VoiceXML Application Development Recommendations

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1 VoiceXML Application Development Recommendations Version: 1.1 July 2014 This document contains information proprietary to West Corporation. This document shall not be reproduced, transformed to other documents, disclosed to others or used for any purpose other than the purpose for which it was furnished without prior written permission of West Corporation.

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3 Revision Highlights This version represents a reformatted treatment of the initial document that was published June 21, Only minor grammatical and syntactical corrections have been made. iii

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5 Table of Contents Welcome 1 Who Should Use this Guide? 1 Overview 3 Application Development Considerations 5 Maintainability 5 Scalability 5 Performance 5 VoiceXML Element Attribute Recommendations 7 Element/Attribute Recommendations 7 VoiceXML Element Parent/Child Elements 21 Application Development Methodology Suggestions 27 Recommendations for Application Development 27 Create Smaller Releases where possible 27 Be Vigilant in Documenting Requirements 27 All Software Must be Tested Against Requirements 27 Implement a Change Management Process 27 v

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7 Welcome Welcome to the VoiceXML Application Development Recommendations. Who Should Use this Guide? This list of recommendations is a reference for developers who are creating interfaces to West Interactive s Hosted VXML platform. 1

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9 Overview West has several common practices regarding VoiceXML application development. For the purposes of this document, West will review the elements, their attributes and make recommendations for usage where applicable. Applications developers should be cautioned that these are not rules, but rather guidelines. It is also noteworthy that this is developed from West s platform perspective, and the guidelines here are specifically aimed to ensure that the developers create VoiceXML applications that are not reliant upon a platform or a system and remain portable. The following information includes some of West s recommendations surrounding VoiceXML application development. This is not an all-inclusive list and will evolve over time. 3

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11 Application Development Considerations Maintainability All applications developers should create code that is well commented and structured so that maintenance and troubleshooting are efficient and can be done by any competent programmer of the relevant language. Scalability Steps should be taken to ensure substantial growth in the use of the application will not adversely impact performance, maintainability, security, etc. Performance Performance problems are the most noticeable and easily detected by end-users. Adherence to standard code conventions and VoiceXML and Grammar development best practices will help ensure the code meets user expectations. 5

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13 VoiceXML Element Attribute Recommendations Element/Attribute Recommendations All applications developers should create code that is well commented and structured so that maintenance and troubleshooting are efficient and can be done by any competent programmer of the relevant language. Table 1: XML Elements and Attributes Element Purpose Attribute(s) <assign> Assign a variable a value. name expr W3C Standards Section Reference West Usage Recommendation(s) <audio> Play an audio clip within a prompt. src expr fetchtimeout fetchhint maxage maxstale fetchtimeout: Where possible do not exceed 7s. fetchhint: Where possible; do not change the default of 'prefetch' for platform performance reasons. maxage: Where possible do not exceed 5s. <block> A container of (noninteractive) executable code. name expr cond name: If name is used, ensure name is descriptive of block usage within the application. Use lower case letters. Separate words by underscores. 7

14 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <catch> Catch an event. event count cond General: Use event and count attributes, where possible, to ensure greater control over application failures. Distinct directives following the successful catch is encouraged to make troubleshooting application issues easier. event: Do not include a throw element inside a catch element with the same event name, as this may result in an infinite loop scenario. <choice> Define a menu item. dtmf accept next expr event eventexpr message messageexpr fetchaudio fetchhint fetchtimeout maxage maxstale General: West recommends including no more than 4 or 5 choices within a menu to increase the caller s experience <clear> Clear one or more form item variables. namelist namelist: Since the default is to clear all variables in the form, specify variables to be cleared for greater control of the application. 8

15 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <data> Allows the fetching of, and read-only DOM access to, arbitrary XML data, without transitioning to a new VoiceXML document. enctype fetchaudio fetchhint fetchtimeout maxage maxstale method name namelist src srcexpr <disconnect> Disconnect a session. reasonexpr nxpr namelist <else> Used in <if> elements <elseif> Used in <if> elements <enumerate> Shorthand for enumerating the choices in a menu. <error> Catch an error event. count cond Note: The expr and namelist attributes can be specified but are not useful in PSTN environments General: Utilize catch elements with specific event attributes defined <catch event="error"> for standardization / consistency. count: assign values to <catch event ="noinput"> for greater visibility, control, and flexibility of the application error flow. <exit> Exit a session. expr namelist

16 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <field> Declares an input field in a form. name expr cond type slot modal <filled> An action executed when fields are filled. mode namelist 2.4 General: Always use the namelist and mode attributes, when <filled> is a child of field, to specifically identify all variables (as opposed to default all mode) to ensure greater control of the actions taken based upon the implicit condition (all=&& [and]; any = [or]) of the <filled> element when data is present in the variables. <foreach> Iterates through the given ECMASrcipt array and repeats the enclosed content. array item 6 <form> A dialog for presenting information and collecting data. id scope 2.1 id: All forms should be given a name using this attribute. Ensure id is descriptive of its usage within the application. Use uppercase letters. Separate words by underscores. 10

