Cisco Cisco Customer Voice Portal 8.0(1) manuais

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Cover Page
1
Preface
3
- Purpose
  3
- Audience
  3
- Organization
  3
- Related Documentation
  4
- Documentation Feedback
  4
Chapter 1: Cisco Unified CVP Port Utilization
5
- Port Utilization Table Column Definitions
  5
- Cisco Unified Customer Voice Portal Port Utilization
  6

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Preface
5
Introduction
15
- Requirements
  15
Cisco Unified CVP API Introduction
16
- Java API
  16
- XML API
  21
  - DTD Diagrams
    22
  - Deployment
    24
Session API
25
- Java API
  25
- XML API
  26
  - XML Document Sent in “inputs”
    27
    - XML Document Sent in “settings”
      29
Call Start Action
33
- Using the Java API
  34
- Using the XML API
  34
Call End Action
36
- Using the Java API
  37
- Using the XML API
  37
Dynamic Element Configurations
39
- Using the Java API
  39
- Using the XML API
  40
Standard Action Elements
48
- Using the Java API
  48
- Using the XML API
  48
Standard Decision Elements
51
- Using the Java API
  51
- Using the XML API
  51
Configurable Elements
54
- Design
  54
- Common Methods
  56
- Configuration Classes
  58
- Action Elements
  59
- Decision Elements
  59
- Voice Elements
  60
  - Restrictions and Recommendations
    62
    - Restrictions
      62
    - Recommendations
      63
  - VoiceElementBase Methods
    64
    - Execution Method
      64
    - Utility Methods
      65
    - Configuration Methods
      67
  - Interaction Logging
    68
Application Start Classes
71
Application End Classes
73
Say It Smart Plugins
75
- Design
  75
- Execution Methods
  76
- Configuration Methods
  77
- Utility Methods
  79
Loggers
80
- Unified CVP VoiceXML Server Logging Design
  80
- Logger Design
  82
- Logger Methods
  82
- Utility Methods
  86
Hotevents
87
On Error Notification
88
- VFC Design
  89
- VFC Classes
  91

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Nota De Lançamento

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CHAPTER 1: INTRODUCTION
1
CHAPTER 2: APPLICATION_MODIFIER
3
SETTINGS
3
EXIT STATES
3
CHAPTER 3: AUDIO
5
AUDIO GROUPS
5
Audio Playback
5
CHAPTER 4: COUNTER
7
SETTINGS
7
ELEMENT DATA
7
EXIT STATES
7
CHAPTER 5: CURRENCY
9
SETTINGS
10
ELEMENT DATA
11
EXIT STATES
12
AUDIO GROUPS
12
Currency Capture
12
End
13
CHAPTER 6: CURRENCY_WITH_CONFIRM
15
SETTINGS
16
ELEMENT DATA
17
EXIT STATES
18
AUDIO GROUPS
18
Currency Capture
18
Currency Confirm
18
End
19
CHAPTER 7: CVP SUBDIALOG RETURN
21
SETTINGS
21
EXIT STATES
22
CHAPTER 8: CVP SUBDIALOG START
23
SETTINGS
23
EXIT STATES
24
CHAPTER 9: DATABASE
25
SETTINGS
25
ELEMENT DATA
26
SESSION DATA
26
EXIT STATES
26
CHAPTER 10: DATE
27
SETTINGS
27
ELEMENT DATA
28
EXIT STATES
29
AUDIO GROUPS
29
Date Capture
29
End
29
CHAPTER 11: DATE_WITH_CONFIRM
31
SETTINGS
31
ELEMENT DATA
32
EXIT STATES
33
AUDIO GROUPS
33
Date Capture
33
Date Confirm
34
End
34
CHAPTER 12: DIGITS
35
SETTINGS
35
ELEMENT DATA
36
EXIT STATES
37
AUDIO GROUPS
37
Digits Capture
37
End
37
CHAPTER 13: DIGITS_WITH_CONFIRM
39
SETTINGS
39
ELEMENT DATA
41
EXIT STATES
41
AUDIO GROUPS
42
Digits Capture
42
Digits Confirm
42
End
42
CHAPTER 14: EMAIL
45
SETTINGS
45
EXIT STATES
46
CHAPTER 15: FORM
47
SETTINGS
47
ELEMENT DATA
53
EXIT STATES
54
AUDIO GROUPS
55
Form Data Capture
55
End
55
CHAPTER 16: FORM_WITH_CONFIRM
57
SETTINGS
57
ELEMENT DATA
65
EXIT STATES
66
AUDIO GROUPS
66
Form Data Capture
66
Form Data Confirm
66
End
67
CHAPTER 17: MATH
69
EXAMPLES
69
SETTINGS
69
ELEMENT DATA
71
SESSION DATA
71
EXIT STATES
71
CHAPTER 18: 2_OPTION_MENU, 3_OPTION_MENU, . . . , 10_OPTION_MENU
73
SETTINGS
73
ELEMENT DATA
76
EXIT STATES
76
AUDIO GROUPS
77
Menu Option Capture
77
End
77
CHAPTER 19: NUMBER
79
SETTINGS
79
ELEMENT DATA
80
EXIT STATES
81
AUDIO GROUPS
81
Number Capture
81
End
81
CHAPTER 20: NUMBER_WITH_CONFIRM
83
SETTINGS
83
ELEMENT DATA
84
EXIT STATES
85
AUDIO GROUPS
86
Number Capture
86
Number Confirm
86
End
86
CHAPTER 21: PHONE
87
SETTINGS
87
ELEMENT DATA
88
EXIT STATES
89
AUDIO GROUPS
89
Phone Capture
89
End
89
CHAPTER 22: PHONE_WITH_CONFIRM
91
SETTINGS
91
ELEMENT DATA
92
EXIT STATES
93
AUDIO GROUPS
93
Phone Capture
93
Phone Confirm
94
End
94
CHAPTER 23: RECORD
95
SETTINGS
95
ELEMENT DATA
97
EXIT STATES
98
AUDIO GROUPS
98
Record Capture
98
CHAPTER 24: RECORD_WITH_CONFIRM
99
SETTINGS
99
ELEMENT DATA
102
EXIT STATES
102
AUDIO GROUPS
102
Record Capture
102
Record Confirm
102
CHAPTER 25: REQICMLABEL
105
SETTINGS
105
ELEMENT DATA
106
SESSION DATA
107
EXIT STATES
107
CHAPTER 26: SUBDIALOG INVOKE
109
SETTINGS
109
EXIT STATES
109
CHAPTER 27: SUBDIALOG RETURN
111
SETTINGS
111
EXIT STATES
111
CHAPTER 28: SUBDIALOG START
113
SETTINGS
113
EXIT STATES
113
CHAPTER 29: TIME
115
SETTINGS
115
ELEMENT DATA
116
EXIT STATES
117
AUDIO GROUPS
117
Time Capture
117
End
117
CHAPTER 30: TIME_WITH_CONFIRM
119
SETTINGS
119
ELEMENT DATA
120
EXIT STATES
121
AUDIO GROUPS
121
Time Capture
121
Time Confirm
122
End
122
CHAPTER 31: TRANSFER
123
SETTINGS
123
ELEMENT DATA
124
EXIT STATES
124
AUDIO GROUPS
125
Transfer Audio
125
End
125
CHAPTER 32: YES_NO_MENU
127
SETTINGS
127
ELEMENT DATA
128
EXIT STATES
128
AUDIO GROUPS
128
Yes / No Capture
128
End
128
Application_Modifier
3
Audio
5
Audio groups
2
Number
79
Counter
7
Currency
9
Phone
87
Date
27
Subdialog Invoke
109
Subdialog Return
111
Subdialog Start
113
Email
45
Time
115
Exit states
1
Yes_No_Menu
127

