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Lab 10: Cisco UCCX: Database Access Lab Overview In this lab, you will con nue developing the Main IVR Applica on script using the UCCX Script Editor. You will add database access in the Main applica on. The IVR will communicate with a Microso SQL Server. This will allow a caller to enter an account number and retrieve a balance from the database to be played back via the script. You will examine the DB Read, DB Get, and DB Release steps in the Script Editor. Database access in an IVR can be performed via Web Services and more formal programming techniques; however, this lab will focus on the steps embedded into the script editor for quick access to SQL databases for IVR integra ons.
In this lab, you will: Log in to the UCCX App Admin web page Log in to the Cisco UCCX Script Editor Build MS SQL Server Database Access into the IVR logic in the Main Applica on Upload the script to the UCCX Server Test the call flows using a Reac ve Debug
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Es mated Time to Complete 1 hour 15 minutes
Lab Topology and Addressing
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A en on eLab Students
If you have purchased or received Cisco eLab credits for use with our Labs on Demand solu on, or if you have used a reset point during in-class labs, you may need to perform special procedures to ensure your IP Communicator and PSTN IP phones properly register. Our lab environment u lizes reset points allowing you to rewind and fast forward throughout various labs in a course. When performing a reset point, the sta c entries in the Cisco Unified Communica ons Manager for IP Communicator devices may change, requiring updates in order to properly register. Note: For students who are comple ng labs within a class environment, note that reset points should only be used under the direc on of your instructor. Most classroom lab environments will never use reset points and therefore will not require you to complete these Appendix A steps.
Please See Appendix A in the eLabs Web Portal When you log in to the Remote Labs web interface at h ps://www.remotelabs.com, you will be presented with a pop-up window containing the lab exercises you are working on. The appendix will be located in the upper naviga on bar inside the pop-up window as seen below:
Lab Procedures Task 1: Log In to UCCX App Admin Web Page In this task, you will log in to the UCCX App Admin webpage. Both Student 1 and Student 2 will complete various sec ons of this exercise.
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Device
Address
Cisco Unified Contact Center Express
h ps://10.1.1.105/appadmin OR h ps://uccx-pub-hq.globalknowledge.com
Username Password
admin
Ci5co123!
Student 1 and Student 2: refer to Lab 1 for access instruc ons to Remote Labs if you are not currently logged into the lab. Student 1 and Student 2: from your respec ve Citrix Desktop, launch the Firefox web browser. Enter h ps://uccx-pub-hq.globalknowledge.com OR h ps://10.1.1.105 into the URL bar.
Student 1 and Student 2: since the lab environment in its current state uses self-signed cer ficates, you will get the following security error. Click Con nue to this website (not recommended). Accept the cer ficate warning.
Note: Our lab environment is preconfigured for DNS and should have all the proper A Records
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already configured. DNS allows you to browse to a name rather than an IP address. Should you have issues browsing to h ps://cucm-pub-hq.globalknowledge.com, a empt to PING the address by clicking Start, entering CMD in the search box, and typing ping cucm-pub-hq.globalknowledge.com or ask your instructor for further assistance. Student 1 and Student 2: once you have accepted all of the cer ficate warnings, you will be presented with the ini al splash screen for Cisco Unified Contact Center Express. Click Cisco Unified Contact Center Express Administra on.
Student 1 and Student 2: log in to the UCCX Interface using the username admin and password Ci5co123!.
Task 2: Student 1 - Download the SQL Server JDBC Drivers In this task, Student 1 will download SQL Server JDBC Drivers we are providing for Lab 13. The IVR can communicate with a Microso SQL Server for customer record retrieval; however there must be specific drivers installed on the UCCX Server. In this task, you will download these drivers from our web server. Note: Student 2: now would be an excellent me for a soda or coffee. You will not be able to con nue un l Student 1 has completed the installa on of the drivers in the next three sec ons. He or she will no fy you via Cisco Jabber once they have completed these tasks. Student 1: in your web browser, open a new tab. You may add a new tab by clicking the + symbol.
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Note: You may have previously opened windows; thus your screenshot may not match what is listed below. It′s okay, keep on rocking! Student 1: enter the following URL: h p://WEBSERVER.globalknowledge.com/jtds-1.2.5.jar and press Enter.
Student 1: when the download pop-up window is displayed, select Save File and click OK.
Student 1: in the upper right hand corner of the browser, click the down arrow to display a list of file downloads.
Student 1: drag the file jtds-1.2.5.jar over to the desktop. The file should now be listed on your desktop.
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Student 1: close the web browser tab which you just loaded by clicking the X.
Note: UCCX support Microso SQL Server, Oracle, and IBM DB2 as na ve database integra ons, meaning you can download drivers for these servers and communicate directly inside the Script Editor using prebuilt steps. For MySQL, Hadoop, NoSQL, or Data Warehouses, custom middleware or Web Services would need to be developed in order to fully integrate. Note: Addi onal drivers can be downloaded from Source Forge at h ps://sourceforge.net/projects /jtds/. Note: UCCX is very picky on the driver versions. Check the UCCX Administra on Guides for your release for the exact tested Java Driver required.
