Element Specifications for Cisco Unified CVP VXML Server and …€¦ · SetUpEmailElement 113 CHAPTER 32 Form 115 Settings 115 ElementData 121 ExitStates 122 AudioGroups 123 FormDataCapture

Element Specifications for Cisco Unified CVP VXML Server and CallStudio, Release 12.5(1)First Published: 2020-01-31

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Preface

• Change History, on page iii• Communications, Services, and Additional Information, on page iv• Documentation Feedback, on page iv

Change HistoryThis table lists changes made to this guide. Most recent changes appear at the top.

DateSeeChange

May 2020WxM PCS ElementAdded WxM PCS Elementchapter

January 2020Initial Release of Document for Release 12.5(1)

Generic Custom VoiceXML PropertiesAdded Generic CustomVoiceXML Properties chapter

DialogflowIntent ElementAdded DialogflowIntent Elementchapter

DialogflowParam ElementAddedDialogflowParamElementchapter

Dialogflow ElementUpdated Settings, Exit states andEvents

Transcribe ElementUpdated Settings, Exit states andEvents

Dialogflow ElementAdded Dialogflow Elementchapter

Transcribe ElementAdded Transcribe Elementchapter

Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)iii

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Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)iv

PrefaceCommunications, Services, and Additional Information

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mailto:[email protected]

C O N T E N T S

Preface iiiP R E F A C E

Change History iii

Communications, Services, and Additional Information iv

Documentation Feedback iv

Element Specifications 1C H A P T E R 1

Introduction 1

Generic Custom VoiceXML Properties 5C H A P T E R 2

Custom VoiceXML Properties 5

Subflow Start 9C H A P T E R 3

Events 9

Exit 9

Subflow Return 11C H A P T E R 4

Subflow Return 11

Subflow Call 13C H A P T E R 5

Events 13

Exit 14

Application_Modifier 15C H A P T E R 6

Settings 15

Exit States 16

Folder and Class Information 16

Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)v

Events 16

Audio 17C H A P T E R 7

Audio Groups 17

Audio Playback 17



Events 18

Counter 19C H A P T E R 8

Settings 19

Element Data 20

Exit States 20


Events 20

Callback_Add 21C H A P T E R 9

Settings 21

Element Data 22

Exit States 22


Events 23

Callback_Disconnect_Caller 25C H A P T E R 1 0

Settings 25

Element Data 25

Exit States 26


Events 26

Callback_Enter_Queue 27C H A P T E R 1 1

Settings 27

Element Data 27

Exit States 27

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Contents


Events 28

Callback_Get_Status 29C H A P T E R 1 2

Settings 29

Element Data 29

Exit States 30


Events 30

Callback_Reconnect 31C H A P T E R 1 3

Settings 31

Element Data 31

Exit States 32


Events 32

Callback_Set_Queue_Defaults 33C H A P T E R 1 4

Settings 33

Element Data 35

Exit States 35


Events 36

Callback_Update_Status 37C H A P T E R 1 5

Settings 37

Element Data 38

Exit States 38


Events 38

Callback_Validate 39C H A P T E R 1 6

Settings 39

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Contents

Element Data 39

Exit States 39


Events 40

Callback_Wait 41C H A P T E R 1 7

Settings 41

Exit States 41


Events 42

Currency 43C H A P T E R 1 8

Settings 44

Element Data 45

Exit States 46

Audio Groups 46

Currency Capture 46

End 46


Events 47

Currency_with_Confirm 49C H A P T E R 1 9

Settings 50

Element Data 51

Exit States 52

Audio Groups 52

Currency Capture 52

Currency Confirm 53

End 53


Events 54

CVP Subdialog Return 55C H A P T E R 2 0

Settings 55

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Contents

Exit States 56


CVP Subdialog Start 57C H A P T E R 2 1

Settings 57

Exit States 58


Database 59C H A P T E R 2 2

Settings 60

Element Data 60

Session Data 61

Exit States 61


Events 61

Create JNDI Database Connection in Tomcat for Use in VXML Applications 62

Summary 62

Steps 62

Date 65C H A P T E R 2 3

Settings 65

Element Data 66

Exit States 67

Audio Groups 67

Date Capture 67

End 68


Events 68

Date_with_Confirm 69C H A P T E R 2 4

Settings 69

Element Data 70

Exit States 71

Audio Groups 72

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Contents

Date Capture 72

Date Confirm 72

End 73


Events 73

Dialogflow Element 75C H A P T E R 2 5

Settings 75


Element Data 77

Exit States 78

Audio Group 78

Form Data Capture 78

End 78


Events 79

DialogflowIntent Element 81C H A P T E R 2 6

Settings 81


Element Data 85

Exit States 86

Audio Group 86


End 86

DialogflowParam Element 89C H A P T E R 2 7

Settings 89


Element Data 93

Exit States 93

Audio Group 94


End 94

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Contents


Events 95

Digits 97C H A P T E R 2 8

Settings 97

Element Data 99

Exit States 100

Audio Groups 100

Digits Capture 100

End 101


Events 101

Digits_with_Confirm 103C H A P T E R 2 9

Settings 103

Element Data 105

Exit States 106

Audio Groups 107

Digits Capture 107

Digits Confirm 107

End 108


Events 108

Alert 109C H A P T E R 3 0

Settings 109

Events 109

Exit States 110

Email 111C H A P T E R 3 1

Settings 111

Exit States 112


Events 113

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Set Up Email Element 113

Form 115C H A P T E R 3 2

Settings 115

Element Data 121

Exit States 122

Audio Groups 123


End 123


Events 124

Form_with_Confirm 125C H A P T E R 3 3

Settings 125

Element Data 132

Exit States 134

Audio Groups 134


Form Data Confirm 134

End 135


Events 135

FTP_Client 137C H A P T E R 3 4

Settings 137

Element Data 139

Exit States 140

Other 140

Events 140

Math 141C H A P T E R 3 5

Examples 141

Settings 141

Operators and Functions 142

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Contents

Element Data 143

Session Data 143

Exit States 143


Events 143

Local Variables 145C H A P T E R 3 6

Set Value Element 145

Change Implementation Order of Local Variables 145

Menu Support for 2_Option_Menu Through 10_Option_Menu 147C H A P T E R 3 7

Settings 147

Element Data 150

Exit States 150

Audio Groups 151

Menu Option Capture 151

End 151


Number 153C H A P T E R 3 8

Settings 153

Element Data 155

Exit States 156

Audio Groups 156

Number Capture 156

End 157


Events 157

Number_with_Confirm 159C H A P T E R 3 9

Events 159

Settings 159

Element Data 161

Exit States 162

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Contents

Audio Groups 163

Number Capture 163

Number Confirm 163

End 164


Phone 165C H A P T E R 4 0

Settings 165

Element Data 166

Exit States 167

Audio Groups 167

Phone Capture 167

End 168


Events 168

Phone_With_Confirm 169C H A P T E R 4 1

Settings 169

Element Data 171

Exit States 171

Audio Groups 172

Phone Capture 172

Phone Confirm 172

End 173


Events 173

POD_Add 175C H A P T E R 4 2

Settings 175

Element Data 176

Session Data 176

Exit States 177

Events 177

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Contents

POD_Read 179C H A P T E R 4 3

Settings 179

Element Data 180

Exit States 180

Events 180

POD_Update 183C H A P T E R 4 4

Settings 183

Element Data 184

Exit States 184

Events 184

Record 187C H A P T E R 4 5

Settings 187

Element Data 191

Exit States 191

Audio Groups 192

Record Capture 192


Events 192

Record_With_Confirm 193C H A P T E R 4 6

Settings 193

Element Data 197

Exit States 197

Audio Groups 198

Record Capture 198

Record Confirm 198


Events 199

Rest_Client Element 201C H A P T E R 4 7

Rest_Client 201

Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)xv

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Settings 201

Element Data 206

Exit States 206

Events 207

ReqICMLabel 209C H A P T E R 4 8

Settings 209

Element Data 210

Session Data 211

Exit States 211


Events 211

Subdialog Invoke 213C H A P T E R 4 9

Settings 213

Exit States 214


Events 214

Subdialog Return 215C H A P T E R 5 0

Settings 215

Exit States 215


Subdialog Start 217C H A P T E R 5 1

Settings 217

Exit States 218


Time 219C H A P T E R 5 2

Settings 219

Element Data 220

Exit States 221

Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)xvi

Contents

Audio Groups 221

Time Capture 221

End 222


Events 222

Time_With_Confirm 223C H A P T E R 5 3

Settings 223

Element Data 225

Exit States 226

Audio Groups 226

Time Capture 226

Time Confirm 226

End 227


Events 227

Transcribe Element 229C H A P T E R 5 4

Settings 229


Element Data 231

Exit States 232

Audio Group 232


End 232


Events 233

Transfer 235C H A P T E R 5 5

Settings 235

Element Data 237

Exit States 237

Audio Groups 237

Transfer Audio 237

Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)xvii

Contents

End 238


Events 238

VideoConnect 239C H A P T E R 5 6

Settings 239

Element Data 240

Exit States 240

Events 240

Others 240

Web Service Elements 241C H A P T E R 5 7

Exit States 242

Element Data 242

Settings 243

Configuring Request Parameters 248

Configuring Response Parameters 249

WxM PCS Element 251C H A P T E R 5 8

Settings 251

Element Data 252

Exit States 252

Audio Group 252


Custom Prefills 253


Events 253

Yes_No_Menu 255C H A P T E R 5 9

Settings 255

Element Data 256

Exit States 256

Audio Groups 257

Yes / No Capture 257

Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)xviii

Contents

End 257


Events 257

Throw 259C H A P T E R 6 0

General 259

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Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)xx

Contents

C H A P T E R 1Element Specifications

• Introduction, on page 1

IntroductionEvery element included with Call Studio and VXML Server must be configured before it can be used. Thisreference file contains a detailed specification for each of the core Cisco Unified Customer Voice Portal(Unified CVP) elements, listing all the options available in the configuration. The specifications must befollowed, 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 topics:

• Overview – Each specification starts with a brief description of the element’s behavior including whatit does, how it reacts to various settings and audio groups, and other miscellaneous behavior. Thisinformation should help the developer decide whether to use these elements in an application or to relyon custom elements.

• Settings – Settings contain information that affects how the element behaves. Each setting has thefollowing attributes:

• Type – The type of data accepted such as a boolean, integer, or enumeration.

• Required – This defines whether the setting is required to have a value if the setting is active(available to be configured in Builder for Studio).

The definition of required in this case is that the setting must have an appropriatevalue for Builder for Studio to validate the voice element configuration.

Note

• Single setting value – This defines whether the setting can have multiple values. If set to true, thenthe settingmay have only a single configuration value.Multiple value settings are created in Builderfor Studio by right clicking on the setting and choosing the add setting name option.

• Substitution allowed – This setting attribute determines if the setting value can include substitution.

• Default – The initial value of an element setting when a new element is dragged to the workspace.

Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)1

• Events – Event and exceptions occurring in a Cisco Unified Call Studio application can be handled byevent handlers defined in the applications. When event handlers are configured for elements, thecorresponding exit states are created. Following events types are supported:

• Custom Exception- User defined application specific exception.• Java Exception - Java Exception occurring on a VXML server when executing applications.• VXML Event - VXML events thrown by the Voice XML browser.• Hotlink - Local Hotlinks defined for voice elements.

Event handlers can be configured with the following attributes:

• Name - The Event Handler name can be changed according to the requirement and the Event Handlername will be added as an exit state.

• Event Type - You can select the event handler type depending on the element, the applicable eventtypes are listed in the drop-down list.

• Event List - You can select from a pre-defined list of VXML and Java exceptions using thedrop-down list. In addition, you can also enter a comma separated list of VXML events, Javaexceptions, or user defined custom exceptions based on the Event Type selected.

Example 1, for VXML event you can enter error.badfetch to catch a VXML event namederror.badfetch

Example 2, for Java Exception event you can enter "java.io.FileNotFoundException" to catch a Javaexception named java.io.FileNotFoundException

Example 3, for Custom Exception event you can enter "com.cisco.CustomException" to catch auser defined exception named com.cisco.CustomException

You can enter *.* to handle all the events and exceptions. * is allowed only atthe end of the event name followed by "."(dot).

Note

• DTMF - A digit which activates the hotlink. This attribute is applicable to Hotlink event handlers.

• Speech - A spoken keyword or keywords which activate the hotlink. This attribute is applicable toHotlink event handlers.

• Throw Hotevent - The Voice XML event to be thrown when Hotlink is activated. When choosingthe option to throw an event, the full name of the VoiceXML event must be entered in the providedtext box.

• Element Data – Some elements capture data or 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 theelement execution has completed. These are pre-defined Exit states that do not appear in an elementconfiguration and cannot be changed. However, when an Event handler is associated to the elements,the corresponding Exit state (<event handler type>-<event handler name> is added along with thepre-defined state.

• Audio Groups – Voice elements define audio groups that define the different places within the elementthat audio can be played. Application designers configure the contents of audio groups as a list of audioitems that are played one after the other. Audio items may be pre-recorded audio files, text-to-speech


Element SpecificationsIntroduction

(TTS) phrases, and Say It Smart types (playback of formatted data such as dates, currency amounts, andso on). Each audio group can be required or optional and can also define multiple counts. Audio groupswith multiple counts are used to define different audio to play each time a certain VoiceXML eventoccurs (often known as tapered prompts).

You can create your custom elements or use additional Java classes in the Cisco Call Studio. If you needsupport in developing or troubleshooting it, you must have a developer support services contract or work witha Cisco partner/Cisco Advanced Services who has a developer support services contract.

Note





C H A P T E R 2Generic Custom VoiceXML Properties

• Custom VoiceXML Properties, on page 5

Custom VoiceXML PropertiesThe following table lists the generic custom VoiceXML properties.


DescriptionTypeProperty

Allows the document to specify an external media serverfor text-to-speech operations. The media server isspecified in the form of a URI, and is used in allconsecutive ASR operations until the next media serveris specified.

It can be defined for:

• An entire application or document at the <vxml>level,

• A specific dialog at the form or menu level, or

• A specific form item.

The media server’s URI can be formatted for MediaResource Control Protocol version 1 (MRCPv1) whichuses Real Time Streaming Protocol (RTSP). Forexample:

<property name=“com.cisco.tts-server”

value=“rtsp://tts-server/synthesizer”/>

The media server’s URI can be formatted for MediaResource Control Protocol version 2 (MRCPv2) whichuses Session Initiation Protocol (SIP). For example:

<property name=“com.cisco.tts-server”

value=“sip:[email protected]"/>

There are two ways to specify an external media serverfor TTS and ASR operations:

• Servers configured through administrator page orREST APIs—Media server sessions are createdfor each call to IVR applications, regardless ofwhether an application needs to talk to the mediaserver.

• com.cisco.tt-server and com.cisco.asr-server<property> extensions—Media server sessions arecreated for each call to that application. If only asmall number of applications require TTS/ASRmedia sessions, you should use the <property>extensions within those applications to define theexternal media server URL in the VoiceXMLscript.

Stringcom.cisco.tts-server


Generic Custom VoiceXML PropertiesCustom VoiceXML Properties


Allows a document to specify an external media serverfor automatic speech recognition operations. The mediaserver is specified in the form of a URI, and is used inall consecutive ASR operations. By default, the mediaserver is selected in round-robin approach. If you specifya particular media server, then only that specified serveris used by overriding the default behavior.

The media server’s URI can be formatted for MediaResource Control Protocol version 1 (MRCPv1) whichuses RTSP. For example:

<property name=“com.cisco.asr-server”

value=“rtsp://asr-server/recognizer” />

The media server’s URI can be formatted for MediaResource Control Protocol version 2 (MRCPv2) whichuses Session Initiation Protocol (SIP). For example:

<property name=“com.cisco.asr-server”

value=“sip:[email protected]"/>

Stringcom.cisco.asr-server

Allows a document to specify the session xml filelocation which is used in the SPEAK/RECOGNIZE ofMRCPv2 messages.

<property name=“com.cisco.sessionxml.location”

value=“/CVP/audio/samplesessionXML.xml” />

This file is a valid optional XML file which containsinformation required by third-party speech servers.Cisco VVB creates the MIME body using the contentof this file and sends it to third-party servers inMRCPv2dialog-creating request.

For more information on content of this file,refer to third-party documentation.

Note

Stringcom.cisco.sessionxml.location

Allows the user to enable or disable the secure loggingfunctionality to protect sensitive information printed inthe logs. This is applicable for user-input-based VXMLelements.

The value can be true or false to enable or disable theuser input logging. For example:

<property name="com.cisco.secureLogging"

value="true" />

As the property is applicable at field level, the usershould be able to enable or disable secure logging ineach field in a single VXML application.

Booleancom.cisco.secureLogging




Whether to cache the prompt for current voice element.

VVB caches the synthesized prompts for fasterperformance. Set the value of this parameter to false

to disable the caching for dynamic prompts.

BooleanSynthesize.cache

Set the gender type for Synthesize operation.StringSynthesize.voiceGender



C H A P T E R 3Subflow Start

Subflow Start element is the first element for a subflow. This element is not created from the element viewhowever, it is created automatically when a new subflow is created. Subflow Start element cannot be deletedit can just be renamed. You can have only one Subflow Start element in a subflow. Subflow Start elementprovides the definition of a subflow using its configuration. This element defines the parameters subflowcan receive during the subflow execution. Subflow Start Element uses a data model to save its configurationwhich is implemented in SubflowStartConfig class. The Subflow Argument Data available at the ElementConfiguration view. Subflows accepts inputs from the calling flows as arguments. Subflow Call elementallows to send multiple arguments of different types to a subflow. The set of arguments in Subflow Startshould match with the set of arguments in Subflow Call.

• Events, on page 9• Exit, on page 9

EventsNotesName (Label)

You can select Java Exception, VXML Event, or Custom Exception eventhandler type for this element from the drop-down list.

Event Type

ExitNotesName

The default exit state. The events that are entered for this element as added asthe exit state in the call flow.

next



Subflow StartExit

C H A P T E R 4Subflow Return

• Subflow Return, on page 11

Subflow ReturnThe Subflow Return element is the exit point for the subflow execution. The Subflow Return elementexecution returns the call flow control back to the Call Subflow element. Subflow Return element has no exitstate as it is the last element in a subflow execution. The Subflow Return element is used to returned dataconfigured to a calling application. Subflow Return Element uses a data model to save its configuration whichis implemented in the SubflowReturnConfig class. The Element configuration view displays the configurationof Subflow Return element implemented in SubflowReturnDataPage class which extends BaseConfigPageclass. The Subflow Return Data is available in the Element Configuration view. Subflow Call element allowsto accept multiple return values of different types from a subflow.



Subflow ReturnSubflow Return

C H A P T E R 5Subflow Call

The Subflow call element is used to call the subflows from any call flows inside the application. TheSubflow Call element is available in elements view. The Subflow Call element can be deleted, renamed, orcan be used multiple times. The Call Subflow Element has the following three configurable tabs:

• General - This tab provides the means to associate a subflow call with Call Subflow element. It providesa drop down list of all the available subflows in a project. Only one of the subflow can be selected fromthe list.

• Data - This tab provides the information about subflow argument data and return data.

• SubflowArgument Data - Subflows accepts inputs from the calling flows as arguments. SubflowCall element allows to send multiple arguments of different types to a subflow.

• Subflow Return Data - Subflows returns data as processed output. Subflow Call element allowsto accept multiple return values of different types from a subflow.

Sub flow call parameters (Argument Data and Return Data) are auto populated from the sub flowstart and return elements respectively. If changes are done to sub flow start or return after the callelement is created and assigned to the sub flow, call element needs to be reloaded. This can bedone by clicking out and clicking back on the sub flow call element.

Note

Cisco Unified Call Studio allows you to modify both the Subflow Argument Data and Subflow Return Datavariable value directly from the Variables View while debugging a call flow. You can modify the data valuedirectly from the value pane or right-click on the data variable and selectChange Value to modify the value.

• Events, on page 13• Exit, on page 14


You can select Java Exception, VXML Event, or Custom Exception eventhandler type for this element from the drop-down list.

Event Type


ExitNotesName

The default exit state. The events that are entered for this element as added asthe exit state in the call flow.

next


Subflow CallExit

C H A P T E R 6Application_Modifier

The Application_Modifier action element is used to modify context variables and remove session datavalues at runtime in a voice application. It allows for a developer to change the application’s environmentanywhere in the callflow. A typical use for the Application_Modifier element would be for multi-languagesupport because it can be used to change the application level xml:lang and encoding values. Visiting anApplication_Modifier element instance will update the application for the current session only.

• Settings, on page 15• Exit States, on page 16• Folder and Class Information, on page 16• Events, on page 16

SettingsNotesDefaultSubstitution

AllowedSingleSettingValue

Req'dTypeName (Label)

This setting specifies the e-mailaddress of the voice application

NonetruetrueNostringmaintainer

(Maintainer) administrator. This value is set in aVoiceXML <meta> tag.

This setting specifies the languageidentifier to specify in each

NonetruetrueNostringlanguage

(Language) VoiceXML document's xml:langattribute. This value is set in the<vxml> tag.

This setting specifies the encodingto use when creating VoiceXML

NonetruetrueNostringencoding

(Encoding) documents. This value is set in the<xml> tag.

This setting specifies a partial URIto a path containing the audio contentfor this voice application.

NonetruetrueNostringdefault_audio_path

(Default Audio Path)


This setting specifies the names ofsession data values to remove fromthis voice application.

NonetruefalseNostringremove_session_data

(Session Data toRemove)

This can take voice names providedbyGoogle. For more information see

NonetruetrueNoStringVoice Name

https://cloud.google.com/text-to-speech/docs/voices

Exit StatesNotesName

The application’s context variables were modified and session data values wereremoved.

done

Folder and Class InformationClass NameStudio Element Folder Name

com.audium.server.action.context.ApplicationModifierContext


You can select Java Exception as event handler type.Event Type

The output of the Customer_Lookup element can be in JSON format . To know more about parsing the JSONData refer to "Parsing JOSN Data" section in User Guide for Cisco Unified CVP VXML Server and CiscoUnified Call Studio.


Application_ModifierExit States



C H A P T E R 7Audio

The Audio voice element simply outputs a VoiceXML page with the contents of a single audio group. TheAudio element is used for greetings, error messages and any other time audio is to be played in a situationnot associated with an input state.

• Audio Groups, on page 17• Custom VoiceXML Properties, on page 17• Folder and Class Information, on page 18• Events, on page 18

Audio Groups

Audio PlaybackNotesReq'dMax1Name (Label)

The audio group containing theaudio to play.

YesYesinitial_audio_group (Initial)

Custom VoiceXML PropertiesNotesTypeName (Label)

Indicates whether media streaming isenabled. Set the value of this parameterto true to enable media streaming.

Booleanhttp.streaming


NotesTypeName (Label)

• Streaming is supportedonly for static URLsusing u-law and A-lawaudio codec.

• Streaming supports amaximum of 150simultaneous callers fora single conference or amaximum of fivesimultaneous conferenceseach having a maximumof 30 simultaneouscallers.

• Each caller can hear livestreaming for amaximumduration of 30 minutes.

• DTMF recognition andbuffering are notsupported for streamingprompts.

• Caller can barge-in thelive stream using DTMFif barge-in is enabled.

Note

Folder and Class InformationClass NameStudio Element Folder

Name

com.audium.server.voiceElement.audio.MAudioTop Level


You can select either VXML Event or Java Exception as event handlertype from the drop-down list.

Event Handler


AudioFolder and Class Information

C H A P T E R 8Counter

The Counter action element is used to keep track of a count stored as element data. The initial value of thecount is defined as a configuration setting. In addition, the element may be configured to increment ordecrement with a user defined step size. A typical use for the Counter element would be in a loop in the callflow that increments the count until a decision element decides that the loop must end. Revisiting a Counterelement instance will automatically update the count.

• Settings, on page 19• Element Data, on page 20• Exit States, on page 20• Folder and Class Information, on page 20• Events, on page 20




This setting specifies at whichinteger value this counter shouldstart.

NonetruetrueYesintinitial

(Initial Count)

This setting specifies whether thecounter should be incremented or

NonetruetrueYesstringenum

type

(Type) decremented. Possible values are:decrement | increment.

This setting specifies by how muchthis counter should be incrementedor decremented.

1truetrueYesintstep

(Step Size)


Element DataNotesTypeName

The current countstringcount


The counter was updated.done


com.audium.server.action.counter.CounterActionCalculation





CounterElement Data

C H A P T E R 9Callback_Add

The Callback_Add element is used to add a callback object to the database after all the callback informationhas been collected from the caller. In addition, it can be optionally configured to automatically delete oldrecorded files at specified intervals. These recorded files are the files produced by the Record element whenthe user records his/her name if they want a call back in the CallbackEntry application.





The phone number the callers specifies to callback.

NonetruetrueYesstringCallbackNumber

The URL to the recorded file for playbackwhen the caller is called back.

NonetruetrueYesstringRecordedName File

Path to the recorded file. If specified, filesstarting with audio in this folder are deleted

NonetruetrueNostringRecordedName Path

automatically based on the file retention timeand interval specified in Recorded File

Retention and Recorded File Deletion

Interval settings.

All files created by the Recordelement start with audio.

Note

If this setting is left blank, recorded files arenot deleted automatically.


The value of this settingmay be either the pathto a folder or a path to a file. If a path to a fileis specified, then the folder in which the fileresides is the folder to be managed. The pathto the folder must be accessible to theVXMLServer.

Number of minutes to retain recorded filesbefore they are eligible for automatic deletion.

240truetrueNoIntRecorded FileRetention

This setting only takes effect if Recordedname Path is specified.

Number of interval minutes for checkingwhenrecorded files can be deleted. This setting only

30truetrueNoIntRecorded FileDeletionInterval takes effect if Recorded name Path is

specified


Result of request to add callback object to the database. Valid string values arevalid, no_validation and invalid_time.

stringResult

• valid – signifies that the request was successful.

• no_validation – occurs when a callback object cannot be created becauseCallback_Validate element was not executed in the script.

• invalid_time – means that the time selected for the scheduled callback isinvalid.


The element execution is complete and the value was successfully retrieved.done

The element failed to retrieve the value.error


com.cisco.cvp.vxml.custelem.callback.AddCallbackCisco > Callback


Callback_AddElement Data





Callback_AddEvents


Callback_AddEvents

C H A P T E R 10Callback_Disconnect_Caller

The Callback_Disconnect_Caller element is responsible for disconnecting the caller’s leg of the call. TheIP leg of the call for Unified CVP is preserved to hold the caller’s place in line until the callback is madeback to the caller.




