Cisco Cisco Unified Customer Voice Portal 10.0(1) Mode D'Emploi
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TUDIO
9
Call Services
Call Services is a powerful J2EE- and J2SE-compliant run-time engine that dynamically drives
the caller experience. Call Services provides:
the caller experience. Call Services provides:
•
Robust back-end integration
– Call Services runs in a J2SE and J2EE framework, giving the
developer access to the full litany of middleware and data adapters currently available for
those environments. Additionally, the Java application server provides a robust, extensible
environment for system integration and data access and manipulation.
those environments. Additionally, the Java application server provides a robust, extensible
environment for system integration and data access and manipulation.
•
Session management
– Call and user data are maintained by Call Services so that
information captured from the caller (or environment data such as the caller’s number or the
dialed number) can be easily accessed during the call for use in business rules.
dialed number) can be easily accessed during the call for use in business rules.
•
Dynamic applications
– Content and application logic are determined at runtime based on
rules ranging from simple to the most complex business rules. Almost anything about an
application can be determined at runtime.
application can be determined at runtime.
•
System Management
– Call Services provides a full suite of administration tools, from
managing individual voice applications without affecting users calling into them, to
configurable logging of caller activity for analytical purposes.
configurable logging of caller activity for analytical purposes.
•
User Management
– Call Services includes a lightweight customer data management system
for applications where more robust data are not already available. The user management
system allows dynamic applications to personalize the call experience depending on the
caller.
system allows dynamic applications to personalize the call experience depending on the
caller.
The capabilities of Call Services listed above are discussed in further detail in Chapter 3:
Administration, Chapter 3: User Management and Chapter 5: Call Services Logging.
Administration, Chapter 3: User Management and Chapter 5: Call Services Logging.
Elements
The Elements are a collection of pre-built, fully tested building blocks to speed application
development.
development.
•
Browser compatibility
– Universal Edition’s library of Voice Elements produce VoiceXML
supporting the industry’s leading voice browsers. They output dynamically generated
VoiceXML 2.0 compliant code that has been thoroughly tested with each browser.
VoiceXML 2.0 compliant code that has been thoroughly tested with each browser.
•
Reusable functionality
–Elements encapsulate commonly found parts of a voice application,
from capturing and validating a credit card to interfacing with a database. Elements greatly
reduce the complexity of voice applications by managing low-level details.
reduce the complexity of voice applications by managing low-level details.
•
Configurable content
–Elements can be significantly configured by the developer to tailor
their output specifically to address the needs of the voice application. Pre-built configurations
utilizing proven dialog design techniques are provided to further speed the development of
professional grade voice applications.
utilizing proven dialog design techniques are provided to further speed the development of
professional grade voice applications.