Cisco CVP VoiceXML 3.0
CISCO CVP VOICEXML 3.0 Publication date: 14 January 2005 Copyright (C) 2000-2005 Audium Corporation. All rights reserved. Distributed by Cisco Systems, Inc. under license from Audium Corporation. Customer Voice Portal is a trademark of Cisco Systems, Inc. Contact Information For more information, contact Cisco Systems, Inc. at the following location: Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 526-4100 General product information, visit http://www.cisco.com Support inquiries, visit http://www.cisco.com/support Customer forum, visit http://www.cisco.com/discuss/contactcenter Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 2
TABLE OF CONTENTS CISCO CVP VOICEXML 3.0 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 Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 3
TABLE OF CONTENTS CISCO CVP VOICEXML 3.0 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 Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 4
TABLE OF CONTENTS CISCO CVP VOICEXML 3.0 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 Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 5
TABLE OF CONTENTS CISCO CVP VOICEXML 3.0 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 Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 6
TABLE OF CONTENTS CISCO CVP VOICEXML 3.0 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 Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 7
ABOUT THIS DOCUMENT CISCO CVP VOICEXML 3.0 About This Document Thank you for choosing Cisco CVP VoiceXML 3.0. This document describes how use and configure CVP VoiceXML elements in your voice application. Audience This document is intended for voice application and component developers using Cisco CVP VoiceXML. Related Documentation Cisco CVP VoiceXML Studio. The Cisco CVP VoiceXML Studio documentation describes the functionality of Studio including creating projects, using the Studio environment and deploying applications to CVP VoiceXML Server. This documentation is available through CVP VoiceXML Studio only. Installation Guide. This document provides instructions on installing Cisco CVP VoiceXML and its components. User Guide. This document provides an introduction to Cisco CVP VoiceXML software though it focuses on describing all aspects of CVP VoiceXML Server. Programmer Guide. This document provides information on how to build components that run on Cisco CVP VoiceXML. Say It Smart Specifications. This document describes in detail the functionality and configuration options for all CVP VoiceXML Say It Smart plugins included with the software. Javadocs. Javadocs are a group of HTML pages fully describing the entire Java application programming interfaces (APIs) to Cisco CVP VoiceXML. Developers use Javadocs in conjunction with the Programmer Guide to understand how to build custom components that run on Cisco CVP VoiceXML. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 8
OBTAINING TECHNICAL ASSISTANCE CISCO CVP VOICEXML 3.0 Obtaining Technical Assistance Cisco provides Cisco.com, which includes the Cisco Technical Assistance Center (TAC) Website, as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from the Cisco TAC website. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC website, including TAC tools and utilities. Cisco.com Cisco.com offers a suite of interactive, networked services that let you access Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world. Cisco.com provides a broad range of features and services to help you with these tasks: Streamline business processes and improve productivity Resolve technical issues with online support Download and test software packages Order Cisco learning materials and merchandise Register for online skill assessment, training, and certification programs To obtain customized information and service, you can self-register on Cisco.com at this URL: http://www.cisco.com Network Professional Connection Cisco provides a forum where you can discuss and exchange information regarding call center issues. To access the the forum, go to the following Web site: http://www.cisco.com/discuss/contactcenter Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 9
OBTAINING TECHNICAL ASSISTANCE CISCO CVP VOICEXML 3.0 Technical Assistance Center The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two levels of support are available: the Cisco TAC website and the Cisco TAC Escalation Center. The avenue of support that you choose depends on the priority of the problem and the conditions stated in service contracts, when applicable. We categorize Cisco TAC inquiries according to urgency: Priority level 4 (P4) You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration. Priority level 3 (P3) Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue. Priority level 2 (P2) Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available. Priority level 1 (P1) Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available. Cisco TAC Website You can use the Cisco TAC website to resolve P3 and P4 issues yourself, saving both cost and time. The site provides aroundthe-clock access to online tools, knowledge bases, and software. To access the Cisco TAC website, go to this URL: http://www.cisco.com/tac All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC website. Some services on the Cisco TAC website require a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register: http://tools.cisco.com/rpf/register/register.do If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC website, you can open a case online at this URL: Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 10
