Cisco Cisco Unified Customer Voice Portal 11.0(1) User Guide
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HAPTER
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NTRODUCTION
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ISCO
CVP
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OICE
XML
User Guide
Exit States
Each element in an application's call flow can be considered a “black box” that accepts an input
and performs an action. There may be multiple results to the actions taken by the element. In
order to retain the modularity of the system, the consequences of these results are external to the
element. Like a flowchart, each action result is linked to another element by the application
designer. The results are called exit states. Each element must have at least one exit state and
frequently has many. The use of multiple exit states creates a “branched” call flow.
and performs an action. There may be multiple results to the actions taken by the element. In
order to retain the modularity of the system, the consequences of these results are external to the
element. Like a flowchart, each action result is linked to another element by the application
designer. The results are called exit states. Each element must have at least one exit state and
frequently has many. The use of multiple exit states creates a “branched” call flow.
Customizability
Most elements require some manner of customization to perform specific tasks in a complex
voice application. Customization is accomplished through three different mechanisms supported
by Cisco CVP VoiceXML: a fixed configuration for the element, a Java API to dynamically
configure pre-built elements or to define new ones, and an API accessed via XML-data delivered
over http to do the same.
voice application. Customization is accomplished through three different mechanisms supported
by Cisco CVP VoiceXML: a fixed configuration for the element, a Java API to dynamically
configure pre-built elements or to define new ones, and an API accessed via XML-data delivered
over http to do the same.
• The
fixed configuration
approach provides a static file containing the element configuration
so that each time the element is visited in the call flow it acts the same. Even in dynamic
voice applications, not every component need be dynamic; many parts actually do not need
to change.
voice applications, not every component need be dynamic; many parts actually do not need
to change.
• The
Java API
approach is used for dynamic customization and is a high performance solution
because all actions are run by compiled Java code. The one drawback to this approach is that
it requires developers to have at least some Java knowledge, though the Java required for
interfacing with the API is basic.
it requires developers to have at least some Java knowledge, though the Java required for
interfacing with the API is basic.
• The
XML-over-HTTP
(or XML API for short) approach affords developers the ability to utilize
any programming language for the customization of elements. The only requirement is the
use of a system that can return XML based on an HTTP request made by CVP VoiceXML
Server. The advantages of this approach include: a larger array of programming language
choices, the ability to physically isolate business logic and data from the voice presentation
layer and the use of XML, which is commonly used and easy to learn. The main
disadvantage of this approach is the potential for HTTP connection problems, such as slow or
lost connections. Additionally, the performance of this approach does not typically perform
as well as compiled Java because XML must be parsed at runtime in both the Server and the
external system.
use of a system that can return XML based on an HTTP request made by CVP VoiceXML
Server. The advantages of this approach include: a larger array of programming language
choices, the ability to physically isolate business logic and data from the voice presentation
layer and the use of XML, which is commonly used and easy to learn. The main
disadvantage of this approach is the potential for HTTP connection problems, such as slow or
lost connections. Additionally, the performance of this approach does not typically perform
as well as compiled Java because XML must be parsed at runtime in both the Server and the
external system.
Voice Elements
Almost all voice applications must utilize a number of dialogs with the caller, playing audio
files, interpreting speech utterances, capturing data entered by the user, etc. The more these
dialogs can be contained in discrete components, the more they can be reused in a single
application or across multiple applications. These dialog components are encapsulated in voice
elements.
files, interpreting speech utterances, capturing data entered by the user, etc. The more these
dialogs can be contained in discrete components, the more they can be reused in a single
application or across multiple applications. These dialog components are encapsulated in voice
elements.
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