Req'dTypeName(Label)

The probe type can be oneof: Disconnect Caller |

DisconnectCaller

NoYesYesstringenum

Probe Type

Intercept Caller Hangup

| No Intercept Caller

Hangup


The call outcome from the attempt to disconnect the caller’sleg.

stringResult






com.cisco.cvp.vxml.custelem.callback.DisconnectCallerCisco > Callback


You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.

Event Type


Callback_Disconnect_CallerExit States

C H A P T E R 11Callback_Enter_Queue

The Callback_Enter_Queue element is responsible for adding a new caller to queue. This element must beexecuted for all callers even if the caller may not be offered a callback.


SettingsNone.


The calculated estimated wait time for caller in queue.intewt






com.cisco.cvp.vxml.custelem.callback.EnterQueueCisco > Callback





Callback_Enter_QueueFolder and Class Information

C H A P T E R 12Callback_Get_Status

The Callback_Get_Status element is responsible for retrieving all information about the callback relatedto the current call (if a callback exists).


SettingsNone.


Specifies whether the application should call the caller, given currentcaller position in queue and rate of de-queue.

booleanstartCallback

Current estimated remaining wait time in seconds for this caller beforethe callback should be initiated.

intewt

Current position in queue.intqpos

Recording URL that was stored in the callback table. This only needs tobe returned if startCallback is true.

stringrec

Average number of seconds that it takes for each caller in this queue toleave the queue. This includes both callers leaving queue by going toagents and callers in queue abandoning.

intDORateA

Average number of seconds that it takes for the #1 caller in this queue toleave the queue.

intDORateB


Average number of seconds that it takes to get the caller back after startingthe callback. The rate is the same for all queues. This includes dial time,

intRORate

ring time, and IVR time spent asking the caller if they are ready to takethe callback.

The Calling Line ID to be used for this callbackstringcli

Ring No Answer timeout for this callintrna

Destination number for this outbound callstringdn





com.cisco.cvp.vxml.custelem.callback.GetStatusCisco > Callback





Callback_Get_StatusExit States

C H A P T E R 13Callback_Reconnect

The Callback_Reconnect element is responsible for reconnecting the caller’s leg of the call.





Destination for the outboundcall.

NonetruetrueYesstringDialed Number

The calling line ID to be usedfor the callback.

NonetruetrueYesstringCalling Line ID

Ring No Answer timeout inseconds, The default is 30,

30truetrueYesstringRing No AnswerTimeout

minimum is 0 and maximum is300 seconds.

The user-to-user information(UUI) to include in thecallback.

NonetruetrueNostringUser-to-UserInformation



Contains the reconnect exit state.stringresult


The callback was attempted and not answered.noanswer

The callback was attempted and the calling line was busy.busy

The callback number was not a valid number.invalid_number

The callback was attempted and connected.connected



com.cisco.cvp.vxml.custelem.callback.ReconnectCisco > Callback



Event Type


Callback_ReconnectExit States

C H A P T E R 14Callback_Set_Queue_Defaults

The Callback_Set_Queue_Defaults element is responsible for updating the DBServlet with the values thatshould be used for each queue. There is always a default queue type. The values are used whenever a queuetype is encountered for which there are no explicitly defined values. For example, if an administrator hasdefined values for a billing and default queues, but the caller is queued for mortgages. In that case, theapplication uses the values from Callback_Set_Queue_Defaults.

When the DBServlet is not reachable to check the callback status for the duration of keepaliveinterval, the callback entry in the Reporting Server gets marked as a stale cached entry andsubsequently gets cleared. As a result, a callback is not initiated.

Note





The name of the queue.NonefalsetrueYesstringQueue Name

Maximum percentage of callbacksthat can exist in the queue.Maximum is 100, minimum is 0.

50falsetrueNointegerMaximum Percentage

Absolute number of callbacks thatcan exist in a queue.

9999999falsetrueNointegerMaximum Count

Number of minutes betweenDBServlet refreshes of this referencedata. Maximum is 1440 minutes,minimum is 1 minute.

30falsetrueNointegerRefresh Interval


Callbacks are only offered for thisqueue when the estimated wait time(ewt) is greater than or equal thisnumber of seconds. If 0, thencallbacks are offered regardless ofewt. Maximum is 86400 seconds,minimum is 0.

900falsetrueNointegerMaximum EstimatedWait Time

The timezone to apply to this queue.Valid options available frompull-down menu.

NonefalsetrueNostringenum

Timezone

Maximum keepalive interval inseconds. Maximum is 300,minimum is 1. 'Ring No AnswerTimeout' setting must be less thanthis value.

180falsetrueNointegerKeepalive Interval

Dialed Number to which a callbackis directed for this queue.

NonefalsetrueNostringDialed Number

Approximate average time inseconds to reconnect caller. Takeinto account both ringtime and IVRtime when determining this value.Maximum is 300, minimum is 1.

30falsetrueNointegerReconnect Time

Average number of seconds to waitbefore connecting to an agent aftera caller is called back.

60falsetrueNointegerService LevelAgreement (SLA)

The CLI to be used on the callback.NonefalsetrueYesstringCalling Line ID

Number of minutes in the intervalused to calculate average time toleave queue. Maximum is 1440,minimum is 15.

0falsetrueNostringSample

X:Y, where X requests to methodLeaveQueue in Y seconds. This isused to detect abnormal systemfailures so that the requests do notget included in the average time toleave queue calculation.

10:1falsetrueNostringBurst

The RNA timeout for the callback.Maximum is 300, minimum is 0.Must be less than the KeepaliveInterval.

30falsetrueNointegerRing No AnswerTimeout


Callback_Set_Queue_DefaultsSettings

Time range per day when callbackscan occur. Value “none” means nocallbacks are allowed on that day.The default is all day if no value isspecified. 00:00:00 – 23:59:59means all day.

00:00:00–23:59:59

falsetrueNostringSunday Time Range

Monday Time Range

Tuesday Time Range

Wednesday TimeRange

Thursday Time Range

Friday Time Range

Saturday Time Range

3;300falsetrueNostringMax No ResponseCount

Max attempts to try the callbackwhen this error occurs and the nextthe interval (in seconds) in which toretry the call.

4;300falsetrueNostringMax Busy Count

4;300falsetrueNostringMaxNoAnswer Count

4;300falsetrueNostringMax Trunks BusyCount

4;300falsetrueNostringMax Error Count


Contains the reconnect exit state.stringresult





com.cisco.cvp.vxml.custelem.callback.SetQueueDefaultsCisco > Callback


Callback_Set_Queue_DefaultsElement Data





Callback_Set_Queue_DefaultsEvents

C H A P T E R 15Callback_Update_Status

The Callback_Update_Status element is responsible for updating the database after a callback disconnector reconnect.





Callback status can be one of thefollowing:

NonetruetrueYesenumstring

status

• PENDING

• INPROGRESS

• COMPLETED

• ADD TO QUEUE

• DROP FROM QUEUE

Required if status is COMPLETED,one of the following:

Nonetruetrue*enumstring

reason

• error

• busy

• noanswer

• noresponse


• invalid_number

• connected

• trunkbusy

• caller_cancelled


Tells the application whether to cancel the existing callback or toretry, can be one of the following:

stringresult

• cancel

• retry

• done





com.cisco.cvp.vxml.custelem.callback.UpdateStatusCisco > Callback





Callback_Update_StatusElement Data

C H A P T E R 16Callback_Validate

The Callback_Validate element is responsible for verifying whether or not a callback can be offered tothe caller during this call. Depending on the outcome of the validation, the Validate element exits with oneof four states.


SettingsNone.


Contains the exit state result.stringresult

EWT value passed from Unified ICM.intewt

Gateway identifier.stringgw

Gateway location information.stringloc

Gateway capacity.intcapacity



This callback is valid.preemptive

The callback is not allowed.none

The validation could not be performed because the DBServlet needs a referencedata refresh. The application must call SetQueueDefaults before validation canoccur.

refresh



com.cisco.cvp.vxml.custelem.callback.ValidateCisco > Callback



Event Type


Callback_ValidateFolder and Class Information

C H A P T E R 17Callback_Wait

The Callback_Wait element is responsible for sleeping the application for X seconds. The application handscontrol back to cvp_ccb_vxml.tcl with the parameter wait=X.



AllowedSingle SettingValue


Amount of time inseconds to wait.

NonefalsetrueYesintegerWait Time

Maximum is 60,minimumis 0.





com.cisco.cvp.vxml.custelem.callback.WaitCisco > Callback




Event Type


Callback_WaitEvents

C H A P T E R 18Currency

The Currency voice element captures from the caller a currency amount in dollars and cents. The currencyamount can be entered using the keypad or spoken. The captured value will be stored in element data as adecimal value (without the $ character).

There are several different formats for speaking a currency amount or entering it through the keypad. Voicebrowsers may use different grammars and therefore accept different utterances. However, the spoken formatslisted below should result in the same behavior for all supported browsers. The tables below list each inputand the value that is stored in the element variable as a result. If some data is left out, the system assumes adefault value for the missing information.

You cannot use the * character to represent a decimal point in the Currency voice element, if youhave defined it as a termchar in the Root Doc Settings.

Note

DescriptionExampleStoredValueUtterance

Dollars are whole numbers >= 0. Centsare from 00 to 99. The word and isoptional.

"thirteen dollars and fiftycents " = 13.50

D.CC[dollar] "dollar(s)"("and") [cent] "cent(s)"

Dollars are whole numbers >= 0. Centsare from 00 to 99.

"thirteen dollars five" =13.05

D.CC[dollar] "dollar(s)"[cent]

A plain whole number is interpreted asdollars with no cents.

“three hundred fifty” =350.00

D.00[dollar] "dollar(s)"

To specify cents only, the word centsto be uttered. Cents are from 00 to 99.

"three cents" = 0.030.CC[cent] "cent(s)"

DescriptionExampleStored ValueDTMF Entry

The decimal is represented by the *button.

3*99 = 3.99D.CC[D]*[CC]

There are other formats that are possible, particularly when entering via DTMF and inputting incompleteamounts. These inputs may yield differing results on various voice browsers. The returned variable willalways be a decimal value with the appropriate number of padded zeros, if applicable.


• Settings, on page 44• Element Data, on page 45• Exit States, on page 46• Audio Groups, on page 46• Folder and Class Information, on page 47• Events, on page 47




The type of entry allowed for input.Possible values are: voice | dtmf | both.

bothfalsetrueYesstringenum

Inputmode

(Input Mode)

The maximum time length allowed forsilence or no keypress before a noinput

5struetrueYesstringnoinput_timeout

(Noinput Timeout) event is thrown. Possible values arestandard time designations including botha non-negative number and a time unit,for example, 3s (for seconds) or 3000ms(for milliseconds). Default = 5s

The maximum number of noinput eventsallowed during currency input capture. 0= infinite noinputs allowed.

3truetrueYesint ≥ 0max_noinput_count

(Max NoInput Count)

The maximum number of nomatch eventsallowed during currency input capture. 0= infinite nomatches allowed.

3truetrueYesint ≥ 0max_nomatch_count

(Max NoMatch Count)

The confidence level threshold to useduring currency capture.

0.40truetrueYesdecimal(0.0 to1.0)

currency_confidence_level

(Currency ConfidenceLevel)

Whether or not to temporarily disable allhotlink grammars (global or local) and

falsetruetrueYesbooleanmodal

(Disable Hotlinks) universal grammars. If set to true, only thecurrency grammars will be enabled for theduration of the element. Otherwise allactive grammars will be enabled.

If set to true, user DTMF input for theelement is considered secure and the

falsetruetrueYesbooleansecure_logging

(Secure Logging) attributes utterance, interpretation, value,nbestUtteranceX and nbestInterpretationXare masked in VXML server logs. Theformat used to render secure elementattributes is to add a _secureLogging


CurrencySettings

suffix. For examplenbestUtterance1_secureLogging,*****.

The maximum number of speechrecognition results that can be generatedper voice input.

1truetrueYesint ≥ 1maxnbest

(Maxnbest)

Refer to the Element Data table below for information about nbestUtteranceX andnbestInterpretationX.

Note


The currency amount captured. This will always be a decimal numberwith the appropriate number of padded zeros (up to 2).

stringValue

This is the confidence value of the captured utterance. When n-bestrecognition is enabled, this stores the confidence score of the tophypothesis in the n-best list.

floatvalue_confidence

This stores the number of n-best hypotheses generated by the speechengine.

int ≥ 1nbestLength

This set of element data stores the captured n-best utterances. Whilethe maximum number of nbestUtteranceX values is equal to the

stringnbestUtterance1

nbestUtterance2 maxnbest setting value, the actual number of these values availableis determined by speech recognition at runtime, where…nbestUtterance1 holds the utterance of the top hypothesis in the n-bestlist and nbestUtteranceX holds the utterance of the last hypothesis.nbestUtteranceX

This set of element data stores the interpretations of captured n-bestutterances. While the maximum number of nbestInterpretationX

stringnbestInterpretation1

nbestInterpretation2 values is equal to the maxnbest setting value, the actual number ofthese values available is determined by speech recognition at runtime,…where nbestInterpretation1 holds the interpretation of the topnbestInterpretationX hypothesis in the n-best list and nbestInterpretationX holds theinterpretation of the last hypothesis.

This set of element data stores the confidence scores of capturedn-best utterances.While the maximum number of nbestConfidenceX

floatnbestConfidence1

nbestConfidence2 values is equal to the maxnbest setting value, the actual number ofthese values available is determined by speech recognition at runtime,…where nbestConfidence1 holds the confidence score of the topnbestConfidenceX hypothesis in the n-best list and nbestConfidenceX holds theconfidence score of the last hypothesis.

This set of element data stores the input modes of captured n-bestutterances.

stringnbestInputmode1

nbestInputmode2


CurrencyElement Data

…

nbestInputmodeX


The maximum number of nomatch events has occurred. If the nomatch maxcount is 0, this exit state will never occur.

max_nomatch

The maximum number of noinput events has occurred. If the noinput maxcount is 0, this exit state will never occur.

max_noinput

The currency capture was completed.done

Audio Groups

Currency CaptureNotesMax 1Req'dName (Label)

Played when the voice element first begins.YesYesinitial_audio_group

(Initial)

Played when a nomatch event occurs.NoNonomatch_audio_group

(NoMatch)

Played when a noinput event occurs.NoNonoinput_audio_group

(NoInput)

Played when the caller asked for help. If notspecified, by default help is treated as anomatch.

NoNohelp_audio_group

(Help)

EndNotesMax 1Req'dName (Label)

Played when the currency capture is completedand the voice element exits with the done exitstate.

YesNodone_audio_group

(Done)


CurrencyExit States


com.audium.server.voiceElement.currency.MBasicCurrencyCommerce



Event Type


CurrencyFolder and Class Information


CurrencyEvents

C H A P T E R 19Currency_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 currencyvalue. The currency amount can be entered using the keypad or spoken. The captured value will be storedin 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. Voicebrowsers may use different grammars and therefore accept different utterances. However, the spoken formatslisted below should result in the same behavior for all supported browsers. The tables below list each inputand the value that is stored in element data as a result. If some data is left out, the system assumes a defaultvalue for the missing information.

DescriptionExampleStoredValueUtterance

Dollars are whole numbers >= 0. Centsare from 00 to 99. The word and isoptional.

"thirteen dollars and fiftycents " = 13.50

D.CC[dollar] "dollar(s)"("and") [cent] "cent(s)"

Dollars are whole numbers >= 0. Centsare from 00 to 99.

"thirteen dollars five" =13.05

D.CC[dollar] "dollar(s)"[cent]

A plain whole number is interpreted asdollars with no cents.

“three hundred fifty” =350.00

D.00[dollar] "dollar(s)"

To specify cents only, the word centsto be uttered. Cents are from 00 to 99.

"three cents" = 0.030.CC[cent] "cent(s)"

DescriptionExampleStored ValueDTMF Entry

The decimal is represented by the *button.

3*99 = 3.99D.CC[D]*[CC]

There are other formats that are possible, particularly when entering via DTMF and inputting incompleteamounts. These inputs may yield differing results on various voice browsers. The returned variable willalways be a decimal value with the appropriate number of padded zeros if applicable.

• Settings, on page 50


• Element Data, on page 51• Exit States, on page 52• Audio Groups, on page 52• Folder and Class Information, on page 53• Events, on page 54






Inputmode

(Input Mode)



(Noinput Timeout) event is thrown. Possible values arestandard time designations including botha non-negative number and a time unit,for example, 3s (for seconds) or 3000ms(for milliseconds). Default = 5s.

The maximum number of noinput eventsallowed during currency input capture. 0= infinite noinputs allowed.

3truetrueYesint ≥ 0currency_max_noinput_count

(Currency Max NoInputCount)

The maximum number of nomatch eventsallowed during currency input capture. 0= infinite nomatches allowed.

3truetrueYesint ≥ 0currency_max_nomatch_count

(Currency Max NoMatchCount)

The maximum number of noinput eventsallowed during currency input

3truetrueYesint ≥ 0confirm_max_noinput_count

(Confirm Max NoInputCount) confirmation. 0 = infinite noinputs

allowed.

The maximum number of nomatch eventsallowed during currency input

3truetrueYesint ≥ 0confirm_max_nomatch_count

(Confirm Max NoMatchCount) confirmation. 0 = infinite nomatches

allowed.

The maximum number of times a caller isallowed to disconfirm a captured input. 0= infinite disconfirmations allowed.

3truetrueYesint ≥ 0max_disconfirmed_count

(Max Disconfirmed Count)

The confidence level threshold to useduring currency capture.


currency_confidence_level

(Currency Confidence Level)


Currency_with_ConfirmSettings

The confidence level threshold to useduring confirmation.

0.50truetrueYesDecimal(0.0 to1.0)

confirm_confidence_level

(Confirm Confidence Level)

If set to true, only the grammars of thecurrent Currency_With_Confirm element


(Disable Hotlinks) (the currency and boolean grammars) willbe enabled for the duration of the element.Otherwise all active grammars will beenabled.



(Secure Logging) attributes utterance, interpretation, value,nbestUtteranceX and nbestInterpretationXare masked in VXML server logs. Theformat used to render secure elementattributes is to add a _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.



(Maxnbest)


The currency amount captured. This will always be a decimal numberwith the appropriate number of padded zeros (up to 2).

stringValue

This is the confidence value of the captured currency utterance.Whenn-best recognition is enabled, this stores the confidence score of thetop hypothesis in the n-best list.


This is the confidence value of the captured confirm utterance.floatconfirm_confidence





nbestUtterance2 maxnbest setting value, the actual number of these values availableis determined by speech recognition at runtime, where…nbestUtterance1 holds the utterance of the top hypothesis in thenbestUtteranceX n-best list and nbestUtteranceX holds the utterance of the lasthypothesis.




Currency_with_ConfirmElement Data

nbestInterpretation2 values is equal to the maxnbest setting value, the actual number ofthese values available is determined by speech recognition at runtime,… where nbestInterpretation1 holds the interpretation of the tophypothesis in the n-best list and nbestInterpretationX holds theinterpretation of the last hypothesis.

nbestInterpretationX






nbestInputmode2

…

nbestInputmodeX



max_nomatch


max_noinput

The maximum number of disconfirmations has occurred. If the maxdisconfirmed count is set to 0, this exit state will never occur.

max_disconfirmed

The currency capture was confirmed.done

Audio Groups

Currency CaptureNotesMax 1Req'dName (Label)

Played when the voice element first begins.YesYescurrency_initial_audio_group

(Currency Initial)

Played when a nomatch event occurs duringa currency capture.

NoNocurrency_nomatch_audio_group

(Currency NoMatch)


Currency_with_ConfirmExit States

Played when a noinput event occurs duringa currency capture.

NoNocurrency_noinput_audio_group

(Currency NoInput)

Played when the caller asked for help duringa currency capture. If not specified, by defaulthelp is treated as a nomatch.

NoNocurrency_help_audio_group

(Currency Help)

Currency ConfirmNotesMax 1Req'dName (Label)

Played when confirmation first begins.YesYesconfirm_initial_audio_group

(Confirm Initial)

Played when a nomatch event occurs duringconfirmation. The nomatch event count correspondsto the audio group count.

NoNoconfirm_nomatch_audio_group

(Confirm NoMatch)

Played when a noinput event occurs duringconfirmation. The noinput event count correspondsto the audio group count.

NoNoconfirm_noinput_audio_group

(Confirm NoInput)

Played when a help event occurs duringconfirmation. The help event count corresponds to

NoNoconfirm_help_audio_group

(Confirm Help) the audio group count. If not specified, by defaulthelp throws a nomatch.

Played after the caller disconfirms a capturedcurrency entry. Upon reaching the

NoNodisconfirmed_audio_group

(Disconfirmed)max_disconfirmed_count, the prompt should beabout exiting with the max_disconfirmed exit state.


Played after the caller chooses the yes option. Ifnot specified, no audio will be played when thisoption is chosen.

YesNoyes_audio_group

(Yes)


com.audium.server.voiceElement.currency.MBasicCurrencyWithConfirmCommerce


Currency_with_ConfirmCurrency Confirm



Event Type


Currency_with_ConfirmEvents

C H A P T E R 20CVP Subdialog Return

For a Cisco Unified CVP Voice application invoked as a subdialog, the CVP Subdialog Return elementmust be used to return data back to the calling application. The element should be used in place of Hang Upelements throughout the call flow. Like a Hang Up element, the element has no exit states.

There is one exception to the above description. If the voice application will only ever be calledby a Subdialog Invoke element (that is, never by Unified ICM), then the Subdialog Start andSubdialog Return elements may be used instead. Refer to Subdialog Invoke, Subdialog Returnand Subdialog Start for details.

Note

The settings for this element are used to define what data to pass back to the calling application. The CallerInput setting must be assigned a value in order for the application to validate, since it is required to have avalue. Each element setting corresponds to an ICM ECC external variable name, and therefore theconfiguration values must conform to requirements associated with ICMECC variables. Refer to the UnifiedCVP documentation for further details.

The CVP Subdialog Return element can be used to enable multiple types of transfer in call failure conditions.In case of a Hook Flash (HF) or Two B-Channel Transfer (TBCT) transfer, for example, Caller Input

should be set to the transfer destination number prefixed with HF or TBCT (as in HF800xxxxxxx orTBCT800xxxxxxx). An HF or TBCT transfer will be invoked after the Caller Inputwas passed back fromthe CVP Subdialog Return element.

• Settings, on page 55• Exit States, on page 56• Folder and Class Information, on page 56




Required return argument thatholds a value to be returned tothe calling application.

NonetruetrueYesstringcaller_input

(Caller Input)


Optional return argument thatis returned to the callingapplication.

NonetruetrueNostringFromExtVXML0

(External VXML 0)



(External VXML 1)



(External VXML 2)



(External VXML 3)


The element execution is complete.done


com.audium.server.voiceElement.internal.CiscoSubdialogReturnElementCisco


CVP Subdialog ReturnExit States

C H A P T E R 21CVP Subdialog Start

For a Cisco CVP voice application invoked as a subdialog, the CVP Subdialog Start element must be used,which receives data from a calling application and creates corresponding element data or session data. Theelement should be placed at the entrance point of the application, immediately after the Start of Call element.

Data can be passed to the VoiceXML application either as HTTP parameters or VoiceXML parameters(using the <param> tag). In the first case (that is, as HTTP parameters), Cisco Unified CVP VoiceXMLServer will automatically create session data using the name of the data received. In the second case (thatis, as VoiceXML parameters), the CVP Subdialog_Start element must be configured appropriately in orderfor the data to be available as element or session data for the duration of the call session. For each data passedas a VoiceXML parameter, the Parameter setting must be configured with the same exact name as the data.The Store As setting can be configured to store the passed data either as session or element data. The EnableDigits Bypass setting is used to activate a VoiceXML workaround to ensure expected functionality for aparticular TDM or analog phone. When this setting is set to true, a new setting named Audio Filler URI

will be enabled in VoiceXML Studio and can be configured to set a reference to a silence wave file to beplayed in the digits field. For IP phones the Enable Digits Bypass setting should be set to false.





Holds the name of a parameter passedas input to the subdialog. It must match

NonetruefalseNostringParameter

(Parameter) the exact value specified in theVoiceXML page that calls thesubdialog. This is a repeatable setting,so multiple values can be specified.

Determines whether the parameterpassed to the subdialog will be stored

SessionData

falsetrueNostringWhere

(Store As) as element data or session data. By


making it element data, the informationwill “belong” only to this element, andso there is no chance that thesevariables will overwrite any othervariables.

Determines whether the digits field isused at the beginning of an application.By default this is disabled.

falsetruetrueYesbooleanenable_digits_bypass

(Enable DigitsBypass)

Configures a URI for a silence wavefile to be played in the above digitsfield.

NonetruetrueNostringaudio_filler_uri

(Audio Filler URI)




com.audium.server.voiceElement.internal.CiscoSubdialogStartElementCisco


CVP Subdialog StartExit States

C H A P T E R 22Database

The database element provides the ability to execute an SQL command on external databases within a voiceapplication call flow. The element requires JNDI to be configured in the Java application server to handledatabase connections. Only a single SQL statement can be executed per element. There are four types ofcommands that can be made:

• Single – This is used to run a SQL query that returns only a single row. Element data will be createdwith the variable names being the names of the columns returned and the value of that column as theelement 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 Unified CVP-defined Javadata structure, the Java class ResultSetList, stores the full result and is placed in session data. If norows are returned, the ResultSetList object in session data will be empty. For detail about theResultSetList 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 performingsimple queries and updates. It may not be sufficient for performing complex database interactions such asmultiple dependent queries or stored procedure calls. One would use a custom configurable or generic actionelement for these tasks. Also note that in order to avoid performance issues creating database connections,you must implement database pooling on the application server.

• Settings, on page 60• Element Data, on page 60• Session Data, on page 61• Exit States, on page 61• Folder and Class Information, on page 61• Events, on page 61• Create JNDI Database Connection in Tomcat for Use in VXML Applications, on page 62





The type of query: single,multiple, insert or update.

singletruetrueYesstringenum

type

(Type)The "xml_resultset"element data is notcreated wheninsertor updateis selected.

Note

This JNDI name for the SQLdatasource of the database.

NonetruetrueYesstringjndiName

(JNDI Name)

For queries of type multiple, thename of the session variable

NonetruetrueYesstringkey

(Session Data Key) which the results of the query willbe stored.

The SQL query to be executed.NonetruetrueYesstringquery

(SQL Query)

If the Result-Set XML option isset to False, the "xml_resultset"

truefalsetrueYesBooleanenableXmlResultSet(Result-Set XML)

element data is not created whenthe XML Data conversionfunctionality is disabled.

