ADVANCEDCCXML TOPICS

Agenda

• Advanced Call Control and Error Handling

• Outbound Dialing using Advance Call Progress Analysis

• Delivering Customer Attached Data (CTI) via SIP

• Getting Dirty with Advanced Operator Features

• Question and Answer

• Advanced call connecting/bridging• VXML was not designed for call control,

<transfer> doesn’t cut it.

• Play multiple menu choices or prompts to different call legs at the same time.

• Yes, you actually have control over individual call legs

• Connect more than two parties, go for it!• Conferencing available, mute, or unmute

participants full moderator control

Say no to For Call Control

Call Control – VXML’s Deficiency

• Call bridging without retaining the audio path

• This ensures high QOS while still retaining control over the call

• Actual control over a REFER based blind transfer

• Handling scenario where a blind transfer fails while not losing your caller

• Implement a true “consultation” transfer• Decide whether the agent is available prior

to blind transfer.

Call Control for Transfers

Error Handling

• CCXML allows users control over errors that can occur prior to the invocation of a VXML document

• Usage of <dialogprepare> is also key!

• CCXML documents don’t have a final state like VXML apps, application context lives until told to <exit/>

• Easier to recover from error, and or manage call backs to webserver

• Implement retry logic, asynchronous state machine provides easy control.

Advanced CPA Detection

Advanced CPA AbilityCPA is Really Cool!

• Allows for multi-phase detection• Start a human message and change it on the fly• Eliminate post answer silence• Lots of knobs to tweak and tune

What Differentiates a Voxeo Outbound Solution?• Full control over your what happens on the call,

no black box dialing platform.

• Real-time results of call disposition’s and results, allows for real-time decision making

• Tightly integrated to ensure continuity for CEBP (Communications Enabled Business Processes) solutions

• CPA we already learned how great it is, it’s a key differentiator for our customers.

• More than just notification, proactive self-service capabilities

SIP Data and CCXML

• Sometimes applications needs low level detail about the call, CCXML provides that for you

• Create custom headers, append data to existing headers.

• Read from body of INVITE

• SIP INFO messages

• Using this to deliver CTI

Tightly integrated Campaign Management with Aspect ALM (Advanced List Management)

Aspect Forward Looking

Adding data to INVITE

INVITE sip:bob@biloxi.com SIP/2.0 Via: SIP/2.0/UDP pc33.atlanta.com;branch=z9hG4bKnashds8 To: Bob <bob@biloxi.com> From: Alice <alice@atlanta.com>;tag=1928301774 Call-ID: a84b4c76e66710 CSeq: 314159 INVITE Max-Forwards: 70 Date: Thu, 21 Feb 2002 13:02:03 GMT Contact: <sip:alice@pc33.atlanta.com> x-myheader: Foo Content-Type: application/sdp Content-Length: 147

v=0 o=UserA 2890844526 2890844526 IN IP4 here.com s=Session SDP c=IN IP4 pc33.atlanta.com t=0 0 m=audio 49172 RTP/AVP 0 a=rtpmap:0 PCMU/8000

<createcall dest="'sip:bob@biloxi.com'" hints="hints"/>

SIP For Data Transmittal

INFO sip:alice@pc33.example.com SIP/2.0Via: SIP/2.0/UDP 192.0.2.2:5060;branch=z9hG4bKnabcdefTo: Bob <sip:bob@example.com>;tag=a6c85cfFrom: Alice <sip:alice@example.com>;tag=1928301774Call-Id: a84b4c76e66710@pc33.example.comCSeq: 314333 INFOInfo-Package: fooContent-type: application/fooContent-Disposition: Info-PackageContent-length: 24

I am a foo message type

<send name="'sip.info'" target="event$.connectionid" targettype="'connection'" hints="hints" namelist="Content"/>

CCXML

Reading The SIP Body

<log expr="'body='+JSON.stringify(event$.c

onnection.protocol.sip.body)"/>

What Codecs are Offered?

What Media Endpoint is it?

P-Time of 20, 30, etc…?

• Creation of and Reading of all ISUP Bodies• SS7 is still a huge part of the world and we

need access• Early Media Operations

• Play media prior to connect, ring back tones, early media dialogs

• Bridging calls in early media state• And still know when the real “offhook”

arrives• Support for advanced SS7 transfers, ie: Nortel

RLT• Control over sending a ringing event vs not

Operator Capabilities

Mobile, Landline, or VOIP Operator Features

Questions and Answers