Cisco Collaboration and Contact Center Solutions - Messages with tag "attendant console"

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Auto attendant implementation based on Cisco solutions

When we call almost any company, we usually can hear a sweet (or not so sweet) voice naming the company we have reached and asking us to perform certain actions. That means we’ve reached an automated attendant. An auto attendant (AA) usually is the simplest form of Interactive Voice Response (IVR) system that allows you to enter the extension number, leave a voice message, send a fax, or connect to a secretary.

In this article I'd like to introduce you to the possible implementations of an auto attendant based on Cisco solutions. There are at least four of them, and people often ask what exactly this feature should be implemented on while deploying Cisco unified communication solutions. Let's go through the advantages and disadvantages of each of them.

1. Developing or using existing TCL and VXML scripts

This is a software-only solution. The required features are built into Cisco IOS. The solution is supported on routers with Unified Communications (UC) features enabled. There are many examples of IVR scripts for Cisco equipment.

The advantages of this solution are the following:

  • No hardware needed, except for a Cisco router with UC features.
  • A long line of supported platforms:1861, 2800, 3800, 2900, 3900, 4000, AS5000.
  • You can create a script implementing any algorithm you need — branching, submenu, multiple languages, working/nonworking hours, etc. It supports integration with speech recognition and synthesis systems (ASR, TTS) and much more.
  • This solution has the largest number of supported codecs for greetings in case you use VXML. There's another supported feature that is almost never used: greetings created with different codecs can be combined inside one application.
  • Direct access to the gateway and its resources. For example, you can detect fax tone during an incoming call and switch over to a fax straightaway, or find out (with some probability) who answers the phone during an outbound call: a human or an auto attendant.
  • VXML is an open standard widely supported by VoIP solution developers (Audiocodes, Huawei, D-Link, Digium).
  • There already exists quite a functional Cisco script based on TCL: Basic automatic call distribution (B-ACD) and auto-attendant (AA) service.


If its algorithm is suitable to you, take it, set it up and use.

The disadvantages of this solution:

  • If you are using TCL, you need programming skills and knowledge of Cisco Voice Gateway API (VGAPI). For VXML, the threshold of programming skills is way lower, especially if you are already familiar with XML, and knowledge of Cisco VGAPI is not required.
  • Cisco IOS doesn't use transcoder for the calls processed by TCL applications, so you have to use the same voice codec for the application input and output both.
  • Relatively low scalability: from 7 (2800 series) to 360 (AS5400XM) simultaneous sessions (calls).
  • No fault tolerance.
  • Cisco IOS Voice XML Browser licensing limits the number of simultaneous calls (the price* for one session FL-VXML-1 = $150, for 12 sessions FL-VXML-12 = $1440). FL-VXML license type is Right to Use, which means that you only get a document on usage rights, without any serial numbers and activation codes ("honor based";).

* all the prices in this article are from Cisco GPL

This solution is suitable for minor load (small number of simultaneous calls) and can be integrated with any PBX (not only Cisco).

2. Using Cisco Unity Express (CUE)

This version is implemented as a module (for example, SM-SRE-700-K9) for the following Cisco router series: 1861, 2800, 2900, 3800, 3900. IVR script can be created in Cisco Unified Communications Express Editor. This solution is quite functional, and the process of script creation is pretty much similar to the old UCCX-based solution that will be analysed below. Cisco Unity Express can be integrated with Cisco Unified Communications Manager and Cisco Unified Communications Manager Express, and it also can work as an auto attendant in standalone mode.

The advantages of this solution are the following:

  • A handy web-interface Cisco Unity Express — Administration.
  • A rich feature set.
  • Convenient scheduling with holidays.


  • IVR script development in Cisco Unified Communications Express Editor is quite simple and similar to visual programming with moving the required blocks around and configuring their properties.


  • There is a web-editor for scripts that's even more simple: Editor Express. It supports basic actions:


  • There are built-in system phrases in multiple languages, as well as a ready-to-use auto attendant script (aa.aef).
  • Cisco Unity Express is a voice mail server, so in addition to the auto attendant features, CUE deployment also provides voice mail features for a router.

The disadvantages of this solution:

  • Low scalability. A hard limit on the number of sessions (10 for ISM-SRE-300-K9 and 32 for SM-SRE-700 — SM-SRE-910).
  • The only supported codec for greetings is G.711 u-law.
  • No fault tolerance.
  • Setup, configuration and integration are required.
  • Prices for the module and for the licenses for voice ports (simultaneous calls):
    • The module itself: for example, ISM-SRE-300-K9=$1000, including a non-portable license for 2 voice ports FL-CUE-NR-PORT-2.
    • License for 5 mailboxes: FL-CUE-MBX-5=$100.
    • License for 2 additional voice ports: FL-CUE-PORT-2=$500.
    • License for IVR voice ports: FL-CUE-IVR-2=$1400 (it is only necessary if you use advanced IVR features, such as sending emails and faxes, accessing external databases, running VXML scripts inside of CUE IVR scripts, etc.).

