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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
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
Custom VoiceXML Properties 17
Folder and Class Information 18
Events 18
Counter 19C H A P T E R 8
Settings 19
Element Data 20
Exit States 20
Folder and Class Information 20
Events 20
Callback_Add 21C H A P T E R 9
Settings 21
Element Data 22
Exit States 22
Folder and Class Information 22
Events 23
Callback_Disconnect_Caller 25C H A P T E R 1 0
Settings 25
Element Data 25
Exit States 26
Folder and Class Information 26
Events 26
Callback_Enter_Queue 27C H A P T E R 1 1
Settings 27
Element Data 27
Exit States 27
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)vi
Contents
Folder and Class Information 28
Events 28
Callback_Get_Status 29C H A P T E R 1 2
Settings 29
Element Data 29
Exit States 30
Folder and Class Information 30
Events 30
Callback_Reconnect 31C H A P T E R 1 3
Settings 31
Element Data 31
Exit States 32
Folder and Class Information 32
Events 32
Callback_Set_Queue_Defaults 33C H A P T E R 1 4
Settings 33
Element Data 35
Exit States 35
Folder and Class Information 35
Events 36
Callback_Update_Status 37C H A P T E R 1 5
Settings 37
Element Data 38
Exit States 38
Folder and Class Information 38
Events 38
Callback_Validate 39C H A P T E R 1 6
Settings 39
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)vii
Contents
Element Data 39
Exit States 39
Folder and Class Information 40
Events 40
Callback_Wait 41C H A P T E R 1 7
Settings 41
Exit States 41
Folder and Class Information 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
Folder and Class Information 47
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
Folder and Class Information 53
Events 54
CVP Subdialog Return 55C H A P T E R 2 0
Settings 55
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)viii
Contents
Exit States 56
Folder and Class Information 56
CVP Subdialog Start 57C H A P T E R 2 1
Settings 57
Exit States 58
Folder and Class Information 58
Database 59C H A P T E R 2 2
Settings 60
Element Data 60
Session Data 61
Exit States 61
Folder and Class Information 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
Folder and Class Information 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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)ix
Contents
Date Capture 72
Date Confirm 72
End 73
Folder and Class Information 73
Events 73
Dialogflow Element 75C H A P T E R 2 5
Settings 75
Custom VoiceXML Properties 76
Element Data 77
Exit States 78
Audio Group 78
Form Data Capture 78
End 78
Folder and Class Information 79
Events 79
DialogflowIntent Element 81C H A P T E R 2 6
Settings 81
Custom VoiceXML Properties 84
Element Data 85
Exit States 86
Audio Group 86
Form Data Capture 86
End 86
DialogflowParam Element 89C H A P T E R 2 7
Settings 89
Custom VoiceXML Properties 92
Element Data 93
Exit States 93
Audio Group 94
Form Data Capture 94
End 94
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)x
Contents
Folder and Class Information 95
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
Folder and Class Information 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
Folder and Class Information 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
Folder and Class Information 113
Events 113
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)xi
Contents
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
Form Data Capture 123
End 123
Folder and Class Information 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 Capture 134
Form Data Confirm 134
End 135
Folder and Class Information 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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)xii
Contents
Element Data 143
Session Data 143
Exit States 143
Folder and Class Information 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
Folder and Class Information 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
Folder and Class Information 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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)xiii
Contents
Audio Groups 163
Number Capture 163
Number Confirm 163
End 164
Folder and Class Information 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
Folder and Class Information 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
Folder and Class Information 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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)xiv
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
Folder and Class Information 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
Folder and Class Information 199
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
Contents
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
Folder and Class Information 211
Events 211
Subdialog Invoke 213C H A P T E R 4 9
Settings 213
Exit States 214
Folder and Class Information 214
Events 214
Subdialog Return 215C H A P T E R 5 0
Settings 215
Exit States 215
Folder and Class Information 216
Subdialog Start 217C H A P T E R 5 1
Settings 217
Exit States 218
Folder and Class Information 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
Folder and Class Information 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
Folder and Class Information 227
Events 227
Transcribe Element 229C H A P T E R 5 4
Settings 229
Custom VoiceXML Properties 231
Element Data 231
Exit States 232
Audio Group 232
Form Data Capture 232
End 232
Folder and Class Information 233
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
Folder and Class Information 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
Form Data Capture 252
Custom Prefills 253
Folder and Class Information 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
Folder and Class Information 257
Events 257
Throw 259C H A P T E R 6 0
General 259
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)xix
Contents
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 Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)2
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)3
Element SpecificationsIntroduction
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)4
Element SpecificationsIntroduction
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)5
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:mresources@mediaserver.com"/>
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)6
Generic Custom VoiceXML PropertiesCustom VoiceXML Properties
DescriptionTypeProperty
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:mresources@mediaserver.com"/>
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)7
Generic Custom VoiceXML PropertiesCustom VoiceXML Properties
DescriptionTypeProperty
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)8
Generic Custom VoiceXML PropertiesCustom VoiceXML Properties
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)9
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)10
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)11
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)12
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
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Custom Exception eventhandler type for this element from the drop-down list.
Event Type
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)13
ExitNotesName
The default exit state. The events that are entered for this element as added asthe exit state in the call flow.
next
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)14
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)
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)15
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
EventsNotesName (Label)
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)16
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)17
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
EventsNotesName (Label)
You can select either VXML Event or Java Exception as event handlertype from the drop-down list.
Event Handler
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)18
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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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 Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)19
Element DataNotesTypeName
The current countstringcount
Exit StatesNotesName
The counter was updated.done
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.action.counter.CounterActionCalculation
EventsNotesName (Label)
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)20
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.
• Settings, on page 21• Element Data, on page 22• Exit States, on page 22• Folder and Class Information, on page 22• Events, on page 23
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)21
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
Element DataNotesTypeName
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.
Exit StatesNotesName
The element execution is complete and the value was successfully retrieved.done
The element failed to retrieve the value.error
Folder and Class InformationClass NameStudio Element Folder Name
com.cisco.cvp.vxml.custelem.callback.AddCallbackCisco > Callback
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)22
Callback_AddElement Data
EventsNotesName (Label)
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)23
Callback_AddEvents
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)24
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.
• Settings, on page 25• Element Data, on page 25• Exit States, on page 26• Folder and Class Information, on page 26• Events, on page 26
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName(Label)
The probe type can be oneof: Disconnect Caller |
DisconnectCaller
NoYesYesstringenum
Probe Type
Intercept Caller Hangup
| No Intercept Caller
Hangup
Element DataNotesTypeName
The call outcome from the attempt to disconnect the caller’sleg.
stringResult
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)25
Exit StatesNotesName
The element execution is complete and the value was successfully retrieved.done
The element failed to retrieve the value.error
Folder and Class InformationClass NameStudio Element Folder Name
com.cisco.cvp.vxml.custelem.callback.DisconnectCallerCisco > Callback
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)26
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.
• Settings, on page 27• Element Data, on page 27• Exit States, on page 27• Folder and Class Information, on page 28• Events, on page 28
SettingsNone.
Element DataNotesTypeName
The calculated estimated wait time for caller in queue.intewt
Exit StatesNotesName
The element execution is complete and the value was successfully retrieved.done
The element failed to retrieve the value.error
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)27
Folder and Class InformationClass NameStudio Element Folder Name
com.cisco.cvp.vxml.custelem.callback.EnterQueueCisco > Callback
EventsNotesName (Label)
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)28
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).
