Cisco Cisco Unified Customer Voice Portal 10.0(1) Guía Del Usuario
C
HAPTER
1:
I
NTRODUCTION
U
SER
G
UIDE FOR
C
ISCO
U
NIFIED
C
ALL
S
ERVICES
,
U
NIVERSAL
E
DITION
AND
U
NIFIED
C
ALL
S
TUDIO
7
Challenges with VoiceXML Development
Despite the robustness and broad acceptance of VoiceXML as the new standard for voice
applications, there are a number of challenges that developers face when deploying complicated
systems, including:
applications, there are a number of challenges that developers face when deploying complicated
systems, including:
•
Requirement for dynamic VoiceXML
– Many applications require the ability to dynamically
insert content or to base business logic on data available only at runtime. In these cases, the
VoiceXML must be dynamically generated. For example, an application that plays a “Good
Morning / Afternoon / Evening” prompt depending on the time of day requires VoiceXML to
be dynamically generated.
VoiceXML must be dynamically generated. For example, an application that plays a “Good
Morning / Afternoon / Evening” prompt depending on the time of day requires VoiceXML to
be dynamically generated.
•
Voice Paradigm versus Web paradigm
– There are many systems designed to manage
dynamic web content or to automatically convert web content to other formats (such as for
wireless phones). These systems, however, are not adequate for voice applications due to the
fundamental difference between a voice application and a Web application. A web page is a
two-dimensional, visual interface while a phone call is a one-dimensional, linear process.
Converting web content to voice content often yields voice applications with lackluster user
interfaces.
wireless phones). These systems, however, are not adequate for voice applications due to the
fundamental difference between a voice application and a Web application. A web page is a
two-dimensional, visual interface while a phone call is a one-dimensional, linear process.
Converting web content to voice content often yields voice applications with lackluster user
interfaces.
•
Browser compatibility
– Due to ambiguities and constant improvements in the VoiceXML
specification, no two commercially available browsers accomplish various functions in
exactly the same way. Developers must understand the variations between browsers when
coding VoiceXML to ensure compatibility.
exactly the same way. Developers must understand the variations between browsers when
coding VoiceXML to ensure compatibility.
•
Stateless nature of VoiceXML
– Like HTML, VoiceXML is a stateless mark-up language. For
applications that require the maintenance of data across a session, e.g., account or
transactional information, or phone call, pure VoiceXML does not suffice.
transactional information, or phone call, pure VoiceXML does not suffice.
•
Complicated coding
– Despite VoiceXML’s promise to simplify voice application
development, the process of coding an application with dozens or hundreds of possible
interactions with a caller can become quite complex.
interactions with a caller can become quite complex.
•
Limited back-end integration
– Enterprise applications rarely operate in a vacuum.
VoiceXML does not natively support robust data access and external system integration.
•
OAM&P requirements
– Operators of large-scale voice applications have significant
requirements for administration, management, logging and (sometimes) provisioning.
VoiceXML does not natively support most of these functions.
VoiceXML does not natively support most of these functions.
•
Reusability
– The larger a Web or voice application becomes, the more critical reusability
becomes. This is even more pronounced in dynamic applications. VoiceXML simply
provides the interface for a voice application; it does not encapsulate common application
functionality into configurable, reusable building blocks.
provides the interface for a voice application; it does not encapsulate common application
functionality into configurable, reusable building blocks.