About Grammars

In a Cisco Unified IP IVR script, you use grammars to specify a set of all possible spoken phrases and/or DTMF digits that the system can recognize and act upon during run time.

The Cisco Unified CCX Engine uses two types of grammars:

  • System grammars—Used internally by Cisco modules and Cisco sample scripts.

Note

System grammars are provided by Cisco. Cisco makes no guarantees about the continued availability of system grammars in future releases.

  • User grammars—Configured by the user, and manageable by the administrator by means of the Cisco Unified CCX Applications Administration web interface.

The system retrieves grammars from the Grammar Repository, which you configure from the System Parameters configuration web page of the Cisco Unified CCX Administration web interface.

The Cisco Unified CCX Script Editor contains a Grammar palette with the following three steps:

  • Create Language Grammar step—Chooses a set of grammars based on the language context of the call.

  • Create Menu Grammar step—Creates spoken word and/or DTMF menus.

  • Upload Grammar step—Stores grammars in the Grammar repository, where they are made accessible to all Cisco Unified CCX servers in the cluster.

For more information on using these steps, see the Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference Guide.