Task 3: Student 1 - Install the SQL Server Database Drivers on the UCCX Server In this task, Student 1 will install the Java SQL Server drivers on the UCCX server. Cisco UCCX uses JDBC or Java Database Connec vity drivers in order to communicate with the MS SQL Server. These drivers can be problema c in a produc on se ng and may require trial and error to find the right version drivers that work best with your environment. All drivers can be downloaded from Sourceforge.net, a leading web site of open source drivers and so ware. Student 1: click Subsystems > Database > Drivers. Observe there are currently no JDBC Drivers listed.
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Note: The remainder of this sec on will be completed by Student 1. Only one student at a me may upload drivers to the server. Student 1: click Add New.
Student 1: in the Driver File sec on, click Browse. This will open a File Upload pop-up window.
Student 1: click Desktop. Click the jtds-1.2.5.jar file located on your desktop and ensure that the File name box has the entry jtds-1.2.5. Click Open.
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Student 1: in the Driver class name drop-down, select net.sourceforge.jtds.jdbc.Driver. Next, click Upload.
Note: net.sourceforge.jtds.jdbc.Driver is the common driver used by Microso SQL Server 2008, 2012, and 2016. Student 1: observe the newly uploaded driver is installed as seen below:
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Note: It is possible to upload mul ple drivers and connect to different databases inside UCCX. This is common in large enterprises with mul ple customer record sources. Student 1: click Subsystems > Database > Parameters.
Student 1: change the RetryConnectInterval to 10000. Click Update.
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Note: You may need to work with your Database DBA to ensure you are matching the security se ngs on your par cular produc on database. For example, Oracle and DB2 have different meout values and login meout se ngs. Consult with your DBA for verifica on. Student 1: click Subsystems > Database > DataSource. No ce there are no DataSources configured. Datasources represent connec ons to different databases that the server can use inside of IVR scripts.
Student 1: click Add New.
Student 1: using the table below, configure a new DataSource to connect to the SQL Server in our lab environment. Once you have entered all the necessary se ngs, click Add.
Datasource Parameters
Values
Datasource Name
GK_SQL01_DS
User Name
sa
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Password
Ci5co123!
Max Number of Connec ons
5
Driver
net.sourceforge.jtds.jdbc.Driver
JDBC URL
jdbc:jtds:sqlserver://10.1.1.254:1433/Pa ents;Instance=GKLABS
Warning: In a produc on se ng, NEVER EVER EVER use the SA account as a login, this stands for Systems Administrator and the password is sent in clear text unencrypted from the UCCX server to the SQL Server, a hacker could gather this from a Wireshark capture and now he has keys to the castle on your SQL Server. Your DBA will likely provide you a special service account used by the IVR. In an enterprise environment, it′s not uncommon for each script to have a unique username with finely tuned permissions to reduce the damage a poorly wri en script could do. Note: The JDBC URL can be quite tricky to configure. Work with your DBA for the proper se ngs. Google.com is your friend if you search for JDBC String Generators. Several web sites exist which can aide in the crea on of this string value. Student 1: no ce the GK_SQL01_DS data source is now listed. Click the GK_SQL01_DS hyperlink to open the proper es of this connec on.
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Student 1: click the Test Connec on bu on to test connec vity from the UCCX Server to the SQL Server. You should see a Test Connec on Successful message in the Status box.
Note: No fy your instructor immediately if your Test Connec on fails or displays an error message. It is likely you need to double check your se ngs but he or she can assist troubleshoo ng the SQL Server instance as well.
Task 4: Student 1 - Verify the JDBC and Database Subsystems In this task, Student 1 will verify that the JDBC drivers were properly loaded and the Database Subsystem has ini alized properly. The Database Subsystem is a subset of the Cisco Unified CCX Engine service under the Subsystems. It is crucial that this service properly ini alize before any database access is performed inside the IVR. Student 1: in the upper right hand corner of the web page in the Naviga on drop-down, select Cisco Unified CCX Serviceability. Click Go.
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Student 1: click Tools > Control Center – Network Services.
Student 1: expand the menu below Cisco Unified CCX Engine if not already done by clicking the right arrow beside the Cisco Unified CCX Engine service.
Student 1: if needed, click the right arrow beside the Subsystem Manager service to expand the list of sub-services.
Student 1: the Database Subsystem should now show IN SERVICE. You will also note the service up me and start me columns. 27/11/2017 13:58
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Student 1: in the upper right hand corner of the web page in the Naviga on drop-down, select Cisco Unified CCX Administra on. Click Go.
Student 1: using Cisco Jabber, no fy Student 2 they may con nue with the next sec on.
Task 5: Examine the Microso SQL Server Database In this task, both Student 1 and Student 2 will log into and examine the Microso SQL Server database and the table which houses the Account Balance informa on for our IVR script. The purpose of this step is to allow you to see the values in the database and to have a be er understanding of the database architecture. Student 1 and Student 2: on your respec ve desktop, double click the Remote Desktop Connec on icon.
Student 1 and Student 2: in the Remote Desktop Connec on box, enter 10.1.1.254 for the computer
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name; this is the IP address of our Instructor Server in the course which houses the Microso SQL Server. Click Connect.