17 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <goto> <grammar> Go to another dialog in the same or different document. Specify a speech recognition or DTMF grammar. next expr nextitem expritem fetchaudio fetchhint fetchtimeout maxage maxstale xml:lang src srcexr scope type mode root version weight tag-format xml:base fetchhint fetchtimeout maxage maxstale Application developers should either make sure they explicitly specify the grammar type (ex:"application/grammar +xml") using the type attribute, or configure their application servers to return the correct MIME types for grammar files. <help> Simple conditional logic General: Utilize catch elements with specific event attributes defined <catch event="help"> for standardization / consistency. count - assign values to <catch event ="noinput"> for greater visibility, control, and flexibility of the application error flow. <if> Declares initial logic upon entry into a (mixed initiative) form

18 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <initial> Specify a transition common to all dialogs in the link s scope. name expr cond name: All <initial>s should be given a name using this attribute. Ensure name is descriptive of its usage within the application. Use lowercase letters. Separate words by underscores. <link> Generate a debug message. next expr event eventexpr message messageexpr dtmf fetchaudio fetchhint fetchtimeout maxage maxstale 2.5 next: Be sure to have forms referenced here to have id attribute defined. 12

19 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <log> label expr General: This is a useful tag to use whenever debugging is required. If using VoiceGenie, they can be used any time. If using Holly, limit it to needed information as Holly Connects puts a limit on the number of logging statements (approximately 30). There is no recommendation for content as it is entirely up to the programmer to determine what is needed, such as logging the result of complex conditionals or computations, database results, or I am here type statements when debugging logic issues. <mark> Places a marker into the text/tag sequence. name nameexpr

20 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <menu> A dialog for choosing among alternative destinations. id scope dtmf accept id: All <menu> elements should be given a name using this attribute. Ensure id is descriptive of its usage within the application. Use upper case letters. Separate words by underscores. dtmf: If "true," then explicitly define the dtmf values for each <choice> element within the <menu> for greater control and ease of visibility and maintenance. <meta> <metadata> Define a metadata item as a name/value pair. Define metadata information using a metadata schema. name content http-equiv creator rights subject <noinput> Catch a noinput event. count cond General: Not recommended for controlling settings General: Utilize <catch> elements with specific event attributes defined <catch event="noinput"> for standardization / consistency count - assign values to <catch event ="noinput"> for greater visibility, control, and flexibility of the application error flow. 14

21 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <nomatch> Catch a nomatch event. count cond <object> <one-of> <option> <param> Interact with a custom extension. SRGS element defines more than one valid utterance. Specify an option in a <field>. Parameter in <object> or <subdialog>. name expr cond classid codebase codetype data type archive fetchhint fetchtimeout maxage maxstale 2.4 dtmf accept value name expr value valuetype type General: Utilize catch elements with specific event attributes defined <catch event="nomatch"> for standardization / consistency count - assign values to <catch event="noinput"> for greater visibility, control, and flexibility of the application error flow General: This tag is a precursor to the <data> tag in VXML v2.1 standard. It is recommended to use <data> instead

22 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <prompt> Queue speech synthesis and audio output to the user. bargein bargeintype cond count timeout xml:lang xml:base 4.1 bargein: Recommendation is to always set the attribute for greater visibility, control, and maintenance of the application. count: Assign values when multiple <prompt>s are present for greater visibility, control, and flexibility of the application error flow. timeout: Where possible; do not include this attribute and let the platform defaults take precedence. If adjustments are needed for a section of prompts it might be best to use the <property> instead of the timeout attribute. <property> Control implementation platform settings. name value 6.3 General: West recommends that clients engage West before using the <property> elements to adjust platform settings to ensure that there will not be a negative impact in doing so. 16

23 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <record> Record an audio sample. name expr cond modal beep maxtime finalsilence dtmfterm type name: Recommendation to use meaningful names for recordings. Recording name attributes should include the client name for visibility and troubleshooting. maxtime: Recommendation is to limit recording time to <x> in seconds. finalsilence: Recommendation that if included the value should not exceed <x> for caller experience and platform performance Note: Always consult with West before enabling recording functions to ensure that capacity and performance are taken into account on the platform resources. <reprompt> Play a field prompt when a field is re-visited after an event. <return> Return from a subdialog. event eventexpr message messageexpr namelist