• Settings, on page 29• Element Data, on page 29• Exit States, on page 30• Folder and Class Information, on page 30• Events, on page 30
SettingsNone.
Element DataNotesTypeName
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)29
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
Exit StatesNotesName
The element execution is complete and the value was successfully retrieved.done
The element failed to retrieve the value.error
Folder and Class InformationClass NameStudio Element Folder Name
com.cisco.cvp.vxml.custelem.callback.GetStatusCisco > Callback
EventsNotesName (Label)
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)30
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.
• Settings, on page 31• Element Data, on page 31• Exit States, on page 32• Folder and Class Information, on page 32• Events, on page 32
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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
Element DataNotesTypeName
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)31
Contains the reconnect exit state.stringresult
Exit StatesNotesName
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
The element failed to retrieve the value.error
Folder and Class InformationClass NameStudio Element Folder Name
com.cisco.cvp.vxml.custelem.callback.ReconnectCisco > Callback
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)32
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
• Settings, on page 33• Element Data, on page 35• Exit States, on page 35• Folder and Class Information, on page 35• Events, on page 36
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)33
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)34
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
Element DataNotesTypeName
Contains the reconnect exit state.stringresult
Exit StatesNotesName
The element execution is complete and the value was successfully retrieved.done
The element failed to retrieve the value.error
Folder and Class InformationClass NameStudio Element Folder Name
com.cisco.cvp.vxml.custelem.callback.SetQueueDefaultsCisco > Callback
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)35
Callback_Set_Queue_DefaultsElement Data
EventsNotesName (Label)
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)36
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.
• Settings, on page 37• Element Data, on page 38• Exit States, on page 38• Folder and Class Information, on page 38• Events, on page 38
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName(Label)
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)37
• invalid_number
• connected
• trunkbusy
• caller_cancelled
Element DataNotesTypeName
Tells the application whether to cancel the existing callback or toretry, can be one of the following:
stringresult
• cancel
• retry
• done
Exit StatesNotesName
The element execution is complete and the value was successfully retrieved.done
The element failed to retrieve the value.error
Folder and Class InformationClass NameStudio Element Folder Name
com.cisco.cvp.vxml.custelem.callback.UpdateStatusCisco > Callback
EventsNotesName (Label)
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)38
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.
• Settings, on page 39• Element Data, on page 39• Exit States, on page 39• Folder and Class Information, on page 40• Events, on page 40
SettingsNone.
Element DataNotesTypeName
Contains the exit state result.stringresult
EWT value passed from Unified ICM.intewt
Gateway identifier.stringgw
Gateway location information.stringloc
Gateway capacity.intcapacity
Exit StatesNotesName
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)39
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
The element failed to retrieve the value.error
Folder and Class InformationClass NameStudio Element Folder Name
com.cisco.cvp.vxml.custelem.callback.ValidateCisco > Callback
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)40
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.
• Settings, on page 41• Exit States, on page 41• Folder and Class Information, on page 41• Events, on page 42
SettingsNotesDefaultSubstitution
AllowedSingle SettingValue
Req'dTypeName (Label)
Amount of time inseconds to wait.
NonefalsetrueYesintegerWait Time
Maximum is 60,minimumis 0.
Exit StatesNotesName
The element execution is complete and the value was successfully retrieved.done
The element failed to retrieve the value.error
Folder and Class InformationClass NameStudio Element Folder Name
com.cisco.cvp.vxml.custelem.callback.WaitCisco > Callback
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)41
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)42
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)43
• 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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)44
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
Element DataNotesTypeName
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)45
CurrencyElement Data
…
nbestInputmodeX
Exit StatesNotesName
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)
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CurrencyExit States
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.currency.MBasicCurrencyCommerce
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)47
CurrencyFolder and Class Information
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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
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• 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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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 ≥ 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.
0.40truetrueYesdecimal(0.0 to1.0)
currency_confidence_level
(Currency Confidence Level)
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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
falsetruetrueYesbooleanmodal
(Disable Hotlinks) (the currency and boolean grammars) willbe enabled for the duration of the element.Otherwise all active grammars will beenabled.
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 _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1maxnbest
(Maxnbest)
Element DataNotesTypeName
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.
floatvalue_confidence
This is the confidence value of the captured confirm utterance.floatconfirm_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 thenbestUtteranceX n-best list and nbestUtteranceX holds the utterance of the lasthypothesis.
This set of element data stores the interpretations of captured n-bestutterances. While the maximum number of nbestInterpretationX
stringnbestInterpretation1
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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
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
…
nbestInputmodeX
Exit StatesNotesName
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 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)
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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.
EndNotesMax 1Req'dName (Label)
Played after the caller chooses the yes option. Ifnot specified, no audio will be played when thisoption is chosen.
YesNoyes_audio_group
(Yes)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.currency.MBasicCurrencyWithConfirmCommerce
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Currency_with_ConfirmCurrency Confirm
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
Required return argument thatholds a value to be returned tothe calling application.
NonetruetrueYesstringcaller_input
(Caller Input)
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Optional return argument thatis returned to the callingapplication.
NonetruetrueNostringFromExtVXML0
(External VXML 0)
Optional return argument thatis returned to the callingapplication.
NonetruetrueNostringFromExtVXML1
(External VXML 1)
Optional return argument thatis returned to the callingapplication.
NonetruetrueNostringFromExtVXML2
(External VXML 2)
Optional return argument thatis returned to the callingapplication.
NonetruetrueNostringFromExtVXML3
(External VXML 3)
Exit StatesNotesName
The element execution is complete.done
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.internal.CiscoSubdialogReturnElementCisco
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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.
• Settings, on page 57• Exit States, on page 58• Folder and Class Information, on page 58
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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
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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)
Exit StatesNotesName
The element execution is complete.done
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.internal.CiscoSubdialogStartElementCisco
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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
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SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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
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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”]
Exit StatesNotesName
The database query was successfully completed.done
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.action.database.DatabaseActionIntegration
EventsNotesName (Label)
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.
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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.
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DatabaseCreate JNDI Database Connection in Tomcat for Use in VXML Applications
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
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DatabaseSteps
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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 “??”.
• Settings, on page 65• Element Data, on page 66• Exit States, on page 67• Audio Groups, on page 67• Folder and Class Information, on page 68• Events, on page 68
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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 events.0 = infinite noinputs allowed.
3truetrueYesint ≥ 0collect_max_noinput_count
(Date Max NoInput Count)
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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.
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 _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1maxnbest
(Maxnbest)
Refer to the following Element Data table for information about nbestUtteranceX and nbestInterpretationX.
Element DataNotesTypeName
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.
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 thenbestUtteranceX n-best list and nbestUtteranceX holds the utterance of the lasthypothesis.
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DateElement Data
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
…
nbestInputmodeX
Exit StatesNotesName
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)
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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)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.date.MBasicDateDate & Time
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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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 “??”.
• Settings, on page 69• Element Data, on page 70• Exit States, on page 71• Audio Groups, on page 72• Folder and Class Information, on page 73• Events, on page 73
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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 date input capture. 0 =infinite noinputs allowed.
3truetrueYesint ≥ 0collect_max_noinput_count
(Date Max NoInput Count)
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The maximum number of nomatch eventsallowed during date input capture. 0 =infinite nomatches allowed.