Student 1 and Student 2: in the Windows Security dialog window, enter the username GLOBALKNOWLEDGE\Administrator (note: this may be filled out or entered already) and the password Ci5co123!. Once you have entered the proper creden als, click OK.
Note: Be pa ent, the connec on may take 1 - 2 minutes to set up the first me. Student 1 and Student 2: in the Remote Desktop Connec on Cer ficate Warning pop-up window click Yes to accept the cer ficate.
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Student 1 and Student 2: on the desktop, double click the SQL Server Management Studio icon. This will launch the SQL Server dashboard.
Note: Be pa ent, the connec on may take 1 - 2 minutes to set up the first me. The Server Manager may open in a pop-up window. If that happens you may exit that program. Student 1 and Student 2: you will be presented a Connect to Server pop-up window. Using the default values shown below, click Connect.
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Note: You will be connec ng to the SQL Server Instance INST-SVR-2008\GKLABS using Windows Authen ca on. We have prebuilt a SQL Server for this class with sample data and the proper authen ca on mechanisms. SQL Server is beyond the scope of this course, so you may need to consult your Database person or DBA in your environment. Student 1 and Student 2: in the object explorer window on the le hand side of the SQL Server Management Studio, click the + symbol to expand out the list of Databases.
Student 1 and Student 2: in the object explorer window on the le hand side of the SQL Server Management Studio, click the + symbol to expand out the Pa ents database.
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Student 1 and Student 2: in the object explorer window on the le hand side of the SQL Server Management Studio, click the + symbol to expand out the tables inside the Pa ents database.
Student 1 and Student 2: in the object explorer window on the le hand side of the SQL Server Management Studio, click the + symbol to expand out the dbo.Pa ent-Records table.
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Student 1 and Student 2: in the object explorer window on the le hand side of the SQL Server Management Studio, click the + symbol to expand out the Columns of the Pa ent database. No ce there are 10 columns inside this database which represent various customer data you will e into the IVR applica on.
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Student 1 and Student 2: in the object explorer window on the le hand side of the SQL Server Management Studio, right click the dbo.Pa ent-Records table and choose Select Top 1000 Rows.
Student 1 and Student 2: you will be presented two new windows, the first window will be tled SQLQuery1.sql and will show you the SQL commands entered to return the rows from the database as
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seen below:
Student 1 and Student 2: no ce the records returned from the database. The database currently has five records. No ce the Account Number and Balance columns. You will focus our IVR script on these two columns.
Note: The five records inside this table represent very sick instructors. They really need help, some of them are terminal. Send your condolences to your instructor at this me; medical bills are a real killer! Student 1 and Student 2: write down several of the account numbers, balances, and note if the account is past due on a sheet of paper or copy them into notepad; these account numbers will be used in a later step in this lab.
Note: You can open Notepad.exe on your student desktops and copy the account numbers and balances by clicking Start and in the search box type Notepad.exe.
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Student 1 and Student 2: minimize the Remote Desktop connec on at this me; you will revisit the SQL Server in a later sec on.
Task 6: Log In to the UCCX Script Editor In this task, you will log in to the Cisco UCCX Script Editor and add addi onal logic to provide a basic Menu and User Input into our Physician script. Both Student 1 and Student 2 will complete various sec ons of this exercise simultaneously. Student 1 and Student 2: if it is not already opened, on the desktop, double click the Cisco Unified CCX Editor. The program may take 1 - 2 minutes to launch. Be pa ent.
Student 1 and Student 2: the Authen ca on sec on of the UCCX Script Editor will be displayed once the program fully loads. Using the table below, enter the appropriate values. Once you have entered all necessary values, click Log On.
UCCX Script Editor Authen ca on Values
User Iden fica on
admin
Password
Ci5co123!
Unified CCX Server
10.1.1.105
Note: Clicking the Log On bu on will actually log into the UCCX server and the Script Editor will have
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access to the Script, Applica on, and Document repositories from within the script editor as well as you will have the ability to perform a reac ve debug! Clicking Log On Anonymously will allow you to use the editor only. Think of this as Airplane Mode on a cell phone, you can work but just not connect to everything. Note: The login process for the Script Editor can take up to 30 seconds. Be pa ent! Student 1 and Student 2: maximize the UCCX Script Editor by clicking the square in the upper right hand corner of the applica on.
(Op onal – may be set from previous lab) Student 1 and Student 2: using the two diagrams below, you are going to re-organize the real-estate on the UCCX Script Editor so that it is a li le more advantageous to scrip ng. You can reposi on the different panes of the UCCX Script Editor by clicking the divider bars and dragging them by holding down on the le mouse bu on. Before Layout Modifica on:
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A er Layout Modifica on:
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Task 7: Download the Base Lab 13 Script In this task, both Student 1 and Student 2 will download a base script we are providing for Lab 13. This script will provide a valid star ng point for adding the Database Access steps. It is a con nua on of Lab 12, however, we are providing this script to rule out the chance that any errors you may have in your own scripts would interfere with this lab. Student 1 and Student 2: in your web browser, open a new tab. You may add a new tab by clicking the + symbol.
