Cisco Cisco Unified Customer Voice Portal 11.0(1) User Guide
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Chapter 4: User Management
Unified CVP VoiceXML 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 the presence of a user management system, it is provided as an aid to
application designers.
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 the 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 Unified CVP VoiceXML 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 Customer Voice
Portal.
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 Customer Voice
Portal.
Deployment
The user management system is simply a database accessed by Unified CVP VoiceXML 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 Unified CVP VoiceXML 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.
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 Unified CVP VoiceXML 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, the VoiceXML Server automatically handles the process of
creating the database tables.
creating the database tables.