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CHAPTER 1: INTRODUCTION
1
REQUIREMENTS
1
CHAPTER 2: UNIFIED CVP API INTRODUCTION
3
JAVA API
3
Design Considerations
4
Compiling Custom Java Components
5
Deployment
5
XML API
8
DTD Diagrams
9
Deployment
11
CHAPTER 3: SESSION API
13
JAVA API
13
XML API
14
CHAPTER 4: CALL START ACTION
21
USING THE JAVA API
22
USING THE XML API
22
CHAPTER 5: CALL END ACTION
24
USING THE JAVA API
25
USING THE XML API
25
CHAPTER 6: DYNAMIC ELEMENT CONFIGURATIONS
27
USING THE JAVA API
27
USING THE XML API
28
Decision and Action Element Configuration DTD
29
Voice Element Configuration DTD
31
Substitution XML Format
35
CHAPTER 7: STANDARD ACTION ELEMENTS
37
USING THE JAVA API
37
USING THE XML API
37
CHAPTER 8: STANDARD DECISION ELEMENTS
40
USING THE JAVA API
40
USING THE XML API
40
CHAPTER 9: CONFIGURABLE ELEMENTS
43
DESIGN
43
COMMON METHODS
45
CONFIGURATION CLASSES
47
ACTION ELEMENTS
48
DECISION ELEMENTS
48
VOICE ELEMENTS
49
Restrictions and Recommendations
51
VoiceElementBase Methods
53
Interaction Logging
57
CHAPTER 10: APPLICATION START CLASSES
60
CHAPTER 11: APPLICATION END CLASSES
62
CHAPTER 12: SAY IT SMART PLUGINS
64
DESIGN
64
EXECUTION METHODS
65
CONFIGURATION METHODS
66
UTILITY METHODS
68
CHAPTER 13: LOGGERS
69
VXML SERVER LOGGING DESIGN
69
Logger Events
69
How Loggers Work
70
LOGGER DESIGN
72
GLOBAL LOGGER METHODS
73
APPLICATION LOGGER METHODS
74
UTILITY METHODS
76
Common Utility Methods
77
Application Logger Utility Methods
77
CHAPTER 14: HOTEVENTS
78
CHAPTER 15: ON ERROR NOTIFICATION
79
CHAPTER 16: APPLICATION MANAGEMENT API
80
DESIGN
80
MANAGEMENT BEAN SAMPLES
83
APPLICATION MANAGEMENT INTERFACES
84
APPENDIX A: THE VOICE FOUNDATION CLASSES
86
VFC DESIGN
86
VFC CLASSES
88
APPENDIX B: THE JAVA 5 MIGRATION
93
DefaultInteractionEvent
76
Dependency
47
Action elements
37
DOCTYPE
8
ActionConfigInterface
27
DTD diagrams
9
Dynamic element configurations
28
ActivityEvent
76
API design
3
APIBase
13
application directory
7
ApplicationAdminErrorEvent
76
ElementInteractionEvent
76
ApplicationAdminEvent
76
ElementInterface
44
ApplicationEndAPI
63
EndApplicationInterface
63
EndCallInterface
25
Error events
76
ApplicationStartAPI
61
AudioItem
28
Filesets
64
framework.jar
5
Blind telephony transfer
24
GlobalErrorInterface
79
C++
8
Call Start Action
21
HoteventInterface
78
CGI
8
HTTP request parameters
53
Compiling
5
ComponentAPI
13
Input format
64
Configurable elements
43
Creating session data
14
Decision elements
40
DecisionConfigInterface
27
Language
91
Setting dependencies
47
lib directory
5
StartApplicationInterface
61
StartCallInterface
22
LoggerEvent
70
StaticAudio
28
util directory
7
Utility methods
7
Output format
64
VFC design
86
PHP
8
VoiceElementInterface
27
xalan.jar
5
XML DTD
9
SayItSmartDependency
67
SayItSmartPlugin
64
servlet.jar
5

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Preface
8
- Purpose
  8
- Audience
  8
- Organization
  8
- Related Documentation
  10
- Conventions
  11
- Obtaining Documentation
  12
  - Cisco.com
    12
  - Product Documentation DVD
    12
  - Ordering Documentation
    12
- Documentation Feedback
  13
- Cisco Product Security Overview
  13
- Reporting Security Problems in Cisco Products
  13
- Product Alerts and Field Notices
  14
- Obtaining Technical Assistance
  14
- Developer Services
  16
- Obtaining Additional Publications and Information
  16
Introduction
19
Application_Modifier
21
- Settings
  21
- Exit States
  21
Audio
22
- Audio Groups
  22
  - Audio Playback
    22
Counter
23
- Settings
  23
- Element Data
  23
- Exit States
  23
Currency
24
- Settings
  25
- Element Data
  25
- Exit States
  25
- Audio Groups
  26
  - Currency Capture
    26
  - End
    26
Currency_With_Confirm
27
- Settings
  27
- Element Data
  28
- Exit States
  28
- Audio Groups
  29
  - Currency Capture
    29
  - Currency Confirm
    29
  - End
    30
Database
31
- Settings
  31
- Element Data
  32
- Session Data
  32
- Exit States
  32
Date
33
- Settings
  33
- Element Data
  33
- Exit States
  34
- Audio Groups
  34
  - Date Capture
    34
  - End
    34
Date_With_Confirm
35
- Settings
  35
- Element Data
  36
- Exit States
  36
- Audio Groups
  36
  - Date Capture
    36
  - Date Confirm
    37
  - End
    37
Digits
38
- Settings
  38
- Element Data
  39
- Exit States
  39
- Audio Groups
  39
  - Digits Capture
    39
  - End
    40
Digits_With_Confirm
41
- Settings
  41
- Element Data
  42
- Exit States
  42
- Audio Groups
  43
  - Digits Capture
    43
  - Digits Confirm
    43
  - End
    44
Email
45
- Settings
  45
- Exit States
  46
Form
47
- Settings
  47
- Element Data
  52
- Exit States
  53
- Audio Groups
  53
  - Form Data Capture
    53
  - End
    53
Form_With_Confirm
54
- Settings
  54
- Element Data
  58
- Exit States
  60
- Audio Groups
  60
  - Form Data Capture
    60
  - Form Data Confirm
    60
  - End
    61
Math
62
- Examples
  62
- Settings
  62
- Element Data
  64
- Session Data
  64
- Exit States
  64
2_Option_Menu, 3_Option_Menu, . . . , 10_Option_Menu
65
- Settings
  65
- Element Data
  66
- Exit States
  67
- Audio Groups
  67
  - Menu Option Capture
    67
  - End
    68
Number
69
- Settings
  69
- Element Data
  69
- Exit States
  69
- Audio Groups
  70
  - Number Capture
    70
  - End
    71
Number_With_Confirm
72
- Settings
  72
- Element Data
  73
- Exit States
  73
- Audio Groups
  73
  - Number Capture
    73
  - Number Confirm
    74
  - End
    74
Phone
75
- Settings
  75
- Element Data
  75
- Exit States
  76
- Audio Groups
  76
  - Phone Capture
    76
  - End
    76
Phone_With_Confirm
77
- Settings
  77
- Element Data
  78
- Exit States
  78
- Audio Groups
  78
  - Phone Capture
    78
  - Phone Confirm
    79
  - End
    79
Record
80
- Settings
  80
- Element Data
  82
- Exit States
  82
- Audio Groups
  83
  - Record Capture
    83
Record_With_Confirm
84
- Settings
  84
- Element Data
  87
- Exit States
  87
- Audio Groups
  87
  - Record Capture
    87
  - Record Confirm
    87
ReqICMLabel
89
- Settings
  89
- Element Data
  90
- Session Data
  91
- Exit States
  91
Time
92
- Settings
  92
- Element Data
  92
- Exit States
  93
- Audio Groups
  93
  - Time Capture
    93
  - End
    93
Time_With_Confirm
94
- Settings
  94
- Element Data
  95
- Exit States
  95
- Audio Groups
  95
  - Time Capture
    95
  - Time Confirm
    96
  - End
    96
Transfer
97
- Settings
  97
- Element Data
  98
- Exit States
  98
- Audio Groups
  99
  - Transfer Audio
    99
  - End
    99
Yes_No_Menu
100
- Settings
  100
- Element Data
  100
- Exit States
  101
- Audio Groups
  101
  - Yes / No Capture
    101
  - End
    102