3falsetrueYesint ≥ 0collect_max_nomatch_count
(Date Max NoMatch Count)
The maximum number of noinput eventsallowed during date input confirmation. 0= infinite noinputs allowed.
3truetrueYesint ≥ 0confirm_max_noinput_count
(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)
The maximum number of times a caller isallowed to disconfirm a captured input. 0= infinite disconfirmations allowed.
3falsetrueYesint ≥ 0max_disconfirmed_count
(Max Disconfirmed Count)
The confidence level threshold to useduring date capture.
0.40falsetrueYesdecimal(0.0 –1.0)
collect_confidence_level
(Date Confidence Level)
The confidence level threshold to useduring confirmation.
0.50falsetrueYesdecimal(0.0 –1.0)
confirm_confidence_level
(Confirm Confidence Level)
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.
If set to true, user DTMF input for theelement is considered secure and the
falsefalsetrueYesbooleansecure_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 _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
The maximum number of speechrecognition results that can be generatedper voice input.
1falsetrueYesint ≥ 1maxnbest
(Maxnbest)
Refer to the following Element Data table for information about nbestUtteranceX and nbestInterpretationX.
Element DataNotesTypeName
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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.
floatvalue_confidence
This is the confidence value of the captured confirm utterance.floatconfirm_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 thenbestUtteranceX n-best list and nbestUtteranceX holds the utterance of the lasthypothesis.
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 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
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 thenbestConfidenceX top 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
…
nbestInputmodeX
Exit StatesNotesName
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
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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)
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)
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.
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.
NoNoconfirm_noinput_audio_group
(Confirm NoInput)
Played when a nomatch event occurs during dateconfirmation. The nomatch event countcorresponds to the audio group count.
NoNoconfirm_nomatch_audio_group
(Confirm NoMatch)
Played when a help event occurs during dateconfirmation. The help event count corresponds
NoNoconfirm_help_audio_group
(Confirm Help) to the audio group count. If not specified, bydefault help is treated as nomatch.
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Date_with_ConfirmAudio Groups
Played after the caller disconfirms a date entry.NoNodisconfirmed_audio_group(Disconfirmed)
EndNotesMax 1Req'dName (Label)
Played after the caller chooses the yes option. Ifnot specified, no audio will be played when thisoption is chosen.
YesNoyes_audio_group
(Yes)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.date.MBasicDateWithConfirmDate & Time
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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Date_with_ConfirmEnd
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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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
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
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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.
Custom VoiceXML PropertiesNotesTypeName (Label)
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.
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Dialogflow ElementCustom VoiceXML Properties
NotesTypeName (Label)
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
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Dialogflow ElementElement Data
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
Exit StatesNotesName
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.
YesNodone_audio_group (Done)
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Dialogflow ElementExit States
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.form .Form
EventsClass NameName (Label)
You can select Java Exception, VXML Event, orHotlink as event handler forthis element.
Event Type
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Dialogflow ElementFolder and Class Information
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)80
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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
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
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NotesDefaultSubstitutionAllowed
SingleSettingValue
RequiredTypeName (Label)
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
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DialogflowIntent ElementSettings
NotesDefaultSubstitutionAllowed
SingleSettingValue
RequiredTypeName (Label)
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.
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DialogflowIntent ElementSettings
NotesDefaultSubstitutionAllowed
SingleSettingValue
RequiredTypeName (Label)
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.
Custom VoiceXML PropertiesNotesTypeName (Label)
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.
BooleanDialogflow.queryParams
.sentimentAnalysisRequestConfig If not provided, sentimentanalysis is not performed.
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DialogflowIntent ElementCustom VoiceXML Properties
NotesTypeName (Label)
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.
The language code that was triggered during recognition.language_code
Also see Recognize.alternateLanguages under Settings.
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DialogflowIntent ElementElement Data
DescriptionElement Data
Sentiment score of the user input.sentiment_score
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
Form Data CaptureNotesMax1RequiredName (Label)
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)
EndNotesMax1RequiredName (Label)
Played when the formdata capture is completed
YesNodone_audio_group
(Done)and the voice element
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DialogflowIntent ElementExit States
NotesMax1RequiredName (Label)
exits with the Done exitstate.
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DialogflowIntent ElementEnd
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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
• Settings, on page 89• Custom VoiceXML Properties, on page 92• Element Data, on page 93• Exit States, on page 93• Audio Group, on page 94• Folder and Class Information, on page 95• Events, on page 95
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
RequiredTypeName (Label)
The type of entryallowed for input.
voicefalsetrueYesstringInput Mode
Possible values arevoice (voice only)and dtmf+voice
(DTMF and voice).
The maximumduration allowed for
5struetrueYesint ≥ 0NoInput Timeout
silence before aNoInput event is
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NotesDefaultSubstitutionAllowed
SingleSettingValue
RequiredTypeName (Label)
triggered. Possiblevalues are standardtime designationsincludingnon-negativenumbers and a timeunit. For example,3s (for seconds) or300 ms (formilliseconds).
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 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
falsetruetrueYesbooleanSecure Logging
potentially sensitivedata of the elementis enabled. If this isset to true, theelement's potentiallysensitive data is notlogged.
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DialogflowParam ElementSettings
NotesDefaultSubstitutionAllowed
SingleSettingValue
RequiredTypeName (Label)
Terminates the voicestream or DTMFcollection.
#truetrueNoStringTermination Character
The maximum time(in seconds) the
30struetrueYesint ≥ 0Max Input Time
voice input isallowed to last.Possible values arepositive integervalues followed by s(seconds). Forexample, 50s.Default value is 30s.
The interval ofsilence (in seconds
2struetrueYesint ≥ 0Final Silence
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
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DialogflowParam ElementSettings
NotesDefaultSubstitutionAllowed
SingleSettingValue
RequiredTypeName (Label)
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.
Custom VoiceXML PropertiesNotesTypeName (Label)
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']}]}].
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DialogflowParam ElementCustom VoiceXML Properties
NotesTypeName (Label)
Configures the type ofsentiment analysis to perform.
BooleanDialogflow.queryParams
.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.
DescriptionElement Data
This is the action parameter from Dialogflow.action
This is fulfillment text from Dialogflow.fulillment_text
Indicates the type of input captured (dtmf or dtmf+voice).input_type
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.
Sentiment score of the user input.sentiment_score
Exit StatesDescriptionExit State
This is returned when the configured parameter is filled.Done
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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
Form Data CaptureNotesMax1RequiredName (Label)
Played when the voiceelement begins.
YesYesinitial_audio_group
(Initial)
Played when a NoMatchevent occurs.
NoNonomatch_audio_group
(NoMatch)
This is applicable onlywhen the input type isdtmf+voice.
Played when a NoInputevent occurs.
NoNonoinput_audio_group
(NoInput)
EndNotesMax1RequiredName (Label)
Played when the formdata capture is completed
YesNodone_audio_group
(Done)and the voice elementexits with the Done exitstate.
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DialogflowParam ElementAudio Group
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.formForm
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as the eventhandler for this element.
Event Type
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DialogflowParam ElementFolder and Class Information
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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.
• Settings, on page 97• Element Data, on page 99• Exit States, on page 100• Audio Groups, on page 100• Folder and Class Information, on page 101• Events, on page 101
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed for input.Possible values are: voice | dtmf | both.