Element DataIn the substitution tag, the two element data num_rows_processed and xml_resultset are available bydefault when a database element is selected. The {Data.Element.DBElement1.num_rows_processed} and{Data.Element.Database_01.xml_resultset} are the two tags that can be added for these element datarespectively. The Database element num_rows_processed carries the number of rows fetched when queryis selected from the database and the number of rows updated when any update, delete or insert operationis made in the database. The xml_resultset carries the database result in the XML form for a single queryor multiple select query. The num_rows_processed can be used for any data type settings. The xml_resultsetcan only be used for Insert and Update type settings. However, when the type setting is set to single for anElement data, 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


DatabaseSettings

The following element data will be created: foo with the value 123 and bar with the value 456.

Session DataSession data is created only when the type setting is set to multiple. In all other cases, no session data iscreated.

NotesTypeName

The Java data structure that stores the returned values from amultiple type query. The name of the session data variable isspecified by the developer in the key setting.

ResultSetList[value of setting “key”]


The database query was successfully completed.done


com.audium.server.action.database.DatabaseActionIntegration





DatabaseSession Data

Create JNDI Database Connection in Tomcat for Use in VXMLApplications

Summary

StepsThis section explains how to create a new JNDI database connection in Tomcat. These instructions are usefulwhen you would like to use the built-in Studio Database element, or create some custom code that accessesdatabase functionality through JNDI.

1. In order enable database access on your application server, a compatible JDBC driver must be installed.These drivers, typically packaged as JAR files, should be placed in a directory accessible to the applicationserver classpath (on Tomcat, for example, place in%CVP_HOME%\VXMLServer\Tomcat\lib).

The database must exist for this connection to work. CVP VXML Server will not create thedatabase for you.

Note

2. Add a Tomcat Context for the database connection so that the CVP VXML Server knows how tocommunicate with your database. For more information, see https://tomcat.apache.org/tomcat-9.0-doc/jndi-datasource-examples-howto.html

3. In Audium Builder for CVP Studio, edit the configuration of the Database element in question. Enterthe string you entered below in <LABEL_YOU_CHOOSE> from the Tomcat Context into the JNDIName property of the Settings tab of your Database element.

You should not include the jdbc/ portion here.Note

Here is an example that uses MySQL (edit context.xml from AUDIUM_HOME\Tomcat\conf folder):

•<Context><Resource name="jdbc/<LABEL_YOU_CHOOSE>"auth="Container"type="javax.sql.DataSource"username="USER_NAME"password="USER_PW"driverClassName="com.mysql.jdbc.Driver"url="jdbc:mysql://HOSTNAME_OR_IP:PORT/DB_NAME" /></Context>

The default port number for MySQL is 3306. An example url for the above Context would bejdbc:mysql://localhost:3306/DB_name

Alternately, the <Resource> can be configured in the server.xml file under<GlobalNamingResources>, and a <ResourceLink> created in context.xml under <Context>

Note

4. Under heavy load conditions, enable Database Connection Pooling.

A database connection pool creates and manages a pool of connections to a database. Recycling and reusingalready existing connections to a database is more efficient than opening a new connection. For furtherinformation on Tomcat Database Pooling, see https://tomcat.apache.org/tomcat-9.0-doc/jndi-datasource-examples-howto.html.


DatabaseCreate JNDI Database Connection in Tomcat for Use in VXML Applications

https://tomcat.apache.org/tomcat-9.0-doc/jndi-datasource-examples-howto.html




Tomcat 8.0 has two connection pool libraries: commons-dbcp and tomcat-jdbc-pool. Due to aknown issue with tomcat-jdbc-pool connection pool library, if the connection between the CVPVXML server and the remote SQL server goes down, the connections are not re-establishedautomatically. The connections can be re-established only after the VXMLServer tomcat serviceis restarted.

The commons-dbcp connection pool library does not have this problem. The commons-dbcplibrary is used by default, and the tomcat-jdbc-pool is only used if the tomcat context.xml filecontains the following line:factory="org.apache.tomcat.jdbc.pool.DataSourceFactory"

Due to this issue, Cisco does not recommended using the tomcat-jdbc-pool library.

Note


DatabaseSteps


DatabaseSteps

C H A P T E R 23Date

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 “??”.







inputmode

(Input Mode)


5struetrueYesstringNoinput_timeout


The maximum number of noinput events.0 = infinite noinputs allowed.

3truetrueYesint ≥ 0collect_max_noinput_count

(Date Max NoInput Count)


The maximum number of nomatch eventsallowed. 0 = infinite nomatches allowed.

3falsetrueYesint ≥ 0collect_max_nomatch_count

(DateMaxNoMatchCount)

The confidence level threshold to useduring date capture.

0.40truetrueYesdecimal(0.0 –1.0)

collect_confidence_level(Date Confidence Level)

If set to true, only the grammars of thecurrent Date element will be enabled for

falsetruetrueYesbooleanmodal (Disable Hotlinks)

the duration of the element. Otherwise allactive grammars will be enabled.






(Maxnbest)

Refer to the following Element Data table for information about nbestUtteranceX and nbestInterpretationX.


The date stored in the YYYYMMDD format.stringvalue

This is the confidence value of the captured date utterance. Whenn-best recognition is enabled, this stores the confidence score of thetop hypothesis in the n-best list.








DateElement Data









nbestInputmode2

…

nbestInputmodeX


The maximum number of nomatch events has occurred. If the max nomatchcount is 0, this exit state will never occur.

max_nomatch

The maximum number of noinput events has occurred. If the max noinputcount is 0, this exit state will never occur.

max_noinput

The data capture was completed.done

Audio Groups

Date CaptureNotesMax 1Req'dName (Label)

Played when the voice element first begins.YesYescollect_initial_audio_group

(Date Initial)

Played when a noinput event occurs during dateinput. The noinput event count corresponds to theaudio group count.

NoNocollect_noinput_audio_group

(Date NoInput)


DateExit States

Played when a nomatch event occurs during dateinput. The nomatch event count corresponds to theaudio group count.

NoNocollect_nomatch_audio_group

(Date NoMatch)

Played when a help event occurs during date input.The help event count corresponds to the audio group

NoNocollect_help_audio_group

(Date Help) count. If not specified, a help event is treated asnomatch.

EndNotesMax1Req'dName (Label)

Played after the date capture is completed. Ifnot specified, no audio will be played.

YesNodone_audio_group (Done)


com.audium.server.voiceElement.date.MBasicDateDate & Time



Event Type


DateEnd

C H A P T E R 24Date_with_Confirm

The Date_With_Confirm voice element captures a date input from the caller, and presents a confirmationmenu allowing the caller to either accept their entry or re-enter the date. The date can be entered using DTMFinput (in the YYYYMMDD format). It can also be spoken in natural language including a month, day andyear. The captured value will be stored in element data as a fixed-length date string in the YYYYMMDDformat. If the year is not specified in the input, YYYY is stored as “????”. If the month or the day is notspecified, MM and DD will be stored as “??”.







inputmode

(Input Mode)




The maximum number of noinput eventsallowed during date input capture. 0 =infinite noinputs allowed.


(Date Max NoInput Count)


The maximum number of nomatch eventsallowed during date input capture. 0 =infinite nomatches allowed.


(Date Max NoMatch Count)

The maximum number of noinput eventsallowed during date input confirmation. 0= infinite noinputs allowed.


(Confirm Max NoInputCount)

The maximum number of nomatch eventsallowed during date input confirmation. 0= infinite nomatches allowed.

3falsetrueYesint ≥ 0confirm_max_nomatch_count

(Confirm Max NoMatchCount)


3falsetrueYesint ≥ 0max_disconfirmed_count


The confidence level threshold to useduring date capture.

0.40falsetrueYesdecimal(0.0 –1.0)

collect_confidence_level

(Date Confidence Level)


0.50falsetrueYesdecimal(0.0 –1.0)



If set to true, only the grammars of thecurrent Date_With_Confirm element (the

falsefalsetrueYesbooleanmodal

(Disable Hotlinks) built-in date and boolean grammars) willbe enabled for the duration of the element.Otherwise all active grammars will beenabled.


falsefalsetrueYesbooleansecure_logging



1falsetrueYesint ≥ 1maxnbest

(Maxnbest)




Date_with_ConfirmElement Data

The date stored in the YYYYMMDD format.stringvalue

This is the confidence value of the captured date utterance. Whenn-best recognition is enabled, this stores the confidence score of thetop hypothesis in the n-best list.





This set of element data stores the captured n-best utterances.Whilethe maximum number of nbestUtteranceX values is equal to the





nbestInterpretation2 values is equal to the maxnbest setting value, the actual number ofthese values available is determined by speech recognition at…runtime, where nbestInterpretation1 holds the interpretation of thenbestInterpretationX top hypothesis in the n-best list and nbestInterpretationX holds theinterpretation of the last hypothesis.

This set of element data stores the confidence scores of capturedn-best utterances.While themaximum number of nbestConfidenceX


nbestConfidence2 values is equal to the maxnbest setting value, the actual number ofthese values available is determined by speech recognition at…runtime, where nbestConfidence1 holds the confidence score of thenbestConfidenceX top hypothesis in the n-best list and nbestConfidenceX holds theconfidence score of the last hypothesis.



nbestInputmode2

…

nbestInputmodeX


The maximum number of nomatch events has occurred. If the max nomatchcount is 0, this exit state will never occur.

max_nomatch

The maximum number of noinput events has occurred. If the max noinputcount is 0, this exit state will never occur.

max_noinput


Date_with_ConfirmExit States

The maximum number of disconfirmations occurred. If themax_disconfirmed_count is set to 0, this exit state will never occur.

max_disconfirmed

The date captured was confirmed.done

Audio Groups

Date CaptureNotesMax 1Req'dName (Label)


(Date Initial)

Played when a noinput event occurs during dateinput. The noinput event count corresponds to theaudio group count.


(Date NoInput)

Played when a nomatch event occurs during dateinput. The nomatch event count corresponds to theaudio group count.


(Date NoMatch)

Played when a help event occurs during date input.The help event count corresponds to the audio group


(Date Help) count. If not specified, a help event is treated asnomatch.

Date ConfirmNotesMax 1Req'dName (Label)

Played when the captured date is confirmed.YesYesconfirm_initial_audio_group

(Confirm Initial)

Played when a noinput event occurs during dateconfirmation. The noinput event countcorresponds to the audio group count.


(Confirm NoInput)

Played when a nomatch event occurs during dateconfirmation. The nomatch event countcorresponds to the audio group count.


(Confirm NoMatch)

Played when a help event occurs during dateconfirmation. The help event count corresponds


(Confirm Help) to the audio group count. If not specified, bydefault help is treated as nomatch.


Date_with_ConfirmAudio Groups

Played after the caller disconfirms a date entry.NoNodisconfirmed_audio_group(Disconfirmed)




(Yes)


com.audium.server.voiceElement.date.MBasicDateWithConfirmDate & Time



Event Type


Date_with_ConfirmEnd


Date_with_ConfirmEvents

C H A P T E R 25Dialogflow Element

The Dialogflow element can be used to engage the Google Dialogflow services. The Dialogflow elementis located under the Customer Virtual Assistant group in the Call Studio Elements. This element is anextension of Form element and it engages the special resource on VVB called Speech Server to communicatewith the Dialogflow Server. To indicate the Dialogflow server resource requirement, Call Studio creates aspecific grammar - builtin:speech/nlp@dialogflow - and sends it to VVB in VXML Page.

The Dialogflow element works only in VoiceXML 2.1 with Cisco DTMF VoiceXML Gatewayadaptor.

Note

• Settings, on page 75• Custom VoiceXML Properties, on page 76• Element Data, on page 77• Exit States, on page 78• Audio Group, on page 78• Folder and Class Information, on page 79• Events, on page 79



RequiredTypeName(Label)

Dialogflow project ID that is configuredfor your intents and NLP modelling. The

NonetruetrueYesstringService

Account ID

corresponding project JSON key must beconfigured.

Whether to use the Dialogflow feature toget the audio output fromDialogflow. Can

falsefalsetrueYesbooleanAudio

Output

be used while performing Slot / Intentfulfilment at Dialogflow.

Themaximumduration allowed for silencebefore a NoInput event is triggered.

5struetrueYesint ≥ 0NoInput

Timeout


Possible values are standard timedesignations including both non-negativenumbers and a time unit.

For example, 3s for seconds or 300 ms formilliseconds.

The maximum number of noinput eventsallowed during input capture. Possible

3truetrueYesint ≥ 0Max NoInput

Count

values int > 0 where 0 indicates infiniteNoInput events allowed.

Indicates whether logging of potentiallysensitive data of the element is enabled. If

falsetruetrueYesbooleanSecure

Logging

set to true, the element's potentiallysensitive data is not logged.

Terminate the voice stream or DTMFcollection.

#truetrueNostringTerminiation

Character

The maximum time (in seconds) the voiceinput is allowed to last. Possible values are

30struetrueYesint ≥ 0Max Input

Time

positive integer values followed by s(seconds). For example, 50s. Default valueis 30s.

The interval of silence (in seconds ormilliseconds) that indicates the end of

2struetrueYesint ≥ 0Final

Silence

speech. Possible values are positive integervalues followed by either s (seconds) orms (milliseconds). For example, 3s and3000ms. Default value is 2s.

Text sent to initiate the dialog withDialogflow. The response for this is thewelcome intent from Dialogflow.

HellotruetrueNostringInitiation

Text

This is applicable only whenAudio Outputis set to true.


Sets the payload to be sent to Dialogflow.JSONDialogflow.queryParams

.payload

Sets the timezone to be sent to Dialogflow.StringDialogflow.queryParams

.timeZone For example, America/New_York, Europe/Paris.

Sets the geographical location to be sent to Dialogflow.StringDialogflow.queryParams.


Dialogflow ElementCustom VoiceXML Properties


geoLocation For example, "50.0,50.0".

Sets the additional entity types to be sent to Dialogflow.JSONDialogflow.queryParams

.sessionEntityTypes For example,[{name:class,entityOverrideMode:ENTITY_OVERRIDE_MODE_OVERRIDE,entities:[{value:economy,synonyms:[eco,economy]}]}].

Configures the type of sentiment analysis to perform. If notprovided, sentiment analysis is not performed.

BooleanDialogflow.queryParams

.sentimentAnalysisRequestConfig

Sentiment Analysis is currently available only forEnterprise Edition agents.

Note

Indicates whether this request should automatically end afterspeech is no longer detected. If this parameter is enabled, cloud

BooleanRecognize.singleUtterance

speech-to-text will detect pauses, silence, or non-speech audioto determine when to end recognition. If this parameter isdisabled, the stream will continue to listen and process audiountil either the stream is closed directly, or the stream's lengthlimit is reached.

The default setting for this parameter is true.

This is used to specify the machine learning model to be usedby the cloud speech-to-text transcription to improve therecognition results.

StringRecognize.model

For example, see https://cloud.google.com/speech-to-text/docs/basics

Conversation profile is used to configure agents and connectedservices for the conversation on the Google Dialogflow Project.

StringDialogflow.profileId

Create a profile for your CCAI whitelisted project by followingthese steps. (Link will require Google CCAI Documentationwhitelisting).

Element DataNotesElement Data

Intent identified.intent

User input.query_text

Fulfilment text returned by Dialogflow.fulfilment_text

JSON value returned by Dialogflow.value

Returns the action associated with the intent.action


Dialogflow ElementElement Data

https://cloud.google.com/speech-to-text/docs/basics


https://cloud.google.com/dialogflow/priv/docs/contact-center/agent-assist-ui

https://docs.google.com/forms/d/e/1FAIpQLScV91wdEacqzMAuxVUvB8JMQUd24rjU2LBmj02dHcpe51F30g/viewform

Indicates whether all the required parameters are filled. This can be used toderive exit states with decision element.

is_complete

• If all parameters are not filled, it is false.

• If an intent has no parameters, this is always true.

Contains JSON response from Dialogflow.json

The Speech recognition confidence between 0.0 and 1.0. A higher numberindicates a greater probability that the recognized words are correct. Thedefault of 0.0 is a sentinel value indicating that confidence was not set.

confidence

The language code that was triggered during recognition.language_code

Sentiment score of the user input.sentiment_score


This state is returned after receiving response from Dialogflow. This indicates thatthe processing from Dialogflow has been completed.

done

Maximum number of noinput events that have occurred. If noinput max count

is 0, this exit state will not occur.max_noinput

Audio Group

Form Data CaptureNotesMax1RequiredName (Label)

Played when the voice elementbegins.

YesYesinitial_audio_group (Initial)

Played when a NoInput eventoccurs.

NoNonoinput_audio_group (NoInput)

EndNotesMax1RequiredName (Label)

Played when the form data capture iscompleted and the voice element exits withthe Done exit state.



Dialogflow ElementExit States


com.audium.server.voiceElement.form .Form

EventsClass NameName (Label)

You can select Java Exception, VXML Event, orHotlink as event handler forthis element.

Event Type


Dialogflow ElementFolder and Class Information


Dialogflow ElementEvents

C H A P T E R 26DialogflowIntent Element

The DialogflowIntent element is used to engage the Google Dialogflow services. The DialogflowIntentelement is located under theCustomer Virtual Assistant group in theCall Studio Elements. This elementis an extension of the Form element and it engages the Speech Server resource on VVB to communicate withthe Google Speech to Text Server to get user input and then send it to Dialogflow and finds user intent fromit.. To indicate the Dialogflow server resource requirement, Call Studio creates a specific grammar -builtin:speech/transcribe- and sends it to VVB in VXML Page.

• The DialogflowIntent element works only in VoiceXML 2.1 with Cisco DTMFVoiceXMLGateway adaptor.

• Use dtmf+voice as the input type only if you do not have any DialogflowParam associatedwith this element.

Note

• Settings, on page 81• Custom VoiceXML Properties, on page 84• Element Data, on page 85• Exit States, on page 86• Audio Group, on page 86



RequiredTypeName (Label)

Dialogflow projectID that is configured

NonetruetrueYesstringService Account ID

for your intents andNLP modelling.

Copy thecorresponding projectJSON key file to%CVP_HOME%\conf.Naming convention


NotesDefaultSubstitutionAllowed

SingleSettingValue


of the key file mustbe <ServiceAccount ID>.json.

See herefor theprocedureto generatethe key fileforDialogflow.

Note

The type of entryallowed for input.

voicefalsetrueYesstringInput Mode

Possible values arevoice (only voiceinput) anddtmf+voice (DTMFand voice input).

The maximumduration allowed for

5struetrueYesint ≥ 0NoInput Timeout

silence before aNoInput event istriggered. Possiblevalues are standardtime designationsincludingnon-negativenumbers and a timeunit. For example, 3s(for seconds) or 300ms (for milliseconds).

The maximumnumber of noinput

3truetrueYesint ≥ 0Max NoInput Count

events allowedduring input capture.Possible values areint > 0 where 0indicates infiniteNoInput eventspermitted.

The maximumnumber of NoMatch

3truetrueYesint ≥ 0Max NoMatch Count

events allowedduring DTMF input


DialogflowIntent ElementSettings

https://dialogflow.com/docs/reference/v2-auth-setup


SingleSettingValue


capture. Possiblevalues are int > 0

where 0 indicatesinfinite NoMatchevents permitted.

This option ismandatory only if the

NoneyesyesYesstringDTMF Grammar

input type selected isdtmf+voice. Itsupports CiscoDTMF regex.

Indicates whetherlogging of potentially

falsetruetrueYesbooleanSecure Logging

sensitive data of theelement is enabled. Ifthis is set to true, theelement's potentiallysensitive data is notlogged.

Terminates the voicestream or DTMFcollection.

#truetrueNoStringTermination

Character

The maximum time(in seconds) the voice

30struetrueYesint ≥ 0Max Input Time

input is allowed tolast. Possible valuesare positive integervalues followed by s(seconds). Forexample, 50s.Default value is 30s.

The interval ofsilence (in seconds or

2struetrueYesint ≥ 0Final Silence

milliseconds) thatindicates the end ofspeech. Possiblevalues are positiveinteger valuesfollowed by either s(seconds) or ms(milliseconds). Forexample, 3s and3000ms. Default valueis 2s.


DialogflowIntent ElementSettings


SingleSettingValue


This is commaseparated string that

NonetruetrueNoStringRecognize.

phraseHints lists the hints forrecognition.

Hints are used torecognize a phrase ora word that ispronounceddifferently.

For example,Savings, Current.

Comma separatedstring of up to 3

NonetruetrueNoStringRecognize.

alternateLanguages additional BCP-47language tags, listingpossible alternativelanguages of thesupplied audio otherthan the defaultlanguage.


Sets the payload to be sent toDialogflow.

JSONDialogflow.queryParams

.payload

Sets the timezone to be sentto Dialogflow.

StringDialogflow.queryParams

.timeZone

For example,America/New_York,Europe/Paris.

Sets the geographical locationto be sent to Dialogflow.

String

(comma separated value)

Dialogflow.queryParams.geoLocation

For example, "50.0,50.0".

Configures the type ofsentiment analysis to perform.


.sentimentAnalysisRequestConfig If not provided, sentimentanalysis is not performed.


DialogflowIntent ElementCustom VoiceXML Properties


SentimentAnalysis iscurrently availableonly for EnterpriseEdition agents.

Note

Conversation profile is usedto configure agents and

StringDialogflow.profileId

connected services for theconversation on the GoogleDialogflow Project.

Create a profile for yourCCAI whitelisted project byfollowing these steps. (Linkwill require Google CCAIDocumentation whitelisting).

Element DataThe following table lists the data that is stored in element after processing the DialogflowIntent element.

DescriptionElement Data

This is the action parameter from Dialogflow.action

This is the fulfillment text from Dialogflow.fulillment_text

Indicates the type of input captured (dtmf or dtmf+voice).input_type

Contains JSON response from Dialogflow.json

This is the text that is transcribed from voice.original_value

This is applicable only if the input type is voice.

This is the name of the intent that is matched by the element if inputtype is voice.

value

If input type is dtmf, it contains the DTMF key that is pressed by theuser.

The Speech recognition confidence between 0.0 and 1.0. A highernumber indicates a greater probability that the recognized words are

confidence

correct. The default of 0.0 is a sentinel value indicating that confidencewas not set.


Also see Recognize.alternateLanguages under Settings.


DialogflowIntent ElementElement Data

https://cloud.google.com/dialogflow/priv/docs/contact-center/agent-assist-ui

https://docs.google.com/forms/d/e/1FAIpQLScV91wdEacqzMAuxVUvB8JMQUd24rjU2LBmj02dHcpe51F30g/viewform



Exit StatesDescriptionExit State

This is returned after matching the intent. For DTMF, this state isreturned when the DTMF input matches DTMF regex grammar.

Done

This state is encountered when there is no input from the user for aspecified duration as configured in the setting.

MAX_NOINPUT

This state is never retuned if the input type is voice.MAX_NoMatch

If the input type is dtmf and voice, this state is encountered when theDTMF input does not match regex grammar for the specified numberof times as mentioned in settings.

Audio Group


Played when the voiceelement begins.

YesYesinitial_audio_group

(Initial)

Played when a NoMatchevent occurs.

NoNonomatch_audio_group

(NoMatch)

This is applicable onlywhen the input mode isDTMF and voice.

Played when a NoInputevent occurs.

NoNonoinput_audio_group

(NoInput)


Played when the formdata capture is completed


(Done)and the voice element


DialogflowIntent ElementExit States

NotesMax1RequiredName (Label)

exits with the Done exitstate.


DialogflowIntent ElementEnd


DialogflowIntent ElementEnd

C H A P T E R 27DialogflowParam Element

The DialogflowParam element can be used to engage the Google Dialogflow services. The DialogflowParamelement is located under theCustomer Virtual Assistant group in theCall Studio Elements. This elementis an extension of Form element and it engages the Speech Server resource on VVB to communicate withthe Google Speech-to-Text Server to get user input and then send it to Dialogflow and fills param valuefrom it. To indicate the Dialogflow server resource requirement, Call Studio creates a specific grammar -builtin:speech/transcribe - and sends it to VVB in VXML Page.

The DialogflowParam element works only in VoiceXML 2.1 with Cisco DTMF VoiceXMLGateway adaptor.

Note





The type of entryallowed for input.


Possible values arevoice (voice only)and dtmf+voice

(DTMF and voice).

The maximumduration allowed for


silence before aNoInput event is



SingleSettingValue


triggered. Possiblevalues are standardtime designationsincludingnon-negativenumbers and a timeunit. For example,3s (for seconds) or300 ms (formilliseconds).

The maximumnumber of noinput


events allowedduring input capture.Possible values areint > 0 where 0indicates infiniteNoInput eventspermitted.

The maximumnumber of NoMatch


events allowedduring DTMF inputcapture. Possiblevalues are int > 0

where 0 indicatesinfinite NoMatchevents permitted.

This option ismandatory only if

NoneyestrueYesstringDTMF Grammar

the input modeselected is DTMFand voice. Itsupports CiscoDTMF regex.

Indicates whetherlogging of


potentially sensitivedata of the elementis enabled. If this isset to true, theelement's potentiallysensitive data is notlogged.


DialogflowParam ElementSettings


SingleSettingValue


Terminates the voicestream or DTMFcollection.

#truetrueNoStringTermination Character

The maximum time(in seconds) the


voice input isallowed to last.Possible values arepositive integervalues followed by s(seconds). Forexample, 50s.Default value is 30s.

The interval ofsilence (in seconds


or milliseconds) thatindicates the end ofspeech. Possiblevalues are positiveinteger valuesfollowed by either s(seconds) or ms(milliseconds). Forexample, 3s and3000ms. Defaultvalue is 2s.

The current intent tobe processed forparameter extraction.

NonefalsetrueYesstringintent

The variable to beprocessed for a

NonefalsetrueYesstringvariable

particular intentmentioned in intentfield.

Variablenameshouldmatch theone definedin GoogleDialogflow.

Note


DialogflowParam ElementSettings


SingleSettingValue


This indicates end ofparameter capture. If

falsetruetrueYesbooleanLast Parameter

it is set to true, theintent is marked ascomplete.

This is commaseparated string that

NonetruetrueNoStringRecognize.phraseHints

lists the hints forrecognition.

Hints are used torecognize a phrase ora word that ispronounceddifferently.

For example,Savings, Current.


Sets the payload to be sent toDialogflow.

JSONDialogflow.queryParams

.payload

Sets the timezone to be sentto Dialogflow.

StringDialogflow.queryParams

.timeZone

For example,America/New_York,Europe/Paris.