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ABOUT THIS DOCUMENT
8
AUDIENCE
8
RELATED DOCUMENTATION
8
OBTAINING TECHNICAL ASSISTANCE
9
CISCO.COM
9
NETWORK PROFESSIONAL CONNECTION
9
TECHNICAL ASSISTANCE CENTER
10
Cisco TAC Website
10
Cisco TAC Escalation Center
11
OBTAINING ADDITIONAL PUBLICATIONS AND INFORMATION
12
INTRODUCTION
13
AUDIO
15
AUDIO GROUPS
15
Audio Playback
15
COUNTER
16
SETTINGS
16
ELEMENT DATA
16
EXIT STATES
16
CURRENCY
17
SETTINGS
18
ELEMENT DATA
18
EXIT STATES
18
AUDIO GROUPS
19
Currency Capture
19
End
19
CURRENCY_WITH_CONFIRM
20
SETTINGS
21
ELEMENT DATA
21
EXIT STATES
22
AUDIO GROUPS
22
Currency Capture
22
Currency Confirm
22
End
23
DATABASE
24
SETTINGS
24
ELEMENT DATA
25
SESSION DATA
25
EXIT STATES
25
DATE
26
SETTINGS
26
ELEMENT DATA
26
EXIT STATES
27
AUDIO GROUPS
27
Date Capture
27
End
27
DATE_WITH_CONFIRM
28
SETTINGS
28
ELEMENT DATA
29
EXIT STATES
29
AUDIO GROUPS
29
Date Capture
29
Date Confirm
30
End
30
DIGITS
31
SETTINGS
31
ELEMENT DATA
32
EXIT STATES
32
AUDIO GROUPS
32
Digits Capture
32
End
32
DIGITS_WITH_CONFIRM
34
SETTINGS
34
ELEMENT DATA
35
EXIT STATES
35
AUDIO GROUPS
36
Digits Capture
36
Digits Confirm
36
End
37
EMAIL
38
SETTINGS
38
EXIT STATES
39
FORM
40
SETTINGS
40
ELEMENT DATA
44
EXIT STATES
45
AUDIO GROUPS
46
Form Data Capture
46
End
46
FORM_WITH_CONFIRM
47
SETTINGS
47
ELEMENT DATA
52
EXIT STATES
53
AUDIO GROUPS
53
Form Data Capture
53
Form Data Confirm
53
End
54
2_OPTION_MENU, 3_OPTION_MENU, . . . , 10_OPTION_MENU
55
SETTINGS
55
ELEMENT DATA
56
EXIT STATES
57
AUDIO GROUPS
57
Menu Option Capture
57
End
57
NUMBER
59
SETTINGS
59
ELEMENT DATA
59
EXIT STATES
60
AUDIO GROUPS
60
Number Capture
60
End
60
NUMBER_WITH_CONFIRM
62
SETTINGS
62
ELEMENT DATA
63
EXIT STATES
63
AUDIO GROUPS
63
Number Capture
63
Number Confirm
64
End
64
PHONE
65
SETTINGS
65
ELEMENT DATA
65
EXIT STATES
66
AUDIO GROUPS
66
Phone Capture
66
End
66
PHONE_WITH_CONFIRM
67
SETTINGS
67
ELEMENT DATA
68
EXIT STATES
68
AUDIO GROUPS
68
Phone Capture
68
Phone Confirm
69
End
69
RECORD
70
SETTINGS
70
ELEMENT DATA
72
EXIT STATES
72
AUDIO GROUPS
72
Record Capture
72
RECORD_WITH_CONFIRM
73
SETTINGS
73
ELEMENT DATA
75
EXIT STATES
75
AUDIO GROUPS
75
Record Capture
75
Record Confirm
76
SUBDIALOG_RETURN
77
SETTINGS
77
EXIT STATES
77
SUBDIALOG_START
79
SETTINGS
79
EXIT STATES
80
TIME
81
SETTINGS
81
ELEMENT DATA
81
EXIT STATES
82
AUDIO GROUPS
82
Time Capture
82
End
82
TIME_WITH_CONFIRM
83
SETTINGS
83
ELEMENT DATA
84
EXIT STATES
84
AUDIO GROUPS
84
Time Capture
84
Time Confirm
85
End
85
TRANSFER
86
SETTINGS
86
ELEMENT DATA
87
EXIT STATES
87
AUDIO GROUPS
88
Transfer Audio
88
End
88
YES_NO_MENU
89
SETTINGS
89
ELEMENT DATA
89
EXIT STATES
90
AUDIO GROUPS
90
Yes / No Capture
90
End
90

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About This Document
5
- Audience
  5
- Related Documentation
  5
Obtaining Technical Assistance
6
Obtaining Additional Publications and Information
8
Introduction
9
- Requirements
  9
Cisco CVP VoiceXML API Introduction
10
- Java API
  10
- XML API
  15
  - DTD Diagrams
    16
  - Deployment
    18
Session API
19
- Java API
  19
- XML API
  20
Call Start Action
26
- Using the Java API
  27
- Using the XML API
  27
Call End Action
30
- Using the Java API
  31
- Using the XML API
  31
Dynamic Element Configurations
33
- Using the Java API
  33
- Using the XML API
  34
Standard Action Elements
42
- Using the Java API
  42
- Using the XML API
  42
Standard Decision Elements
45
- Using the Java API
  45
- Using the XML API
  45
Configurable Elements
48
- Design
  48
- Common Methods
  50
- Configuration Classes
  52
- Action Elements
  53
- Decision Elements
  53
- Voice Elements
  54
  - Restrictions and Recommendations
    56
    - Restrictions
      56
    - Recommendations
      57
  - VoiceElementBase Methods
    58
    - Execution Method
      58
    - Utility Methods
      59
    - Configuration Methods
      61
  - Interaction Logging
    62
Say It Smart Plugins
65
- Design
  65
- Execution Methods
  66
- Configuration Methods
  67
- Utility Methods
  69
Hotevents
71
On Error Notification
72
- VFC Design
  73
- VFC Classes
  75