OBTAINING TECHNICAL ASSISTANCE CISCO CVP VOICEXML 3.0 http://www.cisco.com/en/us/support/index.html If you have Internet access, we recommend that you open P3 and P4 cases through the Cisco TAC website so that you can describe the situation in your own words and attach any necessary files. Cisco TAC Escalation Center The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case. To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL: http://www.cisco.com/warp/public/687/directory/dirtac.shtml Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 11
OBTAINING ADDITIONAL PUBLICATIONS AND INFORMATION CISCO CVP VOICEXML 3.0 Obtaining Additional Publications and Information Information about Cisco products, technologies, and network solutions is available from various online and printed sources. The Cisco Product Catalog describes the networking products offered by Cisco Systems as well as ordering and customer support services. Access the Cisco Product Catalog at this URL: http://www.cisco.com/en/us/products/products_catalog_links_launch.html Cisco Press publishes a wide range of networking publications. Cisco suggests these titles for new and experienced users: Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL: http://www.ciscopress.com Packet magazine is the Cisco monthly periodical that provides industry professionals with the latest information about the field of networking. You can access Packet magazine at this URL: http://www.cisco.com/en/us/about/ac123/ac114/about_cisco_packet_magazine.html iq Magazine is the Cisco monthly periodical that provides business leaders and decision makers with the latest information about the networking industry. You can access iq Magazine at this URL: http://business.cisco.com/prod/tree.taf%3fasset_id=44699&public_view=true&kbns=1.html Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in the design, development, and operation of public and private internets and intranets. You can access the Internet Protocol Journal at this URL: http://www.cisco.com/en/us/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html Training Cisco offers world-class networking training, with current offerings in network training listed at this URL: http://www.cisco.com/en/us/learning/le31/learning_recommended_training_list.html Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 12
INTRODUCTION CISCO CVP VOICEXML 3.0 Introduction Every element included with CVP VoiceXML Studio and Server must be configured before it can be used. This reference file contains a detailed specification for each of the CVP VoiceXML elements, listing all the options available in the configuration. The specifications must be followed, or the element may complain with an error message or behave erratically. Each element specification in this reference file presents information on some or all of the following five topics: Overview. Each specification starts with a brief description of the element s behavior including what it does, how it reacts to various settings and audio groups, and other miscellaneous behavior. The information should help the developer decide whether to use these elements in an application or to rely on custom elements. Settings. Settings contain information that affects how the element behaves. Each setting is described in this document using the following attributes: o Type: The type of data accepted such as a boolean, integer, or enumeration. o Required: This defines whether the setting is required to have a value if the setting is active (available to be configured in CVP VoiceXML Studio). The definition of required in this case is that the setting must have an appropriate value for CVP VoiceXML Studio to validate the voice element configuration. In CVP VoiceXML Studio, all required settings are denoted by a red asterisk in front of the setting names. o Single setting value: This defines whether the setting can have multiple values. If set to true, then the setting may have only a single configuration value. Multiple value settings are created in CVP VoiceXML Studio by right clicking on the setting and choosing the add setting name option. o Substitution allowed: This setting attribute determines if the setting value can include substitution for dynamic configuration. In CVP VoiceXML Studio, any setting that allows substitution values will activate the substitution button located at the top right of the settings pane. o Default: The initial value of an element setting when a new element is dragged to the workspace. Element Data. Some elements capture data, and yield information that may be useful to other elements or for logging purposes. The variables created by each element are listed here. Exit States. Each element may have one or more exit states that indicate the dialog status when the element execution has completed. Exit states do not appear in an element configuration and cannot be changed. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 13
