Media Steps
The steps in the Media palette of the Cisco Unified CCX Editor provide script designers with a way to process media interactions with callers.
Media interactions can include playing or recording prompts and acquiring Dual Tone Multi-Frequency (DTMF) or speech input.
Note | When developing scripts that prompt callers, remember to accommodate the needs of hearing-impaired customers. To make your application fully accessible to these callers, set up scripts to interact with devices such as a Telecommunications Relay Service (TRS) or Telecommunications Device for the Deaf (TTY/TDD). |
All media steps work with either DTMF or Automatic Speech Recognition (ASR) input with the exception of the Voice Browser step, which works only with ASR.
Note | Before using an AS R or TTS script as a Cisco Unified CCX application, you should first validate the script against the MRCP ASR and TTS vendor’s list of supported capabilities. |
Figure shows the steps in the Media palette as they appear in the Palette pane of the Cisco Unified CCX Editor.
Note | The Name to User and Voice Browser steps are only available for the Cisco UnifiedIP IVR or Cisco Unified CCX Premium license options. |
Note | If you apply any of these Media steps to a contact that is not associated with a Media channel (also called a dialog channel), a ChannelUnsupportedException results. |