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
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(for seconds) or 3000ms (formilliseconds). Default = 5s.
The maximum number of noinput eventsallowed during digits input capture. 0 =infinite noinputs allowed.
3truetrueYesint ≥ 0max_noinput_count
(Digits Max NoInputCount)
The maximum number of nomatch eventsallowed during digits input capture. 0 =infinite nomatches allowed.
3truetrueYesint ≥ 0max_nomatch_count
(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.
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 _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1maxnbest
(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.
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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
Element DataNotesTypeName
The digit string value captured.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 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
stringnbestInterpretation1
nbestInterpretation2 is equal to the maxnbest setting value, the actual number of these values
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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
floatnbestConfidence1
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.
This set of element data stores the input modes of captured n-bestutterances.
stringnbestInputmode1
nbestInputmode2
…
nbestInputmodeX
Exit StatesNotesName
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)
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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.
YesNodone_audio_group
(Done)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.digit.MBasicDigitNumber Capture
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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DigitsEnd
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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.
• Settings, on page 103• Element Data, on page 105• Exit States, on page 106• Audio Groups, on page 107• Folder and Class Information, on page 108• Events, on page 108
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed for input (duringdigits capture and confirmation). Possiblevalues 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 both
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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.
3truetrueYesint ≥ 0confirm_max_noinput_count
(ConfirmMaxNoIput Count)
The maximum number of nomatch eventsallowed during digits input confirmation.0 = infinite nomatches allowed.
3truetrueYesint ≥ 0confirm_max_nomatch_count
(Confirm Max NoMatchCount)
The maximum number of times a caller isallowed to disconfirm a captured digits
3truetrueYesint ≥ 0max_disconfirmed_count
(Max Disconfirmed Count) input. 0 = infinite disconfirmationsallowed.
The confidence level threshold to useduring digits capture.
0.40truetrueYesdecimal(0.0 to1.0)
digits_confidence_level
(Digits Confidence Level)
The confidence level threshold to useduring confirmation.
0.50truetrueYesdecimal(0.0 to1.0)
confirm_confidence_level
(Confirm 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
falsetruetrueYesbooleanmodal
(Disable Hotlinks) builtin digits and boolean grammars) willbe enabled for the duration of the element.Otherwise all active grammars will beenabled.
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 element
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Digits_with_ConfirmSettings
attributes is to add a _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1maxnbest
(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.
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
Element DataNotesTypeName
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.
floatvalue_confidence
This is the confidence value of the captured confirm utterance.floatconfirm_confidence
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Digits_with_ConfirmElement Data
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-best list andnbestUtteranceX 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 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
floatnbestConfidence1
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.
This set of element data stores the input modes of captured n-bestutterances.
stringnbestInputmode1
nbestInputmode2
…
nbestInputmodeX
Exit StatesNotesName
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
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
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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)
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 captured digitsentry. Upon reaching the max_disconfirmed_count,
NoNodisconfirmed_audio_group
(Disconfirmed) the prompt should be about exiting with themax_disconfirmed exit state.
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Digits_with_ConfirmAudio Groups
EndNotesMax 1Req'dName (Label)
Played after the caller chooses the yes option. Ifnot specified, no audio will be played when thisoption is chosen.
YesNoyes_audio_group
(Yes)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.digit.Number Capture
MBasicDigitWithConfirm
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName(Label)
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
EventsNotesName (Label)
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.
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Exit StatesNotesName
The element execution is complete.done
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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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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.
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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.
The name of a session data variablecontaining a ResultSetList object holding
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.
The name of a session data variablecontaining a ResultSetList object holding
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)
Exit StatesNotesName
The database query successfully completed.done
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EmailExit States
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.action.email.EmailActionNotification
EventsNotesName (Label)
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.
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
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EmailFolder and Class Information
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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.
• Settings, on page 115• Element Data, on page 121• Exit States, on page 122• Audio Groups, on page 123• Folder and Class Information, on page 123• Events, on page 124
SettingsNotesDefaultSub.
AllowSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed for input. Possiblevalues are: voice | dtmf | both.
bothfalsetrueYesstringenum
inputmode
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(Input Mode)
The maximum time allowed for silence or nokeypress before a noinput event is thrown.
5struetrueYesstringnoinput_timeout
(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.
0.40truetrueYesdecimal(0.0 –1.0)
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
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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.
3. The grammar type (optional)
4. URL of the grammar file (required)
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
• 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
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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
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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
Sample configurations values are:
• 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
falsetruetrueYesbooleanmodal
(Disable Hotlinks) grammars. If set to true, only the current Form
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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.
1truetrueYesint ≥ 1maxnbest
(Maxnbest)
If set to true, user DTMF input for the element isconsidered secure and the attributes utterance,
falsetruetrueYesbooleansecure_logging
(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.
falsetruetrueYesBooleandtmf_overlay
(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
1000mstruetrueYesStringdtmf_overlay_interval
(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.
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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.
Element DataNotesTypeName
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.
floatvalue_confidence
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.
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If the slot_element_data setting is blank, these sets ofelement data will not be created.
Note
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
nbestUtterance2maxnbest 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 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 the
interpretation of the last hypothesis.
This set of element data stores the confidence scores of captured n-bestutterances. While the maximum number of nbestConfidenceXvalues
floatnbestConfidence1
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 hypothesisnbestConfidenceX in the n-best list and nbestConfidenceX holds the confidence score of
the last hypothesis.
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.
stringnbestInputmode1
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.
Exit StatesNotesName
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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 caller input matched the grammar correctly.done
Audio Groups
Form Data CaptureNotesMax1Req'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 asks for help. If notspecified, help is treated as a nomatch eventby default.
NoNohelp_audio_group
(Help)
EndNotesMax 1Req'dName (Label)
Played when the form data capture is completed,and the voice element exits with the done exitstate.
YesNodone_audio_group (Done)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.form.Form
MFoundationForm
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EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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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.
• Settings, on page 125• Element Data, on page 132• Exit States, on page 134• Audio Groups, on page 134• Folder and Class Information, on page 135• Events, on page 135
SettingsNotesDefaultSub.
AllowSingleSettingValue
Req'dTypeName (Label)
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The type of entry allowed for input.Possible values are: voice | dtmf | both.
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 (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.
3truetrueYesint ≥ 0confirm_max_noinput_count
(Confirm Max NoInput)
The maximum number of nomatch eventsallowed during form input confirmation. 0= infinite nomatches allowed.
3truetrueYesint ≥ 0confirm_max_nomatch_count
(Confirm Max NoMatch)
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 use forcapture of the form data.
0.40truetrueYesdecimal(0.0 –1.0)
form_confidence_level
(Form Confidence Level)
The confidence level threshold to use forconfirmation of the form data.
0.50truetrueYesdecimal(0.0 –1.0)
confirm_confidence_level
(Confirm Confidence Level)
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
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the attribute will not have an xml:langattribute and the standard scoping rulesapply.
3. The grammar weight (optional)
4. The grammar type (optional)
5. URL of the grammar file (required)
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
• 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
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attribute and the standard scoping rulesapply.
3. The grammar type (optional)
4. URL of the grammar file (required)
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
• 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.
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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
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 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.
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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
Sample configurations values are:
• 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.
