Cisco Cisco Customer Voice Portal 8.0(1) User Guide
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dynamically produced configuration.
Voice elements are used to assemble the VoiceXML sent to the voice browser. Each Voice
element constitutes a discrete section of a call, such as making a recording, capturing a number,
transferring a call, etc. These pre-built components can then be reused throughout the call flow
wherever needed.
element constitutes a discrete section of a call, such as making a recording, capturing a number,
transferring a call, etc. These pre-built components can then be reused throughout the call flow
wherever needed.
Voice elements are built using the Cisco Unified CVP Voice Foundation Classes (VFCs), which
produce VoiceXML compatible with multiple voice browsers (see the Programming Guide for
Cisco Unified Customer Voice Portal for more on the VFCs and constructing custom voice
elements).
produce VoiceXML compatible with multiple voice browsers (see the Programming Guide for
Cisco Unified Customer Voice Portal for more on the VFCs and constructing custom voice
elements).
Voice elements are complete dialogs in that they can encompass just a single action or an entire
interaction with the caller. Depending on its function, a Voice element can contain almost as
much dialog as a small application. However, because of the pre-built nature of Voice elements,
application designers do not need to worry about their complexity. Each voice element is simply
a “black box” which can be treated as a single object. As a result, by combining many Voice
elements, a complex call flow can be reduced significantly.
interaction with the caller. Depending on its function, a Voice element can contain almost as
much dialog as a small application. However, because of the pre-built nature of Voice elements,
application designers do not need to worry about their complexity. Each voice element is simply
a “black box” which can be treated as a single object. As a result, by combining many Voice
elements, a complex call flow can be reduced significantly.
To fully configure Voice elements, developers must specify values for four components: settings,
VoiceXML properties, audio groups, and data. Additionally, each Voice element defines the exit
states it can return and the designer must map each exit state to another call flow component to
handle all its consequences.
VoiceXML properties, audio groups, and data. Additionally, each Voice element defines the exit
states it can return and the designer must map each exit state to another call flow component to
handle all its consequences.
A voice element is rendered as a square
Standard Elements
Standard Action Elements
Definition
Many voice applications require actions to occur “behind the scenes” at some point in the call. In
these cases, the action does not produce VoiceXML (and thus has no audible effect on the call)
or perform an action that branches the call flow (like a Decision element). Instead the action
makes a calculation, interfaces with a backend system such as a database or legacy system, stores
data to a file or notifies an outside system of a specific event. All of these processes are built into
Action elements.
these cases, the action does not produce VoiceXML (and thus has no audible effect on the call)
or perform an action that branches the call flow (like a Decision element). Instead the action
makes a calculation, interfaces with a backend system such as a database or legacy system, stores
data to a file or notifies an outside system of a specific event. All of these processes are built into
Action elements.
Action Element
Encapsulates business logic that performs tasks not
affecting the call flow (i.e., has only one exit state).
affecting the call flow (i.e., has only one exit state).