Sets the geographical locationto be sent to Dialogflow.

String

(comma separated value)

Dialogflow.queryParams.geoLocation

For example, "50.0,50.0".

Sets the additional entity typesto be sent to Dialogflow.

JSONDialogflow.queryParams.

sessionEntityTypes

For example, [{'name':'class','entityOverrideMode':

'ENTITY_OVERRIDE_MODE_OVERRIDE','entities':

[{'value':

'economy','synonyms':

['eco', 'economy']}]}].


DialogflowParam ElementCustom VoiceXML Properties


Configures the type ofsentiment analysis to perform.


.sentimentAnalysisRequestConfig If not provided, sentimentanalysis is not performed.

SentimentAnalysis iscurrently availableonly for EnterpriseEdition agents.

Note

Element DataThe following table lists the data that is stored in element after processing the DialogflowParam element.


This is the action parameter from Dialogflow.action

This is fulfillment text from Dialogflow.fulillment_text


Indicates the intent of a parameter.intent

JSON response from Dialogflow.json

Indicates the parameter value as uttered by the user in string.original_value

This is the parameter value returned by Dialogflow if input type isvoice.

value

If input type is dtmf, it contains the DTMF key that is pressed by theuser.

The Speech recognition confidence between 0.0 and 1.0. A highernumber indicates a greater probability that the recognized words are

confidence

correct. The default of 0.0 is a sentinel value indicating that confidencewas not set.


Exit StatesDescriptionExit State

This is returned when the configured parameter is filled.Done


DialogflowParam ElementElement Data

DescriptionExit State

This is returned when Dialogflow switches to a different intent whosefilling slot is based on user utterance.

Intent_Change

This state is encountered when there is no input from the user for aspecified duration as configured in the setting.

MAX_NoInput

This state is returned when the variable or parameter mentioned inelement setting is not matched for specified number of times asmentioned in settings.

MAX_NoMatch

If the input type is dtmf+voice, this state is encountered when theDTMF input does not match regex grammar for the specified numberof times as mentioned in settings.

Audio Group


Played when the voiceelement begins.


(Initial)

Played when a NoMatchevent occurs.


(NoMatch)

This is applicable onlywhen the input type isdtmf+voice.

Played when a NoInputevent occurs.

NoNonoinput_audio_group

(NoInput)


Played when the formdata capture is completed


(Done)and the voice elementexits with the Done exitstate.


DialogflowParam ElementAudio Group


com.audium.server.voiceElement.formForm


You can select Java Exception, VXML Event, or Hotlink as the eventhandler for this element.

Event Type


DialogflowParam ElementFolder and Class Information


DialogflowParam ElementEvents

C H A P T E R 28Digits

The Digits voice element captures a string of numerical digits. It may be used to collect small or largestrings of digits. The digit string can be spoken or entered using the keypad. The captured value will bestored in element data as a string. The string cannot contain any non-numerical characters. Using speechinput, the number is spoken one digit at a time (that is, 49678 is spoken four nine six seven eight). DTMFinput can be terminated by a # keypress if desired (if not used, the entry is considered terminated when theinput timeout has been reached).

With the Digits voice element, the application designer has the ability to set length restrictions on the digitstring. A minimum and maximum length can be given to narrow the criteria. If a string of a specific lengthis 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 beentered.






bothfalsetrueYesStringenum

inputmode

(Input Mode)

The maximum time allowed for silence orno keypress before a noinput event is

5struetrueYesStringnoinput_timeout

(Noinput Timeout) thrown. Possible values are standard timedesignations including both a non-negativenumber and a time unit, for example, 3s


(for seconds) or 3000ms (formilliseconds). Default = 5s.

The maximum number of noinput eventsallowed during digits input capture. 0 =infinite noinputs allowed.


(Digits Max NoInputCount)

The maximum number of nomatch eventsallowed during digits input capture. 0 =infinite nomatches allowed.


(Digits Max NoMatchCount)

The confidence level threshold to useduring digits capture.

0.40truetrueYesDecimal(0.0 to1.0)

digits_confidence_level

(Digits Confidence Level)

Minimum number of digits allowed.NonetruetrueYesint > 0min_digit

(Min Digits)

Maximum number of digits allowed.NonetruetrueYesint ≥ 0max_digit

(Max Digits)

If set to true, only the grammars of thecurrent Digits element will be enabled for

falsetruetrueYesBooleanmodal

(Disable Hotlinks) the duration of the element. Otherwise allactive grammars will be enabled.


falsetruetrueYesBooleansecure_logging




(Maxnbest)

Setting this property to true will enablethe generation of random DTMF digits

falsetruetrueYesBooleandtmf_overlay

(DTMF Overlay) tone at random duration while DTMFrecognition is in progress.


DigitsSettings

dtmf_overlay supports onlythe following VoiceXMLGateways, and one of theseoptions must be selected beforecreating or deploying the CallStudio application.

• Cisco DTMF

• VoiceXML 2.1 CiscoDTMF

Note

Time Interval (in ms) between thegeneration of two DTMF tones. The

1000mstruetrueYesStringdtmf_overlay_interval

(DTMF Overlay Interval) interval is a random number that is +/-25%of the duration that is mentioned. Forexample, if the duration mentioned is1000ms, the interval will be betweenbetween 750ms and 1250ms.

The duration mentioned mustbe between 500ms (minimum)and 2000ms (maximum).

Note

Refer to the following Element Data table for information about nbestUtteranceX and nbestInterpretationX


The digit string value captured.stringValue







nbestUtterance2 maxnbest setting value, the actual number of these values available isdetermined by speech recognition at runtime, where nbestUtterance1…

holds the utterance of the top hypothesis in the n-best list andnbestUtteranceX holds the utterance of the last hypothesis.nbestUtteranceX

This set of element data stores the interpretations of captured n-bestutterances.While themaximum number of nbestInterpretationX values


nbestInterpretation2 is equal to the maxnbest setting value, the actual number of these values


DigitsElement Data

available is determined by speech recognition at runtime, wherenbestInterpretation1 holds the interpretation of the top hypothesis in

…

nbestInterpretationX the n-best list and nbestInterpretationX holds the interpretation of thelast hypothesis.

This set of element data stores the confidence scores of captured n-bestutterances. While the maximum number of nbestConfidenceX values


nbestConfidence2 is equal to the maxnbest setting value, the actual number of these valuesavailable is determined by speech recognition at runtime, where…

nbestConfidence1 holds the confidence score of the top hypothesis innbestConfidenceX the n-best list and nbestConfidenceX holds the confidence score of the

last hypothesis.



nbestInputmode2

…

nbestInputmodeX


Themaximum number of nomatch events has occurred. If the nomatchmax countis 0, this exit state will never occur.

max_nomatch

The maximum number of noinput events has occurred. If the noinput max countis 0, this exit state will never occur.

max_noinput

The digit string capture was completed.done

Audio Groups

Digits CaptureNotesMax1Req'dName (Label)

Played when the voice elementfirst begins.

YesYesdigits_initial_audio_group

(Digits Initial)

Played when a nomatch eventoccurs.

NoNodigits_nomatch_audio_group

(Digits NoMatch)

Played when a noinput eventoccurs.

NoNodigits_noinput_audio_group

(Digits NoInput)


DigitsExit States

Played when the caller askedfor help. If not specified, help

NoNodigits_help_audio_group

(Digits Help) is treated as a nomatch bydefault.

EndNotesMax1Req'dName (Label)

Played when the digits capture is completed andthe voice element exits with the done exit state.


(Done)


com.audium.server.voiceElement.digit.MBasicDigitNumber Capture



Event Type


DigitsEnd


DigitsEvents

C H A P T E R 29Digits_with_Confirm

The Digits_With_Confirm voice element captures a string of numerical digits, and presents a confirmationmenu allowing the caller to either accept their entry or re-enter the digits. It may be used to collect small orlarge strings of digits. The digit string can be spoken or entered using the keypad. The captured value willbe stored in element data as a string. The string cannot contain 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 canbe terminated by a # keypress if desired (otherwise, the entry is considered terminated when the input timeoutis reached).

With the Digits_With_Confirm voice element, the application designer has the ability to set length restrictionson the digit string. A minimum and maximum length can be given to narrow the criteria. If a string of aspecific length is required, the minimum and maximum lengths should be set to the same value. If fewerdigits are entered, a nomatch event will be thrown. A string of digits with length greater than the maximumlength cannot be entered.





The type of entry allowed for input (duringdigits capture and confirmation). Possiblevalues are: voice | dtmf | both.


inputmode

(Input Mode)



(Noinput Timeout) event is thrown. Possible values arestandard time designations including both


a non-negative number and a time unit,for example, 3s (for seconds) or 3000ms(for milliseconds). Default = 5s.

The maximum number of noinput eventsallowed during digits input capture. 0 =infinite noinputs allowed.

3truetrueYesint ≥ 0digits_max_noinput_count

(Digits Max NoInput Count)

The maximum number of nomatch eventsallowed during digits input capture. 0 =infinite nomatches allowed.

3truetrueYesint ≥ 0digits_max_nomatch_count

(DigitsMaxNoMatchCount)

The maximum number of noinput eventsallowed during digits input confirmation.0 = infinite noinputs allowed.


(ConfirmMaxNoIput Count)

The maximum number of nomatch eventsallowed during digits input confirmation.0 = infinite nomatches allowed.



The maximum number of times a caller isallowed to disconfirm a captured digits


(Max Disconfirmed Count) input. 0 = infinite disconfirmationsallowed.

The confidence level threshold to useduring digits capture.


digits_confidence_level

(Digits Confidence Level)





Minimum number of digits allowed.NonetruetrueYesint > 0min_digit

(Min Digits)

Maximum number of digits allowed.NonetruetrueYesint > 0max_digit

(Max Digits)

If set to true, only the grammars of thecurrent Digits_With_Confirm element (the


(Disable Hotlinks) builtin digits and boolean grammars) willbe enabled for the duration of the element.Otherwise all active grammars will beenabled.



(Secure Logging) attributes utterance, interpretation, value,nbestUtteranceX and nbestInterpretationXare masked in VXML server logs. Theformat used to render secure element


Digits_with_ConfirmSettings

attributes is to add a _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.



(Maxnbest)




dtmf_overlay supports onlythe following VoiceXMLGateways, and one of theseoptions must be selected beforecreating or deploying the CallStudio application.

• Cisco DTMF


Note





Note

Refer to the following Element Data table for information about nbestUtteranceX and nbestInterpretationX


The digit string captured.stringValue

This is the confidence value of the captured digit string utterance.When n-best recognition is enabled, this stores the confidence scoreof the top hypothesis in the n-best list.




Digits_with_ConfirmElement Data





nbestUtterance2 maxnbest setting value, the actual number of these values availableis determined by speech recognition at runtime, where nbestUtterance1…




nbestInterpretation2 values is equal to the maxnbest setting value, the actual number ofthese values available is determined by speech recognition at runtime,…

where nbestInterpretation1 holds the interpretation of the topnbestInterpretationX hypothesis in the n-best list and nbestInterpretationX holds the

interpretation of the last hypothesis.

This set of element data stores the confidence scores of captured n-bestutterances.While themaximum number of nbestConfidenceX values


nbestConfidence2 is equal to the maxnbest setting value, the actual number of thesevalues available is determined by speech recognition at runtime, where…

nbestConfidence1 holds the confidence score of the top hypothesis innbestConfidenceX the n-best list and nbestConfidenceX holds the confidence score of

the last hypothesis.



nbestInputmode2

…

nbestInputmodeX



max_nomatch


max_noinput

Themaximum number of disconfirmations has occurred. If the max disconfirmedcount is set to 0, this exit state will never occur.

max_disconfirmed

The digit string captured was confirmed.done


Digits_with_ConfirmExit States

Audio Groups

Digits CaptureNotesMax1Req'dName (Label)

Played when the voice element first begins.YesYesdigits_initial_audio_group

(Digits Initial)

Played when a nomatch event occurs duringdigits capture.

NoNodigits_nomatch_audio_group

(Digits NoMatch)

Played when a noinput event occurs duringdigits capture.

NoNodigits_noinput_audio_group

(Digits NoInput)

Played when the caller asks for help duringdigits capture. If not specified, by default helpis treated as a nomatch.

NoNodigits_help_audio_group

(Digits Help)

Digits ConfirmNotesMax1Req'dName (Label)


(Confirm Initial)

Played when a nomatch event occurs duringconfirmation. The nomatch event count correspondsto the audio group count.


(Confirm NoMatch)



(Confirm NoInput)

Played when a help event occurs duringconfirmation. The help event count corresponds to


(Confirm Help) the audio group count. If not specified, by defaulthelp throws a nomatch.

Played after the caller disconfirms a captured digitsentry. Upon reaching the max_disconfirmed_count,


(Disconfirmed) the prompt should be about exiting with themax_disconfirmed exit state.


Digits_with_ConfirmAudio Groups




(Yes)


com.audium.server.voiceElement.digit.Number Capture

MBasicDigitWithConfirm



Event Type


Digits_with_ConfirmEnd

C H A P T E R 30Alert

The Alert element is used to generate syslog alerts and SNMP alerts based on the values set in the ElementConfiguration view.

• Settings, on page 109• Events, on page 109• Exit States, on page 110




This settings specifieswhether SNMP alert to begenerated.

truefalsetrueYesBooleanSNMP

This settings specifieswhether Syslog alert to begenerated.

falsefalsefalseYesBooleanSyslog

The alert message to belogged in SNMP ans Syslog.

BlanktrueNot

Applicable

YesBooleanMessage








AlertExit States

C H A P T E R 31Email

The Email action element sends messages to the provided email address. Additionally the message caninclude attachments. The application server must be configured to set a JNDI datasource for mail sessions.The to and tolist fields are not individually required; however, at least one must be defined. Email addressesare not verified for syntax or validity. Attachments that do not exist will be skipped but the message willstill be sent. Repeated email addresses are sent the messagemultiple times. The toList, ccList and bccListsettings must refer to session data variables that holds a ResultSetList Java class holding a list of emailaddresses (retrieved from a Database element).

• Settings, on page 111• Exit States, on page 112• Folder and Class Information, on page 113• Events, on page 113• Set Up Email Element, on page 113




The configured JNDI datasource for mailsessions under the java application server.

NonetruetrueYesstringjndiName

(JNDI Name)

The email address this message will besent to. This setting is repeatable so that

NonetruefalseNostringto

(To) each setting value contains a separateemail address.

The name of a session data variablecontaining a ResultSetList object holding

NonetruetrueNostringtoList

(To List) a list of email addresses as retrieved fromaDatabase element. The email will be sentto every address in this list.


The email address this message will besent from.

NonetruetrueYesstringfrom

(From)

The email address this message will becarbon copied to. This setting is repeatable

NonetruefalseNostringcc

(Cc) so that each setting value contains aseparate email address.


NonetruetrueNostringccList

(Cc List) a list of email addresses as retrieved froma Database element. The email will becarbon copied to each address in this list.

The email address this message will beblind carbon copied to. This setting is

NonetruefalseNostringbcc

(Bcc) repeatable so that each setting valuecontains a separate email address.


NonetruetrueNostringbccList

(Bcc List) a list of email addresses as retrieved froma Database element. The email will beblind carbon copied to each address in thislist.

Subject field of the email.NonetruetrueNostringsubject

(Subject)

Full local path of the file to be attached.This setting is repeatable so that each

NonetruefalseNostringattachment

(Attachment) setting value contains a reference toseparate attachments.

The message body of the email.NonetruetrueYesstringmessageBody

(MessageBody)


The database query successfully completed.done


EmailExit States


com.audium.server.action.email.EmailActionNotification




Set Up Email ElementFor the Email element to work, add a mail session under Tomcat manually.

Procedure

Step 1 Edit the \Tomcat\conf\context.xml file.Step 2 Within the <Context> </Context> tags, add the following:

<Resource name="mail/ChrisMail"type="javax.mail.Session"mail.smtp.host="xmb-sjc-22d.amer.cisco.com"/>

Here, the namemust be mail/ANY_NAME_YOU_CHOOSE, typemust be javax.mail.Session, and mail.smtp.hostmust be a working SMTP server.

In Studio, edit the configuration of the Email element in question. Set the JNDI name to theANY_NAME_YOU_CHOOSE portion of what you entered in the Tomcat settings. In the preceding example,you can enter ChrisMail but ensure that you do not include the mail/ portion here.

Note


EmailFolder and Class Information


EmailSet Up Email Element

C H A P T E R 32Form

The Form voice element is used to capture any input from the caller, based on application designer-specifiedgrammars. The valid caller inputs can be specified either directly in the voice element settings (which willcreate an inline grammar) or with external grammar files. Information returned by the grammar are savedin element data that then can be analyzed by developer-defined components. A Form voice element can beconfigured to listen for voice input only, DTMF input only, or both voice and DTMF input. In short, theForm element is the most flexible of included Unified CVP elements as it allows almost any custominformation to be captured without requiring a separate voice element. If a Unified CVP or third-party voiceelement does not capture the information desired, one can always use a Form element before embarking onconstructing a custom voice element.

The Form element provides support for custom control over the VoiceXML code generation. For example,the developer can decide what name to use for the VoiceXML field, whether or not to include a field-levelslot attribute and how to name the slot attribute. The element also supports separate options for activatinghelp prompts and the ability to set modality for Form.

Multiple DTMF and speech external grammars can be referenced within a single Form element, and theapplication designer has the ability to specify grammar weights for speech grammars and set MIME typesfor both speech and DTMF grammars. Additionally, the Form element can be used to capture multiple slots,and the developer can specify for which slot(s) they want the recognition values stored as element data.N-best processing can be enabled, and standard n-best results are stored in element data and the activity log.


SettingsNotesDefaultSub.

AllowSingleSettingValue


The type of entry allowed for input. Possiblevalues are: voice | dtmf | both.


inputmode


(Input Mode)

The maximum time allowed for silence or nokeypress before a noinput event is thrown.


(Noinput Timeout) Possible values are standard time designationsincluding both a non-negative number and a timeunit, for example, 3s (for seconds) or 3000ms (formilliseconds). Default = 5s.

0 = infinite noinputs allowed.3truetrueYesint ≥ 0form_max_noinput_count

(Form Max NoInput)

0 = infinite nomatches allowed.3truetrueYesint ≥ 0form_max_nomatch_count

(Form Max NoMatch)

The confidence level threshold to use for datacapture.


confidence_level

(FormConfidence Level)

Defines an external voice grammar for Form, ina string format delimited with semi-colonsspecifying these values in the following order:

Nonetruefalse*Nostringvoice_grammar

(Voice Grammar)

1. The language context in which the currentgrammar should be used (optional). If omittedthe language will be the same as thepage-scoped language.

2. The language code to assign to the xml:langattribute of the parent <grammar> tag(optional). If omitted the attribute will nothave an xml:lang attribute and the standardscoping rules apply.

3. The grammar weight (optional)

4. The grammar type (optional)

5. URL of the grammar file (required)

6. builtin: speech/transcribe

The type can be left blank to use the adapterdefault or set to null to not include a type at all.If one of the optional parameters is defined, foursemi-colons must be used, even if the otherparameters are not used. For example:

• en-US;en-US;0.6;application/srgs+xml;http://IP:PORT/ mygrammar.grxml

• fr-FR;en-US;;application/srgs+xml;http://IP:PORT/ mygrammar.grxml

• ;;0.6;;http://IP:PORT/mygrammar.grxml


FormSettings

• ;fr-FR;0.6;null;http://IP:PORT/mygrammar.grxml

• http://IP:PORT/mygrammar.grxml

This setting is repeatable so multiple externalgrammar sources may be specified. None of thefour settings - voice_grammar, dtmf_grammar,voice_keyword and dtmf_keypress - is required,but at least one must be specified since a formcannot be completed without a grammar.

Defines an external DTMF grammar for Form, ina string format delimited with a semi-colonspecifying four values in the following order:

Nonetruefalse*NoURIdtmf_grammar

(DTMF Grammar)

1. The language context in which the currentgrammar should be used (optional). If omittedthe language will be the same as thepage-scoped language.

2. The language code to assign to the xml:langattribute of the parent <grammar> tag(optional) . If omitted the attribute will nothave an xml:lang attribute and the standardscoping rules apply.



The type can be left blank to use the adapterdefault or set to null to not include a type at all.If one of the optional parameters is defined, threesemi-colons must be used, even if the otherparameters are not used. For example:

• en-US;en-US;application/srgs+xml;http://IP:PORT/ mygrammar.grxml

• ;fr-FR;null;http://IP:PORT/mygrammar.grxml

• en-US;;;http://IP:PORT/mygrammar.grxml


This setting is repeatable so multiple externalgrammar sources may be specified. None of thefour settings - voice_grammar, dtmf_grammar,voice_keyword and dtmf_keypress - is required,but at least one must be specified since a formcannot be completed without a grammar.

Defines the inline voice grammar for Form, witheach configuration of this repeatable setting

Nonetruefalse*Nostringvoice_keyword

(Voice Keyword) specifying one option for the grammar. The valid


FormSettings

format is a string separated with a semi-colonspecifying four values in the following order:

1. The language context in which the currentinput should be included in the inlinegrammar (optional). If omitted the languagewill be the same as the page-scoped language.

2. The language code to assign to the xml:langattribute of the <item> tag inside the inlinegrammar (optional) . If omitted the attributewill not have an xml:lang attribute and thestandard scoping rules apply.

3. The weight of the grammar item (optional)

4. The grammar item (required)

The grammar item may either containthe input itself followed by an optionalreturn value, or just the input. If one ofthe optional parameters is defined,three semi-colons must be used, evenif the other parameters are not used.

Note

Sample configurations values are:

• en-US;en-US;0.6;news report [news]

• ;fr-FR;0.6;news report

• news report [news]

• news report

None of the four settings - voice_grammar,dtmf_grammar, voice_keyword anddtmf_keypress - is required, but at least one mustbe specified since a form cannot be completedwithout at least one grammar.

Defines the inline DTMF grammar for Form, witheach configuration of this repeatable setting

Nonetruefalse*Nocharacter(0-9, #,*)

dtmf_keypress

(DTMF Keypress) specifying one option for the grammar. The validformat is a string separated with a semi-colonspecifying three values in the following order:

1. The language context in which the currentinput should be included in the inlinegrammar (optional). If omitted the languagewill be the same as the page-scoped language.

2. The language code to assign to the xml:langattribute of the <item> tag inside the inlinegrammar (optional) . If omitted the attribute


FormSettings

will not have an xml:lang attribute and thestandard scoping rules apply.

3. A character (0-9, #, *) representing thekeypress, followed by an optional returnvalue.

The grammar item may either containthe input itself followed by an optionalreturn value, or just the input. If one ofthe optional parameters is defined, twosemi-colons must be used, even if theother parameters are not used.

Note


• en-US;en-US;1 [news]

• ;fr-FR;1

• 1 [news]

• 1

None of the four settings - voice_grammar,dtmf_grammar, voice_keyword anddtmf_keypress - is required, but at least one mustbe specified since a form cannot be completedwithout at least one grammar.

Specifies a custom inline voice grammar toactivate the help audio group. Each value of this

NonetruefalseNostringhelp_voice_keyword

(Help Voice Keyword) repeatable setting adds another valid utterance.The format is a string specifying just the utterance(for example, news report).

If this setting is configured, a custom inline voicegrammar will be generated, replacing the defaulthelp grammar used by a browser, and the customgrammar will be active only within the currentForm element.

Specifies a custom inline DTMF grammar toactivate the help audio group. Each value of this

NonetruefalseNocharacter(0-9, #,*)

help_dtmf_keypress

(Help DTMF Keypress) repeatable setting adds another valid DTMFkeypress. The format is a character (0-9, #, *)representing just the keypress.

If this setting is configured, a custom inline DTMFgrammar will be generated, and it will be activeonly within the current Form element.

Whether or not to temporarily disable all hotlinkgrammars (global or local) and universal


(Disable Hotlinks) grammars. If set to true, only the current Form


FormSettings

element grammars will be enabled for the durationof the element. Otherwise all active grammarswill be enabled.

foundation_fld - The value to assign to the VXMLfield name attribute.

foundation_fld

truetrueYesstringfield_name

(Field Name)

The name to assign to the VXML field slotattribute. If left unspecified, the field will notinclude a slot attribute.

NonetruetrueNostringslot_name

(Field Slot)

Specifies for which grammar slot the return valueshould be stored as element data. This is a

NonetruefalseNostringslot_element_data

(Slot Element Data) repeatable setting so multiple slot names can bespecified. See notes below for further details.

The maximum number of speech recognitionresults that can be generated per voice input.


(Maxnbest)

If set to true, user DTMF input for the element isconsidered secure and the attributes utterance,


(Secure Logging) interpretation, value, nbestUtteranceX andnbestInterpretationX are masked in VXML serverlogs. The format used to render secure elementattributes is to add a _secureLogging suffix. ForexamplenbestUtterance1_secureLogging,*****.

When the property is set to true the wave-form-uriof the recorded audio is submitted to VXMLserver.

falsetruetrueYesbooleanrecordutterance

Setting this property to true will enable thegeneration of randomDTMFdigits tone at randomduration while DTMF recognition is in progress.


(DTMF Overlay)

dtmf_overlaysupports only thefollowing VoiceXML Gateways, andone of these options must be selectedbefore creating or deploying the CallStudio application.

• Cisco DTMF

• VoiceXML 2.1 Cisco DTMF

Note

Time Interval (in ms) between the generation oftwo DTMF tones. The interval is a random


(DTMFOverlay Interval) number that is +/-25% of the duration that ismentioned. For example, if the durationmentionedis 1000ms, the interval will be between between750ms and 1250ms.


FormSettings

The duration mentioned must bebetween 500ms (minimum) and2000ms (maximum).

Note

• VXML 2.0-compliant browsers typically require top-level slot names in the grammar (inline or external)to match the field-level slot attribute (if it exists) or the field name attribute, in order for the field namevariable (and hence the value element data) to be defined. For inline grammars, the Form elementautomatically generates the grammar slot name to match the slot attribute (if available) or the fieldname. For custom grammars that are referenced from an external source, the application designer needsto set Field Name and Field Slot properly based on the slot name returned by the grammar.

• If a grammar returns different slots for different inputs or multiple slots per utterance, there are twoways to configure the Form element to store this data:

• Leave the slot_element_data setting empty. The Form element will create element data named“nbestInterpretationX” (where X is from 1 to the length of the n-best list) that contains a stringthat uses delimiters “+” and “:” to separate the multiple slot names from their values. For example:“+Slot1:value1+Slot2:value2...”. A developer would then need to parse this string in a subsequentelement to obtain the different slot name and value pairs.

