Cisco Unified Contact Center Express

Document ID: 49581

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Introduction

This document describes one of the reasons why the Cisco IP AutoAttendant script (aa.aef) fails to spell the names of the multiple hits it has. This problem occurs with all products which use the Cisco Customer Response Solutions (CRS) engine.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco CRS

• Data Connection (DC) Directory

Components Used

The information in this document is based on these software and hardware versions:

• Cisco IP Contact Center (IPCC) Express Edition version 3.x

• Cisco CallManager version 3.x

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

When you process dialing by name in the aa.aef, and multiple names exist in the search, aa.aef does not spell back the names of the multiple hits. The message Found P E T E R, and so forth, is not received. Instead, this message appears:

for <pause> press 1, for <pause> press 2

When you press 1 or 2, the call is successfully transferred.

This problem occurs if these four conditions are met:

1. The CRS engine is running.

2. AutoAttendent application is running.

3. The aa.aef script which comes with the system is running.

4. The Cisco CallManager DC Directory is used as your IP Telephony directory.

Solution

This is a configuration issue. Add a Lightweight Directory Access Protocol (LDAP) directory attribute to fix the problem. Complete these steps:

1. Select Start > Programs > DC Directory Administrator on the Cisco CallManager.

2. Login as Directory Manager.

3. Expand the Directory, Directory\cisco.com\CCN.

4. Select System Profile on the left.

   The DC Directory Admin window appears.

   

5. Double-click System Profile on the right, and select CCM Configuration in the menu bar.

   The System Profile window appears.

   

6. Enter mail in the User Search Attribute field.

7. Click Modify.

8. Click OK.

After the modification, the AutoAttendant application starts to spell names when multiple names are found.

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