Install AutoAttendant Prompt

Create AutoAttendant list

  1. Download the package to create the AutoAttendant list
  2. Unzip package
  3. Fill in properties
    1. Site = URL or UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. site
    2. Username = User to connect to SharePoint
    3. Password = Password of User
  4. Open PowerShell as Administrator
  5. Run createAutoAttendantList.ps1

 

Add Prompt to Prompt list

  1. Open the Prompt list
  2. Select "New Item"
    1. Use "AutoAttendantPrompt" as PromptId
    2. Select "Save"

 

Create Dial Codes IVR Questions

  1. Open the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Question list
  2. Select "New Item"
    1. Use "AutoAttendantPrompt" as Title
    2. Use "Prompt" as Action
    3. Use "Welcome Message" as Parent Question
    4. Enter a valid Choice
    5. Use "AutoAttendantPrompt" as Name
    6. Select "Save"
  3. Select "New Item"
    1. Use "Question invalidcode" as Title
    2. Enter a valid Choice
    3. Use "Answer" or "AudioAnswer" as feedback for an incorrect response.
      (optionally also configure an Action)
    4. Select "Save"

 

Edit Prompt in Prompt list

  1. Open the Prompt list
  2. Edit the "AutoAttendantPrompt"
    1. Use "Question invalidcode" as Sad
    2. Select "Save"

 

Add Prompt setting

  1. Open the Settings list
  2. Select "New Item"
    1. Use "NoPromptReceivedTimeout" as Title
    2. Select "Save"
  3. Select "New Item"
    1. Use "MaxPromptResults:" as Title
    2. Enter a number as value, 5 for example
    3. Select "Save"

 

Add Prompt to Config

  1. Login on the Anywhere365 Server
  2. Open file ‘Config.xml’ for editing purposes.

    Tip First make a backup of the file to prevent problems!

    6.3: C:\ProgramData\Anywhere365\CoreThe Core is the center of Anywhere365. It manages all the Dialogues.\Service\UnifiedContactCenterService\Config.xml

    6.0: C:\Program Files\Anywhere365\Core\Config.xml

    5.0: C:\Program Files\UCC\Config.xml

  3. Add the following core to the UCC

    Note Prompt dll files needs to be placed on the correct location first. Files can be requested in the support portal.


    <Prompts path="prompts\">

    <Identity ByPrompt="AutoAttendantPrompt" WaitForIdentityTaskFinished="true">

    <File>AutoAttendantPrompt\AutoAttendantPrompt.dll</File>

    </Identity>

    </Prompts>

  4. Save the config.xml

 

Restart UCC

The final step is restarting the UCC, so that the prompt can be loaded during startup.

 

Configure AutoAttendant Prompt

Learn More