Cisco Cisco Unified Customer Voice Portal 10.5(1) User Guide
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Chapter 4: User Management
VXML Server includes a user management system for basic personalization and user activity
tracking. The primary reason for a user management system is to facilitate the customization of
voice applications depending on user preferences, demographics, and prior user activity. It is not
meant to be a replacement for fully featured commercial user management systems and can be
used in conjunction with those systems. Additionally, Unified CVP voice applications do not
require he presence of a user management system, it is provided as an aid to application
designers.
tracking. The primary reason for a user management system is to facilitate the customization of
voice applications depending on user preferences, demographics, and prior user activity. It is not
meant to be a replacement for fully featured commercial user management systems and can be
used in conjunction with those systems. Additionally, Unified CVP voice applications do not
require he presence of a user management system, it is provided as an aid to application
designers.
While the bulk of the user management system is designed to track individual users, its most
basic form can still prove useful for those applications that do not need (or want) to track
individual users but would still like to be able to provide very simple personalization such as
playing “Welcome back” when a call is received from a phone number that has called before.
When turned on, the user management system automatically keeps track of information based on
the phone numbers of callers. This is available automatically; the developer need not do any
additional work.
basic form can still prove useful for those applications that do not need (or want) to track
individual users but would still like to be able to provide very simple personalization such as
playing “Welcome back” when a call is received from a phone number that has called before.
When turned on, the user management system automatically keeps track of information based on
the phone numbers of callers. This is available automatically; the developer need not do any
additional work.
The user management system is fully integrated into VXML Server. An API is included to
provide two different interfaces to the user management system. The first interface is used to
manage the user database, allowing separate, external processes to populate, maintain, and query
the system. The second interface is provided for dynamic components of a voice application to
allow runtime updates and queries to the system. This second interface allows a voice application
to perform tasks such as playing a customized message to registered users, making decisions
based on user demographics or history, and even adding new users after the caller completes a
successful registration process. The API has both Java and XML versions. These APIs are fully
detailed in the Programming Guide for Cisco Unified CVP VXML Server and Cisco Unified
Call Studio.
provide two different interfaces to the user management system. The first interface is used to
manage the user database, allowing separate, external processes to populate, maintain, and query
the system. The second interface is provided for dynamic components of a voice application to
allow runtime updates and queries to the system. This second interface allows a voice application
to perform tasks such as playing a customized message to registered users, making decisions
based on user demographics or history, and even adding new users after the caller completes a
successful registration process. The API has both Java and XML versions. These APIs are fully
detailed in the Programming Guide for Cisco Unified CVP VXML Server and Cisco Unified
Call Studio.
Deployment
The user management system is simply a database accessed by VXML Server. Each hosted voice
application may refer to a separate user management database or may share databases if users are
to be shared across applications. The user management system can be activated by providing a
JNDI name for the relational database the user data is to be stored. This is done in the settings
pane for the application in the Builder for Call Studio. Currently, the databases supported are
MySQL and SQLServer. Note that the application server must be set up to manage connections
to this database beforehand.
application may refer to a separate user management database or may share databases if users are
to be shared across applications. The user management system can be activated by providing a
JNDI name for the relational database the user data is to be stored. This is done in the settings
pane for the application in the Builder for Call Studio. Currently, the databases supported are
MySQL and SQLServer. Note that the application server must be set up to manage connections
to this database beforehand.
Once the database itself is set up, VXML Server automatically handles the process of creating
the database tables.
the database tables.