INTRODUCTION CISCO CVP VOICEXML 3.0 Audio Groups. Audio groups define the different places within an element where audio can be played. Each audio group may contain one or more audio items that can be played one after another. Bargein is specified on the audio group level, and therefore all audio items within the same audio group will share the same barge in value. Audio items may be pre-recorded audio files, textto-speech (TTS) phrases, and Say It Smart types (playback of formatted data such as dates, currency amounts, etc). Each audio group is described using the following attributes: o Required: This defines whether the audio group is required to have a configuration value, in order for CVP VoiceXML Studio to validate the voice element configuration. In CVP VoiceXML Studio, all required audio groups will show up in the Audio pane when a new element is dragged to the workspace, and they are not removable. Audio groups that are optional will be included in the Add Audio Groups list and can be configured after they are added to the Audio pane. o Max 1: This defines whether multiple audio groups can be configured. If set to Yes, the element may only have one such audio group configured, though the audio group may still contain more than one audio items. If set to No, multiple audio groups can be configured in CVP VoiceXML Studio by right clicking on Audio Groups (at top of the pane) and choosing the add audio group name option. In CVP VoiceXML Studio, any audio group that is limited to one configuration per element will not display a count in its name, and the Count drop-down box will be greyed out. Audio groups with multiple counts are used to define different audios to play each time a certain VoiceXML event occurs (often known as tapered prompts). Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 14
VOICE ELEMENT: AUDIO CISCO CVP VOICEXML 3.0 Audio The Audio voice element simply outputs a VoiceXML page with the contents of a single audio group. The Audio element is used for greetings, error messages and any other time audio is to be played in a situation not associated with an input state. Audio Groups Audio Playback Name (Label) Max 1 Req d initial_audio_group (Initial) Yes Yes The audio group containing the audio to play. Studio Element Folder: Top Level Class Name: com.audium.server.voiceelement.audio.maudio Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 15
ACTION ELEMENT: COUNTER CISCO CVP VOICEXML 3.0 Counter The Counter action element is used to keep track of a count stored as element data. The initial value of the count is defined as a configuration setting. In addition, the element may be configured to increment or decrement with a user defined step size. A typical use for the Counter element would be in a loop in the call flow that increments the count until a decision element decides that the loop must end. Revisiting a Counter element instance will automatically update the count. Settings initial (Initial Count) type (Type) step (Step Size) Element Data Name (Label) Type Req d Single setting value Substitution allowed Default int Yes true true 0 This setting specifies at which integer value this counter should start. string Yes true true increm This setting specifies whether the counter should enum ent be incremented or decremented. Possible values are: decrement increment. int Yes true true 1 This setting specifies by how much this counter should be incremented or decremented. Name Type count String The current count. Exit States done Name The counter was updated. Studio Element Folder: Calculation Class Name: com.audium.server.action.counter.counteraction Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 16
VOICE ELEMENT: CURRENCY CISCO CVP VOICEXML 3.0 Currency The Currency voice element captures from the caller a currency amount in dollars and cents. The currency amount can be entered using the keypad or speech input. The captured value will be stored in element data as a decimal value (without the $ character). There are several different formats for speaking a currency amount or entering it through the keypad. Voice browsers may use different grammars and therefore accept different utterances. However, the spoken formats listed below should result in the same behavior for all supported browsers. The tables below list each input and the value that is stored in the element variable as a result. If some data is left out, the system assumes a default value for the missing information. Utterance Stored Value Example Description [dollar] "dollar(s)" ("and") [cent] "cent(s)" D.CC "thirteen dollars and fifty cents " = 13.50 Dollars are whole numbers >= 0. Cents are from 00 to 99. The word "and" is optional. [dollar] "dollar(s) "[cent] D.CC "thirteen dollars five" = 13.05 Dollars are whole numbers >= 0. Cents are from 00 to 99. [dollar] "dollar(s)" D.00 three hundred fifty = 350.00 A plain whole number is interpreted as dollars with no cents. [cent] "cent(s)" 0.CC "three cents" = 0.03 To specify cents only, the word "cents" but be uttered. Cents are from 00 to 99. DTMF Entry Stored Value Example Description [D]*[CC] D.CC 3*99 = 3.99 The decimal is represented by the * button. There are other formats that are possible, particularly when entering via DTMF and inputting incomplete amounts. These inputs may yield differing results on various voice browsers. The returned variable will always be a decimal value with the appropriate number of padded zeros if applicable. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 17
VOICE ELEMENT: CURRENCY CISCO CVP VOICEXML 3.0 Settings Name (Label) Type Req d Single Substitution Default setting value allowed inputmode (Input Mode) string enum Yes true false both The type of entry allowed for input. Possible values are: voice dtmf both. noinput_timeout (Noinput Timeout) string Yes true true 5s The maximum time length allowed (in seconds) for silence or no keypress before a currency_max_noinput_count (Currency Max NoInput Count) currency_max_nomatch_count (Currency Max NoMatch Count) currency_confidence_level (Currency Confidence Level) noinput event is thrown. int 0 Yes true true 3 The maximum number of noinput events allowed during currency input capture. 0 = infinite noinputs allowed. int 0 Yes true true 3 The maximum number of nomatch events allowed during currency input capture. 0 = infinite nomatches allowed. decimal (0.0 to 1.0) Yes true true 0.40 The confidence level threshold to use during currency capture. Element Data Name Type value string The currency amount captured. This will always be a decimal number with the appropriate number of padded zeros (up to 2). value_confidence float This is the confidence value of the captured utterance. Exit States Name max_nomatch max_noinput done The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur. The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur. The currency capture was completed. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 18
