Cisco Cisco Unified Customer Voice Portal 11.0(1) Guida Utente

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PREFACE ................................................................................................................................................................. VI

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Cisco.com............................................................................................................................................................ix

Product Documentation DVD .............................................................................................................................ix

Ordering Documentation ....................................................................................................................................ix

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Cisco Support Website ........................................................................................................................................xi

Submitting a Service Request ..............................................................................................................................xi

Definitions of Service Request Severity..............................................................................................................xii

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UBLICATIONS AND

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CHAPTER 1: INTRODUCTION...............................................................................................................................1

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Limitations of Traditional IVR Technologies .......................................................................................................1

VoiceXML: Simplifying IVR Development ...........................................................................................................2

Key Business Benefits of VoiceXML.....................................................................................................................2

How VoiceXML Works.........................................................................................................................................3

Challenges with VoiceXML Development............................................................................................................4

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Unified CVP VoiceXML Studio ............................................................................................................................5

Unified CVP VoiceXML Server............................................................................................................................6

Unified CVP Elements .........................................................................................................................................7

Element and Session Data .....................................................................................................................................................7

Exit States ..............................................................................................................................................................................8

Customizability ......................................................................................................................................................................8

Voice Elements.....................................................................................................................................................8

VoiceXML Insert Elements.................................................................................................................................10

Decision Elements..............................................................................................................................................11

Action Elements..................................................................................................................................................11

Flag Elements ....................................................................................................................................................12

Hotlinks ..............................................................................................................................................................12

Hotevents............................................................................................................................................................12

Application Transfers.........................................................................................................................................13

CHAPTER 2: VOICEXML SERVER COMPONENTS IN DETAIL..................................................................14

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Global Data .......................................................................................................................................................15

Application Data ................................................................................................................................................15

Session Data.......................................................................................................................................................16

Element Data .....................................................................................................................................................16

Component Accessibility ....................................................................................................................................17

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