Whether or not to temporarily disable allhotlink grammars (global or local) and
falsetruetrueYesbooleanmodal
(Disable Hotlinks) universal grammars. If set to true, only thecurrent Form_With_Confirm element
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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.
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1maxnbest
(Maxnbest)
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 _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
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.
dtmf_overlaysupports only thefollowing 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%
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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
• 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
Element DataNotesTypeName
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.
floatvalue_confidence
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
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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
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
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 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 the
interpretation of the last hypothesis.
This set of element data stores the confidence scores of captured n-bestutterances.While the maximum number of nbestConfidenceX values
floatnbestConfidence1
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.
This set of element data stores the input modes of captured n-bestutterances.
stringnbestInputmode1
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
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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.
Exit StatesNotesName
The maximum number of nomatch events has occurred. If the nomatch max
count is 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 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)
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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.
NoNoconfirm_nomatch_audio_group
(Confirm NoMatch)
Played when a noinput event occurs duringconfirmation.
NoNoconfirm_noinput_audio_group
(Confirm NoInput)
Played when the caller asks for help duringconfirmation.
NoNoconfirm_help_audio_group
(Confirm Help)
Playedwhen the caller disconfirms the value.NoNodisconfirmed_audio_group
(Disconfirmed)
EndNotesMax 1Req'dName (Label)
Played after the caller chooses the yes option. Ifnot specified, no audio will be played when thisoption is chosen.
YesNoyes_audio_group
(Yes)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.form.Form
MFoundationFormWithConfirm
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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Form_with_ConfirmEnd
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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
AllowedSingleSettingValue
Req'dTypeName (Label)
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
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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
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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.
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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
Exit StatesNotesName
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
EventsNotesName (Label)
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.
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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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
This setting specifies the type of datathat will store the result of the
ElementfalsetrueYesstringenum
Type
(Type) mathematical expression. Possiblevalues are: Element | Session. Default= Element.
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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
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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”]
Exit StatesNotesName
The mathematical expression was evaluated and the result was stored as eitherelement data or session data.
done
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.action.math.MathActionMath
EventsNotesName (Label)
You can select Java Exception as event handler type.Event Type
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MathElement Data
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.
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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.
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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.
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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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
The maximum time allowed for silenceor no keypress before a noinput event is
5struetrueYesstringnoinput_timeout
(Noinput Timeout)
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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.
3truetrueYesint ≥ 0max_noinput_count
(Max NoInputCount)
Themaximum number of nomatch eventsallowed during input capture. 0 = infinitenomatches allowed.
3truetrueYesint ≥ 0max_nomatch_count
(Max NoMatchCount)
The confidence level threshold to use.0.40truetrueYesdecimal(0.0 to1.0)
confidence_level
(Confidence Level)
Whether or not to temporarily disable allhotlink grammars (global or local) and
falsetruetrueYesbooleanmodal
(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)
Sample configurations values are:
• en-US;1
• 1
Additional optionX_dtmf settings maybe used to define multiple dtmfkeypresses corresponding to the samereturn value.
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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.
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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 #.
Element DataNotesTypeName
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
Exit StatesNotesName
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
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Menu Support for 2_Option_Menu Through 10_Option_MenuElement Data
Audio Groups
Menu Option CaptureNotesMax1Req'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 voice element completesany of the option exit states.
YesNodone_audio_group (Done)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.menu.MFoundationXOptionMenuMenu
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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
• Settings, on page 153• Element Data, on page 155• Exit States, on page 156• Audio Groups, on page 156• Folder and Class Information, on page 157• Events, on page 157
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed for input.Possible values are: voice | dtmf | both.
bothfalsetrueYesstringenum
inputmode
(Input Mode)
The maximum time allowed for silence orno keypress before a noinput event is
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.
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The maximum number of noinput eventsallowed during number input capture. 0 =infinite noinputs allowed.
3truetrueYesint ≥ 0max_noinput_count
(Number Max NoInputCount)
The maximum number of nomatch eventsallowed during number input capture. 0 =infinite nomatches allowed.
3truetrueYesint ≥ 0max_nomatch_count
(Number Max NoMatchCount)
The confidence level threshold to useduring number capture.
0.40truetrueYesdecimal(0.0 –1.0)
number_confidence_level
(Number ConfidenceLevel)
Whether or not to temporarily disable allhotlink grammars (global or local) and
falsetruetrueYesbooleanmodal
(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.
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 _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1maxnbest
(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.
dtmf_overlaysupports only thefollowing VoiceXMLGateways, and one of theseoptions must be selected beforecreating or deploying the CallStudio application.
• Cisco DTMF
• VoiceXML 2.1 CiscoDTMF
Note
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NumberSettings
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 Element Data table for information about nbestUtteranceX and nbestInterpretationX
Element DataNotesTypeName
The number captured and stored as a whole or decimal number withan optional minus sign.
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
nbestUtterance2maxnbest 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 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 top
nbestInterpretationX hypothesis in the n-best list and nbestInterpretationX holds theinterpretation of the last hypothesis.
This set of element data stores the confidence scores of captured n-bestutterances. While the maximum number of nbestConfidenceX values
floatnbestConfidence1
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 hypothesisnbestConfidenceX
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NumberElement Data
in the n-best list and nbestConfidenceX holds the confidence score ofthe last hypothesis.
This set of element data stores the input modes of captured n-bestutterances.
stringnbestInputmode1
nbestInputmode2
…
nbestInputmodeX
Exit StatesNotesName
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 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)
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NumberExit States
EndNotesMax 1Req'dName (Label)
Played when the number capture is completedand the voice element exits with the done exitstate.
YesNodone_audio_group
(Done)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.Number Capture
number.MBasicNumber
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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NumberEnd
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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
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed for input.Possible values are: voice | dtmf | both.
bothfalsetrueYesstringenum
inputmode
(Input Mode)
The maximum time allowed for silence orno keypress before a noinput event is
5struetrueYesstringnoinput_timeout
(Noinput Timeout)
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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
3truetrueYesint ≥ 0confirm_max_noinput_count
(Confirm Max NoInputCount) confirmation. 0 = infinite noinputs
allowed.
The maximum number of nomatch eventsallowed during number 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 number capture.
0.40truetrueYesdecimal(0.0 –1.0)
number_confidence_level
(Number Confidence Level)
The confidence level threshold to useduring confirmation.
0.50truetrueYesdecimal(0.0 –1.0)
confirm_confidence_level
(Confirm Confidence Level)
If set to true, only the grammars of thecurrent Number_With_Confirm element
falsetruetrueYesbooleanmodal
(Disable Hotlinks) (the builtin number and booleangrammars) will be enabled for the durationof the element. Otherwise all activegrammars 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 andnbestInterpretationX are masked inVXML server logs. The format used torender secure element attributes is to adda _secureLogging suffix. For examplenbestUtterance1_secureLogging,*****.
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Number_with_ConfirmSettings
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1maxnbest
(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.
dtmf_overlaysupports only thefollowing 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 Element Data table for information about nbestUtteraceX and nbestInterpretationX.
Element DataNotesTypeName
The number captured and stored as a whole or decimal number withan optional minus sign.
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.
floatvalue_confidence
This is the confidence value of the captured confirm utterance.floatconfirm_confidence
This stores the number of n-best hypotheses generated by the speechengine.
int ≥ 1nbestLength
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Number_with_ConfirmElement Data
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 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 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 the
interpretation of the last hypothesis.