Note: You may have previously opened windows; thus your screenshot may not match what is listed below. It′s okay, keep on rocking! Student 1 and Student 2: enter the following URL: h p://WEBSERVER.globalknowledge.com /Physician_Lab13_Base.aef and press Enter.
Student 1 and Student 2: when the download pop-up window is displayed, select Save File and click OK.
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Student 1 and Student 2: in the upper right hand corner of the browser, click the down arrow to display a list of file downloads.
Student 1 and Student 2: drag the file Physician_Lab13_Base over to the desktop. The file should now be listed on your desktop.
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Student 1 and Student 2: close the web browser tab which you just loaded by clicking the X.
Task 8: Add the Database Steps to the Script In this task, both Student 1 and Student 2 will load the base script we are providing for Lab 13. This script will provide a valid star ng point for adding the Database Access steps. It is a con nua on of Lab 12, however, we are providing this script to rule out the chance that any errors you may have in your own scripts would interfere with this lab. Once the lab is loaded in the UCCX Script Editor, you will add the necessary code for a Menu and User Inputs. Student 1 and Student 2: in the UCCX Script Editor, choose File > Open.
Student 1 and Student 2: ensure the Desktop is selected. Next select Physician_Lab13_Base.aef. Click Open.
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Student 1 and Student 2: maximize the script by clicking the square in the upper right hand corner of the script.
Student 1 and Student 2: right click anywhere in the white space of the script. Choose Expand All.
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Student 1 and Student 2: scroll roughly half way down the script on the Script Editor Pane. This will expose the Menu and Get Digit String steps you added in Lab 12. You will be adding code in between these labels.
Student 1 and Student 2: in the lower le hand corner of the Script Editor, click the down arrow to create a new Variable. Using the table below, enter the appropriate values. Once you have entered all values, click OK.
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Variable Parameters Variable Value
Type
String
Name
balance
Value
“” (Leave this as default value)
Final
unchecked
Array
unchecked
Parameter
unchecked
Dimensions
0
Example of crea ng a String Variable:
Note: We will begin to introduce a common best prac ce with scrip ng. A common prac ce in naming Variables is to use lower case for non parameter variables and upper case for parameters. This is another visual indicator and clue when debugging scripts that can draw a en on to the different variable types. Student 1 and Student 2: in the lower le hand corner of the Script Editor, click the down arrow to create a new Variable. Using the table below, enter the appropriate values. Once you have entered all values, click OK.
Variable Parameters Variable Value
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Type
Prompt
Name
balance_prompt
Value
P[] (leave it set to default)
Final
unchecked
Array
unchecked
Parameter
unchecked
Dimensions
0
Example of crea ng a Prompt Variable:
Student 1 and Student 2: in the lower le hand corner of the Script Editor, click the down arrow to create a new Variable. Using the table below, enter the appropriate values; once you have entered all values, click OK.
Variable Parameters Variable Value
Type
Prompt
Name
balance_intro_prompt
Value
P[Main_App\BalanceIntro.wav]
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Final
unchecked
Array
unchecked
Parameter
unchecked
Dimensions
0
Example of crea ng a Prompt Variable:
Note: We are introducing yet another new scrip ng technique above. You will no ce we are hard coding the path to the WAV file in the Value textbox to Main_App\BalanceIntro.wav. The P[] (brackets) that enclose the wav file path tell UCCX to play a prompt. The value inside the brackets is which prompt to play. We do this to cut down on the number of parameters on the applica on page in UCCX. Typically, you only expose parameters for prompts that may change frequently like a main menu. Student 1 and Student 2: in the lower le hand corner of the Script Editor, click the down arrow to create a new Variable. Using the table below, enter the appropriate values. Once you have entered all values, click OK.
Variable Parameters Variable Value
Type
Prompt
Name
sql_results_menu_prompt
Value
P[Main_App\SQLResultsMenu.wav]
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Final
unchecked
Array
unchecked
Parameter
unchecked
Dimensions
0
Example of crea ng a Prompt Variable:
Student 1 and Student 2: in the lower le hand corner of the Script Editor, click the down arrow to create a new Variable. Using the table below, enter the appropriate values. Once you have entered all values, click OK.
Variable Parameters Variable Value
Type
Prompt
Name
invalid_menu_op on_prompt
Value
P[Main_App\InvalidMenuOp on.wav]
Final
unchecked
Array
unchecked
Parameter
unchecked
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Dimensions
0
Example of crea ng a Prompt Variable:
Student 1 and Student 2: in the lower le hand corner of the Script Editor, click the down arrow to create a new Variable. Using the table below, enter the appropriate values. Once you have entered all values, click OK.
Variable Parameters Variable Value
Type
Prompt
Name
sql_no_results_prompt
Value
P[Main_App\SQLNoResultsPrompt.wav]
Final
unchecked
Array
unchecked
Parameter
unchecked
Dimensions
0
Example of crea ng a Prompt Variable:
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Student 1 and Student 2: in the lower le hand corner of the Script Editor, click the down arrow to create a new Variable. Using the table below, enter the appropriate values. Once you have entered all values, click OK.