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CHAPTER 1: INTRODUCTION
1
REQUIREMENTS
1
CHAPTER 2: UNIFIED CVP API INTRODUCTION
3
JAVA API
3
Design Considerations
4
Compiling Custom Java Components
5
Deployment
5
XML API
8
DTD Diagrams
9
Deployment
11
CHAPTER 3: SESSION API
13
JAVA API
13
XML API
14
CHAPTER 4: CALL START ACTION
21
USING THE JAVA API
22
USING THE XML API
22
CHAPTER 5: CALL END ACTION
25
USING THE JAVA API
26
USING THE XML API
26
CHAPTER 6: DYNAMIC ELEMENT CONFIGURATIONS
29
USING THE JAVA API
29
USING THE XML API
30
Decision and Action Element Configuration DTD
31
Voice Element Configuration DTD
33
Substitution XML Format
37
CHAPTER 7: STANDARD ACTION ELEMENTS
39
USING THE JAVA API
39
USING THE XML API
39
CHAPTER 8: STANDARD DECISION ELEMENTS
43
USING THE JAVA API
43
USING THE XML API
43
CHAPTER 9: CONFIGURABLE ELEMENTS
47
DESIGN
47
COMMON METHODS
49
CONFIGURATION CLASSES
51
ACTION ELEMENTS
52
DECISION ELEMENTS
52
VOICE ELEMENTS
53
Restrictions and Recommendations
55
VoiceElementBase Methods
57
Interaction Logging
61
CHAPTER 10: APPLICATION START CLASSES
65
CHAPTER 11: APPLICATION END CLASSES
67
CHAPTER 12: SAY IT SMART PLUGINS
69
DESIGN
69
EXECUTION METHODS
70
CONFIGURATION METHODS
71
UTILITY METHODS
73
CHAPTER 13: LOGGERS
75
VXML SERVER LOGGING DESIGN
75
Logger Events
75
How Loggers Work
76
LOGGER DESIGN
78
GLOBAL LOGGER METHODS
79
APPLICATION LOGGER METHODS
80
UTILITY METHODS
82
Common Utility Methods
83
Application Logger Utility Methods
83
CHAPTER 14: HOTEVENTS
85
CHAPTER 15: ON ERROR NOTIFICATION
87
CHAPTER 16: APPLICATION MANAGEMENT API
89
DESIGN
89
MANAGEMENT BEAN SAMPLES
92
APPLICATION MANAGEMENT INTERFACES
93
APPENDIX A: THE VOICE FOUNDATION CLASSES
95
VFC DESIGN
95
VFC CLASSES
97
APPENDIX B: THE JAVA 5 MIGRATION
103
DefaultInteractionEvent
82
Dependency
51
Action elements
39
DOCTYPE
8
ActionConfigInterface
29
DTD diagrams
9
Dynamic element configurations
30
ActivityEvent
82
API design
3
APIBase
13
application directory
7
ApplicationAdminErrorEvent
82
ElementInteractionEvent
82
ApplicationAdminEvent
82
ElementInterface
48
ApplicationEndAPI
68
EndApplicationInterface
68
EndCallInterface
26
Error events
82
ApplicationStartAPI
66
AudioItem
30
Filesets
69
framework.jar
5
Blind telephony transfer
25
GlobalErrorInterface
87
C++
8
Call Start Action
21
HoteventInterface
85
CGI
8
HTTP request parameters
57
Compiling
5
ComponentAPI
13
Input format
69
Configurable elements
47
Creating session data
14
Decision elements
43
DecisionConfigInterface
29
Language
100
Setting dependencies
51
lib directory
5
StartApplicationInterface
66
StartCallInterface
22
LoggerEvent
76
StaticAudio
30
util directory
7
Utility methods
7
Output format
69
VFC design
95
PHP
8
VoiceElementInterface
29
xalan.jar
5
XML DTD
9
SayItSmartDependency
72
SayItSmartPlugin
69
servlet.jar
5

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Cover Page
1
Table of Contents
3
List of Figures
9
- Figure 1 : Element Configuration tab
  65
- Figure 2 : Configure Request Parameters
  68
- Figure 3 : Add Parameter
  68
- Figure 4 : Repeatable Parameters
  68
- Figure 5 : Configure Response Parameters
  69
Preface
11
- Purpose
  11
- Audience
  11
- Organization
  11
- Related Documentation
  12
- Conventions
  14
- Obtaining Documentation and Submitting a Service Request
  15
- Documentation Feedback
  15
Chapter 1: Introduction
17
Chapter 2: Application_Modifier
19
- Settings
  19
- Exit States
  20
- Folder and Class Information
  20
Chapter 3: Audio
21
- Audio Groups
  21
  - Audio Playback
    21
- Folder and Class Information
  21
Chapter 4: Counter
23
- Settings
  23
- Element Data
  24
- Exit States
  24
- Folder and Class Information
  24
Chapter 5: Callback_Add
25
- Settings
  25
- Element Data
  26
- Exit States
  26
- Folder and Class Information
  27
Chapter 6: Callback_Disconnect_Caller
29
- Settings
  29
- Element Data
  29
- Exit States
  30
- Folder and Class Information
  30
Chapter 7: Callback_Enter_Queue
31
- Settings
  31
- Element Data
  31
- Exit States
  31
- Folder and Class Information
  32
Chapter 8: Callback_Get_Status
33
- Settings
  33
- Element Data
  33
- Exit States
  34
- Folder and Class Information
  34
Chapter 9: Callback_Reconnect
35
- Settings
  35
- Element Data
  35
- Exit States
  36
- Folder and Class Information
  36
Chapter 10: Callback_Set_Queue_Defaults
37
- Settings
  37
- Element Data
  39
- Exit States
  39
- Folder and Class Information
  39
Chapter 11: Callback_Update_Status
41
- Settings
  41
- Element Data
  42
- Exit States
  42
- Folder and Class Information
  42
Chapter 12: Callback_Validate
43
- Settings
  43
- Element Data
  43
- Exit States
  44
- Folder and Class Information
  44
Chapter 13: Callback_Wait
45
- Settings
  45
- Exit States
  45
- Folder and Class Information
  46
Chapter 14: Currency
47
- Settings
  48
- Element Data
  49
- Exit States
  50
- Audio Groups
  50
  - Currency Capture
    50
  - End
    50
- Folder and Class Information
  51
Chapter 15: Currency_with_Confirm
53
- Settings
  54
- Element Data
  55
- Exit States
  56
- Audio Groups
  56
  - Currency Capture
    56
  - Currency Confirm
    57
  - End
    57
- Folder and Class Information
  57
Chapter 16: CVP Subdialog Return
59
- Settings
  59
- Exit States
  60
- Folder and Class Information
  60
Chapter 17: CVP Subdialog Start
61
- Settings
  61
- Exit States
  62
- Folder and Class Information
  62
Chapter 18: Web Service Elements
63
- Exit States
  64
- Element Data
  64
- Settings
  65
- Configuring Request Parameters
  67
- Configuring Response Parameters
  69
Chapter 19: Database
71
- Settings
  72
- Element Data
  72
- Session Data
  72
- Exit States
  73
- Folder and Class Information
  73
- How to Create a JNDI Database Connection in Tomcat for Use in VXML Applications
  73
  - Summary
    73
  - Steps
    73
Chapter 20: Date
75
- Settings
  75
- Element Data
  76
- Exit States
  77
- Audio Groups
  77
  - Date Capture
    77
  - End
    78
- Folder and Class Information
  78
Chapter 21: Date_with_Confirm
79
- Settings
  79
- Element Data
  81
- Exit States
  82
- Audio Groups
  82
  - Date Capture
    82
  - Date Confirm
    82
  - End
    83
- Folder and Class Information
  83
Chapter 22: Digits
85
- Settings
  85
- Element Data
  87
- Exit States
  87
- Audio Groups
  88
  - Digits Capture
    88
  - End
    88
- Folder and Class Information
  88
Chapter 23: Digits_with_Confirm
89
- Settings
  89
- Element Data
  91
- Exit States
  92
- Audio Groups
  92
  - Digits Capture
    92
  - Digits Confirm
    93
  - End
    93
- Folder and Class Information
  93
Chapter 24: Email
95
- Settings
  95
- Exit States
  96
- Folder and Class Information
  96
- Configuring Email Element
  97
Chapter 25: Form
99
- Settings
  100
- Element Data
  105
- Exit States
  107
- Audio Groups
  107
  - Form Data Capture
    107
  - End
    107
- Folder and Class Information
  107
Chapter 26: Form_with_Confirm
109
- Settings
  110
- Element Data
  116
- Exit States
  117
- Audio Groups
  117
  - Form Data Capture
    117
  - Form Data Confirm
    118
  - End
    118
- Folder and Class Information
  118
Chapter 27: Math
119
- Examples
  119
- Settings
  119
- Operators and Functions
  120
- Element Data
  121
- Session Data
  121
- Exit States
  121
- Folder and Class Information
  121
Chapter 28: Menu Support for 2_Option_Menu through 10_Option_Menu
123
- Settings
  124
- Element Data
  126
- Exit States
  126
- Audio Groups
  127
  - Menu Option Capture
    127
  - End
    127
- Folder and Class Information
  127
Chapter 29: Number
129
- Settings
  129
- Element Data
  130
- Exit States
  131
- Audio Groups
  132
  - Number Capture
    132
  - End
    132
- Folder and Class Information
  132
Chapter 30: Number_with_Confirm
133
- Settings
  133
- Element Data
  135
- Exit States
  136
- Audio Groups
  136
  - Number Capture
    136
  - Number Confirm
    136
  - End
    137
- Folder and Class Information
  137
Chapter 31: Phone
139
- Settings
  139
- Element Data
  140
- Exit States
  141
- Audio Groups
  141
  - Phone Capture
    141
  - End
    142
- Folder and Class Information
  142
Chapter 32: Phone_With_Confirm
143
- Settings
  143
- Element Data
  145
- Exit States
  145
- Audio Groups
  146
  - Phone Capture
    146
  - Phone Confirm
    146
  - End
    147
- Folder and Class Information
  147
Chapter 33: Record
149
- Settings
  149
- Element Data
  151
- Exit States
  152
- Audio Groups
  152
  - Record Capture
    152
- Folder and Class Information
  152
Chapter 34: Record_With_Confirm
153
- Settings
  153
- Element Data
  156
- Exit States
  156
- Audio Groups
  156
  - Record Capture
    156
  - Record Confirm
    156
- Folder and Class Information
  157
Chapter 35: ReqICMLabel
159
- Settings
  159
- Element Data
  160
- Session Data
  161
- Exit States
  161
- Folder and Class Information
  161
Chapter 36: Subdialog Invoke
163
- Settings
  163
- Exit States
  164
- Folder and Class Information
  164
Chapter 37: Subdialog Return
165
- Settings
  165
- Exit States
  166
- Folder and Class Information
  166
Chapter 38: Subdialog Start
167
- Settings
  167
- Exit States
  168
- Folder and Class Information
  168
Chapter 39: Time
169
- Settings
  169
- Element Data
  170
- Exit States
  171
- Audio Groups
  171
  - Time Capture
    171
  - End
    172
- Folder and Class Information
  172
Chapter 40: Time_With_Confirm
173
- Settings
  173
- Element Data
  175
- Exit States
  175
- Audio Groups
  176
  - Time Capture
    176
  - Time Confirm
    176
  - End
    177
- Folder and Class Information
  177
Chapter 41: Transfer
179
- Settings
  180
- Element Data
  180
- Exit States
  181
- Audio Groups
  181
  - Transfer Audio
    181
  - End
    182
- Folder and Class Information
  182
Chapter 42: Yes_No_Menu
183
- Settings
  183
- Element Data
  184
- Exit States
  184
- Audio Groups
  184
  - Yes / No Capture
    184
  - End
    185
- Folder and Class Information
  185
Index
187