VOICE ELEMENT: CURRENCY CISCO CVP VOICEXML 3.0 Audio Groups Currency Capture Name (Label) Req d Max 1 currency_initial_audio_group Yes Yes Played when the voice element first begins. (Currency Initial) currency_nomatch_audio_group (Currency NoMatch) No No Played when a nomatch event occurs. The nomatch event count corresponds to the audio group count. If not specified, the initial audio group will be played in the event currency_noinput_audio_group (Currency NoInput) currency_help_audio_group (Currency Help) End of a nomatch. No No Played when a noinput event occurs. The noinput event count corresponds to the audio group count. If not specified, the initial audio group will be played in the event of a noinput. No No Played when a help event is triggered. The help event count corresponds to the audio group count. By default, the help event can be triggered by the voice input help. Additionally, other voice and DTMF inputs can be used to trigger the help event by configuring a hotlink to throw a help event. If the audio group is not specified, a help event will trigger the nomatch audio group to play (or the initial audio group if nomatch audio group is not specified). Name (Label) Req d Max 1 done_audio_group (Done) No Yes Played when the currency capture is completed and the voice element exits with the done exit state. Studio Element Folder: Commerce Class Name: com.audium.server.voiceelement.currency.mbasiccurrency Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 19
VOICE ELEMENT: CURRENCY_WITH_CONFIRM CISCO CVP VOICEXML 3.0 Currency_With_Confirm The Currency_With_Confirm voice element captures from the caller a currency amount in dollars and cents, and presents a confirmation menu allowing the caller to either accept their entry or re-enter the currency value. The currency amount can be entered using the keypad or speech input. The captured value will be stored in element data as a decimal value (without the $ character). There are several different formats for speaking a currency amount or entering it through the keypad. Voice browsers may use different grammars and therefore accept different utterances. However, the spoken formats listed below should result in the same behavior for all supported browsers. The tables below list each input and the value that is stored in element data as a result. If some data is left out, the system assumes a default value for the missing information. Utterance Stored Value Example Description [dollar] "dollar(s)" ("and") [cent] "cent(s)" D.CC "thirteen dollars and fifty cents " = 13.50 Dollars are whole numbers >= 0. Cents are from 00 to 99. The word "and" is optional. [dollar] "dollar(s) "[cent] D.CC "thirteen dollars five" = 13.05 Dollars are whole numbers >= 0. Cents are from 00 to 99. [dollar] "dollar(s)" D.00 three hundred fifty = 350.00 A plain whole number is interpreted as dollars with no cents. [cent] "cent(s)" 0.CC "three cents" = 0.03 To specify cents only, the word "cents" but be uttered. Cents are from 00 to 99. DTMF Entry Stored Value Example Description [D]*[CC] D.CC 3*99 = 3.99 The decimal is represented by the * button. There are other formats that are possible, particularly when entering via DTMF and inputting incomplete amounts. These inputs may yield inconsistent results on various voice browsers. The returned variable will always be a decimal value with the appropriate number of padded zeros if applicable. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 20
VOICE ELEMENT: CURRENCY_WITH_CONFIRM CISCO CVP VOICEXML 3.0 Settings Single Name (Label) Type Req d setting value Substitution allowed Default inputmode (Input Mode) string enum Yes true false both The type of entry allowed for input. Possible values are: voice dtmf both. noinput_timeout (Noinput Timeout) string Yes true true 5s The maximum time length allowed (in seconds) for silence or no keypress before a currency_max_noinput_count (Currency Max NoInput Count) currency_max_nomatch_count (Currency Max NoMatch Count) confirm_max_noinput_count (Confirm Max NoInput Count) confirm_max_nomatch_count (Confirm Max NoMatch Count) max_disconfirmed_count (Max Disconfirmed Count) currency_confidence_level (Currency Confidence Level) confirm_confidence_level (Confirm Confidence Level) noinput event is thrown. int 0 Yes true true 3 The maximum number of noinput events allowed during currency input capture. 0 = infinite noinputs allowed. int 0 Yes true true 3 The maximum number of nomatch events allowed during currency input capture. 0 = infinite nomatches allowed. int 0 Yes true true 3 The maximum number of noinput events allowed during currency input confirmation. 0 = infinite noinputs allowed. int 0 Yes true true 3 The maximum number of nomatch events allowed during currency input confirmation. 0 = infinite nomatches allowed. int 0 Yes true true 3 The maximum number of times a caller is allowed to disconfirm a captured input. 0 = infinite disconfirmations allowed. decimal (0.0 to 1.0) Decimal (0.0 to 1.0) Yes true true 0.40 The confidence level threshold to use during currency capture. Yes true true 0.50 The confidence level threshold to use during confirmation. Element Data Name Type value string The currency amount captured. This will always be a decimal number with the appropriate number of padded zeros (up to 2). value_confidence float This is the confidence value of the captured currency utterance. confirm_confidence float This is the confidence value of the captured confirm utterance. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 21