This set of element data stores the confidence scores of captured n-bestutterances. While the maximum number of nbestConfidenceX values
floatnbestConfidence1
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.
This set of element data stores the input modes of captured n-bestutterances.
stringnbestInputmode1
nbestInputmode2
…
nbestInputmodeX
Exit StatesNotesName
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 max countis 0, this exit state will never occur.
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
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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)
Played when confirmation first begins.YesYesconfirm_initial_audio_group
(Confirm Initial)
Played when a nomatch event occurs duringconfirmation. The nomatch event countcorresponds to the audio group count.
NoNoconfirm_nomatch_audio_group
(Confirm NoMatch)
Played when a noinput event occurs duringconfirmation. The noinput event countcorresponds to the audio group count.
NoNoconfirm_noinput_audio_group
(Confirm NoInput)
Played when a help event occurs duringconfirmation. The help event count corresponds
NoNoconfirm_help_audio_group
(Confirm Help) to the audio group count. If not specified, helpthrows a nomatch by default.
Played after the caller disconfirms a capturednumber entry.
NoNodisconfirmed_audio_group
(Disconfirmed)
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Number_with_ConfirmAudio Groups
EndNotesMax 1Req'dName (Label)
Played after the caller chooses the yes option. Ifnot specified, no audio will be played when thisoption is chosen.
YesNoyes_audio_group
(Yes)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.number.Number Capture
MBasicNumberWithConfirm
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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.
• Settings, on page 165• Element Data, on page 166• Exit States, on page 167• Audio Groups, on page 167• Folder and Class Information, on page 168• Events, on page 168
SettingsNotesDefaultSub.
AllowedSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed for input.Possible values are: voice | dtmf | both.
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 phone input capture. 0 =infinite noinputs allowed.
3truetrueYesint ≥ 0collect_max_noinput_count
(Phone Max NoInputCount)
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The maximum number of nomatch eventsallowed during phone input capture. 0 =infinite nomatches allowed.
3falsetrueYesint ≥ 0collect_max_nomatch_count
(Phone Max NoMatchCount)
The confidence level threshold to useduring phone capture.
0.40truetrueYesdecimal(0.0 –1.0)
collect_confidence_level
(Phone Confidence Level)
If set to true, only the grammars of thecurrent Phone element will be enabled for
falsetruetrueYesbooleanmodal
(Disable Hotlinks) the duration 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 _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1maxnbest
(Maxnbest)
Refer to the following Element Data table for information about nbestUtteranceX and nbestInterpretationX.
Element DataNotesTypeName
The number captured and stored as a whole or decimal number withan optional minus sign.
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
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
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PhoneElement Data
n-best list and nbestUtteranceX holds the utterance of the lasthypothesis.
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 themaximumnumber 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
…
nbestInputmodeX
Exit StatesNotesName
The maximum number of nomatch events has occurred. If the nomatch maxcount is 0, this exit state will never occur.
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)
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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.
NoNocollect_help_audio_group
(Phone Help)
EndNotesMax 1Req'dName (Label)
Played after phone capture iscompleted.
YesNodone_audio_group
(Done)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.phone.MBasicPhoneNumber Capture
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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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.
• Settings, on page 169• Element Data, on page 171• Exit States, on page 171• Audio Groups, on page 172• Folder and Class Information, on page 173• Events, on page 173
SettingsNotesDefaultSub.
AllowedSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed for input.Possible values are: voice | dtmf | both.
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 phone input capture. 0 =infinite noinputs allowed.
3truetrueYesint ≥ 0collect_max_noinput_count
(Phone Max NoInput Count)
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The maximum number of nomatch eventsallowed during phone input capture. 0 =infinite nomatches allowed.
3falsetrueYesint ≥ 0collect_max_nomatch_count
(PhoneMaxNoMatchCount)
The maximum number of noinput eventsallowed during phone input confirmation.0 = infinite noinputs allowed.
3truetrueYesint ≥ 0confirm_max_noinput_count
(Confirm Max NoInputCount)
The maximum number of nomatch eventsallowed during phone input confirmation.0 = infinite nomatches allowed.
3falsetrueYesint ≥ 0confirm_max_nomatch_count
(Confirm Max NoMatchCount)
The maximum number of times a caller isallowed to disconfirm a captured input. 0= infinite disconfirmations allowed.
3falsetrueYesint ≥ 0max_disconfirmed_count
(Max Disconfirmed Count)
The confidence level threshold to useduring phone capture.
0.40truetrueYesdecimal(0.0 –1.0)
collect_confidence_level
(Phone Confidence Level)
The confidence level threshold to useduring confirmation.
0.50truetrueYesdecimal(0.0 –1.0)
confirm_confidence_level
(Confirm 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.
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 _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1Maxnbest
(Maxnbest)
Refer to the Element Data table that follows for information about nbestUtteranceX and nbestInterpretationX.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)170
Phone_With_ConfirmSettings
Element DataNotesTypeName
The number captured and stored as a whole or decimal number withan optional minus sign.
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
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.
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 themaximumnumber 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
…
nbestInputmodeX
Exit StatesNotesName
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Phone_With_ConfirmElement Data
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 maximum number of disconfirmations has occurred. If the maxdisconfirmed count is set to 0, this exit state will never occur.
max_disconfirmed
The phone number captured was confirmed.done
Audio Groups
Phone CaptureNotesMax1Req'dName (Label)
Played when the voice element firstbegins.
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.
NoNocollect_help_audio_group
(Phone Help)
Phone ConfirmNotesMax1Req'dName (Label)
Played when confirmation first begins.YesYesconfirm_initial_audio_group
(Confirm Initial)
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 nomatch event occurs duringconfirmation. The nomatch event countcorresponds to the audio group count.
NoNoconfirm_nomatch_audio_group
(Confirm NoMatch)
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Phone_With_ConfirmAudio Groups
Played when a help event occurs duringconfirmation. The help event count corresponds tothe audio group count.
NoNoconfirm_help_audio_group
(Confirm Help)
Played after the caller disconfirms a captured phoneentry. Upon reaching the
NoNodisconfirmed_audio_group
(Disconfirmed)max_disconfirmed_count, the prompt contentshould be about exitingwith the max_disconfirmedexit state.
EndNotesMax 1Req'dName (Label)
Played after the caller chooses the yes option. Ifnot specified, no audio will be played when thisoption is chosen.
YesNoyes_audio_group
(Yes)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.phone.MBasicPhoneWithConfirmNumber Capture
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)173
Phone_With_ConfirmEnd
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)174
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
SettingsNotesDefaultSubstitution
AllowedSingle SettingValue
Req'dTypeName (Label)
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
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NotesDefaultSubstitutionAllowed
Single SettingValue
Req'dTypeName (Label)
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>
Element DataNotesTypeName
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.
