Cisco Cisco Unified Customer Voice Portal 10.0(1) User Guide

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HAPTER 

2:

 

V

OICE

XML

 

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ERVER 

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OMPONENTS IN 

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ETAIL

 

 

V

OICE

XML

 

S

ERVER 

U

SER 

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UIDE 

 

 

 

FOR 

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ISCO 

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NIFIED 

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USTOMER 

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OICE 

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ORTAL 

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ELEASE 

4.0(1) 

 

 

 

 

 

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menu normally. A tricky part of the rule is that it must deal with the day, month, and the year, 
making sure that callers from previous years and future years are handled correctly as well. Since 
the current state of the XML format does not allow date comparisons, a way must be determined 
to make this restriction. The solution is to use multiple rules which progressively get more 
restrictive in a sort of process-of-elimination manner. Since all conditions are to be handled, the 
rule must include those who do not hear the changed message using the same scheme (there is no 
need to use the default exit state). In English, the rules are: 

1 

The year the last time the caller triggered the flag “account menu” 
is less than 2004 

play changed 

2 

The year the last time the caller triggered the flag “account menu” 
is greater than 2004 

normal 

Note that at this time, if the above two rules were not triggered, the caller triggered the flag in the 
year 2004. 
3 

The month of the year the last time the caller triggered the flag 
“account menu” is less than 6 

play changed 

4 

The month of the year the last time the caller triggered the flag 
“account menu” is greater than 6 

normal 

Note that at this time, if the above two rules were not triggered, the caller triggered the flag in 
June 2002. 
5 

The day of the month the last time the caller triggered the flag 
“account menu” is less than or equal to 15 

play changed 

6 

The day of the month the last time the caller triggered the flag 
“account menu” is greater than 15 

normal 

The Unified CVP decision element XML file would be named “IsCallerAWinner” and be saved 
in 

AUDIUM_HOME/applications/Example3/data/misc.

  

The content of the XML file will be: 

<?xml version="1.0" encoding="ISO-8859-1"?> 
<!DOCTYPE knowledge_base SYSTEM "../../../../dtds/DecisionKnowledgeBase.dtd"> 
<knowledge_base> 
   <rule name="NewMessageTest"> 
      <exit_state name="play changed" conjugate="and"> 
         <number operator="less">          
             <historical_data type="last_date_time" field="year">  
                <caller/> 
                <flag name="account menu"/> 
             </historical_data> 
             <constant_number value="2004"/>  
         </number> 
      </exit_state>