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About This Document
8
- Audience
  8
- Related Documentation
  8
Obtaining Technical Assistance
9
- Cisco.com
  9
- Network Professional Connection
  9
- Technical Assistance Center
  10
  - Cisco TAC Website
    10
  - Cisco TAC Escalation Center
    11
Obtaining Additional Publications and Information
12
Introduction
13
Audio
15
- Audio Groups
  15
  - Audio Playback
    15
Counter
16
- Settings
  16
- Element Data
  16
- Exit States
  16
Currency
17
- Settings
  18
- Element Data
  18
- Exit States
  18
- Audio Groups
  19
  - Currency Capture
    19
  - End
    19
Currency_With_Confirm
20
- Settings
  21
- Element Data
  21
- Exit States
  22
- Audio Groups
  22
  - Currency Capture
    22
  - Currency Confirm
    22
  - End
    23
Database
24
- Settings
  24
- Element Data
  25
- Session Data
  25
- Exit States
  25
Date
26
- Settings
  26
- Element Data
  26
- Exit States
  27
- Audio Groups
  27
  - Date Capture
    27
  - End
    27
Date_With_Confirm
28
- Settings
  28
- Element Data
  29
- Exit States
  29
- Audio Groups
  29
  - Date Capture
    29
  - Date Confirm
    30
  - End
    30
Digits
31
- Settings
  31
- Element Data
  32
- Exit States
  32
- Audio Groups
  32
  - Digits Capture
    32
  - End
    32
Digits_With_Confirm
34
- Settings
  34
- Element Data
  35
- Exit States
  35
- Audio Groups
  36
  - Digits Capture
    36
  - Digits Confirm
    36
  - End
    37
Email
38
- Settings
  38
- Exit States
  39
Form
40
- Settings
  40
- Element Data
  44
- Exit States
  45
- Audio Groups
  45
  - Form Data Capture
    46
  - End
    46
Form_With_Confirm
47
- Settings
  47
- Element Data
  52
- Exit States
  53
- Audio Groups
  53
  - Form Data Capture
    53
  - Form Data Confirm
    53
  - End
    54
2_Option_Menu, 3_Option_Menu, . . . , 10_Option_Menu
55
- Settings
  55
- Element Data
  56
- Exit States
  57
- Audio Groups
  57
  - Menu Option Capture
    57
  - End
    57
Number
59
- Settings
  59
- Element Data
  59
- Exit States
  60
- Audio Groups
  60
  - Number Capture
    60
  - End
    60
Number_With_Confirm
62
- Settings
  62
- Element Data
  63
- Exit States
  63
- Audio Groups
  63
  - Number Capture
    63
  - Number Confirm
    64
  - End
    64
Phone
65
- Settings
  65
- Element Data
  65
- Exit States
  66
- Audio Groups
  66
  - Phone Capture
    66
  - End
    66
Phone_With_Confirm
67
- Settings
  67
- Element Data
  68
- Exit States
  68
- Audio Groups
  68
  - Phone Capture
    68
  - Phone Confirm
    69
  - End
    69
Record
70
- Settings
  70
- Element Data
  72
- Exit States
  72
- Audio Groups
  72
  - Record Capture
    72
Record_With_Confirm
73
- Settings
  73
- Element Data
  75
- Exit States
  75
- Audio Groups
  75
  - Record Capture
    75
  - Record Confirm
    76
Subdialog_Return
77
- Settings
  77
- Exit States
  77
Subdialog_Start
79
- Settings
  79
- Exit States
  80
Time
81
- Settings
  81
- Element Data
  81
- Exit States
  82
- Audio Groups
  82
  - Time Capture
    82
  - End
    82
Time_With_Confirm
83
- Settings
  83
- Element Data
  84
- Exit States
  84
- Audio Groups
  84
  - Time Capture
    84
  - Time Confirm
    85
  - End
    85
Transfer
86
- Settings
  86
- Element Data
  87
- Exit States
  87
- Audio Groups
  88
  - Transfer Audio
    88
  - End
    88
Yes_No_Menu
89
- Settings
  89
- Element Data
  89
- Exit States
  90
- Audio Groups
  90
  - Yes / No Capture
    90
  - End
    90

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Title
1
Contents
3
About This Guide
7
Introduction
13
ISN Solution Components
41
- Non-ISN Cisco Products
  41
  - NAM/ICM
    41
  - Media Server
    42
  - Gateway and Gatekeeper
    42
    - Gatekeeper Failover
      43
  - IPCC
    43
  - Automated Speech Recognition (ASR) and Text-to-speech (TTS)
    43
  - Content Switch
    44
- ISN Product Components
  44
  - Roles of the Application Server
    45
    - Application Administrator
      45
  - Voice Browser
    47
    - VB Admin
      47
  - SDDSN
    49
- ISN Internal Interfaces
  50
- Software Component Co-residence
  51
- Security
  51
- ISN System Administration
  52
  - System Management
    52
    - ICM Service Control
      52
  - ISN Reporting
    53
    - Service Control Database Reporting
      55
  - ISN Error Handling
    55
    - Trace Message Levels
      55
    - Log files
      55
Prompt Recording and Distribution
57
- Media File Overview
  57
  - Media Server
    57
  - Media File Names and Types
    58
  - Media File Address
    59
VoIP Routing
61
Index
85
- A
  85
- C
  85
- D
  85
- E
  85
- G
  85
- H
  86
- I
  86
- L
  86
- M
  86
- N
  86
- O
  86
- P
  86
- Q
  86
- R
  86
- S
  86
- T
  86
- V
  87
- Z
  87