• Configure the slot_element_data setting with the names for all the slots that can be returned.The Form element will create a new set of n-best element data to store the recognition results foreach slot listed in that setting. The element data will be named as <SLOT_ELEMENT_DATAX> (whereSLOT_ELEMENT_DATA is a string identical to the setting value and X is from 1 to the length ofthe n-best list). For example, if slot_element_data had two values city and state and there arethree n-best results triggered, then six element data in the names of city1, city2, city3, state1, state2,and state3 will be created to store each of the n-best values for the city and state slots. Note thatif n-best processing is disabled by setting the maxnbest setting to 1, then only one interpretationresult will be returned per recognition and thereby only one element data per slot (city1 and state1)will be created.


This stores the value of the VXML field name variable.stringvalue

This stores the confidence score of the captured Form utterance.Whenn-best recognition is enabled, this stores the confidence score of thetop hypothesis in the n-best list.


A separate set of element data stores the interpretation values for eachfilled slot of captured n-best utterances. While the maximum number

string<SLOT_ELEMENT_DATA1>

<SLOT_ELEMENT_DATA2> of <SLOT_ELEMENT_DATAX> values is equal to the maxnbest settingvalue, the actual number of these values available is dependent on…speech recognition at runtime, where <SLOT_ELEMENT_DATA1> holds

<SLOT_ELEMENT_DATAX*> the slot value of the top hypothesis in the n-best list and<SLOT_ELEMENT_DATAX> holds the slot value of the last hypothesis.


FormElement Data

If the slot_element_data setting is blank, these sets ofelement data will not be created.

Note





nbestUtterance2maxnbest setting value, the actual number of these values available isdetermined by speech recognition at runtime, where nbestUtterance1…







This set of element data stores the confidence scores of captured n-bestutterances. While the maximum number of nbestConfidenceXvalues



nbestConfidence1 holds the confidence score of the top hypothesisnbestConfidenceX in the n-best list and nbestConfidenceX holds the confidence score of


This set of element data stores the input modes of captured n-bestutterances. This stores the number of no input events that the browserreturned during the collection phase of the VXML field name variable.


nbestInputmode2

…

nbestInputmodeX

This stores the number of no input events that the browser returnedduring the collection phase of the VXML field name variable.

int ≥ 0collect_noinput_count

This stores the number of no match events that the browser returnedduring the collection phase of the VXML field name variable.

int ≥ 0collect_nomatch_count

* SLOT_ELEMENT_DATA is a string identical to the configuration value of the slot_element_data setting, andX is from 1 to the length of the n-best list. If more than one such value is configured, then multiple sets ofelement data using the same naming convention will be created.



FormExit States


max_nomatch


max_noinput

The caller input matched the grammar correctly.done

Audio Groups

Form Data CaptureNotesMax1Req'dName (Label)


(Initial)


(NoMatch)


(NoInput)

Played when the caller asks for help. If notspecified, help is treated as a nomatch eventby default.


(Help)


Played when the form data capture is completed,and the voice element exits with the done exitstate.



com.audium.server.voiceElement.form.Form

MFoundationForm


FormAudio Groups



Event Type


FormEvents

C H A P T E R 33Form_with_Confirm

The Form_With_Confirm voice element is used to capture and confirm input from the caller, based onapplication designer-specified grammars. The valid caller inputs can be specified either directly in the voiceelement settings (which will create an inline grammar) or with external grammar files. Information returnedby the grammar are saved in element data that then can be analyzed by developer-defined components. AForm_With_Confirm voice element can be configured to listen for voice input only, DTMF input only, orboth voice and DTMF input. In short, the Form_With_Confirm element is the most flexible of includedelements that have confirmation menus as it allows almost any custom information to be captured andconfirmed without requiring a separate voice element. If a Unified CVP or third-party voice element doesnot capture and confirm the information desired, one can always use a Form_With_Confirm element beforeembarking on constructing a custom voice element.

The Form_With_Confirm element provides support for custom control over the VoiceXML code generation.For example, the developer can decide what name to use for the VoiceXML field, whether or not to includea field-level slot attribute and how to name the slot attribute. The element also supports separate options foractivating help prompts and the ability to set modality for Form.

Multiple DTMF and speech external grammars can be referenced within a single Form_With_Confirmelement, and the application designer has the ability to specify grammar weights for speech grammars andset MIME types for both speech and DTMF grammars. Additionally, the Form_With_Confirm element canbe used to capture multiple slots, and the developer can specify for which slot(s) they want the recognitionvalues stored as element data. N-best processing can be enabled, and standard n-best results are stored inelement data and the activity log.



AllowSingleSettingValue





inputmode

(Input Mode)



(Noinput Timeout) thrown. Possible values are standard timedesignations including both a non-negativenumber and a time unit, for example, 3s(for seconds) or 3000ms (for milliseconds).Default = 5s.

The maximum number of noinput eventsallowed during form input capture. 0 =infinite noinputs allowed.

3truetrueYesint ≥ 0form_max_noinput_count

(Form Max NoInput)

The maximum number of nomatch eventsallowed during form input capture. 0 =infinite nomatches allowed.

3truetrueYesint ≥ 0form_max_nomatch_count

(Form Max NoMatch)

The maximum number of noinput eventsallowed during form input confirmation. 0= infinite noinputs allowed.


(Confirm Max NoInput)

The maximum number of nomatch eventsallowed during form input confirmation. 0= infinite nomatches allowed.


(Confirm Max NoMatch)




The confidence level threshold to use forcapture of the form data.


form_confidence_level

(Form Confidence Level)

The confidence level threshold to use forconfirmation of the form data.




Defines an external voice grammar forForm_With_Confirm, in a string format

Nonetruefalse*Nostringvoice_grammar

(Voice Grammar) delimited with semi-colons specifying fivevalues in the following order:

1. The language context in which thecurrent grammar should be used(optional). If omitted the language willbe the same as the page-scopedlanguage.

2. The language code to assign to thexml:lang attribute of the parent<grammar> tag (optional). If omitted


Form_with_ConfirmSettings

the attribute will not have an xml:langattribute and the standard scoping rulesapply.

3. The grammar weight (optional)



The type can be left blank to use theadapter default or set to ‘null’ to notinclude a type at all. If one of the optionalparameters is defined, four semi-colonsmust be used, even if the other parametersare not used. For example:

• en-US;en-US;0.6;application/srgs+xml;http://IP:PORT/mygrammar.grxml

• fr-FR;en-US;;application/srgs+xml;http://IP:PORT/mygrammar.grxml

• ;;0.6;;http://IP:PORT/mygrammar.grxml

• ;fr-FR;0.6;null;http://IP:PORT/mygrammar.grxml


This setting is repeatable so multipleexternal grammar sources may bespecified. None of the four settings -voice_grammar, dtmf_grammar,voice_keyword and dtmf_keypress - isrequired, but at least one must be specifiedsince a form cannot be completed withouta grammar.

Defines an external DTMF grammar forForm_With_Confirm, in a string format

Nonetruefalse*NoURIdtmf_grammar

(DTMF Grammar) delimitedwith a semi-colon specifying fourvalues in the following order:

1. The language context in which thecurrent grammar should be used(optional). If omitted the language willbe the same as the page-scopedlanguage.

2. The language code to assign to thexml:lang attribute of the parent<grammar> tag (optional) . If omittedthe attribute will not have an xml:lang



attribute and the standard scoping rulesapply.



The type can be left blank to use theadapter default or set to ‘null’ to notinclude a type at all. If one of the optionalparameters is defined, three semi-colonsmust be used, even if the other parametersare not used. For example:

• en-US;en-US;application/srgs+xml;http://IP:PORT/mygrammar.grxml

• ;fr-FR;null;http://IP:PORT/mygrammar.grxml

• en-US;;;http://IP:PORT/mygrammar.grxml


This setting is repeatable so multipleexternal grammar sources may bespecified. None of the four settings -voice_grammar, dtmf_grammar,voice_keyword and dtmf_keypress - isrequired, but at least one must be specifiedsince a form cannot be completed withouta grammar.

Defines the inline voice grammar forForm_With_Confirm, with each

Nonetruefalse*Nostringvoice_keyword

(Voice Keyword) configuration of this repeatable settingspecifying one option for the grammar. Thevalid format is a string separated with asemi-colon specifying four values in thefollowing order:

1. The language context in which thecurrent input should be included in theinline grammar (optional). If omittedthe language will be the same as thepage-scoped language.

2. The language code to assign to thexml:lang attribute of the <item> taginside the inline grammar (optional) .If omitted the attribute will not havean xml:lang attribute and the standardscoping rules apply.



3. The weight of the grammar item(optional)

4. The grammar item (required)

The grammar item may eithercontain the input itself followedby an optional return value, orjust the input. If one of theoptional parameters is defined,three semi-colons must beused, even if the otherparameters are not used.

Note


• en-US;en-US;0.6;news report [news]

• ;fr-FR;0.6;news report

• news report [news]

• news report

None of the four settings - voice_grammar,dtmf_grammar, voice_keyword anddtmf_keypress - is required, but at leastone must be specified since a form cannotbe completed without a grammar.

Defines the inline DTMF grammar forForm_With_Confirm, with each

Nonetruefalse*Nocharacter(0-9, #,*)

dtmf_keypress

(DTMF Keypress) configuration of this repeatable settingspecifying one option for the grammar. Thevalid format is a string separated with asemi-colon specifying three values in thefollowing order:

1. The language context in which thecurrent input should be included in theinline grammar (optional). If omittedthe language will be the same as thepage-scoped language.

2. The language code to assign to thexml:lang attribute of the <item> taginside the inline grammar. If omittedthe attribute will not have an xml:langattribute and the standard scoping rulesapply.

3. A character (0-9, #, *) representing thekeypress, followed by an optionalreturn value.



The grammar item may eithercontain the input itself followedby an optional return value, orjust the input. If one of theoptional parameters is defined,two semi-colons must be used,even if the other parameters arenot used.

Note


• en-US;en-US;1 [news]

• ;fr-FR;1

• 1 [news]

• 1

None of the four settings - voice_grammar,dtmf_grammar, voice_keyword anddtmf_keypress - is required, but at leastone must be specified since a form cannotbe completed without a grammar.

Specifies a custom inline voice grammarto activate the help audio group. Each

NonetruefalseNostringhelp_voice_keyword

(Help Voice Keyword) value of this repeatable setting addsanother valid utterance. The format is astring specifying just the utterance (forexample, news report).

If this setting is configured, a custom inlinevoice grammarwill be generated, replacingthe default help grammar used by abrowser, and the custom grammar will beactive only within the currentForm_With_Confirm element.

Specifies a custom inline DTMF grammarto activate the help audio group. Each

NonetruefalseNocharacter(0-9, #,*)

help_dtmf_keypress

(Help DTMF Keypress) value of this repeatable setting addsanother valid DTMF keypress. The formatis a character (0-9, #, *) representing justthe keypress.

If this setting is configured, a custom inlineDTMF grammar will be generated, and itwill be active only within the currentForm_With_Confirm element.



(Disable Hotlinks) universal grammars. If set to true, only thecurrent Form_With_Confirm element



grammars (including the builtin booleangrammar for confirmation) will be enabledfor the duration of the element. Otherwiseall active grammars will be enabled.

foundation_fld - The value to assign to theVXML field-level name attribute.

found

ation_fld

truetrueYesstringfield_name

(Field Name)

The name to assign to the VXMLfield-level slot attribute. If left unspecified

NonetruetrueNostringslot_name

(Field Slot) (i.e. the default value), the field will nothave a slot attribute.

Specifies for which grammar slot the returnvalue should be stored as element data.

NonetruefalseNostringslot_element_data

(Slot Element Data) This is a repeatable setting so multiple slotnames can be specified. See notes belowfor further details.



(Maxnbest)







dtmf_overlaysupports only thefollowing VoiceXMLGateways, and one of theseoptions must be selected beforecreating or deploying the CallStudio application.

• Cisco DTMF


Note



(DTMF Overlay Interval) interval is a random number that is +/-25%



of the duration that is mentioned. Forexample, if the duration mentioned is1000ms, the interval will be betweenbetween 750ms and 1250ms.


Note

• VXML 2.0-compliant browsers typically require top-level slot names in the grammar (inline or external)to match the field-level slot attribute (if it exists) or the field name attribute, in order for the field namevariable (and hence the value element data) to be defined. For inline grammars, the Form_With_Confirmelement automatically generates the grammar slot name to match the slot attribute (if available) or thefield name. For custom grammars that are referenced from an external source, the application designerneeds to set Field Name and Field Slot properly based on the slot name returned by the grammar.

• If a grammar returns different slots for different inputs or multiple slots per utterance, there are twoways to configure the Form_With_Confirm element to store this data:

• Leave the slot_element_data setting empty. The Form_With_Confirm element will create elementdata named nbestInterpretationX (where X is from 1 to the length of the n-best list) that containsa string that uses delimiters “+” and “:” to separate the multiple slot names from their values. Forexample: “+Slot1:value1+Slot2:value2...”. A developer would then need to parse this string in asubsequent element to obtain the different slot name and value pairs.

• Configure the slot_element_data setting with the names for all the slots that can be returned.The Form_With_Confirm element will create a new set of n-best element data to store the recognitionresults for each slot listed in that setting. The element data will be named as <SLOT_ELEMENT_DATAX>(where SLOT_ELEMENT_DATA is a string identical to the setting value and X is from 1 to the lengthof the n-best list). For example, if slot_element_data had two values city and state and there arethree n-best results triggered, then six element data in the names of city1, city2, city3, state1, state2,and state3 will be created to store each of the n-best values for the city and state slots.

If n-best processing is disabled by setting the maxnbest setting to 1, then only oneinterpretation result will be returned per recognition and thereby only one element dataper slot (city1 and state1) will be created.

Note


This stores the value of the VXML field name variable.stringvalue

This stores the confidence score of the captured Form_With_Confirmutterance. When n-best recognition is enabled, this stores theconfidence score of the top hypothesis in the n-best list.


A separate set of element data stores the interpretation values for eachfilled slot of captured n-best utterances. While the maximum number

string<SLOT_ELEMENT_DATA1>

<SLOT_ELEMENT_DATA2> of <SLOT_ELEMENT_DATAX> values is equal to the maxnbest setting


Form_with_ConfirmElement Data

value, the actual number of these values available is dependent onspeech recognition at runtime, where <SLOT_ELEMENT_DATA1> holds

…

<SLOT_ELEMENT_DATAX*> the slot value of the top hypothesis in the n-best list and<SLOT_ELEMENT_DATAX> holds the slot value of the last hypothesis.

If the slot_element_data setting is blank, these sets ofelement data will not be created.

Note





nbestUtterance2maxnbest setting value, the actual number of these values availableis determined by speech recognition at runtime, where…

nbestUtterance1 holds the utterance of the top hypothesis in thenbestUtteranceX n-best list and nbestUtteranceX holds the utterance of the last

hypothesis.






This set of element data stores the confidence scores of captured n-bestutterances.While the maximum number of nbestConfidenceX values


nbestConfidence2 is equal to the maxnbest setting value, the actual number of thesevalues available is determined by speech recognition at runtime, where…

nbestConfidence1 holds the confidence score of the top hypothesisnbestConfidenceX in the n-best list and nbestConfidenceX holds the confidence score

of the last hypothesis.



nbestInputmode2

…

nbestInputmodeX

This stores the number of no input events that the browser returnedduring the collection phase of the VXML field name variable.

int ≥ 0collect_noinput_count

This stores the number of no match events that the browser returnedduring the collection phase of the VXML field name variable.

int ≥ 0collect_nomatch_count

This stores the number of no input events that the browser returnedduring the confirmation phase of the VXML field name variable.

int ≥ 0confirm_noinput_count

This stores the number of no match events that the browser returnedduring the confirmation phase of the VXML field name variable.

int ≥ 0confirm_nomatch_count


Form_with_ConfirmElement Data

* “SLOT_ELEMENT_DATA” is a string identical to the configuration value of the “slot_element_data”setting, and X is from 1 to the length of the n-best list. If more than one such value is configured, thenmultiple sets of element data using the same naming convention will be created.


The maximum number of nomatch events has occurred. If the nomatch max

count is 0, this exit state will never occur.max_nomatch


max_noinput

The maximum number of disconfirm events has occurred. If the disconfirm maxcount is 0, this exit state will never occur.

max_disconfirmed

The caller input matched the grammar correctly.done

Audio Groups

Form Data CaptureNotesMax1Req'dName (Label)

Played when the voice element first begins.YesYesform_initial_audio_group

(Form Initial)

Played when a nomatch event occurs duringform data capture.

NoNoform_nomatch_audio_group

(Form NoMatch)

Played when a noinput event occurs duringform data capture.

NoNoform_noinput_audio_group

(Form NoInput)

Played when the caller asks for help duringform data capture. If not specified, help istreated as a nomatch event by default.

NoNoform_help_audio_group

(Form Help)

Form Data ConfirmNotesMax1Req'dName (Label)


Form_with_ConfirmExit States

Played after the caller enters a value,requesting the caller's confirmation of thatvalue.

YesYesconfirm_initial_audio_group

(Confirm Initial)

Played when a nomatch event occurs duringconfirmation.


(Confirm NoMatch)

Played when a noinput event occurs duringconfirmation.


(Confirm NoInput)

Played when the caller asks for help duringconfirmation.


(Confirm Help)

Playedwhen the caller disconfirms the value.NoNodisconfirmed_audio_group

(Disconfirmed)




(Yes)



MFoundationFormWithConfirm



Event Type


Form_with_ConfirmEnd


Form_with_ConfirmEvents

C H A P T E R 34FTP_Client

The FTP_Client element is used to upload a local file to one or more FTP servers. If there are multiple FTPservers specified, the file is uploaded concurrently to the FTP servers.

• Settings, on page 137• Element Data, on page 139• Exit States, on page 140• Other, on page 140• Events, on page 140

SettingsNotesValidation

EnforcedDefaultSubstitution



by CallStudio

This setting specifies the fullpathname of the file to transfer.

Must be avalid

NonetruetrueYesstringfilename

(Name of file to betransferred) Alternatively, a path relative to

the application directory can beused.

Windowsfilename.

This is the FTP server targetfilename. If a remote filename

Ifspecified,

NonetruetrueNostringremote_filename

(Remote Filename) is not specified, the remotemust be afilename will be the same as theinput filename.

validWindowsfilename.

This is the list of FTP serverhost names or IP addresses to

Mustconform

NonetruetrueYesstringftp_hosts

(FTP Server or FTPServers) transfer the file to. Each FTP

server entry may optionallyto theformat

specify a port number (defaultlisted in"Notes". port:21), username and

password in the format


Validationwill fail if

host|port|username|password.Server entries are delimited by

the a space character. You can enterpassword multiple hosts on one line oris set, but separate lines or both. If anythe field requires spaces, verticalusernameis not.

bars (|) or equals symbols (=),they may be escaped with \s, \por \e, respectively.

User name to use whentransferring the file. This value

Validationwill fail if

NonetruetrueYesstringftp_user

(Default Username) may be overridden on atheper-server basis. If left blank,"anonymous" will be assumed.

passwordfield isset whilethis fieldis not set.

This is the password to use whentransferring the file. This value

n/aNonetruetrueNostringftp_password

(Default Password) can be overridden on aper-server basis.

This is the directory on the FTPserver where to transfer the file.

Must be avalid

NonetruetrueNostringftp_path

(FTP Path) Use the forward slash as theWindowspathname. directory delimiter dir/subdir.

The directory will be created ifit does not already exist.

This setting deletes the file afterit has been successfullytransferred to all FTP Server(s).

n/atruetruetrueNobooleandelete_file_on_success

(Delete file if filetransferredsuccessfully)

Default ftp_user/ftp_password will be used if ftp_hosts setting does not include a username/password in itsdefinition.

Note

It is important to ensure that the FTP Server(s) are open for write access.Note

The file to be uploaded is assumed to be a binary file.Note


FTP_ClientSettings

If a large file is to be transferred and the network connection to the FTP servers is slow and there are multipleFTP servers, consider implementing VXML 'fetchaudio' functionality in the element before the FTP elementso that the caller does not hear silence while the FTP operation is in progress.

Note

The http client response timeout setting on the gateway must be set to accommodate the time it takes tocomplete the largest anticipated FTP file transfer. If an FTP file transfer takes longer than the configuredduration in seconds for http client response timeout, the FTP transfer will complete correctly, but the call willdrop as soon as the configured timeout duration is met.

Note

Element DataElement data is created only when the exit state setting is not done. If the exit state is done, no elementdata is created.

NotesTypeName

One or more space delimited host names or IP addresses of Server(s) wherethe input file was not successfully transferred. This data is created only ifthe exit state is not done.

stringfailed_servers

One or more space delimited reason codes indicating why a file was notsuccessfully transferred:

stringfailed_server_reasons

• connection_error: There was an error connecting to the FTP server.This may be caused by an invalid or blocked port.

• extraneous_data: There were extra fields for a given server in theftp_hosts setting.

• invalid_filename: The name of the file to transfer is invalid or thefile doesn't exist.

• invalid_port: The port for an FTP server is invalid.

• missing_username: The password for an FTP server was specified,but the username was left blank. They must either both be specified orboth left blank.

• unknown: An unknown error has occurred.

• unknown_host: An FTP server could not be reached. Possible reasonsinclude an incorrect hostname or network connectivity problems. Athree-digit number: An FTP server sent back an unexpected reply code.Additional information will appear in the error log.

• A three-digit number:An FTP server sent back an unexpected replycode. Additional information will appear in the error log.


FTP_ClientElement Data

• A Java exception:An unexpected exceptionwas handled. Additionalinformation will appear in the error log.

Number of failed FTP transfers. This data is created only if the exit state isnot done.

stringfailed_servers_count


This exit state is used if an error occurred and the file was not transferred to anyFTP Server(s).

error

This exit state is used when not all FTP transfers were successful.partial_success

This exit state means the file was successfully transferred to all FTP Server(s).done

OtherStudio Element Folder: Integration

Class Name: com.cisco.cvp.vxml.custelem.FTP





FTP_ClientExit States

C H A P T E R 35Math

The Math action element is used to evaluate basic mathematical expressions. The mathematical expressionis composed of operators and functions in the form of a string which is passed as a setting to the element,parsed and evaluated at runtime. The result is a double value stored as a string in either element data orsession data. All common arithmetic operators are supported. Boolean operators are also fully supported.Boolean expressions are evaluated to be either 1.0 or 0.0 (true or false respectively).

• Examples, on page 141• Settings, on page 141• Operators and Functions, on page 142• Element Data, on page 143• Session Data, on page 143• Exit States, on page 143• Folder and Class Information, on page 143• Events, on page 143

ExamplesExpression: {Data.Session.myNumber} ==4

Expression: sqrt(16)

Result: 4.0

Expression: 2 * 4

Result: 8.0Result: 1.0




This setting specifies the type of datathat will store the result of the

ElementfalsetrueYesstringenum

Type

(Type) mathematical expression. Possiblevalues are: Element | Session. Default= Element.


This setting specifies the name toassign to the data that will store theresult of the mathematical expression.

NonetruetrueYesstringName

(Name)

This setting specifies themathematicalexpression to parse and evaluate. For

NonetruetrueYesstringExpression

(Expression) supported operators and functions seetables below.

Operators and FunctionsSyntaxFunction NameOperatorOperator Name

sin(x)Sine^Power

cos(x)Cosine!Boolean Not

tan(x)Tangent+x, -xUnary Plus, Unary Minus

asin(x)Arc Sine%Modulus

acos(x)Arc Cosine/Division

atan(x)Arc Tangent*Multiplication

atan2(y, x)Arc Tangent (with 2 parameters)+, -Addition, Subtraction

sinh(x)Hyperbolic Sine<=, >=Less or Equal, More or Equal

cosh(x)Hyperbolic Cosine<, >Less Than, Greater Than

tanh(x)Hyperbolic Tangent!=, ==Not Equal, Equal

asinh(x)Inverse Hyperbolic Sine&&Boolean And

acosh(x)Inverse Hyperbolic Cosine||Boolean Or

atanh(x)Inverse Hyperbolic Tangent

ln(x)Natural Logarithm

log(x)Logarithm base 10

exp(x)Exponential

abs()Absolute Value / Magnitude

mod()Modulus

sqrt()Square Root

sum()Sum

if()If


MathOperators and Functions

Element DataElement data is created only when the type setting is set to Element. In all other cases, no element data iscreated.

NotesTypeName

The result of the mathematical expression.string[value of setting “name”]

Session DataSession data is created only when the type setting is set to Session. In all other cases, no session data iscreated.

NotesTypeName

The result of the mathematical expression.string[value of setting “name”]


The mathematical expression was evaluated and the result was stored as eitherelement data or session data.

done


com.audium.server.action.math.MathActionMath




MathElement Data



MathEvents

C H A P T E R 36Local Variables

• Set Value Element, on page 145• Change Implementation Order of Local Variables, on page 145

Set Value ElementThe Set Value element allows you to define and assign values to local variables. It supports basic mathematicaloperation, string operation, and Java script. The Set Value element allows you to specify a Java script whichdoes the required programming in the application. The Java script allows substitution of other element data.The evaluation result of Java script is stored in the variable specified in the Settings tab. The scope of thelocal variable is restricted to a particular subflow or main flow in which it is defined and is not available inanother subflow or main flow.

You can perform the following operations on local variables:

• Add Variable

• Delete Variable

• Update Variable

• Move Variable

The Settings tab does not display theDelete Variable andUpdate Variable options when you add a variablefor the first time.

Note

Change Implementation Order of Local VariablesCisco Unified Call Studio allows you to select and move the local variables up and down on the Settings tabto change the order in which they are implemented. The implementation order of local variables will be sameas the order as defined in the Settings tab.

Follow these steps to change the implementation order of local variables in the Settings tab.


Procedure

Step 1 On the Settings tab, right-click the local variable you want to move up or down and chooseMark Variable.Step 2 Choose the location where you want to move the marked local variable, right-click and chooseMoveVariable.


Local VariablesChange Implementation Order of Local Variables

C H A P T E R 37Menu Support for 2_Option_Menu Through10_Option_Menu

These voice elements define menus that support from 2 to 10 options. The Menu voice elements are similarto the Form voice element, however the number of choices is fixed and all grammars are defined in the voiceelement itself. Additionally, there is an exit state for each option, therefore the captured value does not haveto be analyzed afterwards to determine the next dialog in the call flow. UseMenu elements when the situationdefines a fixed number of choices where each choice does something different in the call flow.

