Cisco Cisco Customer Voice Portal 8.0(1)
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Cisco Customer Voice Portal (CVP) Release 3.1(0) Configuration and Administration Guide
Chapter 1 The Customer Voice Portal Solution
Example: “Welcome to XYZ Corporation”
What are Micro-Applications?
Micro-applications are a set of specific IVR functions that can be invoked by the ICM software, enabling
communication with the caller. There are five CVP micro-applications:
communication with the caller. There are five CVP micro-applications:
•
Play Media. Plays a message (.wav file) to the caller.
•
Play Data. Retrieves data from a storage area and plays it to the caller in a specific format called a
data play back type.
data play back type.
•
Get Digits. Plays a media file and retrieves digits from the caller.
•
Menu. Plays a menu media file and retrieves a single telephone keypad entry from the caller.
•
Get Speech. Collects ASR or DTMF input after prompting a caller.
•
Capture. The Capture (CAP) micro-application allows you to trigger the storage of current call data
at multiple points in the ICM routing script.
at multiple points in the ICM routing script.
Note
Micro-applications reside on the CVP’s Application Server.The Application Server takes information in
the messages sent by the NAM/ICM, interprets it using the micro-applications, and generates VXML
code that it sends to the Voice Browser for processing.
the messages sent by the NAM/ICM, interprets it using the micro-applications, and generates VXML
code that it sends to the Voice Browser for processing.
Micro-applications also accept HTTP requests from the Voice Browser that the Application Server then
processes and sends back to the NAM/ICM using ICM/IVR Service Control tool.
processes and sends back to the NAM/ICM using ICM/IVR Service Control tool.
The ICM/CVP Micro-Application Connection
Before the CVP IVR solution can be accessible through the Script Editor’s Run VRU Script node, you
must first set up the NAM/ICM software with special CVP parameters using the ICM Configuration
Manager tool.
must first set up the NAM/ICM software with special CVP parameters using the ICM Configuration
Manager tool.
Begin by using the ICM Configuration Manager’s Network VRU Script window to define CVP
parameters.
parameters.
shows a Network VRU Script tool’s Attribute tab set up to send the following
information to CVP:
•
PM,Welcome. (VRU Script Name field.) This means: “Use the instructions in the Play Media
micro-application to play the Welcome.wav media file.”
micro-application to play the Welcome.wav media file.”
•
N. (Configuration Param field.) This means: “Do not allow barge-in.” (Barge-in is when the caller
can interrupt message play by entering a digit, causing the script to move to the next prompt.)
Defaults are used for all other settings in the VRU Script Name and Configuration Param fields.
can interrupt message play by entering a digit, causing the script to move to the next prompt.)
Defaults are used for all other settings in the VRU Script Name and Configuration Param fields.