Cisco Cisco Customer Voice Portal 8.0(1) User Guide
Hotlinks
Many voice applications an utterance or key press that when entered by the caller results in the
application following a certain path in the call flow. In Unified CVP, these actions are referred
to as hotlinks.
application following a certain path in the call flow. In Unified CVP, these actions are referred
to as hotlinks.
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Hotlink – An utterance and / or key press that immediately brings the call to a specific part
of the call flow or throws an event.
of the call flow or throws an event.
Hotlinks are not elements in that they do not generate VoiceXML or execute any custom code.
Instead, a hotlink acts as a pointer (or link) to direct the call somewhere or throw a VoiceXML
event when the right word or key press is detected.
Instead, a hotlink acts as a pointer (or link) to direct the call somewhere or throw a VoiceXML
event when the right word or key press is detected.
There are two hotlink types: global hotlinks and local hotlinks.
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Global hotlinks are activated when the utterance/keypress is detected anywhere in the
application. An application can define any number of global hotlinks. An example of a global
hotlink is the utterance operator (and / or pressing “0”) that transfers callers to a live
representative wherever they are in the application.
application. An application can define any number of global hotlinks. An example of a global
hotlink is the utterance operator (and / or pressing “0”) that transfers callers to a live
representative wherever they are in the application.
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Local hotlinks are activated only when the utterance or keypress is detected while the caller
is within the voice element in which the local hotlink is defined, that is, that hotlink is local
to the voice element. Local hotlinks allow the application designer to catch certain utterances
or keypresses and handle them in a manner different from how the voice element would
handle it. A voice element can define any number of local hotlinks. 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 a no match event because it’s unable to interpret
the utterance as a number.
is within the voice element in which the local hotlink is defined, that is, that hotlink is local
to the voice element. Local hotlinks allow the application designer to catch certain utterances
or keypresses and handle them in a manner different from how the voice element would
handle it. A voice element can define any number of local hotlinks. 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 a no match event because it’s unable to interpret
the utterance as a number.
Hotevents
While hotlinks are caller utterances that trigger an action, there are times when the occurrence
of a VoiceXML event is expected to trigger an action. The event can be user-triggered (such as
a noinput event), asynchronous (which would be thrown by the voice browser), or
developer-defined (such as a hotlink that throws an event). In each case, the developer may
wish to play audio, store data, or move to another part of the call flow when the event is triggered.
In Unified CVP, these are referred to as hotevents.
of a VoiceXML event is expected to trigger an action. The event can be user-triggered (such as
a noinput event), asynchronous (which would be thrown by the voice browser), or
developer-defined (such as a hotlink that throws an event). In each case, the developer may
wish to play audio, store data, or move to another part of the call flow when the event is triggered.
In Unified CVP, these are referred to as hotevents.
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Hotevent – A global event that when caught, executes developer-specified actions.
Like hotlinks, hotevents can act as pointers to direct the call somewhere. They may also specify
VoiceXML to execute when the event is triggered. An application can utilize any number of
hotevents, each activated by a different event.
VoiceXML to execute when the event is triggered. An application can utilize any number of
hotevents, each activated by a different event.
Note: A hotevent is triggered by a VoiceXML event, not a server-side event such as a Java
exception or an error such as a database being down.
exception or an error such as a database being down.
User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio Release 8.0(1)
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Chapter 1: Introduction
The Unified CVP Solution