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Cisco Customer Voice Portal (CVP) Product Description
1
Contents
3
About This Guide
7
Introduction
13
CVP Solution Components
43
- Non-CVP Cisco Products
  43
  - NAM/ICM
    43
  - Media Server
    44
  - Gateway and Gatekeeper
    44
  - IPCC
    45
  - Automated Speech Recognition (ASR) and Text-to-speech (TTS)
    45
  - Content Switch
    45
- CVP Product Components
  46
  - Roles of the Application Server
    46
  - Voice Browser
    48
  - SDDSN
    50
- CVP Internal Interfaces
  51
- Software Component Co-residence
  52
- Security
  52
- CVP System Administration
  53
  - System Management
    53
  - CVP Reporting
    54
  - CVP Error Handling
    56
Prompt Recording and Distribution
59
- Media File Overview
  59
  - Media Server
    59
  - Media File Names and Types
    60
  - Media File Address
    61
VoIP Routing
63
CVP VoiceXML Server
77
- VoiceXML Overview
  77
- CVP VoiceXML Server Elements
  81
  - Element and Session Data
    82
  - Exit States
    82
  - Customizability
    82
  - Voice Elements
    83
  - VoiceXML Insert Elements
    84
Glossary
89
Index
99
- A
  99
- C
  99
- D
  99
- E
  99
- G
  99
- H
  100
- I
  100
- L
  100
- M
  100
- N
  100
- O
  100
- P
  100
- Q
  100
- R
  100
- S
  100
- T
  101
- V
  101
- Z
  101

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CHAPTER 1: INTRODUCTION
1
VOICEXML OVERVIEW
1
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
THE UNIFIED CVP SOLUTION
5
Call Studio
5
VXML Server
6
Unified CVP Elements
7
Element and Session Data
7
Exit States
8
Customizability
8
Voice Elements
9
VoiceXML Insert Elements
10
Decision Elements
11
Action Elements
11
Web Services Element
12
Flag Elements
12
Hotlinks
13
Hotevents
13
Application Reuse
14
Application Transfers
14
Subdialogs
15
UNIFIED CVP CALL STUDIO INTRODUCTION
17
Licensing
17
Trial Period
17
Applying a License
17
Preferences
20
Builder for Call Studio
21
Project Introduction
21
Creating a Call Studio Project
21
ONLINE HELP
26
CHAPTER 2: UNIFIED CVP COMPONENTS IN DETAIL
27
COMPONENTS
27
VARIABLES
28
Global Data
28
Application Data
28
Session Data
29
Element Data
29
Component Accessibility
30
APIS
30
CONFIGURABLE ELEMENTS
32
STANDARD ACTION AND DECISION ELEMENTS
32
DYNAMIC ELEMENT CONFIGURATIONS
33
START / END OF CALL ACTIONS
33
HOTEVENTS
34
SAY IT SMART PLUGINS
34
START AND END OF APPLICATION ACTIONS
35
LOGGERS
35
ON ERROR NOTIFICATION
36
UNIFIED CVP XML DECISIONS IN DETAIL
36
The <call_data> Tag
40
The <data> Tag
40
The <user_info> Tag
40
The <general_date_time> Tag
41
The <caller_activity> Tag
42
The <historical_data> Tag
42
XML Decision Example #1
43
XML Decision Example #2
44
XML Decision Example #3
45
VOICEXML INSERT ELEMENTS
48
Restrictions
48
Inputs
49
Outputs
51
Root Document
54
Example
54
CHAPTER 3: ADMINISTRATION
57
INTRODUCTION TO VXML SERVER ADMINISTRATION
57
JMX Management Interface
57
Administration Scripts
58
System Information Page
59
ADMINISTRATION INFORMATION
60
Application and System Status
60
JMX Interface
61
Administration Scripts
61
VXML Server Information
62
JMX Interface
62
Administration Scripts
62
System Information Page
63
Server Status Checks
63
CONFIGURATION UPDATES
64
VXML Server Configuration Options
65
Tuning Logger Options
65
Session Invalidation Delay Option
66
Application Configuration Options
67
ADMINISTRATION FUNCTIONS
68
Graceful Administration Activity
68
Updating Applications
69
JMX Interface
70
Administration Scripts
71
Suspending Applications
71
JMX Interface
73
Administration Scripts
74
Adding Applications
74
JMX Interface
74
Administration Scripts
74
Removing Applications
75
JMX Interface
76
Administration Scripts
76
Updating Common Classes
77
JMX Interface
77
Administration Scripts
77
Getting/Setting Global and Application Data
77
Global Data Access
78
Application Data Access
78
Administrator Log Access
79
Administration Function Reference
80
Application-Level Functions
80
VXML Server-Level Functions
80
VXML SERVER METRICS
81
CHAPTER 4: USER MANAGEMENT
85
DEPLOYMENT
85
DATABASE DESIGN
86
Applications
86
User Data
87
users
87
user_phone
88
users_by_ani
88
Historical Data
89
sessions
89
flags
90
CHAPTER 5: VXML SERVER LOGGING
91
LOGGERS
91
GLOBAL LOGGERS
92
The Global Call Logger
92
The Global Error Logger
94
Global Error Logger Configuration: Log Details
95
Global Error Logger Configuration: File Purging
96
Global Error Logger Configuration Example #1
96
Error Logger Configuration Example #2
98
The Global Administration History Logger
98
APPLICATION LOGGERS
99
The Application Activity Logger
100
Activity Logger Configuration: Format
104
Activity Logger Configuration: Scope
105
Activity Logger Configuration: File Rotation
107
Activity Logger Configuration: Caching
108
Activity Logger Configuration: File Purging
109
Activity Logger Configuration Example #1
110
Activity Logger Configuration Example #2
111
The Application Error Logger
112
Error Logger Configuration: Format
113
Error Logger Configuration: File Purging
114
Error Logger Configuration Example #1
115
Error Logger Configuration Example #2
115
The Application Administration History Logger
116
The Application Debug Logger
116
CHAPTER 6: VXML SERVER CONFIGURATION
119
GLOBAL CONFIGURATION FILE
119
CONFIGURATION OPTIONS
119
CHAPTER 7: STANDALONE APPLICATION BUILDER
123
STANDALONE APPLICATION BUILDER INTRODUCTION
123
SCRIPT EXECUTION
124
SCRIPT OUTPUT
124
APPENDIX A: SUBSTITUTION TAG REFERENCE
127
APPENDIX B: THE DIRECTORY STRUCTURE
133
APPENDIX C: GLOSSARY
137
TELEPHONY TERMS
137
UNIFIED CVP TERMS
138
app.callflow file
21
Application Transfer
14
J2SE
6
Call flow
21
Call Flow Theme
20
Callflow folder
21
Licensing
19
Local Hotlinks
139
Components
27
Configurable elements
138
Deploy folder
21
Maintainer
139
Dynamic configuration
29
Metrics
81
Expand call flow elements in Outline View
20
Expand elements in Elements View
20
Plug-ins
17
Preferences
20
Projects
21
Fixed configurations
10
Flag elements
13
getVersions
62
Global loggers
92
Graceful administration functions
68
Graphical user interface
5
Session management
6
Voice browser
140
Subdialog Invoke
15
VoiceXML Forum
2
Trial Period
17
W3C
2
Web Services
12

