Cisco Cisco Unified Customer Voice Portal 10.0(1) Guía Del Usuario
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12
Voice Elements
Almost all voice applications must utilize a number of dialogs with the caller, playing audio
files, interpreting speech utterances, capturing data entered by the user, etc. The more these
dialogs can be contained in discrete components, the more they can be reused in a single
application or across multiple applications. These dialog components are encapsulated in voice
elements.
files, interpreting speech utterances, capturing data entered by the user, etc. The more these
dialogs can be contained in discrete components, the more they can be reused in a single
application or across multiple applications. These dialog components are encapsulated in voice
elements.
Voice Element
A reusable, VoiceXML-producing dialog with a fixed or dynamically
produced configuration.
produced configuration.
Voice elements are used to assemble the VoiceXML sent to the voice browser. Each voice
element constitutes a discrete section of a call, such as making a recording, capturing a number,
transferring a call, etc. These pre-built components can then be reused throughout the call flow
wherever needed.
element constitutes a discrete section of a call, such as making a recording, capturing a number,
transferring a call, etc. These pre-built components can then be reused throughout the call flow
wherever needed.
Voice elements are built using the Universal Edition Voice Foundation Classes (VFCs), which
produce VoiceXML compatible with multiple voice browsers (see the Programming Guide for
Cisco Unified Call Services, Universal Edition and Unified Call Studio for more on the VFCs
and constructing custom voice elements).
Voice elements are complete dialogs in that they can encompass just a single action or an entire
interaction with the caller. Depending on its function, a voice element can contain almost as
much dialog as a small application. However, because of the pre-built nature of voice elements,
application designers do not need to worry about their complexity. Each voice element is simply
a “black box” which can be treated as a single object. As a result, by combining many voice
elements, a complex call flow can be reduced significantly.
produce VoiceXML compatible with multiple voice browsers (see the Programming Guide for
Cisco Unified Call Services, Universal Edition and Unified Call Studio for more on the VFCs
and constructing custom voice elements).
Voice elements are complete dialogs in that they can encompass just a single action or an entire
interaction with the caller. Depending on its function, a voice element can contain almost as
much dialog as a small application. However, because of the pre-built nature of voice elements,
application designers do not need to worry about their complexity. Each voice element is simply
a “black box” which can be treated as a single object. As a result, by combining many voice
elements, a complex call flow can be reduced significantly.
Each voice element defines the exit states it can return and the designer must map each exit state
to another call flow component to handle all its consequences. To fully configure voice elements,
developers must specify values for four components: settings, VoiceXML properties, audio
groups, and variables.
to another call flow component to handle all its consequences. To fully configure voice elements,
developers must specify values for four components: settings, VoiceXML properties, audio
groups, and variables.
•
Settings
are used to store information that affects how the voice element performs. For
example, a setting describes what phone number to transfer to or the length of audio input
recording. A voice element can have many or few settings, depending on its complexity and
its level of customization.
recording. A voice element can have many or few settings, depending on its complexity and
its level of customization.
•
VoiceXML properties
are equivalent to the properties outlined in the VoiceXML specification,
and are used to modify voice element behavior by directly inserting data into the VoiceXML
that each element produces. For example, the length of time the voice element waits before
encountering a noinput event can be changed by setting a VoiceXML property. Available
properties correspond directly to those listed in the VoiceXML specification and voice
that each element produces. For example, the length of time the voice element waits before
encountering a noinput event can be changed by setting a VoiceXML property. Available
properties correspond directly to those listed in the VoiceXML specification and voice