Cisco Cisco Unified Customer Voice Portal 10.0(1) ユーザーガイド

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NTRODUCTION

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ERVICES

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NIVERSAL

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TUDIO

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Contents

CHAPTER 1: INTRODUCTION............................................................................................................................... 3

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Limitations of Traditional IVR Technologies ....................................................................................................... 4

VoiceXML: Simplifying IVR Development ........................................................................................................... 4

Key Business Benefits of VoiceXML ..................................................................................................................... 4

How VoiceXML Works ......................................................................................................................................... 6

Challenges with VoiceXML Development ............................................................................................................ 7

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Call Studio ........................................................................................................................................................... 8

Call Services ........................................................................................................................................................ 9

Elements ............................................................................................................................................................... 9

Voice Elements ................................................................................................................................................... 12

VoiceXML Insert Elements ................................................................................................................................. 13

Decision Elements .............................................................................................................................................. 14

Action Elements.................................................................................................................................................. 14

Web Services Element ........................................................................................................................................ 15

Flag Elements .................................................................................................................................................... 15

Hotlinks .............................................................................................................................................................. 16

Hotevents ............................................................................................................................................................ 16

Application Reuse .............................................................................................................................................. 17

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Licensing ............................................................................................................................................................ 20

Preferences ........................................................................................................................................................ 22

Builder for Call Studio ....................................................................................................................................... 23

Project Introduction ........................................................................................................................................... 24

Creating a Call Studio Project ........................................................................................................................... 24

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CHAPTER 2: UNIVERSAL EDITION COMPONENTS IN DETAIL ................................................................ 29

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Global Data ....................................................................................................................................................... 30

Application Data ................................................................................................................................................ 30

Session Data ....................................................................................................................................................... 31

Element Data ..................................................................................................................................................... 31

Component Accessibility .................................................................................................................................... 32

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The <call_data> Tag ......................................................................................................................................... 42