Cisco Cisco Unified Customer Voice Portal 10.5(1)
Scripting Alternatives: VoiceXML vs. Unified ICME
Scripting
Scripting
Two service creation environments (script editors) are available in the Unified CVP solution.
Sophisticated IVR applications can be developed using Call Studio. This is an Eclipse-based
service creation environment whose output is an intermediary file which describes the application
flow. That file gets loaded onto the VXML Server machines for execution. To invoke a VXML
Server application, the script writer includes a special micro-application in his Unified ICME
routing script. This micro-application actually instructs the VXML Gateway to interact with
the VXML Server directly to execute the application. Final results are then passed back to
Unified ICME.
service creation environment whose output is an intermediary file which describes the application
flow. That file gets loaded onto the VXML Server machines for execution. To invoke a VXML
Server application, the script writer includes a special micro-application in his Unified ICME
routing script. This micro-application actually instructs the VXML Gateway to interact with
the VXML Server directly to execute the application. Final results are then passed back to
Unified ICME.
Among its many features, the VoiceXML scripting environment has a drag-and-drop interface
with a palette of IVR functions, can do database queries, and can even be extended with Java
code written to perform any task a Java application could perform.
with a palette of IVR functions, can do database queries, and can even be extended with Java
code written to perform any task a Java application could perform.
The ICM Script Editor is used to develop agent routing scripts, and to invoke Unified CVP
micro-applications—basic building blocks of a voice interaction design. The Unified CVP
micro-applications are Play Media, Get Speech, Get Digits, Menu, Play Data, and Capture.
They are combined and customized in the Unified ICME routing script to produce a viable voice
interaction with the caller. While it is possible to develop full scale IVR applications using
micro-applications, it is not recommended. Micro-application-based scripts are primarily used
for initial prompt and collect operations, as well as for directing the playing of .wav files while
calls are in queue.
micro-applications—basic building blocks of a voice interaction design. The Unified CVP
micro-applications are Play Media, Get Speech, Get Digits, Menu, Play Data, and Capture.
They are combined and customized in the Unified ICME routing script to produce a viable voice
interaction with the caller. While it is possible to develop full scale IVR applications using
micro-applications, it is not recommended. Micro-application-based scripts are primarily used
for initial prompt and collect operations, as well as for directing the playing of .wav files while
calls are in queue.
Note: The capability of using Unified ICME scripting for anything other than simple functions
has been kept in support of legacy deployments. New customers are strongly advised to use the
VoiceXML scripting environment.
has been kept in support of legacy deployments. New customers are strongly advised to use the
VoiceXML scripting environment.
In the "typical" 2-script implementation for Unified ICME-integrated models, which is what is
under discussion here, the ICM script remains in control (and receives control back), even while
it "delegates" the more complex self service activity to the VXML Server script. Data can be
passed from one script to the other and back through ECC variables.
under discussion here, the ICM script remains in control (and receives control back), even while
it "delegates" the more complex self service activity to the VXML Server script. Data can be
passed from one script to the other and back through ECC variables.
Planning Guide for Cisco Unified Customer Voice Portal Cisco Unified Customer Voice Portal 4.1(1)
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Chapter 10