Variable Parameters Variable Value
Type
Prompt
Name
sql_no_results_menu_prompt
Value
P[Main_App\SQLNoResultsMenu.wav]
Final
unchecked
Array
unchecked
Parameter
unchecked
Dimensions
0
Example of crea ng a Prompt Variable:
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Student 1 and Student 2: if you have properly created the variables above, the variables list in the lower le hand corner of the UCCX Script Editor should look similar to the image shown below:
Student 1 and Student 2: expand the Database folder in the Pallet window.
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Note: Database steps require UCCX Premium licenses in order to execute. The IVR Script editor will let you design a script using database steps. Remember that licenses are enforced at run me, not design me! Student 1 and Student 2: while holding down the le mouse bu on, drag the DB Read step into the script editor pane and release it directly under the Successful branch of the Get Digit String step which returns the Account Number. This step was created in the previous lab.
Student 1 and Student 2: expand the DB Read step from the prior step. While holding down the le mouse bu on, drag the DB Get step into the script editor pane and release it directly under the Successful branch of the DB Read step.
Student 1 and Student 2: expand the General Folder in the Pallet window.
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Student 1 and Student 2: while holding down the le mouse bu on, drag the Goto step into the script editor pane and release it directly under the Connec on Not Available branch of the DB Read step. Now add another Goto step below the SQL Error branch.
Student 1 and Student 2: double click BOTH of the Goto statements you added under the Connec on Not Available AND the SQL Error branches of the DB Read step. The Goto statement customiza on window will appear a er you double click each Goto step, in the Choose Label drop-down, set BOTH Goto statements to SYSTEM_ERROR. Click Apply and OK. The steps should resemble the screenshot below:
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Student 1 and Student 2: click the + symbol to expand out the DB Get step.
Student 1 and Student 2: double click the DB Read step. Using the table below, enter the se ngs on the General tab. Make sure you click DB Read and not the DB Get step by mistake!
DB Read General Parameters Values
DB Resource Name
SQL_Connec on_1
Data Source Name
GK_SQL01_DS
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Timeout (in sec)
7
Refresh Database Schema
click the bu on to pull in the database metadata
Student 1 and Student 2: click the Show all fields (select table/view) drop-down list, select the Pa ent-Records table. Click Apply.
Student 1 and Student 2: no ce the DB Fields pop-up window. This window will show you the available fields to aide you in building your SQL Server queries. You cannot drag and drop fields to create the query, but this will show you which fields are available for use. Click Close.
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Student 1 and Student 2: click the Field Selec on tab. Using the table below, enter the se ngs on the Field Selec on tab. Once you have entered all se ngs, click Test. This should return five rows from the database.
DB Read Field Selec on Parameters Values
SQL Statement
select * from [Pa ents].[dbo].[Pa ent-Records]
Test
click the bu on
Number of rows returned
5
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Note: You are not execu ng a sql query; this is showing you what would happen if it were to run the query. Think of this as a “test only” mode. Student 1 and Student 2: using the table below, enter the se ngs on the Field Selec on tab. Once you have entered all se ngs, click Test. This should return zero rows from the database. Click Apply and OK.
DB Read Field Selec on Parameters Values
SQL Statement
select * from [Pa ents].[dbo].[Pa ent-Records] where Account_Number = $Account_Number
Test
click the bu on
Number of rows returned
0
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Note: The test returns zero results due to the script passing in the parameter Account_Number during run me, currently it has no value at design me! Student 1 and Student 2: double click the DB Get step. On the General tab, ensure that the DB Resource Name is set to SQL_Connec on_1, also ensure the Data Source Name is GK_SQL01_DS. Click Refresh Database Schema.
Student 1 and Student 2: click the Field Selec on tab. In the Table/View drop-down, select Pa entRecords.
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Student 1 and Student 2: click the Add bu on. In the Add Database Field pop-up window, map the Database Column Balance to the local script variable balance. Click OK.
Student 1 and Student 2: if you have properly mapped the database fields, your DB Get steps should look similar to the screenshot below. Click Apply and OK.
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Student 1 and Student 2: while holding down the le mouse bu on, drag the Goto Step into the script editor pane and release it directly under the SQL Error branch of the DB Get step.
Student 1 and Student 2: double click the Goto step. In the Choose Label drop-down, select SYSTEM_ERROR. Click Apply then OK.
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Student 1 and Student 2: drag two LABEL steps from the General Pallet window and place them below the Successful branch of the DB Get step.
Student 1 and Student 2: double click each of the newly added LABEL steps. Change the LABEL to BALANCE_DETAILS and AFTER_BALANCE_MENU. Click Apply and OK. If you have properly completed this step, your script will look similar to the image below:
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Student 1 and Student 2: drag one LABEL step from the General Pallet window and place the step below the No Data branch of the DB Get step.
Student 1 and Student 2: double click the newly added LABEL step. Change the LABEL to NO_DATA_MENU. Click Apply and OK. If you have properly completed this step, your script will look similar to the image below:
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Student 1 and Student 2: expand the Prompt folder in the Pallet window.
Student 1 and Student 2: while holding down the le mouse bu on, drag the Create Container Prompt step into the script editor pane and release it directly under the BALANCE_DETAILS label.
