Cisco Cisco Unified Customer Voice Portal 10.5(1)
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Cisco Customer Voice Portal (CVP) Release 3.0(0) Configuration and Administration Guide
Chapter 2 Using NAM/ICM with the CVP IVR Solution
CVP Micro-Applications
•
Date. Returned to ICM software as a fixed-length date string with the format yyyymmdd where yyyy
is the year, mm is the month, and dd is the day.
is the year, mm is the month, and dd is the day.
•
Currency. Returned to ICM software as a string with the format UUUmmm.mm or mmm.mm, where
UUU is the three-character currency indicator (for example, USD), and mmm.mm is the currency
amount with a decimal point.
UUU is the three-character currency indicator (for example, USD), and mmm.mm is the currency
amount with a decimal point.
Note
Whether UUU is used depends both on the ASR capabilities and on whether the caller said
it unambiguously (for example, “dollar” and “dinar” are ambiguous, and so the UUU
segment will not be included in the return value).
it unambiguously (for example, “dollar” and “dinar” are ambiguous, and so the UUU
segment will not be included in the return value).
•
Number.Returned to ICM software as a string of digits from 0 to 9 which can optionally include a
decimal point and/or a plus or minus sign as a prefix to indicate that the numbers ia a positive or
negative number.
decimal point and/or a plus or minus sign as a prefix to indicate that the numbers ia a positive or
negative number.
•
Time. Returned to ICM software as a five-character string in the format hhmmx, where hh is hours,
mm is minutes and x is one of the following:
mm is minutes and x is one of the following:
–
a - AM
–
p - PM
–
? - unknown/ambiguous
Get Speech and Entry Completion
The ASR Engine tests Get Speech input entry against two conditions to determine whether entry is
complete:
complete:
•
If a caller enters input, the ASR Engine checks whether the input is within the set of valid grammar
for this script.
for this script.
•
If a caller does not enter input, the ASR Engine checks whether the No Entry Timeout value has
been reached.
been reached.
Caution
It is important that you set up your NAM/ICM script to test for all the scenarios mentioned below.
If input entry is complete
After a caller enters input, the ASR Engine validates the input against the valid grammar set that was
defined using the Set node to define the user.microapp.grammar_choices ECC variable. Then the CVP
does the following:
defined using the Set node to define the user.microapp.grammar_choices ECC variable. Then the CVP
does the following:
•
If the input is valid, the CVP stores the input in the user.microapp.caller_input ECC variable, exits
the node through the Checkmark (success) branch, and returns control to ICM software.
the node through the Checkmark (success) branch, and returns control to ICM software.
•
If the input is not valid, the CVP considers it an invalid entry and does the following:
–
If the Number of Invalid Entry Tries value has not been reached, the CVP plays the “invalid
message” file and re-plays the menu prompt.
message” file and re-plays the menu prompt.
–
If the Number of Invalid Entry Tries value has been reached, the CVP stores the last-entered
invalid digit in the Call.CallerEnteredDigits variable, exits the node through the X (failure)
branch, sets the user.microapp.error_code ECC variable to 16 (Reached Maximum Invalid
Tries), and returns control to ICM software.
invalid digit in the Call.CallerEnteredDigits variable, exits the node through the X (failure)
branch, sets the user.microapp.error_code ECC variable to 16 (Reached Maximum Invalid
Tries), and returns control to ICM software.