Cisco Cisco Customer Voice Portal 8.0(1)
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Cisco Customer Voice Portal (CVP) Release 3.0(0) Product Description
Chapter 1 Introduction
Other CVP Features
Note
For more detailed information about each of these deployment options, including checklists for
configuration tasks, see Appendix C of the Cisco Customer Voice Portal (CVP) Configuration and
Administration Guide.
configuration tasks, see Appendix C of the Cisco Customer Voice Portal (CVP) Configuration and
Administration Guide.
Other CVP Features
This section discusses the following additional CVP features.
•
NAM/ICM Scripting
•
Transferring Calls with CVP
•
ASR/TTS
•
CVP VoiceXML Studio scripting (using the ICM Script Editor)
NAM/ICM Scripting
The ICM Script Editor is the scripting engine behind the CVP. It provides the user-programmable
scripting environment for CVP call handling.
scripting environment for CVP call handling.
CVP Version 3.0 comes with a number of pre-built building block applications, called
micro-applications. Micro-applications reside on the CVP’s Application Server and contain instructions
that direct the CVP’s software and hardware interaction, enabling communication with the caller.
micro-applications. Micro-applications reside on the CVP’s Application Server and contain instructions
that direct the CVP’s software and hardware interaction, enabling communication with the caller.
The interface between the Application Server and the NAM/ICM is a Cisco ICM/IVR Service Control
Interface. The Application Server takes information in the messages sent by the NAM/ICM, interprets it
using the micro-applications, and generates VXML code that it sends to the Voice Browser for
processing.
Interface. The Application Server takes information in the messages sent by the NAM/ICM, interprets it
using the micro-applications, and generates VXML code that it sends to the Voice Browser for
processing.
There are five CVP micro-applications:
•
Play Media. Plays a message to the caller.
•
Play Data. Plays data such as dates or numbers to the caller in a specific format, called a data play
back type (External VXML available with the V option).
back type (External VXML available with the V option).
•
Get Digits. Plays a message to the caller and collects DTMF digits.
•
Menu. Plays a message (menu) to the caller and collects a single DTMF.
•
Get Speech. Collects ASR input (voice or DTMF digits) after prompting a caller. This micro-application
may also be used to invoke VoiceXML applications from an external server, such as the CVP VoiceXML
Server (External VXML available with the V option).
may also be used to invoke VoiceXML applications from an external server, such as the CVP VoiceXML
Server (External VXML available with the V option).
Note
For more information on micro-applications, see the Customer Voice Portal (CVP) Configuration and
Administration Guide.
Administration Guide.
Using the NAM/ICM Script Editor, these building blocks can be combined in any order to build a
complete IVR script.
complete IVR script.
shows an example of an CVP script.