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Student 1 and Student 2: double click the Create Container Prompt step to open the customiza on window. Using the table below set the values for the General tab of the Create Container Prompt step.
Create Container Prompt Parameters Values
Type
Concatena on
Override Language
L[en_US]
Output Prompt
balance_prompt
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Student 1 and Student 2: click the Add bu on.
Student 1 and Student 2: in the Add Prompt pop-up window, choose balance_intro_prompt. Click OK.
Student 1 and Student 2: click the Add bu on again.
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Student 1 and Student 2: click the right most down arrow. This will open the UCCX Script Express Editor pop-up window.
Student 1 and Student 2: in the Expression Editor pop-up window, click the Prompt tab. This will allow you to add custom code to your prompts including the power of raw java code!
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Student 1 and Student 2: click the DP[?] bu on. Inside the brackets, enter 1. This will add a delayed prompt to our script, essen ally playing dead air for 1 second. It will provide a nice break between “Your account balance is,” and the playback of the actual balance. Click Apply and OK.
Student 1 and Student 2: click OK once more. No ce you now have two prompts inside the container prompt step.
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Student 1 and Student 2: click the Add bu on.
Student 1 and Student 2: click the right most down arrow. This will open the UCCX Script Express Editor pop-up window.
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Student 1 and Student 2: in the Expression Editor pop-up window, click the Prompt tab. This will allow you to add custom code to your prompts including the power of raw java code!
Student 1 and Student 2: click the $[?] bu on. Next, click the All Variables drop-down and select balance. Your Value textbox should look similar to the screenshot below:
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Student 1 and Student 2: click Apply and OK to close the expression editor. Next, click OK to close the Add Prompt pop-up window. Student 1 and Student 2: the Create Container Prompt step should have the following three prompts added. Once you have verified these se ngs, click Apply and OK.
Student 1 and Student 2: expand the Media folder inside the Pallet window. While holding down the le mouse bu on, drag the Play Prompt step into the script editor pane and release it directly under the Create Container Prompt.
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Student 1 and Student 2: double click the Play Prompt step to open the customiza on window. Click the Prompt tab. In the prompt drop-down, select balance_prompt. Leave all other op ons set to default. Click Apply and OK.
Student 1 and Student 2: while holding down the le mouse bu on, drag the Menu step into the script editor pane and release it directly under the AFTER_BALANCE_MENU label. Your script should resemble the screenshot below:
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Student 1 and Student 2: double click the Menu step to open the customiza on window. Click the Prompt tab. Using the drop-down, set the prompt to sql_results_menu_prompt. Leave all other values as default. Click Apply.
Student 1 and Student 2: click the Input tab. Set the Maximum Retries to 0 and set the Flush Input Buffer to Yes.
Student 1 and Student 2: click the Filter tab. Click Add. In the Add Op on pop-up window, enter Repeat Balance. Click OK.
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Student 1 and Student 2: ensure that the Repeat Balance connec on is highlighted blue. Click bu on 1 on the keypad to map this DTMF keypress event to the Repeat Balance connec on branch. Click Apply.
Student 1 and Student 2: click Add. In the Add Op on pop-up window, enter Representa ve. Click OK.
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Student 1 and Student 2: ensure that the Representa ve connec on is highlighted blue. Click bu on 2 on the keypad to map this DTMF keypress event to the Repeat Balance connec on branch. Click Apply.
Student 1 and Student 2: click Add. In the Add Op on pop-up window, enter Different Account. Click OK.
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Student 1 and Student 2: ensure that the Different Account connec on is highlighted blue. Click bu on 3 on the keypad to map this DTMF keypress event to the Repeat Balance connec on branch. Click Apply.
Student 1 and Student 2: click Add. In the Add Op on pop-up window enter Main Menu. Click OK.
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Student 1 and Student 2: ensure that the Main Menu connec on is highlighted blue. Click bu on 4 on the keypad to map this DTMF keypress event to the Repeat Balance connec on branch. Click Apply.
Student 1 and Student 2: click OK once more to close the Menu customiza on window. Your menu branch op ons should look similar to the screenshot below:
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Student 1 and Student 2: in the General Pallet window, while holding down the le mouse bu on, drag the Goto step into the script editor pane and release it directly under the Repeat Balance branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Goto step. In the Choose Label drop-down, select BALANCE_DETAILS. Click Apply and OK.
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Student 1 and Student 2: in the General Pallet window, while holding down the le mouse bu on, drag the Goto step into the script editor pane and release it directly under the Different Account branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Goto step. In the Choose Label drop-down, select ACCOUNT_NUMBER_ENTRY. Click Apply and OK.
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Student 1 and Student 2: in the General Pallet window, while holding down the le mouse bu on, drag the Goto step into the script editor pane and release it directly under the Main Menu branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Goto step. In the Choose Label drop-down, select OPEN_HOURS. Click Apply and OK.
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Student 1 and Student 2: in the General Pallet window, while holding down the le mouse bu on, drag the Goto step into the script editor pane and release it directly under the Timeout branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Goto step. In the Choose Label drop-down, select AFTER_BALANCE_MENU. Click Apply and OK.