VOICE ELEMENT: CURRENCY_WITH_CONFIRM CISCO CVP VOICEXML 3.0 Exit States Name max_nomatch The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur. max_noinput The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur. max_disconfirmed The maximum number of disconfirmation has occurred. If the max disconfirmed count is set to 0, this exit state will never occur. done The currency captured was confirmed. Audio Groups Currency Capture Name (Label) Req d Max 1 currency_initial_audio_group Yes Yes Played when the voice element first begins. (Currency Initial) currency_nomatch_audio_group (Currency NoMatch) No No Played when a nomatch event occurs during currency input capture. The nomatch event count corresponds to the audio group count. If not specified, the initial audio group will currency_noinput_audio_group (Currency NoInput) currency_help_audio_group (Currency Help) Currency Confirm be played in the event of a nomatch. No No Played when a noinput event occurs during currency input capture. The noinput event count corresponds to the audio group count. If not specified, the initial audio group will be played in the event of a noinput. No No Played when a help event is triggered during currency input capture. The help event count corresponds to the audio group count. By default, the help event can be triggered by the voice input help. Additionally, other voice and DTMF inputs can be used to trigger the help event by configuring a hotlink to throw a help event. If the audio group is not specified, a help event will trigger the nomatch audio group to play (or the initial audio group if nomatch audio group is not specified). Name (Label) Req d Max 1 confirm_initial_audio_group Yes Yes Played when confirmation first begins. (Confirm Initial) confirm_nomatch_audio_group (Confirm NoMatch) No No Played when a nomatch event occurs during confirmation. The nomatch event count corresponds to the audio group count. If not specified, the confirm initial audio group confirm_noinput_audio_group (Confirm NoInput) will be played in the event of a nomatch. No No Played when a noinput event occurs during confirmation. The noinput event count corresponds to the audio group count. If not specified, the confirm initial audio group will be played in the event of a noinput. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 22
VOICE ELEMENT: CURRENCY_WITH_CONFIRM CISCO CVP VOICEXML 3.0 confirm_help_audio_group (Confirm Help) disconfirmed_audio_group (Disconfirmed) No No Played when a help event is triggered during confirmation. The help event count corresponds to the audio group count. If not specified, a help event will trigger the confirm nomatch audio group to play (or the confirm initial audio group if confirm nomatch audio group is not specified). No No Played after the caller disconfirms a captured currency entry. Upon reaching the max_disconfirmed_count, the prompt should be about exiting with the max_disconfirmed exit state. End yes_audio_group (Yes) Name (Label) Req d Max 1 No Yes Played after the caller chooses the "yes" option. If not specified, no audio will be played when this option is chosen. Studio Element Folder: Commerce Class Name: com.audium.server.voiceelement.currency.mbasiccurrencywithconfirm Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 23
ACTION ELEMENT: DATABASE CISCO CVP VOICEXML 3.0 Database The database element provides the ability to execute an SQL command on external databases within a voice application call flow. The element requires JNDI to be configured in the Java application server to handle database connections. Only a single SQL statement can be executed per element. There are four types of commands that can be made: Single. This is used to run a SQL query that returns only a single row. Element data will be created with the variable names being the names of the columns returned and the value of that column as the element data value (as a string). If no row is returned, no element data will be set. Multiple. This is used to run a SQL query that returns multiple rows. A CVP-defined Java data structure, the Java class ResultSetList, stores the full result and is placed in session data. If no rows are returned, the ResultSetList object in session data will be empty. For detail about the ResultSetList data structure, refer to the Javadocs for this class. Inserts. This is used to run a SQL INSERT command that inserts information into the database. Updates. This is used to run a SQL UPDATE command that updates information in the database. The developer can utilize substitution to create dynamic queries. The Database element is ideal for performing simple queries and updates. It may not be sufficient for performing complex database interactions such as multiple dependent queries or stored procedure calls. One would use a custom configurable or generic action element for these tasks. Also note that in order to avoid performance issues creating database connections, implementing database pooling on the application server is highly recommended. Settings Single Name (Label) Type Req d setting value Substitution allowed Default type string Yes true true single The type of query: single, multiple, insert or (Type) enum update. jndiname string Yes true true None This JNDI name for the SQL datasource of the database. (JNDI Name) key (Session Data Key) string Yes true true None For queries of type multiple, the name of the session variable which the results of the query will be stored. query (SQL Query) string Yes true true None The SQL query to be executed. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 24
