Cisco Cisco Unified Customer Voice Portal 11.0(1) 用户指南
T
ABLE OF
C
ONTENTS
C
ISCO
CVP
V
OICE
XML
User Guide
ABOUT THIS DOCUMENT......................................................................................................................................6
A
UDIENCE
.................................................................................................................................................................6
R
ELATED
D
OCUMENTATION
......................................................................................................................................6
OBTAINING TECHNICAL ASSISTANCE.............................................................................................................7
C
ISCO
.
COM
................................................................................................................................................................7
N
ETWORK
P
ROFESSIONAL
C
ONNECTION
...................................................................................................................7
T
ECHNICAL
A
SSISTANCE
C
ENTER
.............................................................................................................................7
Cisco TAC Website...............................................................................................................................................8
Cisco TAC Escalation Center ..............................................................................................................................8
OBTAINING ADDITIONAL PUBLICATIONS AND INFORMATION..............................................................9
CHAPTER 1: INTRODUCTION.............................................................................................................................10
V
OICE
XML
O
VERVIEW
...........................................................................................................................................10
Limitations of Traditional IVR Technologies .....................................................................................................10
VoiceXML: Simplifying IVR Development .........................................................................................................11
Key Business Benefits of VoiceXML...................................................................................................................11
How VoiceXML Works.......................................................................................................................................12
Challenges with VoiceXML Development..........................................................................................................13
T
HE
C
ISCO
CVP
V
OICE
XML
S
OLUTION
.................................................................................................................14
CVP VoiceXML Studio.......................................................................................................................................14
CVP VoiceXML Server.......................................................................................................................................15
CVP VoiceXML Elements ..................................................................................................................................16
Element and Session Data............................................................................................................................................... 16
Exit States ....................................................................................................................................................................... 17
Customizability ............................................................................................................................................................... 17
Voice Elements...................................................................................................................................................17
VoiceXML Insert Elements.................................................................................................................................19
Decision Elements..............................................................................................................................................20
Action Elements..................................................................................................................................................20
Flag Elements ....................................................................................................................................................21
Hotlinks ..............................................................................................................................................................21
Hotevents............................................................................................................................................................21
Application Transfers.........................................................................................................................................22
CHAPTER 2: CISCO CVP VOICEXML COMPONENTS IN DETAIL ............................................................23
C
OMPONENTS
..........................................................................................................................................................23
V
ARIABLES
..............................................................................................................................................................24
API
S
........................................................................................................................................................................25
C
ONFIGURABLE
E
LEMENTS
.....................................................................................................................................26
S
TANDARD
A
CTION AND
D
ECISION
E
LEMENTS
.......................................................................................................27
D
YNAMIC
E
LEMENT
C
ONFIGURATIONS
...................................................................................................................27
S
TART
/
E
ND OF
C
ALL
A
CTIONS
..............................................................................................................................27
O
N
E
RROR
N
OTIFICATION
.......................................................................................................................................28
H
OTEVENTS
.............................................................................................................................................................29
S
AY
I
T
S
MART
P
LUGINS
...........................................................................................................................................29
CVP
V
OICE
XML
XML
D
ECISIONS IN
D
ETAIL
........................................................................................................30
The <call_data> Tag .........................................................................................................................................32
The <data> Tag .................................................................................................................................................33
The <user_info> Tag .........................................................................................................................................33
The <general_date_time> Tag ..........................................................................................................................34
The <caller_activity> Tag .................................................................................................................................34
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