This solution is the most suitable one for the companies that use Cisco Unified Communications Manager Express for PBX, or for branch offices, if the head office uses Cisco Unified Communications Manager for PBX and fault tolerance for the branch offices is being ensured by Cisco Unified Survivable Remote Site Telephony (SRST). Like the TCL/VXML variant, this solution can also be integrated with any PBX as a standalone auto secretary.

3. Using Cisco Unity Connection (CUC)

This solution is a voice mail server. It should be deployed on a separate virtual machine. Two VMs with CUC can be united into a fault tolerant cluster. CUC tools allow you to implement auto attendant logic. There are also built-in call handlers.

The advantages of this solution are the following:

  • High scalability and fault tolerance — up to 250 simultaneous sessions (calls) for a single server, up to 500 in an active/active cluster.
  • Relatively large set of supported codecs (G.711 a/u-law, G.722, G.729, iLBC) and built-in transcoding tools. It's worth noticing that transcoding is always performed in CUC.
  • Convenient scheduling with holidays.
  • Built-in ASR and TTS in multiple languages.
  • Cisco Unity Connection is a voice mail server, so in addition to the auto attendant CUC deployment enables voice mail features in a VoIP system.
  • Integration with third-party (non-Cisco) PBX is possible.

The disadvantages of this solution:

  • Poor functionality. Auto attendant utilizes built-in default handlers, so you can only implement limited functionality.
  • Built-in phrases (e.g. "called party is busy";) can't be replaced.
  • Setup, configuration and integration are required.
  • License price for one voice mail user (mailbox): UNITYCN11-STD-USR=$78.75

This solution is suitable for companies that need a heavy load (in terms of the number of simultaneous calls) and fault tolerance.

4. Based on a contact center (Cisco Unified Contact Center Express or Cisco Unified Contact Center Enterprise)

This is the most functional and flexible solution. UCCX, as well as CUC, should be deployed on a separate virtual machine. Two VMs can be integrated to create a fault tolerant cluster. You only need to configure IP IVR features to set up an auto attendant. You can create an IVR script in Cisco Unified CCX Editor. UCCX should be integrated with Cisco Unified Communications Manager. The number of simultaneous sessions is limited by the virtual server capacity (VM template) and the number of acquired licenses.

The advantages of this solution are the following:

  • High scalability and fault tolerance.
  • Support of the most widely used codecs G.711 a/u-law, G.729.
  • Rich feature set.
  • Management web interface: Cisco Unified CCX Administration.
  • Developing an IVR script in Cisco Unified CCX Editor is relatively easy and resembles visual programming.


  • Built-in system phrases in multiple languages and a ready-to-use auto attendant script (aa.aef).

The disadvantages of this solution:

  • Setup, configuration and integration are required.
  • Price of the solution: minimal promo set of 5 contact center agents (operators) and 100 voice ports (simultaneous calls): $1044.75

UCCX is a full-blown contact center that supports progressive contact center building technologies, so using it only to create an auto attendant is like using a sledge-hammer to crack a nut. This solution is for companies with high demands on functionality, performance and reliability.

We have examined different means of auto attendant creation. The choice in many respects depends on the solution that is being used or deployed (CUCMe, CUCM, BE6K or a third-party PBX), and on the functionality, performance and reliability requirements.

Conclusion

The most simple choice is an IVR based on TCL/VXML, and the most functional and productive choice — based on Cisco Unified Contact Center Express/Enterprise.

Cisco Unity Connection solution undeservedly often gets ignored. Usually Cisco Unity Connection comes with acquired licenses on Cisco unified communication products (for example, it comes with UWL licenses, as well as with Cisco Business Edition family). In this case, auto attendant implementation won't require any additional purchases.

Cisco Unity Express solution helps you to reduce (comparing to the TCL/VXML-based solution) the call processing load on the router. It takes the middle position between IOS scripting solutions and standalone server solutions. It is quite simple and handy, suitable for creating an auto attendant by the company's IT department, as it has a simple built-in web-editor for scripts with basic actions.

There are also auto attendant solutions for Cisco VoIP systems integrated with third party software, but that's another story.