Because the number of exit states is fixed for a voice element, there are separate voice elements for Menuvoice elements with 2 to10 options. For each additional option, three additional settings are added to handlethe spoken keyword, DTMF entry, and interpretation value for each option. The audio groups and elementdata saved are the same for all Menu voice elements.

Each option must be assigned an interpretation value that the element will return as element data namedvalue when any of the keywords or DTMF key presses assigned to that option are captured. The elementvariable (value) will contain the same value regardless of the input mode (speech or DTMF).

The audio groups are identical to those of the Form voice element. The done_audio_group group may beused for a message that is to be played regardless of what option is chosen. If you require an option specificmessage, use an Audio voice element after the particular choice is made and do not configure adone_audio_group

• Settings, on page 147• Element Data, on page 150• Exit States, on page 150• Audio Groups, on page 151• Folder and Class Information, on page 151




The maximum time allowed for silenceor no keypress before a noinput event is


(Noinput Timeout)


thrown. Possible values are standard timedesignations including both anon-negative number and a time unit, forexample, 3s (for seconds) or 3000ms (formilliseconds). Default = 5s.

The maximum number of noinput eventsallowed during input capture. 0 = infinitenoinputs allowed.


(Max NoInputCount)

Themaximum number of nomatch eventsallowed during input capture. 0 = infinitenomatches allowed.


(Max NoMatchCount)

The confidence level threshold to use.0.40truetrueYesdecimal(0.0 to1.0)

confidence_level

(Confidence Level)



(Disable Hotlinks) universal grammars. If set to true, onlythe grammars of the currentX_Option_Menu element will be enabledfor the duration of the element. Otherwiseall active grammars will be enabled.

This setting defines the DTMF grammarthat can be used to select the menu

NonetruetrueNoCharacter(0-9, #,*)

optionX_dtmf

(Option X DTMF)optionX. The valid format is a stringseparated with a semi-colon specifyingtwo values in this order:

1. The language context in which thecurrent input should be included inthe menu grammar (optional). Ifomitted the language used will be thesame as the page-scoped language.

2. The dtmf keypress or keypresses thatis included in the menu DTMFgrammar (required)


• en-US;1

• 1

Additional optionX_dtmf settings maybe used to define multiple dtmfkeypresses corresponding to the samereturn value.


Menu Support for 2_Option_Menu Through 10_Option_MenuSettings

At minimum, one of the twosettings: optionX_dtmf oroptionX_voice must bespecified.

Note

Keypresses are currentlylimited to single digits.

Note

This setting defines the voice grammarthat can be used to select the menu

NonetruetrueNostringoptionX_voice

(Option X Voice)optionX. Each configuration of thissetting specifies an option for thegrammar. The valid format is a stringseparated with semi-colons specifyingthree values in this order:

1. The language context in which thecurrent input should be included inthe menu grammar (optional). Ifomitted the language used will be thesame as the page-scoped language.

2. exact or approximate (optional) forthe accept attribute value, where ifexact, the spoken utterance mustmatch the expected value exactly; andwhere if approximate, the spokenutterance may match one of severalwords

3. The voice keyword or keywords(required) that is included in themenuvoice grammar.

If one of the optional parameters isdefined, two semi-colons must be used,even if the other parameter is not used.Sample configuration values are:

• en-US;exact;news report

• ;approximate;news report

• fr-FR;;news report

• news report

Additional optionX_voice settings maybe used to define multiple matching voicekeywords corresponding to the samereturn value.


Menu Support for 2_Option_Menu Through 10_Option_MenuSettings

At the minimum, one of thetwo settings: optionX_dtmf oroptionX_voicemust bespecified.

Note

The value to be stored in the element datavalue for this voice element when thecaller selects optionX.

NonetruefalseYesstringoptionX_value

(Option X Value)

Only a single value is allowedfor each option.

Note

Where X is 2 – 10 as applicable.

Some voice browsers may not support menu options using * or #.


The value associated with the keyword or DTMF keypressinputted by the caller is stored in this variable.

stringvalue

This is the confidence value of the matched utterance.floatvalue_confidence


The maximum number of nomatch events has occurred. If themax_nomatch_count is 0, this exit state will never occur.

max_nomatch

The maximum number of noinput events has occurred. If themax_noinput_count is 0, this exit state will never occur.

max_noinput

The utterance or DTMF entry matched optionX.optionX

Where X is 2 – 10 as applicable.

Each option can react on just a spoken keyword, just DTMF keypresses, or both, but at least onemethod must be specified or an error will be reported.

Note

All options in the menu must have a consistent input mode. For example, a menu cannot beconfigured so that option 1 is chosen through both voice and DTMF but option 2 is chosen onlythrough voice.

Note

There are no menus with more than 10 options. In cases where more are needed, use a Form voiceelement.

Note


Menu Support for 2_Option_Menu Through 10_Option_MenuElement Data

Audio Groups

Menu Option CaptureNotesMax1Req'dName (Label)


(Initial)


(NoMatch)


(NoInput)

Played when the caller asked for help. If notspecified, by default help is treated as anomatch.


(Help)


Played when the voice element completesany of the option exit states.



com.audium.server.voiceElement.menu.MFoundationXOptionMenuMenu


Menu Support for 2_Option_Menu Through 10_Option_MenuAudio Groups


Menu Support for 2_Option_Menu Through 10_Option_MenuFolder and Class Information

C H A P T E R 38Number

The Number voice element captures a number input from the caller. The number can be spoken or enteredusing the keypad. The resulting value will be stored in element data as a decimal value. The number can benegative or positive and can contain a decimal point. Using DTMF entry the number is restricted to beingpositive and the decimal point is entered by pressing the * key. Using speech input, the number may bespoken naturally.

You cannot use the * character to represent a decimal point in the Number voice element, if youhave defined it as a termchar in the Root Doc Settings.

Note







inputmode

(Input Mode)


5etruetrueYesstringnoinput_timeout

(Noinput Timeout) thrown. Possible values are standard timedesignations including both a non-negativenumber and a time unit, for example, 3s(for seconds) or 3000ms (formilliseconds). Default = 5s.


The maximum number of noinput eventsallowed during number input capture. 0 =infinite noinputs allowed.


(Number Max NoInputCount)

The maximum number of nomatch eventsallowed during number input capture. 0 =infinite nomatches allowed.


(Number Max NoMatchCount)

The confidence level threshold to useduring number capture.


number_confidence_level

(Number ConfidenceLevel)



(Disable Hotlinks) universal grammars. If set to true, only thegrammars of the current Number elementwill be enabled for the duration of theelement. Otherwise all active grammarswill be enabled.






(Maxnbest)





• Cisco DTMF


Note


NumberSettings





Note

Refer to the Element Data table for information about nbestUtteranceX and nbestInterpretationX


The number captured and stored as a whole or decimal number withan optional minus sign.

stringValue







nbestUtterance2maxnbest setting value, the actual number of these values available isdetermined by speech recognition at runtime, where nbestUtterance1…




nbestInterpretation2 values is equal to the maxnbest setting value, the actual number ofthese values available is determined by speech recognition at runtime,…where nbestInterpretation1 holds the interpretation of the top

nbestInterpretationX hypothesis in the n-best list and nbestInterpretationX holds theinterpretation of the last hypothesis.




nbestConfidence1 holds the confidence score of the top hypothesisnbestConfidenceX


NumberElement Data

in the n-best list and nbestConfidenceX holds the confidence score ofthe last hypothesis.



nbestInputmode2

…

nbestInputmodeX



max_nomatch


max_noinput

The number capture was completed.done

If the number to be captured is a positive whole number and the input is via DTMF, the number can be enteredusing this voice element or the Digits voice element.

Note

Audio Groups

Number CaptureNotesMax1Req'dName (Label)

Playedwhen the voice element first begins.YesYesnumber_initial_audio_group

(Number Initial)

Played when a nomatch event occurs.NoNonumber_nomatch_audio_group

(Number NoMatch)

Played when a noinput event occurs.NoNonumber_noinput_audio_group

(Number NoInput)

Played when the caller asked for help. Ifnot specified, by default help is treated asa nomatch.

NoNonumber_help_audio_group

(Number Help)


NumberExit States


Played when the number capture is completedand the voice element exits with the done exitstate.


(Done)


com.audium.server.voiceElement.Number Capture

number.MBasicNumber



Event Type


NumberEnd


NumberEvents

C H A P T E R 39Number_with_Confirm

The Number_With_Confirm voice element captures a standard number, and presents a confirmation menuallowing the caller to either accept their entry or re-enter the number. The number can be spoken or enteredusing the keypad. The resulting value will be stored in element data as a decimal value. The number can benegative or positive and can contain a decimal point. Using DTMF entry, however, the number is restrictedto being positive and the decimal point is entered by pressing the * key. Using speech input, the numbermay be spoken naturally.

• Events, on page 159• Settings, on page 159• Element Data, on page 161• Exit States, on page 162• Audio Groups, on page 163• Folder and Class Information, on page 164



Event Type






inputmode

(Input Mode)



(Noinput Timeout)


thrown. Possible values are standard timedesignations including both a non-negativenumber and a time unit, for example, 3s(for seconds) or 3000ms (formilliseconds). Default = 5s.

The maximum number of noinput eventsallowed during number input capture. 0 =infinite noinputs allowed.

3truetrueYesint ≥ 0number_max_noinput_count

(Number Max NoInputCount)

The maximum number of nomatch eventsallowed during number input capture. 0 =infinite nomatches allowed.

3truetrueYesint ≥ 0number_max_nomatch_count

(Number Max NoMatchCount)

The maximum number of noinput eventsallowed during number input


(Confirm Max NoInputCount) confirmation. 0 = infinite noinputs

allowed.

The maximum number of nomatch eventsallowed during number input


(Confirm Max NoMatchCount) confirmation. 0 = infinite nomatches

allowed.




The confidence level threshold to useduring number capture.


number_confidence_level

(Number Confidence Level)





If set to true, only the grammars of thecurrent Number_With_Confirm element


(Disable Hotlinks) (the builtin number and booleangrammars) will be enabled for the durationof the element. Otherwise all activegrammars will be enabled.



(Secure Logging) attributes utterance, interpretation, value,nbestUtteranceX andnbestInterpretationX are masked inVXML server logs. The format used torender secure element attributes is to adda _secureLogging suffix. For examplenbestUtterance1_secureLogging,*****.


Number_with_ConfirmSettings



(Maxnbest)





• Cisco DTMF


Note





Note

Refer to the Element Data table for information about nbestUtteraceX and nbestInterpretationX.



stringValue

This is the confidence value of the captured number utterance. Whenn-best recognition is enabled, this stores the confidence score of thetop hypothesis in the n-best list.






Number_with_ConfirmElement Data



nbestUtterance2 maxnbest setting value, the actual number of these values available isdetermined by speech recognition at runtime, where nbestUtterance1…










nbestConfidence1 holds the confidence score of the top hypothesis innbestConfidenceX the n-best list and nbestConfidenceX holds the confidence score of




nbestInputmode2

…

nbestInputmodeX



max_nomatch


max_noinput

Themaximum number of disconfirmations has occurred. If themax disconfirmedcount is set to 0, this exit state will never occur.

max_disconfirmed

The number captured was confirmed.done

If the number to be captured is a positive whole number and the input is via DTMF, the numbercan be entered using this voice element or the Digits_With_Confirm voice element.

Note


Number_with_ConfirmExit States

Audio Groups

Number CaptureNotesMax1Req'dName (Label)

Played when the voice element first begins.YesYesnumber_initial_audio_group

(Number Initial)

Played when a nomatch event occurs duringnumber capture.

NoNonumber_nomatch_audio_group

(Number NoMatch)

Played when a noinput event occurs duringnumber capture.

NoNonumber_noinput_audio_group

(Number NoInput)

Played when the caller asks for help duringnumber capture. If not specified, by defaulthelp is treated as a nomatch.

NoNonumber_help_audio_group

(Number Help)

Number ConfirmNotesMax1Req'dName (Label)


(Confirm Initial)

Played when a nomatch event occurs duringconfirmation. The nomatch event countcorresponds to the audio group count.


(Confirm NoMatch)

Played when a noinput event occurs duringconfirmation. The noinput event countcorresponds to the audio group count.


(Confirm NoInput)

Played when a help event occurs duringconfirmation. The help event count corresponds


(Confirm Help) to the audio group count. If not specified, helpthrows a nomatch by default.

Played after the caller disconfirms a capturednumber entry.


(Disconfirmed)


Number_with_ConfirmAudio Groups




(Yes)


com.audium.server.voiceElement.number.Number Capture

MBasicNumberWithConfirm


Number_with_ConfirmEnd

C H A P T E R 40Phone

The Phone voice element captures a phone number input from the caller. The phone number can be spokenor entered using the keypad. The captured value will be stored in element data as a string. The string maycontain a number of digits and an optional character “x” to indicate a phone number with an extension. Usingspeech input, the entire phone number (including the extension) may be spoken in natural language. UsingDTMF entry, the caller can enter an extension by pressing the * keypress followed by the extension.







inputmode

(Input Mode)




The maximum number of noinput eventsallowed during phone input capture. 0 =infinite noinputs allowed.


(Phone Max NoInputCount)


The maximum number of nomatch eventsallowed during phone input capture. 0 =infinite nomatches allowed.


(Phone Max NoMatchCount)

The confidence level threshold to useduring phone capture.



(Phone Confidence Level)

If set to true, only the grammars of thecurrent Phone element will be enabled for








(Maxnbest)




stringValue







nbestUtterance2maxnbest setting value, the actual number of these values availableis determined by speech recognition at runtime, where…nbestUtterance1 holds the utterance of the top hypothesis in thenbestUtteranceX


PhoneElement Data

n-best list and nbestUtteranceX holds the utterance of the lasthypothesis.




This set of element data stores the confidence scores of capturedn-best utterances.While themaximumnumber of nbestConfidenceX





nbestInputmode2

…

nbestInputmodeX



max_nomatch

Themaximum number of noinput events has occurred. If the noinput max countis 0, this exit state will never occur.

max_noinput

The phone number capture was completed.done

Audio Groups

Phone CaptureNotesMax1Req'dName (Label)

Played when the voice element firstbegins.

YesYescollect_initial_audio_group

(Phone Initial)


PhoneExit States

Played when a noinput event occurs.NoNocollect_noinput_audio_group

(Phone NoInput)

Played when a nomatch event occurs.NoNocollect_nomatch_audio_group

(Phone NoMatch)

Played when the caller asked for help. Ifnot specified, help is treated as a nomatchby default.


(Phone Help)


Played after phone capture iscompleted.


(Done)


com.audium.server.voiceElement.phone.MBasicPhoneNumber Capture



Event Type


PhoneEnd

C H A P T E R 41Phone_With_Confirm

The Phone_With_Confirm voice element captures a phone number input from the caller, and presents aconfirmation menu allowing the caller to either accept their entry or re-enter the phone number. The phonenumber can be spoken or entered using the keypad. The captured value will be stored in element data as astring. The string may contain a number of digits and an optional character “x” to indicate a phone numberwith an extension. Using speech input, the entire phone number (including the extension) may be spoken innatural language. Using DTMF entry, the caller can enter an extension by pressing the * keypress followedby the extension.







inputmode

(Input Mode)




The maximum number of noinput eventsallowed during phone input capture. 0 =infinite noinputs allowed.


(Phone Max NoInput Count)


The maximum number of nomatch eventsallowed during phone input capture. 0 =infinite nomatches allowed.


(PhoneMaxNoMatchCount)

The maximum number of noinput eventsallowed during phone input confirmation.0 = infinite noinputs allowed.



The maximum number of nomatch eventsallowed during phone input confirmation.0 = infinite nomatches allowed.






The confidence level threshold to useduring phone capture.



(Phone Confidence Level)





If set to true, only the grammars of thecurrent Phone_With_Confirm element (the

falsetruetrueYesbooleanModal

(Disable Hotlinks) builtin phone and boolean grammars) willbe enabled for the duration of the element.Otherwise all active grammars will beenabled.





1truetrueYesint ≥ 1Maxnbest

(Maxnbest)

Refer to the Element Data table that follows for information about nbestUtteranceX and nbestInterpretationX.


Phone_With_ConfirmSettings



stringValue







nbestUtterance2maxnbest setting value, the actual number of these values availableis determined by speech recognition at runtime, where…nbestUtterance1 holds the utterance of the top hypothesis in thenbestUtteranceX n-best list and nbestUtteranceX holds the utterance of the lasthypothesis.









nbestInputmode2

…

nbestInputmodeX



Phone_With_ConfirmElement Data


max_nomatch


max_noinput


max_disconfirmed

The phone number captured was confirmed.done

Audio Groups

Phone CaptureNotesMax1Req'dName (Label)


YesYescollect_initial_audio_group

(Phone Initial)

Played when a noinput event occurs.NoNocollect_noinput_audio_group

(Phone NoInput)

Played when a nomatch event occurs.NoNocollect_nomatch_audio_group

(Phone NoMatch)

Played when the caller asked for help. Ifnot specified, help is treated as a nomatchby default.


(Phone Help)

Phone ConfirmNotesMax1Req'dName (Label)


(Confirm Initial)



(Confirm NoInput)

Played when a nomatch event occurs duringconfirmation. The nomatch event countcorresponds to the audio group count.


(Confirm NoMatch)


Phone_With_ConfirmAudio Groups

Played when a help event occurs duringconfirmation. The help event count corresponds tothe audio group count.


(Confirm Help)

Played after the caller disconfirms a captured phoneentry. Upon reaching the


(Disconfirmed)max_disconfirmed_count, the prompt contentshould be about exitingwith the max_disconfirmedexit state.




(Yes)


com.audium.server.voiceElement.phone.MBasicPhoneWithConfirmNumber Capture



Event Type


Phone_With_ConfirmEnd


Phone_With_ConfirmEvents

C H A P T E R 42POD_Add

Use the POD_Add custom action element to create Piece of Data (POD). You can associate the POD with acustomer by using the Customer ID field. The contributor of the POD is the VXML Server hostname.

If the POD_Add element execution is successful, the customer's phone number is automaticallypopulated in the Context_POD_Source_Phone data element.

Note

• Settings, on page 175• Element Data, on page 176• Session Data, on page 176• Exit States, on page 177• Events, on page 177




The customeridentification number.

NonetruetrueNostringCustomer ID

A comma-separatedlist of tags to beassociated with thePOD.

NonetruetrueNostringTags

A comma-separatedlist of fieldsets. Afieldset is a groupingof related dataelements.

NonetruetrueYesstringField Sets



Single SettingValue


User-defined dataelement that containsdata about a POD.

To add additional dataelements. perform thefollowing steps:

1. Right-click

Field Sets settingname or the areabelow.

2. Choose AddData Element.

You can add, delete,or update the dataelements by usingthese options:

• Add DataElement

• Delete DataElement

• Update Name

NonetruefalseNostring<DATA_ELEMENT>


Contains the unique ID for the POD that was created.stringpod_id

Session DataNotesTypeName

Contains the unique ID for the POD if the POD creation is successful.stringPodId

When a subdialog returns, IVR subsystem populates the POD.ID ECCvariable with PodId. The Call Server sends the POD.ID ECC variable toUnified ICM.


POD_AddElement Data


The custom action element is added.done





POD_AddExit States


POD_AddEvents

C H A P T E R 43POD_Read

Use the POD_Read element to read PODs that were created for a customer.

• Settings, on page 179• Element Data, on page 180• Exit States, on page 180• Events, on page 180




This is amandatoryfield.

User canselect the typeof id that isused forsearching thePOD.

CustomerFalseTrueYesStringID Type

This is amandatoryfield.

User canspecify the IDto search thePOD with.

NoneTrueTrueYesStringID



Contains the Context_Notes data elementassociated with the POD.

stringcontext_notes

Contains the Context_POD_Activity_Link dataelement associated with the POD.

stringcontext_pod_activity_link

Contains the Context_POD_Source_Cust_Namedata element associated with the POD.

stringcontext_pod_source_cust_name

Contains the Context_POD_Source_Email dataelement associated with the POD.

stringcontext_pod_source_email

Contains the Context_POD_Source_Phone dataelement associated with the POD.

stringcontext_pod_source_phone

Contains the mediaType associated with the POD.stringmedia_type

In case of a POD_Read by Customer ID, theremight be multiple PODs matching the searchcriteria. In that case, this contains the POD ID ofthe last updated POD.

stringpod_id

Contains details of all the PODs that match thesearch criteria in JSON format.

stringsearch_result_as_json

Contains the state of the POD.stringstate

Contains the tags associated with the POD.Multiple tags are separated by spaces.

stringtags


The element execution is complete and the read POD operation is successful.done




POD_ReadElement Data



POD_ReadEvents


POD_ReadEvents

C H A P T E R 44POD_Update

Use the POD_Update custom action element to update a POD. You can update a POD by providing the pod_id.The update contributor of the POD is the VXML Server hostname.

If you update the tags, fieldsets, or user-defined data elements with new values, the new values are appended.

• Settings, on page 183• Element Data, on page 184• Exit States, on page 184• Events, on page 184




The unique ID for thePOD.

NoneTrueTrueYesStringPOD ID

An optional setting, toupdate the Customer IDin the POD_Updateelement.

NoneTrueTrueNoStringCustomer ID

A comma-separated listof tags to be associatedwith the POD.

NoneTrueTrueNoStringTags

A comma-separated listof fieldsets. A fieldset isa grouping of related dataelements.

NoneTrueTrueNoStringField Sets



Single SettingValue


User-defined data elementthat contains data about aPOD.

To add more dataelements, perform thefollowing steps:

1. Right-click

Field Sets settingname or thesurrounding area.

2. Choose Add DataElement.

You can add, delete, orupdate the data elementsby using these options:

• Add Data Element

• Delete DataElement

• Update Name

NoneTrueFalseNoString<DATA_ELEMENT>


Contains the unique ID for the POD that was updated.stringpod_id


The custom action element is updated.done




POD_UpdateElement Data



POD_UpdateEvents


POD_UpdateEvents

C H A P T E R 45Record

The Record voice element makes a recording of the caller's voice. A prompt is played to the caller then thevoice element records the caller’s voice until a termination key is inputted, the recording time limit has beenreached, or (if the configuration specifies so) the caller hung up. An audio cue (beep) may be activated tosignal to the caller that the system is ready to record the caller’s voice. Different voice browsers may havevarying default maximum lengths for voice recording.

The recording is sent to the Record element by the voice browser and is stored in an audio file in the locationspecified by the developer. Any pre-existing file with the same name will be overwritten. The element canbe configured to produce a non-repeating filename so all recordings can be retained. The format for thisfilename is audioNR.wav where N is the number of milliseconds since midnight January 1, 1970 (GMT)and R is a random number between 1 to 1000. All recordings are saved in the WAV format.





The maximum time allowed forsilence or no keypress before a


(Noinput Timeout) noinput event is thrown. Possiblevalues are standard timedesignations including both anon-negative number and a timeunit, for example, 3s (for seconds)or 3000ms (for milliseconds).Default = 5s.


The maximum number of noinputevents allowed during input capture.0 = infinite noinputs allowed.


(Max NoInput Count)

Whether or not to play a beep beforerecording begins.

truetruetrueYesbooleanstart_with_beep

(Start With Beep)

Whether or not the caller can end therecording by pressing a touchtonekey.

truetruetrueYesbooleanterminate_on_dtmf

(Terminate On DTMF)

Whether or not the recording isstored if the caller hung up while

falsetruetrueYesbooleankeep_recording_on_hangup

(Keep Recording OnHangup) making the recording. Default =

false

The maximum time (in seconds) therecording is allowed to last. Possible

180struetrueYesstringmax_record_time

(Max Record Time) values are standard timedesignations including a positiveinteger followed by s (for seconds),for example, 30s. Default = 180s.

Special considerationmust be taken for the "ivrrecord memory session"setting on the gatewayand the configured valuesfor the "Max RecordTime" settings in theRecord element.Depending on thecombination of thesesettings, a caller mayexhaust all availablememory on the gatewayfor their session. Atwhich point the gatewaywill drop the call.

Note


RecordSettings

To prevent calls frombeing dropped whileusing the Recordelement, the followingformula should beadhered to: "Max RecordTime" in seconds * audiocodec bitrate inkilobytes/second < "ivrrecord memory session"setting, in kilobytes.Testing should be doneby increasing values forthe gateway's "ivr recordmemory session" settinguntil an acceptableamount of recorded audiois accepted withoutexhausting the gateway’ssessionmemory (droppedcalls).

Note

The interval of silence (in secondsor milliseconds) that indicates the

4struetrueYesstringfinal_silence

(Final Silence) end of speech. Possible values arestandard time designations includingboth a positive integer and a timeunit identifier, for example, 3s (for3 seconds) or 300ms (for 300milliseconds). Default = 4s.

For silence detection towork, you must enableVoice Activity Detection(VAD) in the gatewaydial-peers. Manuallyremove NO VAD fromthe configuration scriptand replace it with VAD.

Note

CUBE does not supportsilence detection.

Note

The filename of the recording(without extension). If left blank, an

NonetruetrueNostringfilename

(Filename) auto-generated filename will beused.

This specifies the audio type of thefile that will hold the recording.

wavtruetrueYesstringenum

file_type

(File Type) Possible values are: wav | vox | au |other.


RecordSettings

This specifies the MIME type of thefile that will hold the recording, iffile_type is set to other.

NonetruetrueYesstringmime_type

(Mime Type)

This specifies the file extension touse for the recorded file. A file

NonetruetrueNostringfile_extension

(File Extension) extension different from the file typecan be used. For example, with amime type of vox, the file extensioncould be set to ulaw.

The path to the file that will hold therecording. Either the path, ftp host,or both must be specified.

NonetruetrueNostringpath

(Path)

The domain name of the host to ftpthe recording. Either the path, ftphost, or both must be specified.

NonetruetrueNostringftp_host

(FTP Host)

Whether or not to enable Secure FileTransfer protocol (SFTP). Default =


(Secure) false, indicates file transfer happensover FTP by default.

The user name to use while FTPingthe recording, if ftp_host is set.


(FTP User)

The password to use while FTPingthe recording, if ftp_host is set.

NonetruetrueYesstringftp_password

(FTP Password)

The directory in which to FTP therecording, if ftp_host is set.


(FTP Path)

Whether or not the FTP is to beperformed in the background, ifftp_host is set.

truetruetrueYesbooleanftp_in_background

(FTP In Background)


RecordSettings

For recording, use these procedures:

• Nomatch events cannot be thstrown in this voice element. Since all audio is recorded (exceptDTMF key presses), there is no reaction on spoken commands (including hotlinks).

