Cisco Cisco Unified Customer Voice Portal 10.0(1) Guía Del Usuario
C
HAPTER
3:
C
ISCO
U
NIFIED
CVP
W
ORKSPACE
V
OICE
XML
S
TUDIO
U
SER
G
UIDE
FOR
C
ISCO
U
NIFIED
C
USTOMER
V
OICE
P
ORTAL
59
Standard Decision Elements
Definition
Even the simplest voice applications require some decisions within the call flow. These
“crossroads” are encapsulated in Decision elements.
“crossroads” are encapsulated in Decision elements.
Decision
Element
Element
Encapsulates business logic that makes decisions with at
least two exit states.
least two exit states.
A Decision element is like a traffic cop, redirecting the flow of callers according to built-in
business rules. Examples might include whether to play an ad to a caller, which of five different
payment plans should be offered to the caller, or whether to transfer a caller to an agent or hang
up.
business rules. Examples might include whether to play an ad to a caller, which of five different
payment plans should be offered to the caller, or whether to transfer a caller to an agent or hang
up.
The results of a Decision element are represented as exit states. Although many decisions are
Boolean in nature, (e.g., has the caller registered?, or, is the caller new to the application?),
Decision elements can have as many exit states as desired, as long as at least two are specified.
Boolean in nature, (e.g., has the caller registered?, or, is the caller new to the application?),
Decision elements can have as many exit states as desired, as long as at least two are specified.
A Decision element is rendered as a diamond.
Configuring a Standard Decision Element
A standard Decision element is defined by specifying the source of the decision as well as all
possible exit states it can return. This is necessary in order to provide it exit states in the
workspace (configurable Decision elements already provide this information).
possible exit states it can return. This is necessary in order to provide it exit states in the
workspace (configurable Decision elements already provide this information).
First, choose the source of a standard Decision element:
Decision Editor. The decision is a Cisco Unified CVP XML Decision whose definition
is created using the Decision Editor. This is the recommended way to set up most
standard decisions.
standard decisions.