About Users

A user object identifies and represents anyone configured in the Cisco Unified CallManager. That someone could be an agent, a supervisor, and administrator, or anyone configured in the Csco Unified CallManager.

You specify a user object in a user variable that you can create in a Cisco Unified CCX script. For example, in an Unified CCX application, when a requested agent is available, the Select Resource step can return a user object that is the requested agent. The Connect step can then pass the user object as an argument to connect the call to the selected agent.

Another example application that can have user objects is the Cisco Auto Attendant. For example, An Auto Attendant application, might ask you the name or extension of the person to whom you want to speak so you can be transferred to that person.

The Name to User step and the Get User step the step are two example steps that can return a user object as in the Auto Attendant application. The Name to User step prompts for either the spoken or spelled name of a user. The Get User step specifies the extension of a user so it will return that particular user to a caller.

See also Cisco Unified Contact Cener Express Scripting and Development Series: Volume 2, Editor Step Reference and the chapter on creating IP IVR scripts in Cisco Unified Contact Center Express Scripting and Development Series: Volume 1, Getting Started with Scripts.

To play back the spoken name of a user:

You can replace the Get User and the Get User Info steps with one step by using a USER[userID] variable. Then, when a user is requested in the Get User Info step, instead of selecting a “generic” variable of type user, you can directly enter the specific user variable that holds the USER[userID] you want.