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Preface
6
Introduction
15
- VoiceXML Overview
  15
- The Unified CVP Solution
  19
  - Unified CVP VoiceXML Studio
    19
  - Unified CVP VoiceXML Server
    20
  - Unified CVP Elements
    21
    - Element and Session Data
      21
    - Exit States
      22
    - Customizability
      22
  - Voice Elements
    22
  - VoiceXML Insert Elements
    24
  - Decision Elements
    25
  - Action Elements
    25
  - Flag Elements
    26
  - Hotlinks
    26
  - Hotevents
    26
  - Application Transfers
    27
VoiceXML Server Components in Detail
28
- Components
  28
- Variables
  29
  - Global Data
    29
  - Application Data
    29
  - Session Data
    30
  - Element Data
    30
  - Component Accessibility
    31
- APIs
  31
- Configurable Elements
  32
- Standard Action and Decision Elements
  33
- Dynamic Element Configurations
  34
- Start / End of Call Actions
  34
- Hotevents
  35
- Say It Smart Plugins
  36
- Start and End of Application Actions
  36
- Loggers
  37
- On Error Notification
  37
- Unified CVP XML Decisions in Detail
  38
  - The <call_data> Tag
    41
  - The <data> Tag
    41
  - The <user_info> Tag
    41
  - The <general_date_time> Tag
    42
  - The <caller_activity> Tag
    43
  - The <historical_data> Tag
    43
  - XML Decision Example #1
    44
  - XML Decision Example #2
    45
  - XML Decision Example #3
    46
- VoiceXML Insert Elements
  48
  - Restrictions
    49
  - Inputs
    50
  - Outputs
    52
  - Root Document
    54
  - Example
    55
Administration
57
User Management
69
- Deployment
  69
- Database Design
  70
  - Applications
    70
  - User Data
    71
    - users
      71
    - user_phone
      72
    - users_by_ani
      72
  - Historical Data
    73
    - sessions
      73
    - flags
      74
VoiceXML Server Logging
75
- VoiceXML Server Logging
  75
- Application Logging
  77

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Preface
6
Purpose
6
Audience
6
Organization
6
Related Documentation
6
Conventions
8
Obtaining Documentation
9
Documentation Feedback
9
Field Alerts and Field Notices
10
Cisco Product Security Overview
10
- Reporting Security Problems in Cisco Products
  11
Obtaining Technical Assistance
11
Obtaining Additional Publications and Information
13
Introduction
16
- Licensing
  16
  - Online Activation
    16
  - Manual Activation
    17
  - Trial Period
    18
- Preferences
  18
Builder for VoiceXML Studio
19
Cisco Unified CVP Workspace
53
- Elements View
  53
  - Standard Versus Configurable
    54
  - Configurable Element Types
    55
  - Configurable Action Elements
    55
    - Definition
      55
  - Configurable Decision Elements
    56
    - Definition
      56
  - Voice Elements
    56
    - Definition
      56
- Standard Elements
  57
  - Standard Action Elements
    57
    - Definition
      57
    - Configuring a Standard Action Element
      58
  - Standard Decision Elements
    59
- Flag Elements
  64
  - Definition
    64
  - Defining a Flag Element
    64
- VoiceXML Insert Elements
  64
  - Definition
    65
  - Defining a VoiceXML Insert Element
    65
- Hotevent
  67
  - Definition
    67
  - Defining a Hotevent
    68
- Hotlinks
  68
  - Definition
    68
  - Defining a Hotlink
    69
- Application Transfer
  70
  - Definition
    70
  - Defining an Application Transfer
    70
- Page Entries & Connectors
  71
  - Definition
    71
  - Defining a Page Entry
    72
  - Defining a Page Connector
    72
- Comment
  73
  - Definition
    73
  - Defining a Comment
    73
- Hang Up
  73
  - Definition
    74
  - Defining a Hang Up
    74
- Start of Call
  74
  - Definition
    74
  - Defining the Start of Call
    75
- Error Element
  75
  - Definition
    75
  - Defining an Error Element
    76
- Subdialog Elements
  77
- The Callflow Editor
  79
  - Selecting, Resizing, and Repositioning Elements
    79
  - Element Naming
    80
  - Connecting Elements
    81
    - Angled Lines
      83
  - Skipping Call Flow
    84
  - Using Skip Call Flow
    85
  - Cut, Copy, and Paste
    87
  - Undo and Redo
    88
  - Zoom In/Zoom Out
    89
  - Element Groups
    90
  - Element Comments
    95
- Element Configuration View
  96
  - Element Configuration Tabs
    97
  - The General Tab
    97
  - The Settings Tab
    99
    - Settings
      99
    - VoiceXML Properties (Voice Elements Only)
      100
  - The Audio Tab (Voice Elements Only)
    101
    - Audio Groups
      101
    - Audio Items
      104
  - The Data Tab
    107
    - Creating Element Data
      107
    - Creating Session Data
      108
  - Substitution
    109
- Prompt Manager
  112
  - Prompt Manager View
    112
  - Using the Prompt Manager
    113
  - Validating Applications
    114
  - Deploying Applications
    115
    - Local Deploy
      116
    - Remote Deploy
      117
    - Archive Deploy
      118

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CHAPTER 1: INTRODUCTION
1
VOICEXML OVERVIEW
1
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
THE UNIFIED CVP SOLUTION
5
Call Studio
5
VXML Server
6
Unified CVP Elements
7
Element and Session Data
7
Exit States
8
Customizability
8
Voice Elements
9
VoiceXML Insert Elements
10
Decision Elements
11
Action Elements
11
Web Services Element
12
Flag Elements
12
Hotlinks
13
Hotevents
13
Application Reuse
14
Application Transfers
14
Subdialogs
15
UNIFIED CVP CALL STUDIO INTRODUCTION
17
Licensing
17
Trial Period
17
Applying a License
17
Preferences
20
Builder for Call Studio
21
Project Introduction
21
Creating a Call Studio Project
21
ONLINE HELP
26
CHAPTER 2: UNIFIED CVP COMPONENTS IN DETAIL
27
COMPONENTS
27
VARIABLES
28
Global Data
28
Application Data
28
Session Data
29
Element Data
29
Component Accessibility
30
APIS
30
CONFIGURABLE ELEMENTS
32
STANDARD ACTION AND DECISION ELEMENTS
32
DYNAMIC ELEMENT CONFIGURATIONS
33
START / END OF CALL ACTIONS
33
HOTEVENTS
34
SAY IT SMART PLUGINS
34
START AND END OF APPLICATION ACTIONS
35
LOGGERS
35
ON ERROR NOTIFICATION
36
UNIFIED CVP XML DECISIONS IN DETAIL
36
The <call_data> Tag
40
The <data> Tag
40
The <user_info> Tag
40
The <general_date_time> Tag
41
The <caller_activity> Tag
42
The <historical_data> Tag
42
XML Decision Example #1
43
XML Decision Example #2
44
XML Decision Example #3
45
VOICEXML INSERT ELEMENTS
48
Restrictions
48
Inputs
49
Outputs
51
Root Document
54
Example
54
CHAPTER 3: ADMINISTRATION
57
INTRODUCTION TO VXML SERVER ADMINISTRATION
57
JMX Management Interface
57
Administration Scripts
58
System Information Page
59
ADMINISTRATION INFORMATION
60
Application and System Status
60
JMX Interface
61
Administration Scripts
61
VXML Server Information
62
JMX Interface
62
Administration Scripts
62
System Information Page
63
Server Status Checks
63
CONFIGURATION UPDATES
63
VXML Server Configuration Options
64
Tuning Logger Options
64
Session Invalidation Delay Option
65
Application Configuration Options
66
ADMINISTRATION FUNCTIONS
67
Graceful Administration Activity
68
Updating Applications
68
JMX Interface
69
Administration Scripts
70
Suspending Applications
70
JMX Interface
72
Administration Scripts
73
Adding Applications
73
JMX Interface
73
Administration Scripts
74
Removing Applications
74
JMX Interface
75
Administration Scripts
75
Updating Common Classes
76
JMX Interface
76
Administration Scripts
76
Accessing Logger Methods
77
Getting/Setting Global and Application Data
77
Global Data Access
77
Application Data Access
78
Administrator Log Access
79
Administration Function Reference
79
Application-Level Functions
79
VXML Server-Level Functions
80
VXML SERVER METRICS
80
CHAPTER 4: USER MANAGEMENT
85
DEPLOYMENT
85
DATABASE DESIGN
86
Applications
86
User Data
87
users
87
user_phone
88
users_by_ani
88
Historical Data
89
sessions
89
flags
90
CHAPTER 5: VXML SERVER LOGGING
91
LOGGERS
91
GLOBAL LOGGERS
92
The Global Call Logger
92
The Global Error Logger
94
Global Error Logger Configuration: Log Details
95
Global Error Logger Configuration: File Purging
96
Global Error Logger Configuration Example #1
96
Error Logger Configuration Example #2
98
The Global Administration History Logger
98
APPLICATION LOGGERS
99
The Application Activity Logger
100
Activity Logger Configuration: Format
104
Activity Logger Configuration: Scope
105
Activity Logger Configuration: File Rotation
107
Activity Logger Configuration: Caching
108
Activity Logger Configuration: File Purging
109
Activity Logger Configuration Example #1
110
Activity Logger Configuration Example #2
111
The Application Error Logger
112
Error Logger Configuration: Format
113
Error Logger Configuration: File Purging
114
Error Logger Configuration Example #1
115
Error Logger Configuration Example #2
115
The Application Administration History Logger
116
The Application Debug Logger
116
CHAPTER 6: VXML SERVER CONFIGURATION
119
GLOBAL CONFIGURATION FILE
119
CONFIGURATION OPTIONS
119
CHAPTER 7: STANDALONE APPLICATION BUILDER
123
STANDALONE APPLICATION BUILDER INTRODUCTION
123
SCRIPT EXECUTION
124
SCRIPT OUTPUT
124
APPENDIX A: SUBSTITUTION TAG REFERENCE
127
APPENDIX B: THE DIRECTORY STRUCTURE
133
APPENDIX C: GLOSSARY
137
TELEPHONY TERMS
137
UNIFIED CVP TERMS
138
Graphical user interface
5
app.callflow file
21
Application Transfer
14
J2SE
6
Call flow
21
Call Flow Theme
20
Callflow folder
21
Licensing
19
Components
27
Local Hotlinks
137
Configurable elements
136
Custom loggers
77
Deploy folder
21
Maintainer
137
Dynamic configuration
29
Metrics
80
Expand call flow elements in Outline View
20
Expand elements in Elements View
20
Plug-ins
17
Preferences
20
Projects
21
Fixed configurations
10
Flag elements
13
getVersions
62
Global loggers
92
Graceful administration functions
67
Session management
6
Subdialog Invoke
15
Voice browser
138
VoiceXML Forum
2
Trial Period
17
W3C
2
Web Services
12