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Student 1 and Student 2: in the General Pallet window, while holding down the le mouse bu on, drag the Goto step into the script editor pane and release it directly under the Unsuccessful branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Goto step. In the Choose Label drop-down, select AFTER_BALANCE_MENU. Click Apply and OK.
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Student 1 and Student 2: in the Media pallet window, while holding down the le mouse bu on, drag the Play Prompt step into the script editor pane and release it directly under the Timeout branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Play Prompt step. Click the Prompt tab. In the Prompt drop-down, select invalid_menu_op on_prompt. Leave all other op ons default. Click Apply and OK.
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Student 1 and Student 2: in the Media pallet window, while holding down the le mouse bu on, drag the Play Prompt step into the script editor pane and release it directly under the Unsuccessful branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Play Prompt step. Click the Prompt tab. In the Prompt drop-down, select invalid_menu_op on_prompt. Leave all other op ons default. Click Apply and OK.
Student 1 and Student 2: if you have properly added all steps to the Menu, your script should look similar to the screenshot listed below:
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Student 1 and Student 2: in the Media pallet window, while holding down the le mouse bu on, drag the Play Prompt step into the script editor pane and release it directly under the No Data branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Play Prompt step. Click the Prompt tab. In the Prompt drop-down, select sql_no_results_prompt. Leave all other op ons default. Click Apply and OK.
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Student 1 and Student 2: if you have properly added the Play Prompt step, your script should look similar to the screenshot listed below:
Student 1 and Student 2: while holding down the le mouse bu on, drag the Menu step into the script editor pane and release it directly under the NO DATA_MENU label. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Menu step to open the customiza on window. Click the Prompt tab. Using the drop-down, set the prompt to sql_no_results_menu_prompt. Leave all other values as default. Click Apply.
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Student 1 and Student 2: click the Input tab. Set the Maximum Retries to 0 and set the Flush Input Buffer to Yes.
Student 1 and Student 2: click Add. In the Add Op on pop-up window, enter Representa ve. Click OK.
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Student 1 and Student 2: ensure that the Representa ve connec on is highlighted blue. Click bu on 1 on the keypad to map this DTMF keypress event to the Repeat Balance connec on branch. Click Apply.
Student 1 and Student 2: click Add. In the Add Op on pop-up window, enter Different Account. Click OK.
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Student 1 and Student 2: ensure that the Different Account connec on is highlighted blue. Click bu on 2 on the keypad to map this DTMF keypress event to the Repeat Balance connec on branch. Click Apply.
Student 1 and Student 2: click OK once more to close the Menu customiza on window. Your menu branch op ons should look similar to the screenshot below:
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Student 1 and Student 2: in the General Pallet window, while holding down the le mouse bu on, drag the Goto step into the script editor pane and release it directly under the Different Account branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Goto step. In the Choose Label drop-down, select ACCOUNT_NUMBER_ENTRY. Click Apply and OK.
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Student 1 and Student 2: in the General Pallet window, while holding down the le mouse bu on, drag a Goto steps into the script editor pane and release it directly under the Timeout branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Goto step. In the Choose Label drop-down, select NO_DATA_MENU. Click Apply and OK.
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Student 1 and Student 2: in the General Pallet window, while holding down the le mouse bu on, drag a Goto steps into the script editor pane and release it directly under the Unsuccessful branch. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the Goto step. In the Choose Label drop-down, select NO_DATA_MENU. Click Apply and OK.
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Student 1 and Student 2: in an effort to save me, locate the meout branch of the AFTER_BALANCE_MENU (hint: it is above your present loca on in the script). Right click the Play Prompt step that was configured previously and select Copy. Your screen should resemble the screenshot below:
Student 1 and Student 2: in an effort to save me, click the Timeout branch under the NO DATA MENU. It should be highlighted blue. Right click and choose Paste. No ce you can copy exis ng steps and paste them in different loca ons in our script. Your screen should now resemble the screenshot below:
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Student 1 and Student 2: in an effort to save me, click the Unsuccessful branch under the NO DATA MENU. It should be highlighted blue. Right click and choose Paste. No ce you can copy exis ng steps and paste them in different loca ons in our script. Your screen should now resemble the screenshot below:
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Student 1 and Student 2: if you have properly configured the NO DATA MENU, your script should look similar to the screenshot below:
Student 1 and Student 2: the MOST IMPORTANT steps of this en re lab will be added next. In order to properly release a database connec on, you must add Database Release steps to our scripts. Expand the Database pallet window.
Student 1 and Student 2: while holding down the le mouse bu on, drag a DB Release step into the script editor pane and release it directly under the Successful branch of the DB Get step. Your script should resemble the screenshot below:
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Student 1 and Student 2: double click the DB Release step. In the DB Resource Name drop-down, select SQL_Connec on_1. Click Apply then click OK.
Student 1 and Student 2: while holding down the le mouse bu on, drag a DB Release step into the script editor pane and release it directly under the No Data branch of the DB Get Step. Your script should resemble the screenshot below:
Student 1 and Student 2: double click the DB Release step. In the DB Resource Name drop-down, select SQL_Connec on_1. Click Apply then click OK.