24 Element Purpose Attribute(s) <script> <subdialog> <submit> Specify a block of ECMAScript client-side scripting logic. Invoke another dialog as a subdialog of the current one. Submit values to a document server. src srcexpr charset fetchhint fetchtimeout maxage maxstale name expr cond namelist src srcexpr method enctype fetchaudio fetchhint fetchtimeout maxage maxstale next expr namelist method enctype fetchaudio fetchhint fetchtimeout maxage maxstale <throw> Throw an event. event eventexpr message messageexpr W3C Standards Section Reference West Usage Recommendation(s) 18

25 Element Purpose Attribute(s) W3C Standards Section Reference West Usage Recommendation(s) <transfer> <value> Transfer the caller to another destination. Insert the value of an expression in a prompt. <var> Declare a value. name expr name expr cond dest destexpr bridge connecttime out maxtime transferaudi o aai aaiexpr type expr General: If specific transfer features are needed, please consult with West name: Ensure name is descriptive of variable purpose or usage within the application. Use camelcase. expr: It is recommended that all variables are specifically initialized. <vxml> Top-level element in each VoiceXML document. version xmlns xml:base xml:lang application xmlns: /vxml version="2.1". 19

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27 VoiceXML Element Parent/Child Elements Table 2: Parent/Child Elements/Shadow Variables Element Parent Element(s) Child Element(s) Shadow Variable(s) <assign> <audio> <block> <catch> <error> <filled> <help> <if> <noinput> <nomatch> <audio> <block> <catch> <choice> <enumerate> <error> <field> <filled> <help> <if> <initial> <menu> <noinput> <nomatch> <prompt> <record> <subdialog> <transfer> <audio> <break> <emphasis> <enumerate> <foreach> <mark> <phoneme> <prosody> <say-as> <value> <block> <form> <assign> <audio> <clear> <disconnect> <enumerate> <exit> <goto> <if> <log> <prompt> <reprompt> <return> <script> <submit> <throw> <value> <var> <catch> <field> <form> <initial> <menu> <record> <subdialog> <transfer> <vxml> <assign> <audio> <clear> <disconnect> <enumerate> <exit> <goto> <if> <log> <prompt> <reprompt> <return> <script> <submit> <throw> <value> <var> <choice> <menu> <audio> <break> <emphasis> <enumerate> <grammar> <mark> <paragraph> <phoneme> <prosody> <say-as> <sentence> <value> <clear> <block> <catch> <error> <filled> <help> <if> <noinput> <nomatch> _event _message 21

28 Element Parent Element(s) Child Element(s) Shadow Variable(s) <data> <disconnect> <block> <catch> <error> <filled> <ForEach> <Form> <help> <if> <noinput> <nomatch> <vxml> <block> <catch> <error> <filled> <ForEach> <help> <if> <noinput> <nomatch> <else> <if> <elseif> <if> <enumerate> <error> <exit> <audio> <block> <catch> <choice> <error> <field> <filled> <ForEach> <help> <if> <initial> <menu> <prompt> <record> <field> <ForEach> <form> <initial> <menu> <object> <record> <subdialog> <transfer> <vxml> <block> <catch> <error> <filled> <ForEach> <help> <if> <noinput> <nomatch> <audio> <break> <emphasis> <enumerate> <mark> <paragraph> <phoneme> <prosody> <say-as> <sentence> <value> <assign> <audio> <clear> <data> <disconnect> <enumerate> <exit> <ForEach> <goto> <if> <log> <prompt> <reprompt> <return> <script> <submit> <throw> <value> <var> <field> <form> <audio> <catch> <enumerate> <error> <filled> <grammar> <help> <link> <noinput> <nomatch> <option> <prompt> <property> <value> <filled> <field> <form> <record> <subdialog> <transfer> <assign> <audio> <clear> <data> <disconnect> <enumerate> <exit> <ForEach> <goto> <if> <log> <prompt> <reprompt> <return> <script> <submit> <throw> <value> <var> _event _message 22

29 Element Parent Element(s) Child Element(s) Shadow Variable(s) <form> <vxml> <block> <catch> <error> <field> <filled> <grammar> <help> <initial> <link> <noinput> <nomatch> <property> <record> <script> <subdialog> <transfer> <var> <goto> <grammar> <help> <if> <block> <catch> <error> <filled> <ForEach> <help> <if> <noinput> <nomatch> <choice> <field> <form> <link> <record> <transfer> <field> <form> <initial> <menu> <record> <subdialog> <transfer> <vxml> <block> <catch> <error> <filled> <help> <if> <noinput> <nomatch> <rule> <assign> <audio> <clear> <data> <disconnect> <enumerate> <exit> <ForEach> <goto> <if> <log> <prompt> <reprompt> <return> <script> <submit> <throw> <value> <var> <assign> <audio> <clear> <data> <disconnect> <else> <elseif> <enumerate> <exit> <ForEach> <goto> <if> <log> <prompt> <reprompt> <return> <script> <submit> <throw> <value> <var> <initial> <form> <audio> <catch> <enumerate> <error> <help> <link> <noinput> <nomatch> <prompt> <property> <value> <link> <log> <field> <form> <initial> <vxml> <block> <catch> <error> <filled> <ForEach> <help> <if> <noinput> <nomatch> <grammar> <value> _event 23