How to Extend CUCM (CallManager) Features

Cisco Unified Communications Manager (CallManager) is the leading IP PBX in the worldwide market. Only certified professionals can deal with its rich functionality. Nevertheless, dozens of software vendors develop products that empower CUCM (Cisco Unified Communications Manager) functionality with new features.

Aurus, the official Cisco Solution Partner, invites you to learn what new features the Aurus PhoneUP product brings to Cisco IP PBX (Cisco Unified Communications Manager or Cisco BE 6000/7000).

Enterprise Phone Directory for Cisco CallManager

The "Directory" module of the PhoneUP application bundle provides the enterprise phone directory service for employees, and is an alternative to built-in CUCM phone directory. The main differences between the "Directory" module and the out-of-the-box Cisco CallManager directory are:

CUCM"Directory" module
Number of directoriesOneUnlimited number with access control for groups of employees
Integration with external systemsADAD, LDAP, IBM Lotus Notes, CSV, XML, CUCM, SQL database
External contacts supportNoYes
Caller IDInternal numbers onlyAny phone number
Incoming call detailsName / Last Name / CompanyFlexible data that may contain an employee photo
Notification of missed calls via e-mailOnly with UnityYes
DTMF support NoYes
Personal directoriesOne (edited manually or imported from Outlook)Unlimited number of directories synchronized with external sources
Auto-redial featureNoYes


The "Directory" module is integrated with Cisco Jabber. Using the standard contact search field of Cisco Jabber not only you can find an employee, but also search for client, partner and any other contact imported from external datasource. Also, when you get a call from the contact (client for example) stored in the directory Cisco Jabber will show the client's name, status and any other information from the CRM system.

Phone Call Recording (CUCM)

Cisco offers its own solution, Cisco MediaSense for call recording that captures and stores audio, forked by Cisco IP phone bridge or CUBE (Cisco Unified Border Element). But MediaSense is a recording platform that only provides basic features to manage call recordings. Cisco officially recommends using 3rd party solutions developed by technology partners that provide additional functionality.

For example, the "Record" module of PhoneUP can be integrated with Cisco Mediasense to bring you extra-features not implemented in Mediasense:

  • flexible management of user access to call recordings;
  • rich search and filter tools;
  • call recording rules (for example, recording only external calls);
  • IP phone user interface to search and play the call recording;
  • playing the recording into the current phone call;
  • and much more.

Attendant Console

Cisco actively promotes Cisco Jabber, the enterprise collaboration tool. At the same time, some business units need a wider range of call control features including specific ones, for example:

  • top manager assistants need to monitor chief's phone lines and intercept calls during his absence;
  • reception staff and contact center need a visual control of the call queues not to miss client calls or VIP calls that should not be left unanswered;
  • top managers need an intuitive, time-saving interface allowing to perform basic call control actions with easy to use UI supporting drag-n-drop.

In these cases you should pay attention to the "Console" module.

Group paging via Cisco IP phones

Features of Cisco Unified Communications Manager (CUCM) and Cisco IP-phones, as well as API Cisco provides its technology partners, allow to use the IP telephony network for text and audio notifications to employee groups.

Cisco's collaboration product line doesn't include such a solution, and clients need to turn to 3rd party vendors. The "Paging" module of PhoneUP bundle supports both text and audio paging to Cisco IP phones as well as live broadcasting through speakerphones.

Features that improve the security of IP telephony network built on Cisco Unified Communications Manager (CUCM)

Cisco CallManager (CUCM) provides users with the Meet-Me conferencing feature – each conference has its phone number that needs to be dialed to join the meeting. But the "built-in" Meet-Me conferences do not provide the necessary security. Anyone who knows the number of conference room can dial it and join. To avoid this you can use the "Conference" module that works on top of CUCM conferencing feature and protects meetings with PIN.

The "Lock" module is used to lock Cisco IP phone while its owner is away to prevent abuses and frauds. In some ways this is similar to the "Extension Mobility" feature implemented in Cisco Unified Communications Manager, but is designed to improve the security. Unlike Extension Mobility a phone locked with PhoneUP:

  • stays registered to CUCM;
  • can receive incoming calls;
  • is allowed to make outgoing calls to a limited set of directions;
  • denies the access to the personal address book, call history, call recording, etc .;
  • gets locked and unlocked automatically when you log in/out the PC.

XML-services for Cisco IP phones

Cisco Systems provides technology partners with rich capabilities for development of custom XML-applications for Cisco IP phones - with which users can interact via the IP phone keypad and display. The "Inform" and "Hotel" modules of the PhoneUP bundle may be considered as examples of such applications.