Cisco Cisco Unified Customer Voice Portal 11.0(1) User Guide
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Chapter 5: VXML Server Logging
Logging plays an important part in voice application development, maintenance, and
improvement. During development, logs help identify and describe errors and problems with the
system. Voice applications relying heavily on speech recognition require frequent tuning in order
to maximize recognition effectiveness. Voice application design may also be changed often,
taking into account the behaviors of callers over time. The more information an application
designer has about how callers interact with the voice application, the more that can be done to
modify the application to help callers perform their tasks faster and easier.
improvement. During development, logs help identify and describe errors and problems with the
system. Voice applications relying heavily on speech recognition require frequent tuning in order
to maximize recognition effectiveness. Voice application design may also be changed often,
taking into account the behaviors of callers over time. The more information an application
designer has about how callers interact with the voice application, the more that can be done to
modify the application to help callers perform their tasks faster and easier.
For example, a developer could determine the most popular part of the voice application and
make that easier to reach for callers. If a large proportion of callers ask for help in a certain part
of the application the prompt might need to be rewritten to be clearer. After analyzing the
utterances of various callers, the effectiveness of grammars can be determined so that additional
words or phrases can be added or removed. None of this is possible without detailed logs of
caller behavior. While each component of a complete IVR system such as the voice browser and
speech recognition system provide their own logs, VXML Server provides logs that tie all this
information together with the application logic itself. This chapter explains everything having to
do with logging on VXML Server.
make that easier to reach for callers. If a large proportion of callers ask for help in a certain part
of the application the prompt might need to be rewritten to be clearer. After analyzing the
utterances of various callers, the effectiveness of grammars can be determined so that additional
words or phrases can be added or removed. None of this is possible without detailed logs of
caller behavior. While each component of a complete IVR system such as the voice browser and
speech recognition system provide their own logs, VXML Server provides logs that tie all this
information together with the application logic itself. This chapter explains everything having to
do with logging on VXML Server.
Due to the importance of logging VXML Server has been designed to offer the maximum
flexibility with regards to what can be logged, how it is logged, and where it is logged. The logs
generated by VXML Server by default can be customized to fit the needs of a deployment. In
addition, a Java API exists that allows developers to create their own ways of handling logging
for better integration with the deployed environment or tailored specifically for special needs.
flexibility with regards to what can be logged, how it is logged, and where it is logged. The logs
generated by VXML Server by default can be customized to fit the needs of a deployment. In
addition, a Java API exists that allows developers to create their own ways of handling logging
for better integration with the deployed environment or tailored specifically for special needs.
Loggers
VXML Server handles all logging activity through the use of loggers. Loggers are plugins to
VXML Server that listen for certain logging events and handle them in a custom manner, from
storing the information in log files, sending the information to a database, or even to interface
with a reporting system. Any number of loggers can be used, even multiple instances of the same
logger. A logger may or may not require a configuration that will allow the designer to
customize how the logger performs.
VXML Server that listen for certain logging events and handle them in a custom manner, from
storing the information in log files, sending the information to a database, or even to interface
with a reporting system. Any number of loggers can be used, even multiple instances of the same
logger. A logger may or may not require a configuration that will allow the designer to
customize how the logger performs.
VXML Server comes with several loggers that provide all necessary information in text log files.
Some provide configurations to allow for a level of customization in how the loggers perform.
VXML Server exposes a Java API to allow developers the flexibility of creating their own
loggers to allow for even more customization. See the Programming Guide for Cisco Unified
CVP VXML Server and Cisco Unified Call Studio for detailed information on how to build
custom loggers.
Some provide configurations to allow for a level of customization in how the loggers perform.
VXML Server exposes a Java API to allow developers the flexibility of creating their own
loggers to allow for even more customization. See the Programming Guide for Cisco Unified
CVP VXML Server and Cisco Unified Call Studio for detailed information on how to build
custom loggers.