Cisco Cisco Unified Customer Voice Portal 10.0(1)
1-4
Cisco Internet Service Node (ISN) Configuration and Administration Guide
OL-1251-03
Chapter 1 Introduction to ISN
Example: “Welcome to XYZ Corporation”
What are Micro-Applications?
Micro-applications are a set of specific IVR functions in the ISN that can be invoked by the ICM
software, enabling communication with the caller. There are five ISN micro-applications:
software, enabling communication with the caller. There are five ISN micro-applications:
•
Play Media. Plays a message (.wav file) to the caller.
•
Play Data. Retrieves data from a storage area and plays it to the caller in a specific format called
a data play back type.
a data play back type.
•
Get Digits. Plays a media file and retrieves digits from the caller.
•
Menu. Plays a menu media file and retrieves a single telephone keypad entry from the caller.
•
Get Speech. Collects ASR or DTMF input after prompting a caller.
Note
Micro-applications reside on the ISN’s Application Server.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.
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.
Micro-applications also accept HTTP requests from the Voice Browser that the Application Server
then processes and sends back to the NAM/ICM using ICM/IVR Service Control tool.
then processes and sends back to the NAM/ICM using ICM/IVR Service Control tool.
The ICM/ISN Micro-Application Connection
Before the ISN IVR solution can be accessible through the Script Editor’s Run VRU Script node, you
must first set up the NAM/ICM software with special ISN parameters using the ICM Configuration
Manager tool.
must first set up the NAM/ICM software with special ISN parameters using the ICM Configuration
Manager tool.
Your first step would be to use the ICM Configuration Manager’s Network VRU Script window to
define the ISN parameters.
define the ISN parameters.
shows a Network VRU Script tool’s Attribute tab set up to send
the following information to the ISN:
•
PM,Welcome. (VRU Script Name field.) This means: “Use the instructions in the Play Media
micro-application to play the Welcome.wav media file.”
micro-application to play the Welcome.wav media file.”
•
N. (Configuration Param field.) This means: “Do not allow barge-in.” (Barge-in is when the
caller can interrupt message play by entering a digit, causing the script to move to the next
prompt.) Defaults are used for all other settings in the VRU Script Name and Configuration
Param fields.
caller can interrupt message play by entering a digit, causing the script to move to the next
prompt.) Defaults are used for all other settings in the VRU Script Name and Configuration
Param fields.