Student 1 and Student 2: while holding down the le mouse bu on, drag a DB Release step into the script editor pane and release it directly under the SQL Error branch of the DB Get Step. Your script should resemble the screenshot below:
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Student 1 and Student 2: double click the DB Release step. In the DB Resource Name drop-down, select SQL_Connec on_1. Click Apply then click OK.
Student 1 and Student 2: if you have properly added the DB Release steps to the script, it will look similar to the screenshot below:
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Note: Failure to properly close database connec ons inside the IVR has cost many friendships with DBAs in the past. They will get very angry with you if you fail to properly perform this step; it keeps the connec on open to the SQL Server and eventually the SQL Server stops responding.
Task 9: Execute V.S.U.R.E and Test Applica on In this task, both Student 1 and Student 2 will perform the VSURE process which properly installs our newly created Main Applica on onto the UCCX server so it can be used as an IVR Applica on. VSURE stands for Validate, Save, Upload, Refresh, Execute. It′s a common technique used when deploying new applica ons and scripts. This process is crucial and must be followed every me to ensure proper deployment. You will now execute the steps for the V.S.U.R.E. process.
VSURE: V = Validate Student 1 and Student 2: the script must be validated for program integrity. Select Tools > Validate.
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Student 1 and Student 2: the script should validate successfully and will display a Script valida on succeeded message. Click OK.
Note: If you have errors in your script, you will no ce a warning or error message displayed in the lower right hand corner of the screen, you will need to review the message (hint: double click the error message and it will take you to the exact line in the script with the error) and retrace your steps in this lab to correct as needed.
VSURE: S = Save As Student 1 and Student 2: in the top le corner of the UCCX Script Editor please choose File > Save As.
Student 1 and Student 2: ensure the Save In drop-down shows the Desktop. Enter the filename
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Physician_Lab13.aef. Click Save.
Note: It is best prac ce to always Save As instead of simply Save. In this way, you are always sure of the correct saved loca on of scripts.
VSURE: U = Upload Only one student at a me may upload scripts to the server. In this next sec on, Student 2 will trust that Student 1 has built a properly working UCCX script. Student 1 will upload the script onto the server (no pressure Student 1). Student 1: return to the CCX Administra on page. Note: You may need to log into the server if your session has med out. Browse to h ps://uccxpub-hq.globalknowledge.com. The username is admin and the password is Ci5co123!. Student 1: choose Applica ons > Script Management.
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Student 1: click the Upload Scripts bu on.
Student 1: in the Upload Script pop-up window, click Browse.
Student 1: navigate to the desktop on your respec ve machine and select the Physician_Lab13.aef script. Click Open.
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Student 1: with the Physician_Lab13.aef script selected, click Upload.
Student 1: once the page refreshes, click Return to Script Management.
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VSURE: R = Refresh One of the most important parts of the VSURE process is to refresh the script. Cisco UCCX caches the IVR Applica ons in memory. Un l you click Refresh, you are not running an applica on in produc on; you must refresh BOTH the script and the applica on in order to force it into produc on and load the new script into the UCCX servers cache and memory. Student 1: on the Script Management web page, click the Refresh icon beside the Physician_Lab13.aef script.
Student 1: navigate to Applica on > Applica on Management.
Student 1: click the Main IVR Applica on hyperlink.
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Student 1: modify the Script from SCRIPT[Physician_Lab12.aef] to SCRIPT[Physician_Lab13.aef]. Click Update. You will no ce the page will refresh and you will be presented with a new list of script parameters.
Student 1: using the table below, set the Main IVR Applica on prompts and parameters. You can browse the prompts on the server by clicking the Show Prompts bu on. Once you have entered all appropriate values, click Update. We are providing a screenshot below for your reference.
Main IVR Applica on Parameters Value
Hello_Prompt (checked)
Main_App/Hello.wav
System_Error_Prompt (checked)
Main_App/SystemError.wav
Closed_Prompt (checked)
Main_App/Closed.wav
Main_Menu_Prompt (checked)
Main_App/MainMenu.wav
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Student 1: no fy Student 2 via Cisco Jabber that they may con nue with the next step.
VSURE: E = Execute Student 1 and Student 2: test the Main IVR Applica on by calling the pilot number 19200 from your respec ve Cisco IP Communicator so phone. The system will answer the call.
Test Plan for the Applica on: Did you hear the Hello prompt? Did you hear the Main Menu prompt?
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Was DTMF Digits recognized? If you press op on 2, did the menu respond? Did you hear the “Please enter your account number” prompt? Enter a 7 digit account number that you recorded on the notepad file in an earlier sec on of this lab. Was the system able to retrieve your balance? Did you hear your balance? Did you hear the a er balance menu op ons? Examine the different menu op ons; were you able to repeat the balance? Could you return to the main menu? Enter an account number which does not exist in the database. Did the system no fy you that it could not locate your records? Examine the no results menu; were you able to enter a different account number? Instructor Challenge: Perform a new Reac ve Debug (see the end of Lab 8 for a refresher). Prove that your Account Number is being captured by the script into the Account Number String variable at run me. Examine the various database steps inside a reac ve debug; prove that your account number was captured by examining the values of the variables at run me. Examine the call flows in the menu inside the reac ve debug.
Lab Complete
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