Cisco Cisco Customer Voice Portal 8.0(1) User Guide

C

HAPTER 

1:

 

I

NTRODUCTION

 

 

V

OICE

XML

 

S

ERVER 

U

SER 

G

UIDE 

 

 

 

FOR 

C

ISCO 

U

NIFIED 

C

USTOMER 

V

OICE 

P

ORTAL 

R

ELEASE 

4.0(1) 

 

 

 

 

 

5

   

 – Like HTML, VoiceXML is a stateless mark-up language. For 

applications that require the maintenance of data across a session, e.g., account or 
transactional information, or phone call, pure VoiceXML does not suffice. 

   

 – Despite VoiceXML’s promise to simplify voice application 

development, the process of coding an application with dozens or hundreds of possible 
interactions with a caller can become quite complex. 

   

 – Enterprise applications rarely operate in a vacuum. 

VoiceXML does not natively support robust data access and external system integration. 

   

 – Operators of large-scale voice applications have significant 

requirements for administration, management, logging and (sometimes) provisioning. 
VoiceXML does not natively support most of these functions. 

   

 – The larger a Web or voice application becomes, the more critical reusability 

becomes. This is even more pronounced in dynamic applications. VoiceXML simply 
provides the interface for a voice application; it does not encapsulate common application 
functionality into configurable, reusable building blocks. 

To address the challenges, Unified CVP provides a complete solution for rapidly conceiving, 
creating and deploying dynamic VoiceXML 2.0 compliant applications. In order to understand 
how to use Unified CVP to build dynamic voice applications, one must understand the 
components of the system and how they work. This section presents a high-level overview of all 
the components of Unified CVP software. 
 
The Unified CVP VXML subsystem consists of three main components, Unified CVP 
VoiceXML Studio, Unified CVP VoiceXML Server and Unified CVP Elements. Each of these 
components is discussed in further detail in the remainder of this section.  

Unified CVP VoiceXML Studio is a development platform for the creation of voice applications. 
VoiceXML Studio provides a framework on which a whole host of Unified CVP and third-party 
tools will appear with a robust, consistent interface for voice application designers and 
developers to use. VoiceXML Studio will provide a true control panel for developing all aspects 
of a voice application, each function implemented as a plug-in to the greater VoiceXML Studio 
platform. 

The most important plug-in for VoiceXML Studio is the drag-and-drop graphical user interface 
(GUI) for the rapid creation of advanced voice applications. Unified CVP VoiceXML Studio 
provides: