Cisco Cisco Customer Voice Portal 8.0(1)
5-3
Cisco Customer Voice Portal (CVP) Release 3.0(0) Product Description
Chapter 5 CVP VoiceXML Server
VoiceXML Overview
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Lower hardware and maintenance costs – VoiceXML applications run on commonly available
hardware and software, enabling businesses to save money by using equipment that they already
own instead of purchasing special purpose hardware. Additionally, businesses can use the same team
that handles existing enterprise maintenance to maintain IVR applications written in VoiceXML.
hardware and software, enabling businesses to save money by using equipment that they already
own instead of purchasing special purpose hardware. Additionally, businesses can use the same team
that handles existing enterprise maintenance to maintain IVR applications written in VoiceXML.
•
Affordable scaling – In a VoiceXML-based IVR model, application logic resides on a
web/application server and is separate from telephony equipment. Businesses can avoid unneeded
capital investment by purchasing capacity for regular day-to-day needs and outsourcing seasonal
demand to a network provider.
web/application server and is separate from telephony equipment. Businesses can avoid unneeded
capital investment by purchasing capacity for regular day-to-day needs and outsourcing seasonal
demand to a network provider.
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Applications for every budget – Competition between VoiceXML application developers provides a
variety of IVR solutions for budgets of all sizes. Businesses only pay for needed application features
as an open marketplace offers a larger number of competing applications at varying price points.
variety of IVR solutions for budgets of all sizes. Businesses only pay for needed application features
as an open marketplace offers a larger number of competing applications at varying price points.
How VoiceXML Works
Designed to leverage Web infrastructure, VoiceXML is analogous to HTML, which is a standard for
creating Web sites. Like HTML, the development of voice applications using VoiceXML is simple,
straightforward and therefore does not require specialized knowledge of proprietary telephony systems.
Since the intricacies of developing voice applications are hidden from developers, they can focus on
business logic and call flow design rather than complex platform and infrastructure details.
creating Web sites. Like HTML, the development of voice applications using VoiceXML is simple,
straightforward and therefore does not require specialized knowledge of proprietary telephony systems.
Since the intricacies of developing voice applications are hidden from developers, they can focus on
business logic and call flow design rather than complex platform and infrastructure details.
With VoiceXML, callers interact with the voice application over the phone using a voice browser. The
voice browser is analogous to a graphical Web browser, such as Microsoft’s Internet Explorer. Instead
of interpreting HTML as a web browser does, the voice browser interprets VoiceXML and allows callers
to access information and services using their voice and a telephone.
voice browser is analogous to a graphical Web browser, such as Microsoft’s Internet Explorer. Instead
of interpreting HTML as a web browser does, the voice browser interprets VoiceXML and allows callers
to access information and services using their voice and a telephone.
Figure 5-1
VoiceXML Platform Architecture
As indicated in Figure 1-1, the primary components of the VoiceXML platform architecture are the
telephone, voice browser and application server. The voice browser, a platform that interprets
VoiceXML, manages the dialog between the application and the caller by sending requests to the
application server. Based on data, content and business logic, the application server creates a VoiceXML
document dynamically or uses a static VoiceXML document that it sends back to the voice browser as a
response.
telephone, voice browser and application server. The voice browser, a platform that interprets
VoiceXML, manages the dialog between the application and the caller by sending requests to the
application server. Based on data, content and business logic, the application server creates a VoiceXML
document dynamically or uses a static VoiceXML document that it sends back to the voice browser as a
response.