Cisco Cisco Customer Voice Portal 8.0(1) Release Note
T
ABLE OF
C
ONTENTS
U
SER
G
UIDE FOR
C
ISCO
U
NIFIED
CVP
VXML
S
ERVER
AND
C
ISCO
U
NIFIED
C
ALL
S
TUDIO
Table Of Contents
PREFACE .............................................................................................................................................................I
P
URPOSE
.............................................................................................................................................................
I
A
UDIENCE
...........................................................................................................................................................
I
O
RGANIZATION
...................................................................................................................................................
I
O
BTAINING
D
OCUMENTATION
,
O
BTAINING
S
UPPORT
,
AND
S
ECURITY
G
UIDELINES
................................................
I
R
ELATED
D
OCUMENTATION
...............................................................................................................................
II
C
ONVENTIONS
..................................................................................................................................................
III
CHAPTER 1: INTRODUCTION ........................................................................................................................ 1
V
OICE
XML
O
VERVIEW
...................................................................................................................................... 1
Limitations of Traditional IVR Technologies.................................................................................................. 1
VoiceXML: Simplifying IVR Development...................................................................................................... 2
Key Business Benefits of VoiceXML............................................................................................................... 2
How VoiceXML Works .................................................................................................................................. 3
Challenges with VoiceXML Development ...................................................................................................... 4
T
HE
U
NIFIED
CVP
S
OLUTION
............................................................................................................................. 5
Call Studio.................................................................................................................................................... 5
VXML Server ................................................................................................................................................ 6
Unified CVP Elements................................................................................................................................... 7
Element and Session Data.......................................................................................................................................... 7
Exit States................................................................................................................................................................. 8
Customizability ......................................................................................................................................................... 8
Voice Elements.............................................................................................................................................. 9
VoiceXML Insert Elements .......................................................................................................................... 10
Decision Elements....................................................................................................................................... 11
Action Elements .......................................................................................................................................... 11
Web Services Element ................................................................................................................................. 12
Flag Elements............................................................................................................................................. 12
Hotlinks ...................................................................................................................................................... 13
Hotevents.................................................................................................................................................... 13
Application Reuse ....................................................................................................................................... 14
Application Transfers .............................................................................................................................................. 14
Subdialogs .............................................................................................................................................................. 15
U
NIFIED
CVP
C
ALL
S
TUDIO
I
NTRODUCTION
..................................................................................................... 17
Licensing .................................................................................................................................................... 17
Trial Period ............................................................................................................................................................. 17
Applying a License.................................................................................................................................................. 17
Preferences................................................................................................................................................. 20
Builder for Call Studio ................................................................................................................................ 21
Project Introduction .................................................................................................................................... 21
Creating a Call Studio Project..................................................................................................................... 21
O
NLINE HELP
................................................................................................................................................... 26
CHAPTER 2: UNIFIED CVP COMPONENTS IN DETAIL ........................................................................... 27
C
OMPONENTS
................................................................................................................................................... 27
V
ARIABLES
...................................................................................................................................................... 28
Global Data ................................................................................................................................................ 28
Application Data......................................................................................................................................... 28