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Cisco Unified Customer Voice Portal 11.5(1)
User Guide
Cisco Cisco Unified Customer Voice Portal 11.5(1) User Guide
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T
ABLE OF
C
ONTENTS
V
OICE
XML
S
ERVER
U
SER
G
UIDE
FOR
C
ISCO
U
NIFIED
C
USTOMER
V
OICE
P
ORTAL
R
ELEASE
4.0(1)
iii
PREFACE ................................................................................................................................................................. VI
P
URPOSE
..................................................................................................................................................................
VI
A
UDIENCE
...............................................................................................................................................................
VI
O
RGANIZATION
.......................................................................................................................................................
VI
R
ELATED
D
OCUMENTATION
....................................................................................................................................
VI
C
ONVENTIONS
.......................................................................................................................................................
VIII
O
BTAINING
D
OCUMENTATION
.................................................................................................................................
IX
Cisco.com............................................................................................................................................................ix
Product Documentation DVD .............................................................................................................................ix
Ordering Documentation ....................................................................................................................................ix
D
OCUMENTATION
F
EEDBACK
..................................................................................................................................
IX
C
ISCO
P
RODUCT
S
ECURITY
O
VERVIEW
...................................................................................................................
IX
R
EPORTING
S
ECURITY
P
ROBLEMS IN
C
ISCO
P
RODUCTS
...........................................................................................
X
P
RODUCT
A
LERTS AND
F
IELD
N
OTICES
....................................................................................................................
X
O
BTAINING
T
ECHNICAL
A
SSISTANCE
......................................................................................................................
XI
Cisco Support Website ........................................................................................................................................xi
Submitting a Service Request ..............................................................................................................................xi
Definitions of Service Request Severity..............................................................................................................xii
D
EVELOPER
S
ERVICES
............................................................................................................................................
XII
O
BTAINING
A
DDITIONAL
P
UBLICATIONS AND
I
NFORMATION
................................................................................
XIII
CHAPTER 1: INTRODUCTION...............................................................................................................................1
V
OICE
XML
O
VERVIEW
.............................................................................................................................................1
Limitations of Traditional IVR Technologies .......................................................................................................1
VoiceXML: Simplifying IVR Development ...........................................................................................................2
Key Business Benefits of VoiceXML.....................................................................................................................2
How VoiceXML Works.........................................................................................................................................3
Challenges with VoiceXML Development............................................................................................................4
T
HE
U
NIFIED
CVP
S
OLUTION
....................................................................................................................................5
Unified CVP VoiceXML Studio ............................................................................................................................5
Unified CVP VoiceXML Server............................................................................................................................6
Unified CVP Elements .........................................................................................................................................7
Element and Session Data .....................................................................................................................................................7
Exit States ..............................................................................................................................................................................8
Customizability ......................................................................................................................................................................8
Voice Elements.....................................................................................................................................................8
VoiceXML Insert Elements.................................................................................................................................10
Decision Elements..............................................................................................................................................11
Action Elements..................................................................................................................................................11
Flag Elements ....................................................................................................................................................12
Hotlinks ..............................................................................................................................................................12
Hotevents............................................................................................................................................................12
Application Transfers.........................................................................................................................................13
CHAPTER 2: VOICEXML SERVER COMPONENTS IN DETAIL..................................................................14
C
OMPONENTS
..........................................................................................................................................................14
V
ARIABLES
..............................................................................................................................................................15
Global Data .......................................................................................................................................................15
Application Data ................................................................................................................................................15
Session Data.......................................................................................................................................................16
Element Data .....................................................................................................................................................16
Component Accessibility ....................................................................................................................................17
API
S
........................................................................................................................................................................17
C
ONFIGURABLE
E
LEMENTS
.....................................................................................................................................18
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