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Preface
6
Introduction
15
Credit Card
18
- Description
  18
- Input Formats
  18
- Output Formats
  18
- Filesets
  19
- Audio Files
  19
- Examples
  19
Currency
20
- Description
  20
- Input Formats
  20
- Output Formats
  20
- Filesets
  20
- Audio Files
  21
  - Standard Fileset
    21
  - Enhanced Fileset
    21
- Examples
  21
Custom Content
22
- Description
  22
- Input Formats
  22
- Output Formats
  23
- Filesets
  24
- Audio Files
  24
- Examples
  24
Date
25
- Description
  25
- Input Formats
  25
- Output Formats
  26
- Filesets
  27
- Audio Files
  28
  - Standard Full Date
    28
  - Enhanced Full Date
    28
  - Month/Standard Year
    29
  - Month/Enhanced Year
    29
  - Month/Day
    29
  - Month Only
    29
  - Standard Year
    29
  - Enhanced Year
    30
- Examples
  30
Digits
31
- Description
  31
- Input Formats
  31
- Output Formats
  31
- Filesets
  31
- Audio Files
  31
- Examples
  31
Filename
32
- Description
  32
- Input Formats
  32
- Output Formats
  32
- Filesets
  32
- Audio Files
  33
- Examples
  33
Number
34
- Description
  34
- Input Formats
  34
- Output Formats
  34
- Filesets
  34
- Audio Files
  35
  - Standard Fileset
    35
  - Enhanced Fileset
    35
- Examples
  35
Phone
36
- Description
  36
- Input Formats
  36
- Output Formats
  36
- Filesets
  36
- Audio Files
  37
- Examples
  37
Social Security
38
- Description
  38
- Output Formats
  38
- Filesets
  38
- Audio Files
  38
- Examples
  39
String
40
- Description
  40
- Input Formats
  40
- Output Formats
  40
- Filesets
  40
- Audio Files
  41
- Examples
  41
State
42
- Description
  42
- Input Formats
  42
- Output Formats
  42
- Filesets
  42
- Audio Files
  42
  - U.S. Territories
    42
  - U.S States
    43
  - Canadian Provinces / Territories
    43
- Examples
  43
Time
44
- Description
  44
- Input Formats
  44
- Output Formats
  45
- Filesets
  45
- Audio Files
  46
  - standard_time
    46
  - enhanced_time
    46
  - standard_special_12
    46
  - enhanced_special_12
    46
  - standard_period
    46
  - enhanced_period
    46
- Examples
  47

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About This Document
6
- Audience
  6
- Related Documentation
  6
Obtaining Technical Assistance
7
Obtaining Additional Publications and Information
9
Introduction
10
Credit Card
13
- Description
  13
- Input Formats
  13
- Output Formats
  13
- Filesets
  14
- Audio Files
  14
- Examples
  14
Currency
15
- Description
  15
- Input Formats
  15
- Output Formats
  15
- Filesets
  15
- Audio Files
  16
  - Standard Fileset
    15
  - Enhanced Fileset
    16
- Examples
  16
Custom Content
18
- Description
  18
- Input Formats
  18
- Output Formats
  19
- Filesets
  20
- Audio Files
  20
- Examples
  20
Date
21
- Description
  21
- Input Formats
  21
- Output Formats
  22
- Filesets
  22
- Audio Files
  23
  - Standard Full Date
    23
  - Enhanced Full Date
    24
  - Month/Standard Year
    24
  - Month/Enhanced Year
    24
  - Month/Day
    25
  - Month Only
    25
  - Standard Year
    25
  - Enhanced Year
    25
- Examples
  25
Digits
28
- Description
  28
- Input Formats
  28
- Output Formats
  28
- Filesets
  28
- Audio Files
  28
- Examples
  28
Filename
29
- Description
  29
- Input Formats
  29
- Output Formats
  29
- Filesets
  29
- Audio Files
  30
- Examples
  30
Number
31
- Description
  31
- Input Formats
  31
- Output Formats
  31
- Filesets
  31
- Audio Files
  32
  - Standard Fileset
    32
  - Enhanced Fileset
    32
- Examples
  32
Phone
33
- Description
  33
- Input Formats
  33
- Output Formats
  33
- Filesets
  33
- Audio Files
  34
- Examples
  34
Social Security
35
- Description
  35
- Output Formats
  35
- Filesets
  35
- Audio Files
  35
- Examples
  36
String
37
- Description
  37
- Input Formats
  37
- Output Formats
  37
- Filesets
  37
- Audio Files
  38
- Examples
  38
State
39
- Description
  39
- Input Formats
  39
- Output Formats
  39
- Filesets
  39
- Audio Files
  39
  - U.S. Territories
    39
  - U.S States
    40
  - Canadian Provinces / Territories
    40
- Examples
  40
Time
41
- Description
  41
- Input Formats
  41
- Output Formats
  42
- Filesets
  42
- Audio Files
  43
  - standard_time
    42
  - enhanced_time
    43
  - standard_special_12
    43
  - enhanced_special_12
    43
  - standard_period
    43
  - enhanced_period
    44
- Examples
  44

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Manuais de utilizador para Cisco Cisco Customer Voice Portal 8.0(1)

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