Cisco Cisco Unified Customer Voice Portal 10.0(1)
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Cisco Internet Service Node (ISN) Configuration and Administration Guide
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Chapter 2 Using NAM/ICM with the ISN IVR Solution
ISN Micro-Applications
ISN Micro-Applications
Note
Different Voice Browsers use various parameters differently. This affects how third-party Voice
Browsers interact with the ISN micro-applications. For example, although ISN allows timeout
parameters to be set to a value in the range of 1 to 99 seconds, a particular Voice Browser only supports
a range of 1 to 32 seconds. Another Voice Browser requires a "#" to indicate that digits should be
collected before the inter-digit timeout is reached. Be sure to follow the instructions provided by your
third-party vendor. Also, be sure to test all of your micro-applications before deploying them.
Browsers interact with the ISN micro-applications. For example, although ISN allows timeout
parameters to be set to a value in the range of 1 to 99 seconds, a particular Voice Browser only supports
a range of 1 to 32 seconds. Another Voice Browser requires a "#" to indicate that digits should be
collected before the inter-digit timeout is reached. Be sure to follow the instructions provided by your
third-party vendor. Also, be sure to test all of your micro-applications before deploying them.
The sections that follow describe the parameters that can be defined through ICM Configuration
Manager for each of the five ISN micro-applications.
Manager for each of the five ISN micro-applications.
Keep the following in mind as you configure each Network VRU Script to be used with the ISN:
•
Each micro-application parameter in fields of the Network VRU Script List’s Attributes tab must be
separated by a comma.
separated by a comma.
•
If a parameter value is not specified, the micro-application uses its default.
Each section concludes with sample ICM Configuration Manager and Script Editor screen captures for
the micro-application.
the micro-application.
Note
For detailed examples of ISN IVR scripts, turn to
How micro-applications use Automatic Speech Recognition (ASR) and
Text-to-Speech (TTS)
Text-to-Speech (TTS)
ISN micro-applications can use ASR in three ways:
•
To recognize digits with the Get Digits and Menu micro-applications. The
user.microapp.input_type ECC variable specifies the collection type. The script writer uses this
variable in a Script Editor Set node to allow the caller to input DTMF only (D) or both DTMF and
Voice (B, the default). If you are not using an ASR, you need to set this variable to D. If you are
using an ASR, you can set the variable to either D or B. Regardless of the value of
user.microapp.input_type, the recognized digit(s) are always returned to the NAM/ICM in the
CED variable.
user.microapp.input_type ECC variable specifies the collection type. The script writer uses this
variable in a Script Editor Set node to allow the caller to input DTMF only (D) or both DTMF and
Voice (B, the default). If you are not using an ASR, you need to set this variable to D. If you are
using an ASR, you can set the variable to either D or B. Regardless of the value of
user.microapp.input_type, the recognized digit(s) are always returned to the NAM/ICM in the
CED variable.
•
To recognize data for built-in data types, such as numbers, dates or currency, using digits and/or
voice. The user.microapp.input_type ECC variable specifies the collection type. The script writer
uses this variable in a Set node to allow the caller to input DTMF only (D) or DTMF and Voice (B,
the default). If you are not using an ASR, you need to set this variable to D. If you are using an ASR,
you can set the variable to either D or B. The recognized result is returned to the NAM/ICM in the
user.microapp.input_type ECC variable.
voice. The user.microapp.input_type ECC variable specifies the collection type. The script writer
uses this variable in a Set node to allow the caller to input DTMF only (D) or DTMF and Voice (B,
the default). If you are not using an ASR, you need to set this variable to D. If you are using an ASR,
you can set the variable to either D or B. The recognized result is returned to the NAM/ICM in the
user.microapp.input_type ECC variable.
•
The Get Speech micro-application collects non-digit input—words—according to a specified
grammar. The grammar to be used is specified either as inline grammar (through the setting in the
user.microapp.grammar_choices ECC variable) or as an external grammar file (through a text file,
the name of which is given in the Network VRU Script’s Configuration Param field). The recognized
result is returned to the NAM/ICM in the user.microapp.caller_input ECC variable.
grammar. The grammar to be used is specified either as inline grammar (through the setting in the
user.microapp.grammar_choices ECC variable) or as an external grammar file (through a text file,
the name of which is given in the Network VRU Script’s Configuration Param field). The recognized
result is returned to the NAM/ICM in the user.microapp.caller_input ECC variable.