ACTION ELEMENT: DATABASE CISCO CVP VOICEXML 3.0 Element Data Element data is created only when the type setting is set to single. Element data given the names of the return columns are created containing the respective return values. For example, if a query returned the following information: foo bar 123 456 The following element data will be created: foo with the value 123 and bar with the value 456. Session Data Session data is created only when the type setting is set to multiple. In all other cases, no session data is created. Name Type [value of setting key ] ResultSetList The Java data structure that stores the returned values from a multiple type query. The name of the session data variable is specified by the developer in the key setting. Exit States done Name The database query successfully completed. Studio Element Folder: Integration Class Name: com.audium.server.action.database.databaseaction Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 25
VOICE ELEMENT: DATE CISCO CVP VOICEXML 3.0 Date The Date voice element captures a date input from the caller. The date can be entered using DTMF input (in the YYYYMMDD format). It can also be spoken in natural language including a month, day and year. The captured value will be stored in element data as a fixed-length date string in the YYYYMMDD format. If the year is not specified in the input, YYYY is stored as????. And if the month or the day is not specified, MM and DD will be stored as??. Settings Name (Label) Type Req d Single setting value inputmode string (Input Mode) enum Noinput_timeout (Noinput Timeout) collect_max_noinput_count (Date Max NoInput Count) Substitution allowed Default Yes true false both The type of entry allowed for input. Possible values are: voice dtmf both. string Yes true true 5s The maximum time length allowed (in seconds) for silence or no keypress before a noinput event is thrown. int 0 Yes true true 3 The maximum number of noinput events. 0 = infinite noinputs allowed. collect_max_nomatch_count (Date Max NoMatch Count) collect_confidence_level (Date Confidence Level) int 0 Yes true false 3 The maximum number of nomatch events allowed. 0 = infinite nomatches allowed. decimal Yes true true 0.40 The confidence level threshold to use during date (0.0 1.0) capture. Element Data Name Type value string The date stored in the YYYYMMDD format. value_confidence float This is the confidence value of the captured date utterance. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 26
VOICE ELEMENT: DATE CISCO CVP VOICEXML 3.0 Exit States Name max_nomatch max_noinput done The maximum number of nomatch events has occurred. If the max nomatch count is 0, this exit state will never occur. The maximum number of noinput events has occurred. If the max noinput count is 0, this exit state will never occur. The date capture was completed. Audio Groups Date Capture Name (Label) Req d Max 1 collect_initial_audio_group Yes Yes Played when the voice element first begins. (Date Initial) collect_nomatch_audio_group (Date NoMatch) No No Played when a nomatch event occurs. The nomatch event count corresponds to the audio group count. If not specified, the initial audio collect_noinput_audio_group (Date NoInput) collect_help_audio_group (Date Help) End group will be played in the event of a nomatch. No No Played when a noinput event occurs. The noinput event count corresponds to the audio group count. If not specified, the initial audio group will be played in the event of a noinput. No No Played when a help event is triggered. The help event count corresponds to the audio group count. By default, the help event can be triggered by the voice input help. Additionally, other voice and DTMF inputs can be used to trigger the help event by configuring a hotlink to throw a help event. If the audio group is not specified, a help event will trigger the nomatch audio group to play (or the initial audio group if nomatch audio group is not specified). done_audio_group (Done) Name (Label) Req d Max 1 No Yes Played after the date capture is completed. If not specified, no audio will be played. Studio Element Folder: Date & Time Class Name: com.audium.server.voiceelement.date.mbasicdate Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 27
VOICE ELEMENT: DATE_WITH_CONFIRM CISCO CVP VOICEXML 3.0 Date_With_Confirm The Date_With_Confirm voice element captures a date input from the caller, and presents a confirmation menu allowing the caller to either accept their entry or re-enter the date. The date can be entered using DTMF input (in the YYYYMMDD format). It can also be spoken in natural language including a month, day and year. The captured value will be stored in element data as a fixed-length date string in the YYYYMMDD format. If the year is not specified in the input, YYYY is stored as????. If the month or the day is not specified, MM and DD will be stored as??. Settings Name (Label) Type Req d Single setting value inputmode string (Input Mode) enum noinput_timeout (Noinput Timeout) collect_max_noinput_count (Date Max NoInput Count) collect_max_nomatch_count (Date Max NoMatch Count) confirm_max_noinput_count (Confirm Max NoInput Count) confirm_max_nomatch_count (Confirm Max NoMatch Count) max_disconfirmed_count (Max Disconfirmed Count) collect_confidence_level (Date Confidence Level) confirm_confidence_level (Confirm Confidence Level) Substitution allowed Default Yes true false both The type of entry allowed for input. Possible values are: voice dtmf both. string Yes true true 5s The maximum time length allowed (in seconds) for silence or no keypress before a noinput event is thrown. int 0 Yes true true 3 The maximum number of noinput events allowed during date input capture. 