Cisco Unified Contact Center Express Script Media Step: On-Demand Prompt Retrieval with VXML Application

B.

CRA Voice Browser is fully integrated with the CRA Engine.

You can use scripts designed in the CRA Editor to extend VoiceXML applications by providing ICD (Integrated Contact Distribution) call control and resource management.

For example, you can use VoiceXML to build a speech dialog as a front end to collect information from the caller.

You can then pass this information to the CRA script, and when the agent receives the call, the information collected by VoiceXML will be available.

You use the Voice Browser step in the Media palette of the CRA Editor to invoke a VoiceXML application.

You can use the bundled voicebrowser.aef script as an example for creating scripts that invoke VoiceXML.

(You can create custom scripts to execute other steps in addition to VoiceXML.)

The correct answer is B. Voice Browser step.

The Cisco Unified Contact Center Express (UCCX) is a solution that provides intelligent routing and call treatment for contact center environments. One of the features of UCCX is the ability to create custom scripts that automate call flows and enhance the customer experience.

To retrieve and play prompts on-demand from an off-box location, UCCX scripts can use the VoiceXML (VXML) technology. VXML is an XML-based markup language that enables the creation of interactive voice applications that can be accessed via telephony devices, such as phones and IVR systems.

The Voice Browser step in UCCX scripts allows the integration of VXML applications to play prompts on-demand. The Voice Browser step can invoke an external VXML application hosted on a web server or application server, which can retrieve and play prompts stored in a remote location.

The Play Prompt step in UCCX scripts is used to play pre-recorded audio prompts that are stored locally on the UCCX server. This step is useful for playing standard prompts that are frequently used in the call flow, such as welcome messages, hold messages, and thank-you messages.

The Menu step is used to create a menu of options for the caller to choose from. The caller's selection is then used to determine the next steps in the call flow.

The Recording step is used to record the caller's voice input and store it for later use. This step is useful for creating custom greetings, voicemail messages, and feedback recordings.

The Simple Recognition step is used to recognize the caller's voice input and perform an action based on the recognized text. This step is useful for implementing basic speech recognition capabilities, such as yes/no responses and numeric inputs.

In summary, the Voice Browser step in UCCX scripts can invoke a VXML application to retrieve and play prompts on-demand from an off-box location.