• A noinput event is possible if the voice browser detects no audio once recording has started.If the input timeout has been reached, the noinput event is thrown.

• The path setting does not require a trailing slash. The voice element will determine theappropriate destination. The path may be specified in operating system specific format (forexample, on Windows it might be specified as C:\directory\subdirectory\ and on UNIX itmight be /usr/local/directory/).

• For a recording to be stored, you can choose either to store it locally or remotely. For locallyon the VXML server itself, configure only the filename (myfile) and the path(c:/recordings/). For remotely on a ftp server, configure the filename (myfile) and theFTP details such as: host, user, path, and password. Once your record element is configured,determine the url to access the recording from an external system. Run a simple test byplaying the recording from your web browser. Make use of the url:http://<ftpserver>/<ftppath>/filename . Find the correct path to play the audio file and usethe same url in the audio element settings.

• If terminate_on_DTMF is false or off, recording will stop only after the voice browser reachesthe input timeout.

• Some voice browsers may not accept all options provided for the file_type and mime_typesettings. Check your voice browser documentation for information on supported audio types.

• It is important to ensure that VXML Server has permission to save audio files to the specifiedpath.

• VVB silence detection while recording is not supported currently.

Note


This stores the filename of the recording (without the path).stringfilename

This stores the path to the file holding the recording(including the filename).

stringfilepath

This stores a true if the caller hung up while making therecording, false if not.

booleanhungUpWhileRecording


The maximum number of noinput events has occurred. If the max_noinputcount is 0, this exit state will never occur.

max_noinput

The message was recorded.done


RecordElement Data

Audio Groups

Record CaptureNotesMax1Req'dName (Label)



(Initial)


(No Input)


com.audium.server.voiceElement.record.MRecordRecord



Event Handler


RecordAudio Groups

C H A P T E R 46Record_With_Confirm

The Record_With_Confirm voice element combines the functionality of the Record voice element with thatof the MenuYesNo voice element. The voice element records the caller’s voice, then prompts the caller toconfirm that the recording is acceptable. The caller can then accept or reject the confirmation or ask to havethe message replayed. If the caller accepts the recording, the voice element saves the file just as the Recordvoice element does. This voice element contains all settings and audio groups from both the Record andMenuYesNo voice elements, however audio groups that are found in both voice elements (nomatch, noinput,and help) are now named differently for them to be distinguished.





The type of entry allowed for inputduring confirmation. Possible valuesare: voice | dtmf | both.

bothtruetrueYesstringenum

inputmode

(Input Mode)



(Noinput Timeout) noinput event is thrown. Possiblevalues are standard time designationsincluding both a non-negative numberand a time unit, for example, 3s (forseconds) or 3000ms (formilliseconds). Default = 5s.


The maximum number of noinputevents allowed during input capture.0 = infinite noinputs allowed.

3truetrueYesint ≥ 0record_max_noinput_count

(RecordMaxNoInput Count)

The maximum number of noinputevents allowed during confirmation.0 = infinite noinputs allowed.



The maximum number of nomatchevents allowed during confirmation.0 = infinite nomatches allowed.



The maximum number of times acaller is allowed to reject a recording.0 = infinite disconfirmations allowed.



Special considerationmustbe taken for the "ivr recordmemory session" settingon the gateway: Each timea caller "disconfirms" arecording made whileusing theRecord_With_Confirmelement, the disaffirmedrecording(s) remain inmemory on the gateway.Depending on the "ivrrecord memory session"setting on the gateway andthe configured values forthe "Max DisconfirmedCount" and "Max RecordTime" settings in theRecord_With_Confirmelement, a caller mayexhaust all availablememory on the gatewayfor their session. At whichpoint the gateway willdrop the call.

Note


Record_With_ConfirmSettings

In general, to prevent callsfrom being dropped whileusing theRecord_With_Confirmelement, the followingformula should be adheredto: ("Max Record Time"in seconds * audio codecbitrate inkilobytes/second) * "MaxDisconfirmed Count" <"ivr record memorysession" setting, inkilobytes. Testing shouldbe done by increasingvalues for the gateway's"ivr record memorysession" setting until anacceptable amount ofaudio/retries are acceptedwithout exhausting thegateway’s sessionmemory(dropped calls).

Note

The confidence level threshold to usefor the confirmation.




Whether or not to play a beep beforerecording begins.

truetruetrueYesbooleanstart_with_beep

(Start With Beep)

Whether or not the caller can end therecording by pressing a touchtonekey.

truetruetrueYesbooleanterminate_on_dtmf

(Terminate On DTMF)

Whether or not the recording is storedif the caller hung up while making the

falsetruetrueYesbooleankeep_recording_on_hangup

(Keep Recording OnHangup) recording or during the confirmation

menu. Default = false.

The maximum time (in seconds) therecording is allowed to last. Possible

180struetrueYesstringmax_record_time

(Max Record Time) values are standard time designationsincluding a positive integer followedby s (for seconds), for example, 30s.Default = 180s.

The interval of silence (in seconds ormilliseconds) that indicates the end

4struetrueYesstringfinal_silence

(Final Silence) of speech. Possible values arestandard time designations includingboth a positive integer and a time unit



identifier, for example, 3s (for 3seconds) or 300ms (for 300milliseconds). Default = 4s.

For silence detection towork, you must enableVoice Activity Detection(VAD) in the gatewaydial-peers. ManuallyremoveNOVAD from theconfiguration script andreplace it with VAD.

Note

Adds an option to replay the confirminitial audio groups.

falsetruetrueYesbooleanreplay

(Replay)

The filename of the recording(without extension). If left blank, anauto-generated filenamewill be used.

NonetruetrueNostringfilename

(Filename)

This specifies the audio type of thefile that will hold the recording.

wavtruetrueYesstringenum

file_type

(File Type) Possible values are: wav | vox | au |other.

This specifies the MIME type of thefile that will hold the recording, iffile_type is set to other.

NonetruetrueYesstringmime_type

(Mime Type)

This specifies the file extension to usefor the recorded file. A file extension

NonetruetrueNostringfile_extension

(File Extension) different from the file type can beused. For example, with a mime typeof vox, the file extension could be setto ulaw.

The path to the file that will hold therecording. Either the path, ftp host,or both must be specified.

NonetruetrueNostringpath

(Path)

The domain name of the host to FTPthe recording. Either the path, ftphost, or both must be specified.

NonetruetrueNostringftp_host

(FTP Host)

Whether or not to enable Secure FileTransfer protocol (SFTP). Default =


(Secure) false, indicates file transfer happensover FTP by default.

The user name to use while FTPingthe recording, if ftp_host is set.


(FTP User)



The password to use while FTPingthe recording, if ftp_host is set.

NonetruetrueYesstringftp_password

(FTP Password)

The directory in which to FTP therecording, if ftp_host is set.


(FTP Path)

Whether or not the FTP is to beperformed in the background, ifftp_host is set.

truetruetrueYesbooleanftp_in_background

(FTP In Background)

For settings, for Record_With_Confirm, follow these procedures:Note

• The path setting does not require a trailing slash. The voice element will determine the appropriatedestination. The path may be specified in operating system specific format (for example, on Windowsit might be specified asC:\directory\subdirectory\ and on UNIX it might be /usr/local/directory/).

• For a recording to be stored, you can choose either to store it locally or remotely. For locally on theVXML server itself, configure only the filename (myfile) and the path (c:/recordings/). For remotelyon a ftp server, configure the filename (myfile) and the FTP details such as: host, user, path, andpassword. Once your record element is configured, determine the url to access the recording from anexternal system. Run a simple test by playing the recording from your web browser. Make use of theurl: http://<ftpserver>/<ftppath>/filename . Find the correct path to play the audio file and use the sameurl in the audio element settings.

• If terminate_on_DTMF is false or off, recording will stop only after the voice browser reaches the inputtimeout.

• Some voice browsers may not accept all options provided for the file_type and mime_type settings.Check your voice browser documentation for information on supported audio types.

• It is important to ensure that VXML Server has permission to save audio files to the specified path.


This stores the filename of the recording (without the path).stringfilename

This stores the path to the file holding the recording (includingthe filename).

stringfilepath

This is the confidence value of the utterance for theconfirmation menu.

floatconfirm_confidence

This stores a true if the caller hung up while making therecording or the confirmation menu, false if not.

booleanhungUpWhileRecording



Record_With_ConfirmElement Data


max_nomatch


max_noinput


max_disconfirmed

The recorded message was confirmed.done

Audio Groups

Record CaptureNotesMax1Req'dName (Label)


YesYesrecord_initial_audio_group

(Record Initial)

Played when a noinput event occursduring recording.

NoNorecord_noinput_audio_group

(Record NoInput)

Record ConfirmNotesMax1Req'dName (Label)

Played before the recording is played back. Therecording will be played back after this audio groupis done playing.

YesNobefore_confirm_audio_group

(Before Confirm)

Played after the recording is played back. At leastone of the two confirm prompts must be specified.

YesNoafter_confirm_audio_group

(After Confirm)

Played when a nomatch event occurs duringconfirmation.


(Confirm NoMatch)

Played when a noinput event occurs duringconfirmation.


(Confirm NoInput)

Played when the caller asks for help during theconfirmation menu. If not specified, help is treatedas a nomatch by default.


(Confirm Help)

Played after the caller disconfirms the recordedentry, upon reaching the max_disconfirmed_count.

YesNomax_disconfirmed_audio_group


Record_With_ConfirmAudio Groups

(Max Disconfirmed) The prompt should be about exiting with themax_disconfirmed exit state.


com.audium.server.voiceElement.record.MRecordWithConfirmRecord



Event Handler


Record_With_ConfirmFolder and Class Information


Record_With_ConfirmEvents

C H A P T E R 47Rest_Client Element

• Rest_Client, on page 201

Rest_ClientThe Rest_Client element provides a flexible interface in order to interact with REST endpoints. Thecommunication between the REST client and server is made completely secure using two-way Secure SocketsLayer (SSL). The Rest_Client element permits users to send GET, POST, PUT, or DELETE requests toapplication servers.

For more information about Secure Socket Layer Authentication, see the User Guide for Cisco Unified CVPVXML Server and Cisco Unified Call Studio at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-user-guide-list.html.


AllowedSingleSetting Value


This settingsspecifies whetherSNMP alert to begenerated.

BlankfalsetrueYesBooleanEndpointURL

Supported HTTPmethods:

GET (Read);

PUT(Update/Replace);

POST (Create)

DELETE (Delete)

GETYesHTTPmethod


http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-user-guide-list.html

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-user-guide-list.html


SingleSetting Value


Any additionalparameters will bepassed along withURL. (such asspecifying theresponse format orthe amountreturned).

Header parameters

Path parameters

Query stringparameters

Request bodyparameters.Example:'Authenticationtype': 'Preemptive'

BlankNoParameters

The SSL securitysetting gets enabledwhen flag is set tofalse.

trueYesIgnoreCertificateValidation

The httpauthentication(options true/false)

falseYesRequireHTTPauthentication

Username of RESTend point to beaccessed (availableif Require HTTPauth is true).

BlankYesUser Name

Password of RESTend point to beaccessed (availableif Require HTTPauth is true).

BlankYesPassword


Rest_Client ElementSettings


SingleSetting Value


BlankNoHeaders




SingleSetting Value


The meta-dataassociated with theAPI request andresponse.

Options:

Authorization:Carries credentialscontaining theauthenticationinformation of theclient for theresource beingrequested.

WWW-Authenticate:This is sent by theserver if it needs aform ofauthenticationbefore it can respondwith the actualresource beingrequested. Oftensent along with aresponse code of401, which means‘unauthorized’.

Accept-Charset:This is a headerwhich is set with therequest and tells theserver about whichcharacter sets areacceptable by theclient.

Content-Type:Indicates the mediatype of the response.Values:

text/html - -Indicates that therequest body formatis HTML

application/json -Indicates that therequest body format




SingleSetting Value


is JSON.

application/xml -Indicates that therequest body formatis XML.

application/x-www-form-urlencoded- Indicates that therequest body is URLencoded.

Cache-Control:This is the cachepolicy defined bythe server for thisresponse, a cachedresponse can bestored by the clientand re-used till thetime defined by theCache-Controlheader.

BlankNoBody

Enable/Disable theproxy server(true/false)

falseYesUse Proxy

IP address orhostname of theHTTP proxy server

falseYesUse Host

Port of the HTTPproxy server

falseYesUse Port




SingleSetting Value


XPath expressionsare used inJavaScript to returnthe values from theXML.

JSONPathexpressions are usedin JavaScript toreturn the valuesfrom theJSON(JavaScriptObject Notation).

For moreinformation aboutXpath/JSONPathExpression, see theUser Guide forCisco Unified CVPVXML Server andCisco Unified CallStudio

BlankNoXPath /JSONPath

HTTP requesttimeout

3000 msecYesConnectTimeout

5000 msecReadTimeout


This element data carries the REST response that is receivedfrom the REST end point.

stringresponse_body

This element data carries the REST response code receivedfor the REST operation performed.

stringstatus_code




Rest_Client ElementElement Data


Java Exception event handler type can be selected.Event Type


Rest_Client ElementEvents


Rest_Client ElementEvents

C H A P T E R 48ReqICMLabel

The ReqICMLabel element allows a Call Studio script to pass caller input, Call Peripheral Variables, andExpanded Call Context (ECC) variables to an ICM script. The ReqICMLabel must be inserted into a CallStudio script as a decision element. In Call Studio, the returned ICM label contains a result, which can beused by other elements in the same application, such as the Transfer or Audio element.

After the ReqICMLabel exits its done path, you can retrieve the values set by the ICM script by selectingthe Element Data tab for the ReqICMLabel element. The element data value is{Data.Element.ReqICMLabelElement.result}. ReqICMLabelElement is the name of the ReqICMLabelelement in the Studio script. The default name for this element is ReqICMLabel_<n>, where <n> is anumber. The first ReqICMLabel you add to the script is named ReqICMLabel_01, the second is namedReqICMLabel_02, etc. For example, if you changed ReqICMLabel to GetICMLabel, the value returnedfrom ICM would be {Data.Element.GetICMLabel.result}, where result is the variable of the ReqICMLabelelement that contains the ICM label.

For more information on using the ReqICMLabel, refer to the Configuration Guide for Cisco UnifiedCustomer Voice Portal.

• Settings, on page 209• Element Data, on page 210• Session Data, on page 211• Exit States, on page 211• Folder and Class Information, on page 211• Events, on page 211




Call Peripheral Variables passed by theStudio script to the ICM Server. Each of

NonetruetrueNostringCall PeripheralVariables 1 – 10

these settings can be a maximum length of(callvar1 –callvar10) 210 characters. The ICM Server returns a

name-value pair for up to 10 Call PeripheralVariables in a result. Any value that is placed


http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html

in callvar<n> from a Call Studio script isreturned unchanged, if the ICM Script doesnot change it.

Call Peripheral Variables created upon thereturn of the ICM Label request, regardless

NonetruetrueNostringCall PeripheralVariables Return 1– 10 of whether or not these variables are filled

by the ICM Script. The reason we need two(callvarReturn1 –callvarReturn10) sets of these variables is to keep reporting

the To ICM Call Peripheral Variablesseparate from what is returned from theICM.

Expanded Call Context (ECC) variablespassed by the Studio script to the ICM

NonetruetrueNostringarray

FromExtVXML0- 3

Server. Each variable is a string of(External VXML0 – ExternalVXML 3)

name-value pairs, separated by semicolons,for up to 4 external VXML variables. Eachof these settings can be a maximum lengthof 210 characters.

Expanded Call Context (ECC) variablesreceived from the ICM script. The ICM

NonetruetrueNostringarray

ToExtVXML0 - 4

(External VXML0 – ExternalVXML 4)

Server returns a string of name-value pairs,separated by semicolons, for up to 5 externalVXML variables.

The number of milliseconds the transferrequest waits for a response from the ICM

3000(ms)

truetrueYesintegerTimeout

Server before timing out. Note: This valuecan only be increased or decreased byincrements of 500 ms.

This setting can be a maximum length of210 characters. The value of this setting will

NonetruetrueNostringcaller_input

(Caller Input) be sent from VXML Server to ICM atruntime. Should a response from ICM beneeded, the Call Peripheral Variables orToExtVXML settings should be used.


ICM Label returned from an ICM server.stringresult

Call Peripheral Variables that the Studio scripts passes to the ICM Server.Valid Call Peripheral Variables are callvar1 – callvar10.

stringcallvar<n>

Call Peripheral Variables that the ICM script returns to the VXML Server.Valid Call Peripheral Variables are callvarReturn1 – callvarReturn10.

stringcallvarReturn<n>


ReqICMLabelElement Data

For example, if an ICM script contains call peripheral variable 3 with thestring value “CompanyName=Cisco Systems, Inc”, you can access thevalue of CompanyName that is returned by the ICM script by using:

Data.Element.ReqICMLabelElement.callvarReturn3.

The returned value is Cisco Systems, Inc.

Session DataNotesTypeName

Value for a name-value pair contained in a ToExtVXML variable returned in the ICMlabel. You must know which name-value pairs are set in the ICM script to retrievethe correct value from the Call Studio script.

stringname

For example, if an ICM script contains a user.microapp.ToExtVXML0 variable withthe string value CustomerName=Mantle, specify Data.Session.CustomerName. Ifthe same ICM script contains a user.microapp.ToExtVXML0 variable with the stringvalue BusinessType=Manufacturing, you can access the customer business typereturned by the ICM script by using Data.Session.BusinessType.





com.cisco.cvp.vxml.custelem.ReqICMLabelCisco




ReqICMLabelSession Data



ReqICMLabelEvents

C H A P T E R 49Subdialog Invoke

The Subdialog Invoke element initiates a subdialog invocation to another VoiceXML application, andhandles passing data to and from the application. For the entire duration while a subdialog application ishandling a call, the calling application waits in a dormant state for the subdialog to return. The goal of theSubdialog Invoke element is to allow voice applications to be invoked across multiple servers, as well asgiving temporary control of the call to a voice application (such as flat VoiceXML and JSPs) created outsideCall Studio.





Specifies the URI of the subdialog toinvoke. This may either be a relative or

NonetruetrueYesstringsubdialog_uri

(SubdialogURI) absolute URI, but must be accessible to the

voice browser at runtime.

Specifies whether or not the subdialogapplication is running on the same

NonetruetrueYesbooleanlocal_application

(LocalApplication) application server as the application in

which the current element appears.

Holds the name and value of a parameterto pass to the subdialog. The format is the

NonetruefalseNostringparameter

(Parameter) name of the parameter followed by anequal sign (=) followed by the value of theparameter. For example: name=JohnDoe.The element will use the text up to the first


equal sign as the name of the parameterand the remaining text as the value .

Holds the name of a return value from thesubdialog. For example: result. The names

NonetruefalseNostringreturn_value

(Return Value) specified here must match the variablenames returned by the subdialog. Returnvalues will be stored as element data, in avariable of the name specified here.




com.audium.server.voiceElement.internal.SubdialogInvokeGeneral


The VXML Event handler type is available for this element.Event Type


Subdialog InvokeExit States

C H A P T E R 50Subdialog Return

In most situations, the CVP Subdialog Return element (see CVP Subdialog Return) should be used insteadof this one, to offer full compatibility with ICM. However, there is one exception to this. If the voiceapplication will only be called by a Subdialog Invoke element (that is, never by ICM), then the SubdialogStart and Subdialog Return elements may be used instead. In this scenario, using this element allows anarbitrary number of return values to be retrieved from the subdialog, whereas the CVP Subdialog Return

element allows only four.





Optional return argument that holds aname/value pair to be returned to the calling

NonetruefalseNostringreturn_value

(ReturnValue) application. The format should be: the name

of the argument followed by an equal signand the value of the argument. For example;name=John Doe. The element will take thetext up to the first equal sign to be the nameof the argument and the text following theequal sign to the value.





com.audium.server.voiceElement.internal.DefaultSubdialogReturnElementGeneral


Subdialog ReturnFolder and Class Information

C H A P T E R 51Subdialog Start

In most situations, the CVP Subdialog Start element (see CVP Subdialog Start) should be used insteadof this one, to offer full compatibility with ICM. However, there is one exception to this. If the voiceapplication will only be called by a Subdialog Invoke element (that is, never by ICM), then the SubdialogStart and Subdialog Return elements may be used instead.

Data can be passed to the VoiceXML application either as HTTP parameters or VoiceXML parameters(using the <param> tag). In the first case (that is, as HTTP parameters), Call Services will automaticallycreate session data using the name of the data received. In the second case (that is, as VoiceXML parameters),the Subdialog Start element must be configured appropriately in order for the data to be available as elementor session data for the duration of the call session. For each data passed as a VoiceXML parameter, therepeatable Parameter setting must be configured with the same exact name as the data.





Holds the name of a parameter passedas input to the subdialog. It must

NonetruefalseNostringParameter

(Parameter) match the exact value specified in thecalling dialog. This is a repeatablesetting, so multiple values can bespecified.

Set to Session Data to store the listedparameters in Session data, or to

SessionData

falsefalseNostringStore As

(Store As)Element Data to store them inElement data.





com.audium.server.voiceElement.internal.DefaultSubdialogStartElementGeneral


Subdialog StartExit States

C H A P T E R 52Time

The Time voice element captures a time input from the caller. The time input can be entered using spokeninputs (including hours and minutes) or DTMF inputs (in the HHMM format). The captured value will bestored in element data as a five character string in the format HHMMX, where X is one of four possiblevalues: “a” for AM, “p” for PM, “h” for a military time, or “?” for an ambiguous time. Using speech input,the time input may be spoken in natural language.







inputmode

(Input Mode)




The maximum number of noinput eventsallowed during time input capture. 0 =infinite noinputs allowed.


(TimeMax NoInput Count)


The maximum number of nomatch eventsallowed during time input capture. 0 =infinite nomatches allowed.


(Time Max NoMatchCount)

The confidence level threshold to useduring time capture.



(Time Confidence Level)

If set to true, only the grammars of thecurrent Time element will be enabled for








(Maxnbest)

Refer to the Element Data table for information about nbestUtteranceX and nbestInterpretationX.



stringValue







nbestUtterance2maxnbest setting value, the actual number of these values availableis determined by speech recognition at runtime, where…nbestUtterance1 holds the utterance of the top hypothesis in thenbestUtteranceX n-best list and nbestUtteranceX holds the utterance of the lasthypothesis.


TimeElement Data









nbestInputmode2

…

nbestInputmodeX



max_nomatch


max_noinput

The time capture was completed.done

Audio Groups

Time CaptureNotesMax1Req'dName (Label)


(Time Initial)

Played when a noinput event occurs. The noinputevent count corresponds to the audio group count.


(Time NoInput)


TimeExit States

Playedwhen a nomatch event occurs. The nomatchevent count corresponds to the audio group count.


(Time NoMatch)

Played when a help event occurs. The help eventcount corresponds to the audio group count. If notspecified, a help event is treated as nomatch.


(Time Help)


Played after the time capture is completed. Ifnot specified, no audio will be played.


(Done)


com.audium.server.voiceElement.time.MBasicTimeDate & Time



Event Type


TimeEnd

C H A P T E R 53Time_With_Confirm

The Time_With_Confirm voice element captures a time input from the caller, and presents a confirmationmenu allowing the caller to either accept their entry or re-enter the time. The time input can be entered usingspoken inputs (including hours and minutes) or DTMF inputs (in the HHMM format). The captured valuewill be stored in element data as a five character string in the format HHMMX, where X is one of fourpossible values: “a” for AM, “p” for PM, “h” for a military time, or “?” for an ambiguous time. Using speechinput, the time input may be spoken in natural language.







inputmode

(Input Mode)




The maximum number of noinput eventsallowed during time input capture. 0 =infinite noinputs allowed.


(Time Max NoInput Count)


The maximum number of nomatch eventsallowed during time input capture. 0 =infinite nomatches allowed.


(Time Max NoMatch Count)

The maximum number of noinput eventsallowed during time input confirmation.0 = infinite noinputs allowed.



The maximum number of nomatch eventsallowed during time input confirmation.0 = infinite nomatches allowed.






The confidence level threshold to useduring time capture.



(Time Confidence Level)





If set to true, only the grammars of thecurrent Time_With_Confirm element (the


(Disable Hotlinks) builtin time and boolean grammars) willbe enabled for the duration of the element.Otherwise all active grammars will beenabled.






(Maxnbest)

Refer to the Element Data table for information about nbestUtteranceX and nbestInterpretationX.


Time_With_ConfirmSettings



stringValue

This is the confidence value of the captured number utterance.Whenn-best recognition is enabled, this stores the confidence score of thetop hypothesis in the n-best list.











This set of element data stores the confidence scores of capturedn-best utterances.While themaximum number of nbestConfidenceX





nbestInputmode2

…

nbestInputmodeX


Time_With_ConfirmElement Data



max_nomatch


max_noinput

The maximum number of disconfirmations has occurred. If themax_disconfirmed_count is set to 0, this exit state will never occur.

max_disconfirmed

The time captured is confirmed.done

Audio Groups

Time CaptureNotesMax1Req'dName (Label)


(Time Initial)

Played when a noinput event occurs during timeinput. The noinput event count corresponds to theaudio group count.


(Time NoInput)

Played when a nomatch event occurs during timeinput. The nomatch event count corresponds to theaudio group count.


(Time NoMatch)

Played when a help event occurs during time input.The help event count corresponds to the audio


(Time Help) group count. If not specified, a help event throwsa nomatch event.

Time ConfirmNotesMax1Req'dName (Label)

Played when confirmation of the captured timefirst begins.

YesYesconfirm_initial_audio_group

(Confirm Initial)


Time_With_ConfirmExit States

Played when a nomatch event occurs during timeconfirmation. The nomatch event countcorresponds to the audio group count.


(Confirm NoMatch)

Played when a noinput event occurs during timeconfirmation. The noinput event countcorresponds to the audio group count.


(Confirm NoInput)

Played when a help event occurs during timeconfirmation. The help event count corresponds


(Confirm Help) to the audio group count. If not specified, bydefault help throws a nomatch.

Played after the caller disconfirms a time entrycaptured.


(Disconfirmed)




(Yes)


com.audium.server.voiceElement.time.MBasicTimeWithConfirmDate & Time



Event Type


Time_With_ConfirmEnd


Time_With_ConfirmEvents

C H A P T E R 54Transcribe Element

The Transcribe element in Call Studio can be used to engage the Google Speech-to-Text services. TheTranscribe element is located under the Customer Virtual Assistant group in the Call Studio Elements.This element is extension of the Form element and it engages the Speech Server resource on VVB tocommunicate with the Google Speech-to-Text Server. To indicate the Speech-to-Text server resourcerequirement, Call Studio creates a specific grammar - builtin:speech/transcribe - and sends it to VVB ina VXML Page. It does not specify which transcribe service is to be used; this is configured in VVB.

