Cisco Cisco Unified Customer Voice Portal 11.0(1) Guida Utente
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NTRODUCTION
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CVP
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User Guide
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 CVP VoiceXML Voice Foundation Classes (VFCs), which
produce VoiceXML compatible with multiple voice browsers (see the Programmer Guide 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 Programmer Guide 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
browser specification. It is up to the designer to understand the consequences of modifying
these properties.
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
browser specification. It is up to the designer to understand the consequences of modifying
these properties.
•
Audio Groups
– Nearly all voice elements involve the use of audio assets, whether in the
form of pre-recorded audio files or text-to-speech (TTS) phrases. An audio group
encapsulates the audio that the application plays when reaching a certain point in the voice
element call flow. For example, an audio group might perform the function of asking a
question, giving an answer, playing an error message, etc. An audio group may contain any
number of audio items. Audio items are defined as pre-recorded audio files, TTS phrases, or
information that conforms to a specified format to be read to the user (such as a date or
encapsulates the audio that the application plays when reaching a certain point in the voice
element call flow. For example, an audio group might perform the function of asking a
question, giving an answer, playing an error message, etc. An audio group may contain any
number of audio items. Audio items are defined as pre-recorded audio files, TTS phrases, or
information that conforms to a specified format to be read to the user (such as a date or
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