30 Element Parent Element(s) Child Element(s) Shadow Variable(s) <menu> <vxml> <audio> <catch> <choice> <data> <enumerate> <error> <help> <noinput> <nomatch> <prompt> <property> <value> <meta> <vxml> <noinput> <nomatch> <field> <form> <initial> <menu> <object> <record> <subdialog> <transfer> <vxml> <field> <form> <initial> <menu> <object> <record> <subdialog> <transfer> <vxml> <assign> <audio> <clear> <data> <disconnect> <enumerate> <exit> <ForEach> <goto> <if> <log> <prompt> <reprompt> <return> <script> <submit> <throw> <value> <var> <assign> <audio> <clear> <data> <disconnect> <enumerate> <exit> <ForEach> <goto> <if> <log> <prompt> <reprompt> <return> <script> <submit> <throw> <value> <var> <object> <form> <audio> <catch> <error> <filled> <help> <noinput> <nomatch> <param> <prompt> <property> <value> _event _message _event _message <one-of> <item> <rule> <item> <option> <field> <param> <object> <subdialog> <prompt> <property> <block> <catch> <error> <field> <filled> <help> <if> <initial> <menu> <noinput> <nomatch> <object> <record> <subdialog> <transfer> <field> <form> <initial> <menu> <object> <record> <subdialog> <transfer> <vxml> <audio> <break> <emphasis> <enumerate> <foreach> <mark> <paragraph> <phoneme> <prosody> <say-as> <sentence> <value> 24

31 Element Parent Element(s) Child Element(s) Shadow Variable(s) <record> <form> <audio> <catch> <error> <filled> <grammar> <help> <noinput> <nomatch> <prompt> <property> <value> <reprompt> <return> <script> <block> <catch> <error> <filled> <foreach> <help> <if> <noinput> <nomatch> <block> <catch> <error> <filled> <help> <if> <noinput> <nomatch> <block> <catch> <error> <filled> <foreach> <form> <help> <if> <noinput> <nomatch> <vxml> <subdialog> <form> <audio> <catch> <error> <filled> <help> <noinput> <nomatch> <param> <prompt> <property> <value> <submit> <throw> <block> <catch> <error> <filled> <help> <if> <block> <catch> <error> <filled> <foreach> <help> <if> <nomatch> <noinput> <transfer> <form> <audio> <catch> <error> <filled> <grammar> <help> <noinput> <nomatch> <prompt> <property> <value> <value> <audio> <block> <catch> <choice> <enumerate> <error> <field> <filled> <foreach> <help> <if> <initial> <log> <menu> <noinput> <nomatch> <object> <prompt> <record> <subdialog> <transfer> 25

32 Element Parent Element(s) Child Element(s) Shadow Variable(s) <var> <block> <catch> <error> <filled> <foreach> <form> <help> <if> <noinput> <nomatch> <vxml> <vxml> <catch> <data> <error> <form> <help> <link> <menu> <meta> <noinput> <nomatch> <property> <script> <var> 26

33 Application Development Methodology Suggestions Recommendations for Application Development West will not take a position to recommend a SDLC methodology. However, to effectively deploy applications, developers must follow some proven approaches to software development. These "best practices" or recommendations are commonly used in the industry. The following list summarizes some basic recommendations for the application development / deployment process. Create Smaller Releases where possible Be vigilant in Documenting Requirements All Software must be tested against requirements Implement a Change Management Process Create Smaller Releases Where Possible It s impossible to completely define the entire problem initially, and then design or architect the entire solution, code the software flawlessly, and then test every aspect of the product at the end. Developing in targeted and smaller releases, allows teams to gain an increased understanding of the problem through elaborations, and to develop solutions for that problem over multiple iterations. Creating smaller, more focused application bundles significantly reduces risk. With a similar release plan, the development team can stay focused on a more finite set of requirements allowing the team to accommodate tactical changes in requirements, if needed. Be Vigilant in Documenting Requirements With each application delivery, requirements should be organized and documented. Clearly communicated requirements drive the design, implementation and testing of software. The more clear and accessible the requirements are, the more likely that the deliverable will meet users needs. Requirements provide traceability through development and the final deliverables. All Software Must be Tested Against Requirements Poor application performance and poor reliability are very common factors which affect the end users of the applications. When reviewing applications quality, the requirements should be used for traceability in creating test cases, scripts, and expected results including performance factors. Implement a Change Management Process Change is a constant. The ability to manage those changes is an absolute requirement in application development. Ensuring there is a process to control, track and monitor changes is essential. Version control for artifacts, code, and configurations is essential to ensure that there will always be a roll-back mechanism, if necessary. 27

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