Cisco Cisco Unified Customer Voice Portal 11.0(1)
3-2
Cisco Internet Service Node (ISN) Product Description
OL-1250-03
Chapter 3 Prompt Recording and Distribution
Media File Overview
When the Application Server receives an IVR message from the NAM/ICM software, the VXML page
the Application Server generates includes an URL or file location address to the Media Server. The Voice
Browser, upon receiving this VXML page, submits an HTTP or FILE request to the Media Server to
retrieve the media file.
the Application Server generates includes an URL or file location address to the Media Server. The Voice
Browser, upon receiving this VXML page, submits an HTTP or FILE request to the Media Server to
retrieve the media file.
The Voice Browser maintains several voice buffers so that it can play out to the caller from one buffer
while retrieving and filling the others. By not waiting for the entire media file to be read in, the Voice
Browser minimizes latency to the caller while also minimizing the amount of memory consumed by the
Voice Browser.
while retrieving and filling the others. By not waiting for the entire media file to be read in, the Voice
Browser minimizes latency to the caller while also minimizing the amount of memory consumed by the
Voice Browser.
The ISN system supports system prompts and application prompts. System prompts have predefined,
well-known names and are used for Play Data functions and for standard error handling.
well-known names and are used for Play Data functions and for standard error handling.
The system supports libraries of system prompts and libraries of application prompts. Any prompt
library may be used in more than one call session; a call session may use multiple libraries.
library may be used in more than one call session; a call session may use multiple libraries.
Tools for prompt creation are off-the-shelf, such as Cool Edit Pro by Syntrillium Software Corporation
(http://www.syntrillium.com), and Vox Studio (http://www.xentec.be).
(http://www.syntrillium.com), and Vox Studio (http://www.xentec.be).
Note
It is the customer’s responsibility to select the tool, select a voice talent, record the system and
application media files for the supported applications and languages in the supported format and
encoding, and deploy the media files on the Media Server(s) in the appropriate directory.
application media files for the supported applications and languages in the supported format and
encoding, and deploy the media files on the Media Server(s) in the appropriate directory.
It is also the customer’s responsibility to select and deploy Media Servers with adequate capacity and
throughput.
throughput.
Media File Names and Types
A media file name is specified in the ICM VRU Script Configuration and used in the Run VRU Script
request for the Play Media, Get Digits, Menu, and Get Speech (in non-TTS applications)
micro-applications. The media file naming convention allows alpha-numeric characters with the
underbar character as a separator. (Spaces or hyphens are not allowed.) This naming convention provides
a mechanism for an “understandable” naming convention as opposed to numeric media file names
typically used by stand-alone VRUs.
request for the Play Media, Get Digits, Menu, and Get Speech (in non-TTS applications)
micro-applications. The media file naming convention allows alpha-numeric characters with the
underbar character as a separator. (Spaces or hyphens are not allowed.) This naming convention provides
a mechanism for an “understandable” naming convention as opposed to numeric media file names
typically used by stand-alone VRUs.
Caution
The ISN includes a library of media files/prompts for individual digits, months (referenced internally by
ISN software for a Play Data script type request), and default error messages, etc. Creation of a full set
of media/prompts for each locale referenced by the ISN customer is the responsibility of the
customer’s Media Administrator.
ISN software for a Play Data script type request), and default error messages, etc. Creation of a full set
of media/prompts for each locale referenced by the ISN customer is the responsibility of the
customer’s Media Administrator.
The media file types ISN supports are Mu-Law 8-bit .wav files and A-law 8-bit .wav files. Media files
specified with an extension will be used “as is,” for example, hello.xxx. (The default file extension is
.wav.)
specified with an extension will be used “as is,” for example, hello.xxx. (The default file extension is
.wav.)
Caution
Any unexpected (and unsupported) type of media file encountered will generate the logging of an error
and a result code of False will be returned to the ICM along with the ECC user.microapp.error_code
set appropriately. From the caller’s perspective, nothing was played, however it is the Script Editor
developer’s responsibility to write the script to handle this error condition.
and a result code of False will be returned to the ICM along with the ECC user.microapp.error_code
set appropriately. From the caller’s perspective, nothing was played, however it is the Script Editor
developer’s responsibility to write the script to handle this error condition.