The Transcribe element works only in VoiceXML 2.1 with Cisco DTMF VoiceXML Gatewayadaptor.

Note





The type of entry allowed forinput. Possible values are


voice (only voice input) anddtmf+voice (voice andDTMFinput).

The maximum time allowedfor silence before a noinput


event is thrown. Possiblevalues are standard timedesignations including both a


non-negative number and atime unit.

For example, 3s for secondsor 3000 ms for milliseconds.

The maximum number ofnoinput events allowed during


input capture. Possible valuesare int > 0where 0 = infinitenoinputs allowed.

The maximum number ofNoMatch events allowed during


DTMF input capture. Possiblevalues are int > 0 where 0 isinfinite NoMatch eventsallowed.

This option is mandatory onlyif the input mode selected is

NonetruetrueYesstringDTMF Grammar

DTMF and voice. It supportscisco DTMF regex.

Whether or not to enablelogging of potentially sensitive


data of the element. If set totrue, the element's potentiallysensitive data will not belogged.

Terminate the voice stream orDTMF collection.

#truetrueNostringTerminiation Character

The maximum time (inseconds) the voice input is


allowed to last. Possible valuesare positive integer valuesfollowed by s. For example,50s. Default value is 30s.

The interval of silence (inseconds or milliseconds) that


indicates the end of speech.Possible values are positiveinteger values followed byeither s or ms. For example,3s and 3000ms. Defaultvalue is 2s.

This is comma separated stringthat lists the hints forrecognition.

NonetruetrueNoStringRecognize.phraseHints


Transcribe ElementSettings

Hints are used to recognize aphrase or a word that ispronounced differently.

For example, Savings, Current.

Comma separated string of upto 3 additional BCP-47

NonetruetrueNoStringRecognize.alternateLanguages

language tags, listing possiblealternative languages of thesupplied audio other than thedefault language.

For example, en-US, en-IN.


Indicates whether this request should automatically end after speechis no longer detected. If this parameter is enabled, cloud

BooleanRecognize.singleUtterance

speech-to-text will detect pauses, silence, or non-speech audio todetermine when to end recognition. If this parameter is disabled,the streamwill continue to listen and process audio until either thestream is closed directly, or the stream's length limit is reached.


This is used to specify the machine learning model to be used bythe cloud speech-to-text transcription to improve the recognitionresults.

StringRecognize.model

For example, see https://cloud.google.com/speech-to-text/docs/basics

Indicates whether enhanced model has been enabled. If it isenabled, the cloud speech-to-text transcription uses an enhanced

BooleanRecognize.modelEnhanced

speech recognition model to recognize speech and produce audiotranscription more accurately.


You can enable or disable data logging for enhanced speechmodel.For more information on data logging for enhanced speechmodel,see https://cloud.google.com/dialogflow/docs/data-logging

.

Element DataNotesElement Data


Transcribe ElementCustom VoiceXML Properties



https://cloud.google.com/dialogflow/docs/data-logging

Transcribed text or DTMF collected.value


The speech recognition confidence between 0.0 and 1.0. A higher numberindicates a greater probability that the recognized words are correct. The defaultof 0.0 is a sentinel value indicating that confidence was not set.

confidence


Also see Recognize.alternateLanguages under Settings


Transcription completed.done

The maximum number of NoInput events has occurred. If this is 0, this exit statewill not occur.

max_noinput

The maximum number of NoMatch events that has occurred.max_nomatch

This exit state will not occur if the maximum number of nomatch events is 0. andinput_type is voice. If input_type is dtmf, max_nomatch is the maximum numberof DTMF mismatch with DTMF Grammar regex.

Audio Group


Played when the voice element begins.YesYesinitial_audio_group (Initial)

Played when a NoMatch event occurs. Thisis applicable only when the input typeselected is DTMF and voice.


(NoMatch)

Played when a NoInput event occurs.NoNonoinput_audio_group

(NoInput)



Transcribe ElementExit States

Played when the form data capture iscompleted and the voice element exits withthe Done exit state.




EventsClass NameName (Label)


Event Type


Transcribe ElementFolder and Class Information


Transcribe ElementEvents

C H A P T E R 55Transfer

The Transfer voice element performs a call transfer to a phone number specified by a configuration setting.Depending on how the voice browser is configured, the call transfer can be a bridge transfer or a blindtransfer. For a bridge transfer, the voice browser makes an outbound call while maintaining the original calland acts as a bridge between the two calls. The advantage of this is that once the secondary call ends, theoriginal call can still continue with the IVR. The disadvantage is that two separate phone lines are used. Fora blind transfer, the voice browser makes an outbound call and when connected, links the original call tothe new caller through the use of a telephony switch. At this point, the voice browser (and as a result VXMLServer) is no longer in control of the call. Blind transfers involve only one line.

The Transfer element defines exit states for the different ways bridge transfers can end such as the personbeing called hung up, there was no answer, there was a busy signal, or some other phone-related erroroccurred. Since blind transfers take the call away from the voice browser and VXML Server, a Transferelement performing a blind transfer would never return an exit state. Instead, an special event would bethrown by the voice browser, caught in the root document for the call, and VXML Server would terminatethe session by interrupting the Transfer element.

The number to transfer to can be any phone number allowed by the voice browser telephony provider (somemay place restrictions on outbound dialing). Please note that different voice browsers may or may not acceptcertain kinds of phone numbers. Check your voice browser documentation for specific requirements andrestrictions for call transfer.






The phone number to transfer to. It maycontain non-numerical characters to allowsupport for phone extensions.

NonetruetrueYesstringtransfer_destination

(Transfer Destination)

If the destination_type is sip, make surethat the value for transfer_destination isin the SIP URI (number@domain)format.

The type of transfer destination to whichthe voice element is to connect. Possiblevalues are: tel | sip.

teltruetrueNostringdestination_type

(Destination Type)

The maximum time (in seconds) thatvoice element is allowed to wait for an

60struetrueYesstringconnect_timeout

(Connect Timeout) answer, before exiting with a noanswerexit state. Possible values are standardtime designations including both apositive integer and a time unit s, forexample, 10s (for 10 seconds). Default= 60s.

The maximum duration (in seconds) thatthe transfer is allowed to last. Possible

0struetrueYesstringmax_transfer_time

(Max Transfer Time) values are standard time designationsincluding both a non-negative integer anda time unit s, for example, 30s (for 30seconds). Default = 0s (means no limit).This setting only applies when bridge isset to true.

Determines whether the applicationremains connected to the caller after the

falsetruetrueYesbinarybridge

(Bridge) transfer is initiated. Possible values are:true | false. Default = false. When setto false (that is, a blind transfer), theapplication redirects the caller to thecallee without remaining in theconnection; the transfer outcome iscompletely unsupervised. When set totrue (that is, a bridge transfer), theapplication stays connected to the callerand adds the callee to the connection forthe duration of the transferred call.

The URI location of the audio file to beplayed while connecting the call.

NonetruetrueNostringtransfer_audio

(Transfer Audio)

A string containingApplication-to-Application Information

NonetruetrueNostringaai

(Application-to-applicationInformation) data to be sent to an application on the

far-end.


TransferSettings


The value returned by the transfer field. This is dependenton the voice browser.

stringresult


The number was busy.busy

There was no answer.noanswer

There was some sort of phone-related error.phone_error

The call transfer completed successfully.done

Hosting voice browsers may disable call transfers for developer accounts. You should verify withyour provider that transfer is enabled for your application.

Note

Some voice browsers use a code to indicate which call transfers will be allowed. This code appearsbefore the phone number.

Note

Some voice browsers support the inclusion of an extension in the phone number so that the systemcan transfer to a particular extension. It is up to the developer to pass this voice element a stringcontaining the appropriate format. Check the platform specific documentation for support ofextension dialing in transfer.

Note

Audio Groups

Transfer AudioNotesMax1Req'dName (Label)

Played to introduce the transfer. If there is none, thetransfer occurs immediately.

YesNoinitial_audio_group

(Initial)

Played when there is a busy signal, right before thevoice element exits with the "busy" exit state.

YesNobusy_audio_group

(Busy)


TransferElement Data

Played when there is no answer, right before thevoice element exits with the noanswer exit state.

YesNonoanswer_audio_group

(No Answer)

Played when there is some kind of phone-relatederror, right before the voice element exits with thephone_error exit state.

YesNophone_error_audio_group

(Phone Error)


Played when the call transfer completes with theparty called hanging up and the caller staying onthe line.


(Done)


com.audium.server.voiceElement.transfer.MTransferCall Control



Event Handler


TransferEnd

C H A P T E R 56VideoConnect

The VideoConnect element plays a specific video file (identified using the dialed number) from the videomedia server and collect digits during the video file playback.

This chapter contains the following topics:

• Settings, on page 239• Element Data, on page 240• Exit States, on page 240• Events, on page 240• Others, on page 240


Allowed

Single

Setting

Value

RequiredTypeName(Label)

Video Media ServerDestinationNumber. Example:5000. Must be a valid dialednumber on Cisco UBE and theVideo Media Server.

NoneTrueTrueYesStringVideoMediaServer DN

Pattern to use for matchingincoming digit collection.Leave blank for no digitcollection. Example: 600.Mustbe a valid pattern for CiscoIOS gateway. The Patternformat is same as thedestination-pattern format usedin IOS gateway dial-peers.

NoneTrueTrueNoStringDigit MatchPattern

Maximum time (seconds) towait for caller input. Example:15.

Notimeout

TrueTrueNoStringNo-inputTimeout


• If you enter the DTMF that do not match the configured pattern. It results in an automatic retry for digitcollection, so unmatched patterns does not cause the video element to exit.

• If the intent is to explicitly trap no-matches, then you can collect any single digit and return to theapplication.

Note

Element DataElement data is created only when the exit state is not set to done.

NotesTypeName

The digit string value captured.Stringcallerdtmf

Video call outcome.Stringresult

Exit StatesDescriptionState

The Video played to completion and the video servergets disconnected.

End_of_media

The Caller entered a DTMF string that matched thespecified digit collection pattern.

Caller_input

A digit collection pattern was specified, but no inputwas received before the input timeout occured.

No_input

This exit state is used when an error occurs and forall other unexpected termination reasons.

Error



Event Type

OthersVideoStudio Element Folder

com.cisco.cvp.vxml.custelem.VideoConnectClass Name


VideoConnectElement Data

C H A P T E R 57Web Service Elements

Along with Action and Decision elements, another way to perform backend interactions and obtain real-timedata is via the Web Service element. This element leverages industry standards, such as the Web ServiceDefinition Language (WSDL) for service definitions and SOAP for message encapsulation to provide simple,seamless interaction with remote web services.

Unlike one-off web service implementations using custom code, this element provides an intuitive graphicalinterface that dynamically adjusts to match each of your web services. It uses WSDL to discover requiredand optional settings, setting dependencies, and even valid enumerated values. Like other elements [email protected]@, it ensures that the values you enter are of the right type, while still allowing the useof Substitution throughout.

Web Service elements provides a dynamic graphical interface for embedding web service interactions intothe call flow.

This element is designed to work with the following technologies:

• WSDL 1.1 (using namespace http://schemas.xmlsoap.org/wsdl/)

• Binding Styles

- RPC/encoded

- RPC/literal

- Document/literal

- Document/literal (wrapped)

• SOAP 1.1 encoding (using namespace http://schemas.xmlsoap.org/soap/encoding/)

• Includes built-in support for 1-dimensional SOAP-encoded arrays that do not use href referencesfor array items.

• To parse n-dimensional SOAP-encoded arrays (where n is greater than 1) or href references inweb service responsemessages, use the "Store Full Response XML" option and process the responsewith custom code.

• XML schemas (using namespace http://www.w3.org/2001/XMLSchema)

• Includes built-in support for 1-dimensional arrays (that is, sequences).

• To parse n-dimensional arrays (where n is greater than 1) in web service response messages, usethe "Store Full Response XML" option and process the response with custom code.


The earlier application that contains Web Service element has to imported again to Call Studiolatest version before deploying in new VXML server.

Note

• Exit States, on page 242• Element Data, on page 242• Settings, on page 243• Configuring Request Parameters, on page 248• Configuring Response Parameters, on page 249

Exit StatesDescriptionName

This exit state is followed when the web service wassuccessfully invoked at runtime, and respondedwithinthe time specified in the "Connection Timeout"setting.

done

This exit state is followed when the elementencounters any error at runtime. Some examplesinclude a web service that cannot be reached, the webservice taking too long (more than the value specifiedin the "Connection Timeout" setting) to respond, orreceiving unexpected data from the service. If thisexit state is followed, refer to [email protected]@ logs for additionalinformation about the cause.

Java Exception-error

This exit state is only present when the loadedWSDLspecifies a possible fault message for the selectedoperation. This exit state is followed when the webservice is successfully contacted at runtime, but itresponds with its fault message.

fault

Element DataOnly created if the "Store Full Response XML" checkbox has been checked. Holdsthe full XML response from the web service at runtime, for later processing by customcode or for debugging purposes.

response_xml

This element may also create numerous other element or session data variables (with user-specified names),depending on the settings specified in the "Configure Response Parameters" dialog.

Note


Web Service ElementsExit States

SettingsTheWeb Service element has just one Element Configuration tab, named "General". Refer to the image belowand description of each setting for more information.Figure 1: Element Configuration Tab


Web Service ElementsSettings

DescriptionNameGroup

In order for the Web Serviceelement to be configurable, aWSDL file defining the desiredweb service must first be loaded.First, choose either "URI" or "File"from the drop-down, then eitherbrowse for a local file or enter aremote URI where the WSDL canbe retrieved, the URI can be HTTPor HTTPS. Then, click the "Load"button to [email protected]@'s download,caching, and parsing of theWSDL.Once WSDL is loaded, the otherconfiguration options becomeavailable.

WSDL LocationLoad WSDL




This drop-down allows you toselect which service you would likethis element to invoke at runtime.Generally, WSDL files only definea single service so this list mayhave just one item. Each service'snamespace is listed alongside it inparenthesis.

ServiceConfigure Web Service Call

This drop-down allows you tospecify which port you would liketo use to connect to the web serviceat runtime. Each port has a name,and may define completelydifferent connection properties thanother ports. Please refer to yourweb service's documentation, or theWSDL file, for information aboutwhat each port represents. Note thatthis port list is dependent on whichservice is selected, and so it willupdate as the service is changed.

Port

This drop-down allows you tospecify which operation you wouldlike to execute against thepreviously-selected service. Notethat this operation list is dependenton which port is selected, and so itwill update as the port is changed.

Operation

Click the "Configure" button nextto the "Request" label to bring upthe "Configure RequestParameters" dialog. Using thatdialog, you can specify whichvalues to send to the web serviceas inputs at runtime.

Request

Click the "Configure" button nextto the "Response" label to bring upthe "Configure ResponseParameters" dialog. Using thatdialog, you can specify in whichelement or session data variableeach potential return value from theweb service should be stored atruntime.

Response

Store Full Response XML




Check this box if you would likethe full XML response from theweb service to be stored in elementdata at runtime, for later processingby your own custom code, or fordebug purposes. Note that checkingthis box may be memory intensiveif the response XML documents arelarge. Even if this checkbox hasbeen selected, response parameterstorage settings from the"Configure Response Parameter"dialog will still be used.




This setting allows you to specifyhow many [email protected]@should wait for the web servicesocket connection to get establishedat runtime, before timing-out andfollowing the "error" exit state.

Connect TimeoutRuntime Settings

Check this box if you would likeHTTP authentication to be usedwhen accessing the web service atruntime.

Requires HTTP Authentication

Only available if the "RequiresHTTP Authentication" checkboxhas been selected. This field allowsyou to specify the username to usefor HTTP authentication whenaccessing the web service atruntime.

Username

Only available if the "RequiresHTTP Authentication" checkboxhas been selected. This field allowsyou to specify the password to usefor HTTP authentication whenaccessing the web service atruntime.

Password

Check this box if you would like aproxy to be used when accessingthe web service at runtime.

Use Proxy

Only available if the "Use Proxy"checkbox has been selected. Thisfield allows you to specify theproxy host to use to access the webservice at runtime.

Proxy Host

Only available if the "Use Proxy"checkbox has been selected. Thisfield allows you to specify theproxy port to use to access the webservice at runtime.

Proxy Port



Configuring Request Parameters

Unified CVP Call Studio does not support SOAP Encode Schema. For all request and response parametersuse the XMLSchema namespace format as listed in the XML Schema document.

Note

When the "Configure" button for Request Parameters is clicked, the following dialog is displayed:Figure 2: Configure Request Parameters

Its contents are pre-populated with parameters that the loadedWSDL specifies. These parameters are displayedin a tree format, and use the same symbols for required and repeatable that the settings of other elements use.If a setting is optional it is greyed-out by default (like "value" in the image above), and can be added byright-clicking on it and choosing "Add PARAM_NAME":Figure 3: Add Parameter

Each parameter has a type, such as string, integer, or float. Some parameters cannot hold a value (they willshow "N/A" as their type), because they are intended to either only contain child parameters, or to act asmarkers. An example of a marker parameter might be "disable_logging"; if it is defined, then no logging willbe performed on the service end. Only variables with a type can hold a value. The value you enter will bevalidated as you type it (a warning message may be displayed below the value field), and also when youvalidate the entire project before deploying.


Web Service ElementsConfiguring Request Parameters

http://www.w3.org/2001/XMLSchema.xsd

If a setting is repeatable it will have its index in the list in brackets, such as the "item" parameter in the followingexample:Figure 4: Repeatable Parameters

You can add additional parameters to the list by right-clicking on any list item and choosing "AddPARAM_NAME". To remove a parameter from the list, right-click on it and choose "Delete PARAM_NAME".This same functionality can be used to disable (gray-out) an optional parameter, regardless of whether it isrepeatable or not.

Similar to element settings, all required parameters must be configured with a value in order for the voiceapplication project to pass validation.

Configuring Response ParametersResponse parameters (data sent back by a web service) are handled inmuch the sameway as request parameters.The "Configure Request Parameters" dialog is also tree-based, and it allows for parameters to be added ordeleted as desired.Figure 5: Configure Response Parameters

However, there are a few differences. First, you must specify whether each parameter should be stored inElement or Session data. Additionally, the text input field is used to specify the variable name to create, ratherthan a value to pass to the service.

No type-checking is performed in this dialog; the response parameter type is listed only for convenience.


Web Service ElementsConfiguring Response Parameters

The most significant difference between this dialog and the "Configure Request Parameters" dialog is thatparameters marked as required do not need to be configured. Any parameter not configured in this dialog willsimply not be stored in element or session data at runtime; if it is present in the web service's response, it willbe ignored.


Web Service ElementsConfiguring Response Parameters

C H A P T E R 58WxM PCS Element

The WxM PCS element can be used to engage Post Call Survey with Webex Experience Management. TheWxM PCS element is located under the wxm group in the Call Studio Elements. This element is an extensionof the Form element and connects with Webex Experience Management to play the configured surveyquestions through VVB.

• Settings, on page 251• Element Data, on page 252• Exit States, on page 252• Audio Group, on page 252• Custom Prefills, on page 253• Folder and Class Information, on page 253• Events, on page 253




The maximum number of noinputevents allowed during input capture.

3truetrueYesint ≥ 0Max NoInputCount

Possible values int > 0. 0 = infinitenoinputs allowed.

The maximum number of nomatchevents allowed during input capture.

3truetrueYesint ≥ 0Max NoMatchCount

Possible values int > 0. 0 = infinitematch allowed.

WxM survey name to be played as apart of Post Call Survey. If this field isempty, it's value is retrieved from ICM.

YesTrueNostringSurvey Name

WxM survey taken required to submitsurvey back to WxM. If this field is

YesTrueNostringSurvey Token


empty, it will be retrieved from WxMthrough api call.

WXM auth token.If the field is empty,auth token would be retrieved fromWXM auth token API call.

truetrueNostringAuth Token

If the value is true then barge in isallowed.

truetruetrueYesbooleanBarge In

Whether or not to enable logging ofpotentially sensitive data of the element.

falsetruetrueYesbooleanSecureLogging

If set to true, the element's potentiallysensitive data will not log.


This field holds the questions and answers along with prefillsin JSON format submitted to WXM.

stringvalue


This state is returned after getting DTMF response for all the questionssuccessfully.

done

The maximum number of noinput events occurred. If the noinput max countis 0, this exit state never occurs.

max_noinput

The maximum number of nomatch events occurred. If the nomatch max countis 0, this exit state never occurs.

max_nomatch

Audio Group


Played when a NoInput event occurs.NoNonoinput_audio_group (NoInput)


WxM PCS ElementElement Data

1. If noinput_audio_group is notconfigured, question text is played to theuser for configured number of times (MaxNoInput Count).

2. If noinput_audio_group is configured,question text is not played if no input eventoccurs. Only the prompt innoinput_audio_group will be played.

Note

Played when a nomatch event occurs.NoNonomatch_audio_group(NoMatch)

1. If nomatch_audio_group is notconfigured, question text is played to theuser for configured number of times (MaxNoMatch Count).

2. If nomatch_audio_group is configured,question text is not played if no match eventoccurs. Only the prompt innomatch_audio_group will be played.

Note

Custom PrefillsThe following Custom Prefills can be added from the Call Studio as element data in Data tab:

DefaultSubstitution AllowedValueName

emptyNoPrefills tag from Cloud CherryName

emptyYesValue of the prefillValue

StringNoData type of the valueType

BeforeNoCreate


com.audium.server.voiceElement.formForm



WxM PCS ElementCustom Prefills

You can select Java Exception, VXML Event, or Hotlink, as eventhandler for this element.

Event Type


WxM PCS ElementEvents

C H A P T E R 59Yes_No_Menu

The Yes_No_Menu voice element presents a yes/no menu. It can be configured to accept DTMF entry (1 foryes and 2 for no) or spoken input (yes or no and other synonymous utterances, however this is dependenton the voice browser). There is an optional feature that allows the word replay to be spoken (or DTMFbutton 3) that replays the initial_audio_group. The voice element uses the browser specific VoiceXMLbuiltin grammar for the boolean field type. A separate exit state exists for the yes and no choices (there isno exit state for replay since dialog execution is still contained within the confines of the voice element).





0 = infinite noinputs allowed.3truetrueYesint ≥ 0max_noinput_count

(Max NoInputCount)

0 = infinite nomatches allowed.3truetrueYesint ≥ 0max_nomatch_count

(Max NoMatchCount)

The type of entry allowed for input(using speech recognition, DTMF


inputmode

(Input Mode) entry, or both). Possible values are:voice | dtmf | both.


True adds a replay option whichreplays the initial prompt.

falsetruetrueYesbooleanreplay

(Replay)



(Noinput Timeout) noinput event is thrown. Possiblevalues are standard time designationsincluding both a non-negative numberand a time unit, for example, 3s (forseconds) or 3000ms (formilliseconds). Default = 5s.

The confidence level threshold to use.0.50truetrueYesdecimal(0.0 – 1.0)

confidence_level

(Confidence Level)

Whether or not to temporarily disableall hotlink grammars (global or local)


(Disable Hotlinks) and universal grammars. If set to true,only the boolean builtin grammar willbe enabled for the duration of theelement. Otherwise all activegrammars will be enabled.


This is the value chosen by the caller. Can be: yes or no.stringvalue

This is the confidence value of the utterance.floatvalue_confidence



max_nomatch

Themaximum number of noinput events has occurred. If the noinput max countis 0, this exit state will never occur.

max_noinput

The utterance was recognized as yes.yes

The utterance was recognized as no.no


Yes_No_MenuElement Data

The replay option, when activated, resets all the event counts (noinput and nomatch).Note

Audio Groups

Yes / No CaptureNotesMax1Req'dName (Label)


(Initial)


(NoMatch)


(NoInput)

Played when the caller asks for help. If notspecified, help is treated as a nomatch eventby default.


(Help)


Played when the caller chose the yes option. Ifnot present, no audio will play when this optionis chosen.


(Yes)


com.audium.server.voiceElement.menu.MYesNoMenuMenu



Yes_No_MenuAudio Groups


Event Type


Yes_No_MenuEvents

C H A P T E R 60Throw

The Throw functionality is part of event handler feature. The Throw element is used to raise a custom exceptionduring a call flow execution. It can be used in a main flow or in a subflow. The Throw element is used tothrow recently caught Java Exceptions, VXML Exception or user defined custom exceptions.

Example, com.audium.MyException

• General, on page 259

GeneralNotesDefaultReq'dTypeName (Label)

This is a mandatory field to be filled if you are usingthe Throw element in the call flow. You can define

YesStringEvent Code*

the name of the custom event or exception in thisfield.

You can enter custom exception message and createa substitution tag in this field. For example,{Data.Session.lastException.message}.

YesStringMessage

You can enter the value in this field from thesubstitutions tag, the last exception session variable

YesStringCustom Field1

Custom Field 2 will be used for the same. The last exception sessionvariable will hold the last thrown exception.Custom Field 3



ThrowGeneral

I N D E X

A

Application_Modifier 15defined 15

C

Counter 19action element defined 19

courtesy callback 33set up defaults 33

Currency element 43defined with use of different grammars 43

CVP Subdialog Return 55when to use and exception 55

CVP Subdialog Start 57when it must be used 57

D

Database element 59four types of commands 59

Digits element 97capture a string of numbers 97

F

Form element 115purpose and multiple grammars possible 115

J

JNDI Database connections 62how to create in Tomcat 62

M

Math element 142list of operators and functions 142

Menu Support element 147described 147

N

Numbers element 153different from digits 153

P

Phone element 165capture a phone number 165

R

Record element 187record a caller's voice input 187

ReqICMLabel 209purpose 209

S

Subdialog Invoke 213purpose 213

Subdialog Return 215only time it should be used 215

Subdialog Start 217only time it should be used 217

T

Time element 219capture time input from a caller 219

Tomcat 62JNDI database connection 62

creating 62Transfer element 235

call transfer to a specific number 235

V

VideoConnect 239Voice input 187

use Record element 187

Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)IN-1

Y

Yes_No_Menu 255

Yes_No_Menu (continued)how it is used 255

Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)IN-2

INDEX

Documents

Element Specifications for Cisco Unified CVP VXML Server and …€¦ · SetUpEmailElement 113 CHAPTER 32 Form 115 Settings 115 ElementData 121 ExitStates 122 AudioGroups 123 FormDataCapture