0 = infinite noinputs allowed. int 0 Yes true false 3 The maximum number of nomatch events allowed during date input capture. 0 = infinite nomatches allowed. int 0 Yes true true 3 The maximum number of noinput events allowed during date input confirmation. 0 = infinite noinputs allowed. int 0 Yes true false 3 The maximum number of nomatch events allowed during date input confirmation. 0 = infinite nomatches allowed. int 0 Yes true false 3 The maximum number of times a caller is allowed to disconfirm a captured input. 0 = infinite disconfirmations allowed. decimal (0.0 1.0) decimal (0.0 1.0) Yes true true 0.40 The confidence level threshold to use during date capture. Yes true true 0.50 The confidence level threshold to use during confirmation. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 28
VOICE ELEMENT: DATE_WITH_CONFIRM CISCO CVP VOICEXML 3.0 Element Data Name Type value string The date stored in the YYYYMMDD format. value_confidence float This is the confidence value of the captured date utterance. confirm_confidence float This is the confidence value of the captured confirm utterance. Exit States Name max_nomatch The maximum number of nomatch events has occurred. If the max nomatch count is 0, this exit state will never occur. max_noinput The maximum number of noinput events has occurred. If the max noinput count is 0, this exit state will never occur. max_disconfirmed The maximum number of disconfirmation occurred. If the max_disconfirmed_count is set to 0, this exit state will never occur. done The date captured was confirmed. Audio Groups Date Capture Name (Label) Req d Max 1 collect_initial_audio_group Yes Yes Played when the voice element first begins. (Date Initial) collect_nomatch_audio_group (Date NoMatch) No No Played when a nomatch event occurs during date input capture. The nomatch event count corresponds to the audio group count. If not specified, the initial audio group will be played in the event of a collect_noinput_audio_group (Date NoInput) collect_help_audio_group (Date Help) nomatch. No No Played when a noinput event occurs during date input capture. The noinput event count corresponds to the audio group count. If not specified, the initial audio group will be played in the event of a noinput. No No Played when a help event is triggered during date input capture. The help event count corresponds to the audio group count. By default, the help event can be triggered by the voice input help. Additionally, other voice and DTMF inputs can be used to trigger the help event by configuring a hotlink to throw a help event. If the audio group is not specified, a help event will trigger the nomatch audio group to play (or the initial audio group if nomatch audio group is not specified). Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 29
VOICE ELEMENT: DATE_WITH_CONFIRM CISCO CVP VOICEXML 3.0 Date Confirm Name (Label) Req d Max 1 confirm_initial_audio_group Yes Yes Played when the captured date is confirmed. (Confirm Initial) confirm_nomatch_audio_group (Confirm NoMatch) No No Played when a nomatch event occurs during confirmation. The nomatch event count corresponds to the audio group count. If not specified, the confirm initial audio confirm_noinput_audio_group (Confirm NoInput) confirm_help_audio_group (Confirm Help) disconfirmed_audio_group (Disconfirmed) End yes_audio_group (Yes) group will be played in the event of a nomatch. No No Played when a noinput event occurs during confirmation. The noinput event count corresponds to the audio group count. If not specified, the confirm initial audio group will be played in the event of a noinput. No No Played when a help event is triggered during confirmation. The help event count corresponds to the audio group count. By default, the help event can be triggered by the voice input help. Additionally, other voice and DTMF inputs can be used to trigger the help event by configuring a hotlink to throw a help event. If the audio group is not specified, a help event will trigger the confirm nomatch audio group to play (or the confirm initial audio group if confirm nomatch audio group is not specified). No No Played after the caller disconfirms a date entry. Name (Label) Req d Max 1 Studio Element Folder: Date & Time Class Name: com.audium.server.voiceelement.date.mbasicdatewithconfirm No Yes Played after the caller chooses the "yes" option. If not specified, no audio will be played when this option is chosen. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 30
