Cisco Cisco Customer Voice Portal 8.0(1) User Guide

Since action elements do not affect the call flow, they will always have a single exit state.

The configuration for a configurable action contains two components: settings and variables.

Web Services Element

Web services are a common way for any kind of application to communicate with externally
hosted servers to retrieve information or send notification events in a standard manner. Voice
applications that wish to access a web service can use the Web Service element to do so.

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Web Services Element – A special action element used to interface with a web service.

The Web Services element is an action element so has the same features: it does not affect the
call flow and has a single exit state. The Web Services element, however, has a more complex
configuration than a standard action element. Call Studio renders this configuration with its
own special interface.

One unique feature of the Web Service element is its ability to configure itself at design time.
This is done by loading a Web Services Description Language (WSDL) file. A WSDL file is
an XML file that defines the operations supported by the web services server. It is necessary in
order to define the inputs required by the service that must be entered by the designer and the
outputs returned by the service that can then be stored for use later in the application.

For much more detailed information about how to use the Web Services element, refer to the
Call Studio online help.

Flag Elements

One tool an application designer requires is a mechanism where the activities of callers can be
analyzed to determine which part of the application is the most popular, creates confusion, or
otherwise is difficult to find. To do these analyses, the developer would require knowledge on
whether a caller (or how many callers) reached a certain point in the application call flow. This
check may also be done within the call itself, changing its behavior dynamically if a caller
visited a part of the application previously. To do this, the developer would use flag elements.

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Flag Element – Records when a caller reached a certain point in the call flow.

Flag elements can be seen as beacons, which are triggered when a caller visits a part of the call
flow. The application designer can place these flag elements in parts of the call flow that need
to be tracked. When the flag is tripped, the application log is updated so that post-call analysis
can determine which calls reached that flag. The flag trigger is also stored within the call data
so an application can make decisions based on flags triggered by the caller.

Flag elements have a single exit state and do not affect the call flow whatsoever.

User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio Release 8.0(1)