Cisco Cisco Unified Customer Voice Portal 10.0(1) User Guide
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TUDIO
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example, would need a way to determine whether it should accept DTMF, speech, or both
input types. These behavioral preferences are encapsulated in a configuration, which is then
represented as an XML file. The Builder for Call Studio displays an element configuration in
the Element Configuration View and Call Services loads the XML configuration when it
starts up.
input types. These behavioral preferences are encapsulated in a configuration, which is then
represented as an XML file. The Builder for Call Studio displays an element configuration in
the Element Configuration View and Call Services loads the XML configuration when it
starts up.
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Element
. Elements are all components that can appear in a voice application call flow. These
include both functional elements such as voice elements and action elements and conceptual
elements such as hang-up elements. In Builder for Call Studio, everything appearing in the
Elements View is considered an element.
elements such as hang-up elements. In Builder for Call Studio, everything appearing in the
Elements View is considered an element.
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Global Hotlink
. A global hotlink is a link grammar that can be activated at any place in an
application to perform some action or route the call to some place in the call flow. For
example, the utterance “operator” with the DTMF key press ‘0’ is a common global hotlink
used in voice applications to allow the caller to seek help from a human agent anywhere in
the call flow.
example, the utterance “operator” with the DTMF key press ‘0’ is a common global hotlink
used in voice applications to allow the caller to seek help from a human agent anywhere in
the call flow.
•
Local Hotlink
. A local hotlink is a link grammar that can be activated only from within a
voice element and that either causes the element to exit with a specific exit state or throws a
VoiceXML event. An example is listening for the utterance “I don’t know” while in a voice
element that expects numeric input. Without the hotlink, the element would encounter an no
match event matching the utterance to a number.
VoiceXML event. An example is listening for the utterance “I don’t know” while in a voice
element that expects numeric input. Without the hotlink, the element would encounter an no
match event matching the utterance to a number.
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Hotevent
. Like a global hotlink, a hotevent can be activated at any time during the call. While
most events are triggered by the caller’s activity, a hotevent can also be triggered by
processes not directly associated with the caller. For example, an event could be triggered by
the voice browser indicating when to interrupt on-hold audio. Like a hotlink, a hotevent can
be configured to move the caller to another place in the call flow, though a hotevent may
additionally execute custom developer-specified VoiceXML. This custom VoiceXML code
could, for example, perform logging, or set the value of a VoiceXML variable.
processes not directly associated with the caller. For example, an event could be triggered by
the voice browser indicating when to interrupt on-hold audio. Like a hotlink, a hotevent can
be configured to move the caller to another place in the call flow, though a hotevent may
additionally execute custom developer-specified VoiceXML. This custom VoiceXML code
could, for example, perform logging, or set the value of a VoiceXML variable.
•
Java.
Java is a high-level programming language that the Universal Edition software is
written in and that can be used by developers to extend the functionality provided by
Universal Edition.
Universal Edition.
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JMX.
Stands for Java Management eXtensions and is a standard Java technology used to
provide visibility into an application and the JVM itself. This is used by administrators to
gauge the health of a system. Call Services exposes much information about itself as well as
the applications running on it for access and even exposes functions to allow administrators
the ability to alter how it runs.
gauge the health of a system. Call Services exposes much information about itself as well as
the applications running on it for access and even exposes functions to allow administrators
the ability to alter how it runs.
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Maintainer
. The maintainer of an application is an e-mail address that is sent messages by the
voice browser when issues occur that require attention such as missing audio files,
incorrectly formatted VoiceXML, etc.
incorrectly formatted VoiceXML, etc.
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MBean
. An MBean is a single unit that a system using JMX defines to provide information
on that unit or functions to execute on that unit. A JMX console will typically render all
MBeans exposed by a system into a tree structure to allow the administrator to navigate
MBeans exposed by a system into a tree structure to allow the administrator to navigate