VOICE ELEMENT: DIGITS CISCO CVP VOICEXML 3.0 Digits The Digits voice element captures a string of numerical digits. It may be used to collect small or large strings of digits. The digit string can be entered using the keypad or speech input. The captured value will be stored in element data as a string. The string cannot contain any non-numerical characters. Using speech input, the number is spoken one digit at a time (i.e. 49678 is spoken "four nine six seven eight"). DTMF input can be terminated by a # keypress if desired (if not used, the entry is considered terminated when the input timeout has been reached). With the Digits voice element, the application designer has the ability to set length restrictions on the digit string. A minimum and maximum length can be given to narrow the criteria. If a string of a specific length is required, the minimum and maximum lengths should be set to the same value. If fewer digits are entered, a nomatch event will be thrown. A string of digits with length greater than the maximum length cannot be entered. Settings Single Name (Label) Type Req d setting value Substitution allowed Default inputmode (Input Mode) string enum Yes true false both The type of entry allowed for input. Possible values are: voice dtmf both. noinput_timeout (Noinput Timeout) max_noinput_count (Digits Max NoInput Count) max_nomatch_count (Digits Max NoMatch Count) digits_confidence_level (Digits Confidence Level) min_digit (Min Digit) max_digit (Max Digit) string Yes true true 5s The maximum time length allowed (in seconds) for silence or no keypress before a noinput event is thrown. int 0 Yes true true 3 The maximum number of noinput events allowed during digits input capture. 0 = infinite noinputs allowed. int 0 Yes true true 3 The maximum number of nomatch events allowed during digits input capture. 0 = infinite nomatches allowed. decimal Yes true true 0.40 The confidence level threshold to use during (0.0 to 1.0) digits capture. int > 0 Yes true true None Minimum number of digits allowed. int > 0 Yes true true None Maximum number of digits allowed. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 31
VOICE ELEMENT: DIGITS CISCO CVP VOICEXML 3.0 Element Data Name Type value string The digit string value captured. value_confidence float This is the confidence value of the captured utterance. Exit States Name max_nomatch max_noinput done The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur. The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur. The digit string capture was completed. Audio Groups Digits Capture Name (Label) Req d Max 1 digits_initial_audio_group Yes Yes Played when the voice element first begins. (Digits Initial) digits_nomatch_audio_group (Digits NoMatch) No No Played when a nomatch event occurs. The nomatch event count corresponds to the audio group count. If not specified, the initial audio group will be played in the event of digits_noinput_audio_group (Digits NoInput) digits_help_audio_group (Digits Help) End done_audio_group (Done) a nomatch. No No Played when a noinput event occurs. The noinput event count corresponds to the audio group count. If not specified, the initial audio group will be played in the event of a noinput. No No Played when a help event is triggered. The help event count corresponds to the audio group count. By default, the help event can be triggered by the voice input help. Additionally, other voice and DTMF inputs can be used to trigger the help event by configuring a hotlink to throw a help event. If the audio group is not specified, a help event will trigger the nomatch audio group to play (or the initial audio group if nomatch audio group is not specified). Name (Label) Req d Max 1 No Yes Played when the digits capture is completed and the voice element exits with the done exit state. Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 32
VOICE ELEMENT: DIGITS CISCO CVP VOICEXML 3.0 Studio Element Folder: Number Capture Class Name: com.audium.server.voiceelement.digit.mbasicdigit Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 33
VOICE ELEMENT: DIGITS_WITH_CONFIRM CISCO CVP VOICEXML 3.0 Digits_With_Confirm The Digits_With_Confirm voice element captures a string of numerical digits, and presents a confirmation menu allowing the caller to either accept their entry or re-enter the digits. It may be used to collect small or large strings of digits. The digit string can be entered using the keypad or speech input. The captured value will be stored in element data as a string. The string cannot contain nonnumerical characters. Using speech input, the number is spoken one digit at a time (i.e. 49678 is spoken "four nine six seven eight"). DTMF input can be terminated by a # keypress if desired (otherwise, the entry is considered terminated when the input timeout is reached). With the Digits_With_Configm voice element, the application designer has the ability to set length restrictions on the digit string. A minimum and maximum length can be given to narrow the criteria. If a string of a specific length is required, the minimum and maximum lengths should be set to the same value. If fewer digits are entered, a nomatch event will be thrown. A string of digits with length greater than the maximum length cannot be entered. Settings inputmode (Input Mode) noinput_timeout (Noinput Timeout) Name (Label) Type Req d string enum digits_max_noinput_count (Digits Max NoInput Count) digits_max_nomatch_count (Digits Max NoMatch Count) confirm_max_noinput_count (Confirm Max NoIput Count) confirm_max_nomatch_count (Confirm Max NoMatch Count) Single setting value Substitution allowed Default Yes true false both The type of entry allowed for input (during digits capture and confirmation). Possible values are: voice dtmf both. string Yes true true 5s The maximum time length allowed (in seconds) for silence or no keypress before a noinput event is thrown. int 0 Yes true true 3 The maximum number of noinput events allowed during digits input capture. 0 = infinite noinputs allowed. int 0 Yes true true 3 The maximum number of nomatch events allowed during digits input capture. 0 = infinite nomatches allowed. int 0 Yes true true 3 The maximum number of noinput events allowed during digits input confirmation. 0 = infinite noinputs allowed. int 0 Yes true true 3 The maximum number of nomatch events allowed during digits input confirmation. 0 = infinite Copyright 2001-2005 Audium Corporation. All Rights Reserved. 1/14/05 34