Cisco Cisco Customer Voice Portal Downloads
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Cisco Customer Voice Portal (CVP) Release 3.0(0) Product Description
Chapter 5 CVP VoiceXML Server
CVP VoiceXML Server Elements
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Reusable functionality – CVP VoiceXML Server Elements encapsulate commonly found parts of a
voice application, from capturing and validating a credit card to interfacing with a database. CVP
VoiceXML Server Elements greatly reduce the complexity of voice applications by managing
low-level details.
voice application, from capturing and validating a credit card to interfacing with a database. CVP
VoiceXML Server Elements greatly reduce the complexity of voice applications by managing
low-level details.
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Configurable Content – CVP VoiceXML Server 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.
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.
CVP VoiceXML Server defines five different building block types, or elements, that are used to construct
any voice application: voice elements, VoiceXML insert elements, decision elements, action elements,
and flag elements. The CVP VoiceXML Server combines these elements with three additional concepts:
hotlinks, hotevents, and application transfers, to represent a voice application.
any voice application: voice elements, VoiceXML insert elements, decision elements, action elements,
and flag elements. The CVP VoiceXML Server combines these elements with three additional concepts:
hotlinks, hotevents, and application transfers, to represent a voice application.
The building blocks that make up an application are referred to as elements. CVP VoiceXML Server
defines elements as:
defines elements as:
Many elements in CVP VoiceXML Server share several characteristics such as the maintenance of
element data and session data, the concept of an exit state, and customizability.
element data and session data, the concept of an exit state, and customizability.
Element and Session Data
Much like variables in programming, elements in a voice application share data with each other. Some
elements capture data and require storage for this data. Other elements act upon the data or modify it.
These variables are the mechanism for elements to communicate with each other. The data comes in two
forms: element data and session data.
elements capture data and require storage for this data. Other elements act upon the data or modify it.
These variables are the mechanism for elements to communicate with each other. The data comes in two
forms: element data and session data.
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Element data are variables that exist only within the element itself, can be accessed by other
elements, but can only be changed by the element that created them.
elements, but can only be changed by the element that created them.
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Session data are variables that can be created and changed by any element.
Exit States
Each element in an application's call flow can be considered a “black box” which accepts an input and
performs an action. There may be multiple results to the actions taken by the element. In order to retain
the modularity of the system, the consequences of these results are external to the element. Like a
flowchart, each action result is linked to another element. The results are called exit states. Each element
must have at least one exit state and frequently has many. The use of multiple exit states creates a
“branched” call flow.
performs an action. There may be multiple results to the actions taken by the element. In order to retain
the modularity of the system, the consequences of these results are external to the element. Like a
flowchart, each action result is linked to another element. The results are called exit states. Each element
must have at least one exit state and frequently has many. The use of multiple exit states creates a
“branched” call flow.
Customizability
Element
A distinct component of a voice application call
flow whose actions affect the experience of the
caller.
flow whose actions affect the experience of the
caller.