Cisco Cisco Unified Customer Voice Portal 11.0(1)
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Cisco Customer Voice Portal (CVP) Release 3.0(0) Product Description
Chapter 5 CVP VoiceXML Server
VoiceXML Overview
Challenges with VoiceXML Development
Despite the robustness and broad acceptance of VoiceXML as the new standard for voice applications,
there are a number of challenges that developers face when deploying complicated systems, including:
there are a number of challenges that developers face when deploying complicated systems, including:
•
Requirement for dynamic VoiceXML – Many applications require the ability to dynamically insert
content or to base business logic on data available only at runtime. In these cases, the VoiceXML
must be dynamically generated. For example, an application that plays a “Good Morning /
Afternoon / Evening” prompt depending on the time of day requires VoiceXML to be dynamically
generated.
content or to base business logic on data available only at runtime. In these cases, the VoiceXML
must be dynamically generated. For example, an application that plays a “Good Morning /
Afternoon / Evening” prompt depending on the time of day requires VoiceXML to be dynamically
generated.
•
Voice Paradigm versus Web paradigm – There are many systems designed to manage dynamic web
content or to automatically convert web content to other formats (such as for wireless phones).
These systems, however, are not adequate for voice applications due to the fundamental difference
between a voice application and a Web application. A web page is a 2-dimensional, visual interface
while a phone call is a 1-dimensional, linear process. Converting web content to voice content often
yields voice applications with lackluster user interfaces.
content or to automatically convert web content to other formats (such as for wireless phones).
These systems, however, are not adequate for voice applications due to the fundamental difference
between a voice application and a Web application. A web page is a 2-dimensional, visual interface
while a phone call is a 1-dimensional, linear process. Converting web content to voice content often
yields voice applications with lackluster user interfaces.
•
Browser compatibility – Due to ambiguities and constant improvements in the VoiceXML
specification, no two commercially available browsers accomplish various functions in exactly the
same way. Developers must understand the variations between browsers when coding VoiceXML to
ensure compatibility.
specification, no two commercially available browsers accomplish various functions in exactly the
same way. Developers must understand the variations between browsers when coding VoiceXML to
ensure compatibility.
•
Stateless nature of VoiceXML – Like HTML, VoiceXML is a stateless mark-up language. For
applications that require the maintenance of data across a session, e.g., account or transactional
information, or phone call, pure VoiceXML does not suffice.
applications that require the maintenance of data across a session, e.g., account or transactional
information, or phone call, pure VoiceXML does not suffice.
•
Complicated coding – Despite VoiceXML’s promise to simplify voice application development, the
process of coding an application with dozens or hundreds of possible interactions with a caller can
become quite complex.
process of coding an application with dozens or hundreds of possible interactions with a caller can
become quite complex.
•
Limited back-end integration – Enterprise applications rarely operate in a vacuum. VoiceXML does
not natively support robust data access and external system integration.
not natively support robust data access and external system integration.
•
OAM&P requirements – Operators of large-scale voice applications have significant requirements
for administration, management, logging and (sometimes) provisioning. VoiceXML does not
natively support most of these functions.
for administration, management, logging and (sometimes) provisioning. VoiceXML does not
natively support most of these functions.
•
Reusability – The larger a Web or voice application becomes, the more critical reusability becomes.
This is even more pronounced in dynamic applications. VoiceXML simply provides the interface for
a voice application, it does not encapsulate common application functionality into configurable,
reusable building blocks.
This is even more pronounced in dynamic applications. VoiceXML simply provides the interface for
a voice application, it does not encapsulate common application functionality into configurable,
reusable building blocks.
The CVP VoiceXML Solution
To address the challenges, CVP VoiceXML Server provides a complete solution for rapidly conceiving,
creating and deploying dynamic VoiceXML applications. In order to understand how to use CVP
VoiceXML Server to build dynamic voice applications, one must understand the components of the
system and how they work. This section presents a high-level overview of the CVP VoiceXML Server.
creating and deploying dynamic VoiceXML applications. In order to understand how to use CVP
VoiceXML Server to build dynamic voice applications, one must understand the components of the
system and how they work. This section presents a high-level overview of the CVP VoiceXML Server.
The CVP VoiceXML Server Studio
The CVP VoiceXML Server Studio is a drag-and-drop graphical user interface (GUI) for the rapid
creation of advanced voice applications. The CVP VoiceXML Server Studio provides:
creation of advanced voice applications. The CVP VoiceXML Server Studio provides: