Name To User Step

Note

The Name to User step is available in the Cisco UnifiedIP IVR, Cisco Unified CCX Premium, and Cisco Unified CCX Enhanced license packages.

The Name To User step is used in the following ways:

  • To prompt a caller for the name of the person being called (using either DTMF or speech), and then to compare the name entered by the caller with names stored in a directory.

  • To automatically transfer a caller to the extension of the person being called.

Note

The Name to User Step supports only the 26-character English alphabet. As a result, the Cisco Automated Attendant Dial-by-Name feature and other Solutions that use this step accept English characters only when using CMT(Cisco Media Terminated).

  • To assign a value to a variable that can later be queried using the Get User Info step, in order to retrieve information such as the extension, e-mail address, and spoken name of the caller.

Note

When any previous escalating prompt in a script enters the Name To User step, it is reset to the first prompt in its list.

Features of the Name to User Step:

  • Using a CMT channel, the Name To User step receives DTMF input from a caller with the following numeric keypad mapping:

  • 2 = ABC

  • 3 = DEF

  • 4 = GHI

  • 5 = JKL

  • 6 = MNO

  • 7 = PQRS

  • 8 = TUV

  • 9 = WXYZ

  • Using the information from this step, a script creates a subsequent prompt that plays the prerecorded name of the caller if it exists. If no recording exists, the script spells the caller name.

Note

The Name To User step is limited to spelling back (over CMT media names with ASCII-only characters, which may be a limitation under some international conditions.

  • Using an ASR channel, the Name To User step receives the spoken input from the caller. If configured to do so, the caller can speak a nickname.

The Name To User step produces the following output branches:

  • Successful—A successful match is made between the input from the caller and a name in the directory.

  • Timeout—The step has reached the maximum number of retries (as configured in the customizer) without receiving input from the caller.

  • Unsuccessful—The input from the caller does not match a name in the directory.

  • Operator—The operator’s extension was entered.

Note

The Operator output branch appears under the Name To User step in the script only if Yes is selected for the Operator option in the General tab of the Name To User customizer window.

Note

If the Name To User step matches the caller input with a single user defined in the Cisco Unified Communications Manager, that result is returned immediately without requiring the caller to confirm the selection. If you are upgrading your system to Cisco Unified CCX 4.x and later, please note that this might be a change in functionality for your script. In Cisco Unified CCX versions prior to 3.x, the Name To User step would prompt the caller to confirm the selection.

The customizer window of the Name To User step contains three tabs:

  • General tab (Name to User step)

  • Prompt tab (Name to User step)

  • Input tab (Name to User step)

  • Filter tab (Name to User step)