature off (and then on again) within an ICM script by using the ECC variable user.microapp.isPostCallSurvey and a value of n or y (value is case insensitive) to disable and re-enable the feature.

Configure the ECC variable to a value of n or y before the label node or before the Queue to Skillgroup node.

This sends the correct value to Unified CVP before the agent transfer. This ECC variable is not needed to initiate a Post Call Survey call, but you can use it to control the feature when the Post Call Survey is configured using the Operations Console.

When the DN is mapped in the Operations Console for Post Call Survey, the call automatically transfers to the configured Post Call Survey DN.

Complete the following procedure to enable or disable the Post Call Survey:

Procedure

Step 1

On the Unified ICM Administration Workstation, using configuration manager, select the Expanded Call

Variable List tool.

Step 2

Create a new ECC Variable with Name:user.microapp.isPostCallSurvey.

Step 3

Set Maximum Length to 1.

Step 4

Select the Enabled check box then click Save.

Configure a-Law Codec

Configure the following in Cisco HCS core components to support a-law codec:

•

Configure Gateway, on page 643

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Configure Core Component Integrated Options

Configure Gateway

•

Configure Unified CVP, on page 645

•

Configure Unified Communication Manager, on page 646

Configure Gateway

•

Configure Ingress Gateway, on page 643

•

Configure VXML Gateway, on page 644

Configure Ingress Gateway

Procedure

Step 1

Add the voice class codec 1 to set the codec preference in dial-peer: voice class codec 1 codec preference 1 g729r8 codec preference 2 g711alaw

Example:

dial-peer voice 70021 voip description Used for Switch leg SIP Direct preference 1 max-conn 225 destination-pattern xxxx...... # Customer specific destination session protocol sipv2 session target ipv4:###.###.###.### # IP Address for Unified CVP session transport tcp voice class codec 1 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte no vad

Step 2

Modify the dial-peer to specify the codec explicitly for a dial-peer: dial-peer voice 9 voip description For Outbound Call for Customer destination-pattern <Customer Phone Number Pattern> session protocol sipv2 session target ipv4:<Customer SIP Cloud IP Address> session transport tcp voice-class sip rel1xx supported "100rel" voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 10 voip description ***To CUCM Agent Extension For Outbound*** destination-pattern <Agent Extension Pattern to CUCM> session protocol sipv2 session target ipv4:<CUCM IP Address> voice-class sip rel1xx supported "100rel" dtmf-relay rtp-nte codec g711alaw

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Configure Core Component Integrated Options

Configure Gateway

Configure VXML Gateway

Procedure

Modify the following dial-peer to specify the codec explicitly for a dial-peer: dial-peer voice 919191 voip description Unified CVP SIP ringtone dial-peer service ringtone incoming called-number 9191T voice-class sip rel1xx disable dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 929292 voip description CVP SIP error dial-peer service cvperror incoming called-number 9292T voice-class sip rel1xx disable dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 7777 voip description Used for VRU leg #Configure VXML leg where the incoming called service bootstrap incoming called-number 7777T dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 5 voip description for SIP TTS Media Call preference 1 session protocol sipv2 session target ipv4: <ASR primary server IP> destination uri tts voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 6 voip description for SIP ASR Media Call preference 1 session protocol sipv2 session target ipv4: <TTS primary server IP> destination uri asr voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte

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Configure Unified CVP

codec g711alaw no vad dial-peer voice 7 voip description for SIP TTS Media Call preference 2 session protocol sipv2 session target ipv4: <ASR secondary server IP> destination uri tts voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 8 voip description for SIP ASR Media Call preference 2 session protocol sipv2 session target ipv4: <TTS secondary server IP> destination uri asr voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte codec g711alaw no vad

Configure Unified CVP

Unified CVP does not require any specific configuration in OAMP.

You must convert the following files to A-law:

1

C:\inetpub\wwwroot\en-us\app

2

C:\inetpub\wwwroot\en-us\app\ag_gr

3

C:\inetpub\wwwroot\en-us\sys

4

C:\Cisco\CVP\OPSConsoleServer\GWDownloads in OAMP server

5

C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio

6

C:\inetpub\wwwroot\en-us\VL (optional, applicable only for RSM)

Note

• After converting the files in the OAMP server, access the Unified CVP OAMP page to upload the newly converted A-law files to the gateway.

• If gateways are previously used for u-law, then restart the gateway to clear the u-law files in the gateway cache.

Complete the following procedure to convert mu-law audio files to a-law format:

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Configure Core Component Integrated Options

Configure Unified Communication Manager

Procedure

Step 1

Copy the wav file from Unified CVP to your local desktop.

Step 2

Go to All programs > Accessories > Entertainment.

Step 3

Open the Sound Recorder.

Step 4

Select File and click Open.

Step 5

Browse for the mu-law audio file and click Open.

Step 6

Go to Properties.

Step 7

Click Convert Now.

Step 8

Select CCITT A-Law from Format.

Step 9

Click OK.

Step 10 Select Files > Save As and provide a filename.

Step 11 Copy the new a-law format file into the following directory of media server:

C:\inetpub\wwwroot\en-us\app

Enable Recording for Agent Greeting and Courtesy Callback

Complete the following procedure to enable recording for Agent Greeting and Courtesy Callback.

Procedure

Step 1

Open the call studio and go to the callback entry application.

Step 2

Double-click app.callflow.

Step 3

Go to Record Name element settings and change the File Type to other (default is wav).

Step 4

Set the MIME type to audio/x-alaw-basic.

Step 5

Set the File extension as wav

Step 6

Open the RecordAgentGreeting application and double-click app.callflow.

Step 7

Go to Record Greeting With Confirm element settings and change the File Type to other (default is wav).

Step 8

Set the MIME type to audio/x-alaw-basic.

Step 9

Set the File extension as wav.

Step 10 Validate, save, and deploy the application.

Step 11 Restart the Unified CVP services.

Configure Unified Communication Manager

Complete the following procedure to provision a-Law through Cisco Unified Communications Manager:

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