Cisco Cisco Unified Customer Voice Portal 10.0(1) 用户指南
C
HAPTER
1:
I
NTRODUCTION
V
OICE
XML
S
ERVER
U
SER
G
UIDE
FOR
C
ISCO
U
NIFIED
C
USTOMER
V
OICE
P
ORTAL
R
ELEASE
4.0(1)
5
Stateless nature of VoiceXML
– Like HTML, VoiceXML is a stateless mark-up language. For
applications that require the maintenance of data across a session, e.g., account or
transactional information, or phone call, pure VoiceXML does not suffice.
transactional information, or phone call, pure VoiceXML does not suffice.
Complicated coding
– Despite VoiceXML’s promise to simplify voice application
development, the process of coding an application with dozens or hundreds of possible
interactions with a caller can become quite complex.
interactions with a caller can become quite complex.
Limited back-end integration
– Enterprise applications rarely operate in a vacuum.
VoiceXML does not natively support robust data access and external system integration.
OAM&P requirements
– Operators of large-scale voice applications have significant
requirements for administration, management, logging and (sometimes) provisioning.
VoiceXML does not natively support most of these functions.
VoiceXML does not natively support most of these functions.
Reusability
– The larger a Web or voice application becomes, the more critical reusability
becomes. This is even more pronounced in dynamic applications. VoiceXML simply
provides the interface for a voice application; it does not encapsulate common application
functionality into configurable, reusable building blocks.
provides the interface for a voice application; it does not encapsulate common application
functionality into configurable, reusable building blocks.
The Unified CVP Solution
To address the challenges, Unified CVP provides a complete solution for rapidly conceiving,
creating and deploying dynamic VoiceXML 2.0 compliant applications. In order to understand
how to use Unified CVP to build dynamic voice applications, one must understand the
components of the system and how they work. This section presents a high-level overview of all
the components of Unified CVP software.
The Unified CVP VXML subsystem consists of three main components, Unified CVP
VoiceXML Studio, Unified CVP VoiceXML Server and Unified CVP Elements. Each of these
components is discussed in further detail in the remainder of this section.
creating and deploying dynamic VoiceXML 2.0 compliant applications. In order to understand
how to use Unified CVP to build dynamic voice applications, one must understand the
components of the system and how they work. This section presents a high-level overview of all
the components of Unified CVP software.
The Unified CVP VXML subsystem consists of three main components, Unified CVP
VoiceXML Studio, Unified CVP VoiceXML Server and Unified CVP Elements. Each of these
components is discussed in further detail in the remainder of this section.
Unified CVP VoiceXML Studio
Unified CVP VoiceXML Studio is a development platform for the creation of voice applications.
VoiceXML Studio provides a framework on which a whole host of Unified CVP and third-party
tools will appear with a robust, consistent interface for voice application designers and
developers to use. VoiceXML Studio will provide a true control panel for developing all aspects
of a voice application, each function implemented as a plug-in to the greater VoiceXML Studio
platform.
VoiceXML Studio provides a framework on which a whole host of Unified CVP and third-party
tools will appear with a robust, consistent interface for voice application designers and
developers to use. VoiceXML Studio will provide a true control panel for developing all aspects
of a voice application, each function implemented as a plug-in to the greater VoiceXML Studio
platform.
The most important plug-in for VoiceXML Studio is the drag-and-drop graphical user interface
(GUI) for the rapid creation of advanced voice applications. Unified CVP VoiceXML Studio
provides:
(GUI) for the rapid creation of advanced voice applications. Unified CVP VoiceXML Studio
provides: