Cisco Cisco Unified Customer Voice Portal 11.0(1)

Figure 29: Call Studio Application

Note: For more information about Call Studio applications, see the Call Studio documentation.

VXML Server Reporting

VXML Server applications can be designed to function in a wide range of paradigms, from the
VXML Server virtually controlling the entire user interaction to performing individual
interactions on a scale similar to that of the Unified CVP micro-applications. Between these
extremes, the VXML Server applications might be designed to implement specific transactions.
For example, in a banking application a transaction might consist of all the user interactions
required to successfully complete a balance transfer or a telephone bill payment. The high-level
menus which the user might use to select a particular type of transaction would be controlled
by the Unified ICME routing script, using standard Unified CVP micro-applications such as
Menu and Play Media. Once a particular transaction type has been chosen, the Unified ICME
routing script would issue an External VoiceXML micro-application to invoke the appropriate
VXML Server application which implements that transaction type. Once the VXML Server
application completes, control returns to the Unified ICME routing script for further menus.
Typically, audit information about the transaction would be returned, and can be stored in the
Unified ICME database. It is also used to determine whether the transaction was successful or
unsuccessful, needs to be transferred or queued to an agent, and so forth.

While Unified ICME VRU Progress reporting capabilities are always in effect, they compliment
VXML Server applications most effectively when this transaction-oriented design is used. The
customer would define a Unified ICME CallType for each type of transaction, and use the audit
information returned from the VXML Server to determine how to set the Unified ICME's

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)