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POD_AddElement Data
Exit StatesNotesName
The custom action element is added.done
EventsNotesName (Label)
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)177
POD_AddExit States
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)178
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
SettingsNotesDefaultSubstitution
AllowedSingle SettingValue
Req'dTypeName (Label)
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
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Element DataNotesTypeName
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
Exit StatesNotesName
The element execution is complete and the read POD operation is successful.done
EventsNotesName (Label)
You can select Java Exception as event handler type.Event Type
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POD_ReadElement Data
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)181
POD_ReadEvents
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)182
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
SettingsNotesDefaultSubstitution
AllowedSingle SettingValue
Req'dTypeName (Label)
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
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NotesDefaultSubstitutionAllowed
Single SettingValue
Req'dTypeName (Label)
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>
Element DataNotesTypeName
Contains the unique ID for the POD that was updated.stringpod_id
Exit StatesNotesName
The custom action element is updated.done
EventsNotesName (Label)
You can select Java Exception as event handler type.Event Type
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POD_UpdateElement Data
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.
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)185
POD_UpdateEvents
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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.
• Settings, on page 187• Element Data, on page 191• Exit States, on page 191• Audio Groups, on page 192• Folder and Class Information, on page 192• Events, on page 192
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
The maximum time allowed forsilence or no keypress before a
5struetrueYesstringnoinput_timeout
(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.
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The maximum number of noinputevents allowed during input capture.0 = infinite noinputs allowed.
3truetrueYesint ≥ 0max_noinput_count
(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
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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.
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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 =
falsetruetrueYesbooleanSecure
(Secure) false, indicates file transfer happensover FTP by default.
The user name to use while FTPingthe recording, if ftp_host is set.
NonetruetrueYesstringftp_user
(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.
NonetruetrueNostringftp_path
(FTP Path)
Whether or not the FTP is to beperformed in the background, ifftp_host is set.
truetruetrueYesbooleanftp_in_background
(FTP In Background)
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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
Element DataNotesTypeName
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
Exit StatesNotesName
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
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RecordElement Data
Audio Groups
Record CaptureNotesMax1Req'dName (Label)
Played when the voice element firstbegins.
YesYesinitial_audio_group
(Initial)
Played when a noinput event occurs.NoNonoinput_audio_group
(No Input)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.record.MRecordRecord
EventsNotesName (Label)
You can select either VXML Event or Java Exception as event handlertype from the drop-down list.
Event Handler
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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.
• Settings, on page 193• Element Data, on page 197• Exit States, on page 197• Audio Groups, on page 198• Folder and Class Information, on page 199• Events, on page 199
SettingsNotesDefaultSub.
AllowedSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed for inputduring confirmation. Possible valuesare: voice | dtmf | both.
bothtruetrueYesstringenum
inputmode
(Input Mode)
The maximum time allowed forsilence or no keypress before a
5struetrueYesstringnoinput_timeout
(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.
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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.
3truetrueYesint ≥ 0confirm_max_noinput_count
(Confirm Max NoInputCount)
The maximum number of nomatchevents allowed during confirmation.0 = infinite nomatches allowed.
3truetrueYesint ≥ 0confirm_max_nomatch_count
(Confirm Max NoMatchCount)
The maximum number of times acaller is allowed to reject a recording.0 = infinite disconfirmations allowed.
3truetrueYesint ≥ 0max_disconfirmed_count
(Max Disconfirmed Count)
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
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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.
0.50truetrueYesdecimal(0.0 –1.0)
confirm_confidence_level
(Confirm Confidence Level)
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
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Record_With_ConfirmSettings
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 =
falsetruetrueYesbooleanSecure
(Secure) false, indicates file transfer happensover FTP by default.
The user name to use while FTPingthe recording, if ftp_host is set.
NonetruetrueYesstringftp_user
(FTP User)
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Record_With_ConfirmSettings
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.
NonetruetrueNostringftp_path
(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.
Element DataNotesTypeName
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
Exit StatesNotesName
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Record_With_ConfirmElement Data
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 maximum number of disconfirmations has occurred. If the maxdisconfirmed count is set to 0, this exit state will never occur.
max_disconfirmed
The recorded message was confirmed.done
Audio Groups
Record CaptureNotesMax1Req'dName (Label)
Played when the voice element firstbegins.
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.
NoNoconfirm_nomatch_audio_group
(Confirm NoMatch)
Played when a noinput event occurs duringconfirmation.
NoNoconfirm_noinput_audio_group
(Confirm NoInput)
Played when the caller asks for help during theconfirmation menu. If not specified, help is treatedas a nomatch by default.
NoNoconfirm_help_audio_group
(Confirm Help)
Played after the caller disconfirms the recordedentry, upon reaching the max_disconfirmed_count.
YesNomax_disconfirmed_audio_group
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Record_With_ConfirmAudio Groups
(Max Disconfirmed) The prompt should be about exiting with themax_disconfirmed exit state.
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.record.MRecordWithConfirmRecord
EventsNotesName (Label)
You can select either VXML Event or Java Exception as event handlertype from the drop-down list.
Event Handler
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Record_With_ConfirmFolder and Class Information
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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.
SettingsNotesDefaultSubstitution
AllowedSingleSetting Value
Req'dTypeName(Label)
This settingsspecifies whetherSNMP alert to begenerated.
BlankfalsetrueYesBooleanEndpointURL
Supported HTTPmethods:
GET (Read);
PUT(Update/Replace);
POST (Create)
DELETE (Delete)
GETYesHTTPmethod
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NotesDefaultSubstitutionAllowed
SingleSetting Value
Req'dTypeName(Label)
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
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Rest_Client ElementSettings
NotesDefaultSubstitutionAllowed
SingleSetting Value
Req'dTypeName(Label)
BlankNoHeaders
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Rest_Client ElementSettings
NotesDefaultSubstitutionAllowed
SingleSetting Value
Req'dTypeName(Label)
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
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Rest_Client ElementSettings
NotesDefaultSubstitutionAllowed
SingleSetting Value
Req'dTypeName(Label)
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
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Rest_Client ElementSettings
NotesDefaultSubstitutionAllowed
SingleSetting Value
Req'dTypeName(Label)
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
Element DataNotesTypeName
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
Exit StatesNotesName
The element execution is complete.done
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Rest_Client ElementElement Data
EventsNotesName (Label)
Java Exception event handler type can be selected.Event Type
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Rest_Client ElementEvents
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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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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
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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.
Element DataNotesTypeName
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>
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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.
Exit StatesNotesName
The element execution is complete and the value was successfully retrieved.done
The element failed to retrieve the value.error
Folder and Class InformationClass NameStudio Element Folder Name
com.cisco.cvp.vxml.custelem.ReqICMLabelCisco
EventsNotesName (Label)
You can select Java Exception as event handler type.Event Type
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ReqICMLabelSession Data
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.
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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.
• Settings, on page 213• Exit States, on page 214• Folder and Class Information, on page 214• Events, on page 214
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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
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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.
Exit StatesNotesName
The element execution is complete.done
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.internal.SubdialogInvokeGeneral
EventsNotesName (Label)
The VXML Event handler type is available for this element.Event Type
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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.
• Settings, on page 215• Exit States, on page 215• Folder and Class Information, on page 216
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName(Label)
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.
Exit StatesNotesName
The element execution is complete.done
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Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.internal.DefaultSubdialogReturnElementGeneral
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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.
• Settings, on page 217• Exit States, on page 218• Folder and Class Information, on page 218
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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.
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Exit StatesNotesName
The element execution is complete.done
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.internal.DefaultSubdialogStartElementGeneral
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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.
• Settings, on page 219• Element Data, on page 220• Exit States, on page 221• Audio Groups, on page 221• Folder and Class Information, on page 222• Events, on page 222
SettingsNotesDefaultSub.
AllowedSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed for input.Possible values are: voice | dtmf | both.
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 time input capture. 0 =infinite noinputs allowed.
3truetrueYesint ≥ 0collect_max_noinput_count
(TimeMax NoInput Count)
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The maximum number of nomatch eventsallowed during time input capture. 0 =infinite nomatches allowed.
3falsetrueYesint ≥ 0collect_max_nomatch_count
(Time Max NoMatchCount)
The confidence level threshold to useduring time capture.
0.40truetrueYesdecimal(0.0 –1.0)
collect_confidence_level
(Time Confidence Level)
If set to true, only the grammars of thecurrent Time element will be enabled for
falsetruetrueYesbooleanmodal
(Disable Hotlinks) the duration 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 _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1maxnbest
(Maxnbest)
Refer to the Element Data table for information about nbestUtteranceX and nbestInterpretationX.
Element DataNotesTypeName
The number captured and stored as a whole or decimal number withan optional minus sign.
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
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.
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TimeElement Data
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 themaximumnumber 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
…
nbestInputmodeX
Exit StatesNotesName
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 time capture was completed.done
Audio Groups
Time CaptureNotesMax1Req'dName (Label)
Played when the voice element first begins.YesYescollect_initial_audio_group
(Time Initial)
Played when a noinput event occurs. The noinputevent count corresponds to the audio group count.
NoNocollect_noinput_audio_group
(Time NoInput)
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TimeExit States
Playedwhen a nomatch event occurs. The nomatchevent count corresponds to the audio group count.
NoNocollect_nomatch_audio_group
(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.
NoNocollect_help_audio_group
(Time Help)
EndNotesMax 1Req'dName (Label)
Played after the time capture is completed. Ifnot specified, no audio will be played.
YesNodone_audio_group
(Done)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.time.MBasicTimeDate & Time
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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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.
• Settings, on page 223• Element Data, on page 225• Exit States, on page 226• Audio Groups, on page 226• Folder and Class Information, on page 227• Events, on page 227
SettingsNotesDefaultSub.
AllowedSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed for input.Possible values are: voice | dtmf | both.
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 time input capture. 0 =infinite noinputs allowed.
3truetrueYesint ≥ 0collect_max_noinput_count
(Time Max NoInput Count)
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The maximum number of nomatch eventsallowed during time input capture. 0 =infinite nomatches allowed.
3falsetrueYesint ≥ 0collect_max_nomatch_count
(Time Max NoMatch Count)
The maximum number of noinput eventsallowed during time input confirmation.0 = infinite noinputs allowed.
3truetrueYesint ≥ 0confirm_max_noinput_count
(Confirm Max NoInputCount)
The maximum number of nomatch eventsallowed during time input confirmation.0 = infinite nomatches allowed.
3falsetrueYesint ≥ 0confirm_max_nomatch_count
(Confirm Max NoMatchCount)
The maximum number of times a caller isallowed to disconfirm a captured input. 0= infinite disconfirmations allowed.
3falsetrueYesint ≥ 0max_disconfirmed_count
(Max Disconfirmed Count)
The confidence level threshold to useduring time capture.
0.40truetrueYesdecimal(0.0 –1.0)
collect_confidence_level
(Time Confidence Level)
The confidence level threshold to useduring confirmation.
0.50truetrueYesdecimal(0.0 –1.0)
confirm_confidence_level
(Confirm Confidence Level)
If set to true, only the grammars of thecurrent Time_With_Confirm element (the
falsetruetrueYesbooleanmodal
(Disable Hotlinks) builtin time and boolean grammars) willbe enabled for the duration of the element.Otherwise all active grammars will beenabled.
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 _secureLoggingsuffix. For examplenbestUtterance1_secureLogging,*****.
The maximum number of speechrecognition results that can be generatedper voice input.
1truetrueYesint ≥ 1maxnbest
(Maxnbest)
Refer to the Element Data table for information about nbestUtteranceX and nbestInterpretationX.
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Time_With_ConfirmSettings
Element DataNotesTypeName
The number captured and stored as a whole or decimal number withan optional minus sign.
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.
floatvalue_confidence
This is the confidence value of the captured confirm utterance.floatconfirm_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 thenbestUtteranceX n-best list and nbestUtteranceX holds the utterance of the lasthypothesis.
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 themaximum 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
…
nbestInputmodeX
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Time_With_ConfirmElement Data
Exit StatesNotesName
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 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)
Played when the voice element first begins.YesYescollect_initial_audio_group
(Time Initial)
Played when a noinput event occurs during timeinput. The noinput event count corresponds to theaudio group count.
NoNocollect_noinput_audio_group
(Time NoInput)
Played when a nomatch event occurs during timeinput. The nomatch event count corresponds to theaudio group count.
NoNocollect_nomatch_audio_group
(Time NoMatch)
Played when a help event occurs during time input.The help event count corresponds to the audio
NoNocollect_help_audio_group
(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)
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Time_With_ConfirmExit States
Played when a nomatch event occurs during timeconfirmation. The nomatch event countcorresponds to the audio group count.
NoNoconfirm_nomatch_audio_group
(Confirm NoMatch)
Played when a noinput event occurs during timeconfirmation. The noinput event countcorresponds to the audio group count.
NoNoconfirm_noinput_audio_group
(Confirm NoInput)
Played when a help event occurs during timeconfirmation. The help event count corresponds
NoNoconfirm_help_audio_group
(Confirm Help) to the audio group count. If not specified, bydefault help throws a nomatch.
Played after the caller disconfirms a time entrycaptured.
NoNodisconfirmed_audio_group
(Disconfirmed)
EndNotesMax 1Req'dName (Label)
Played after the caller chooses the yes option. Ifnot specified, no audio will be played when thisoption is chosen.
YesNoyes_audio_group
(Yes)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.time.MBasicTimeWithConfirmDate & Time
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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Time_With_ConfirmEnd
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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
• Settings, on page 229• Custom VoiceXML Properties, on page 231• Element Data, on page 231• Exit States, on page 232• Audio Group, on page 232• Folder and Class Information, on page 233• Events, on page 233
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
The type of entry allowed forinput. Possible values are
voicefalsetrueYesstringInput Mode
voice (only voice input) anddtmf+voice (voice andDTMFinput).
The maximum time allowedfor silence before a noinput
5struetrueYesint ≥ 0NoInput Timeout
event is thrown. Possiblevalues are standard timedesignations including both a
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non-negative number and atime unit.
For example, 3s for secondsor 3000 ms for milliseconds.
The maximum number ofnoinput events allowed during
3truetrueYesint ≥ 0Max NoInput Count
input capture. Possible valuesare int > 0where 0 = infinitenoinputs allowed.
The maximum number ofNoMatch events allowed during
3truetrueYesint ≥ 0Max NoMatch Count
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
falsetruetrueYesbooleanSecure Logging
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
30struetrueYesint ≥ 0Max Input Time
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
2struetrueYesint ≥ 0Final Silence
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
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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.
Custom VoiceXML PropertiesNotesTypeName (Label)
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.
The default setting for this parameter is true.
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.
The default setting for this parameter is true.
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
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Transcribe ElementCustom VoiceXML Properties
Transcribed text or DTMF collected.value
Indicates the type of input captured (dtmf or dtmf+voice).input_type
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
The language code that was triggered during recognition.language_code
Also see Recognize.alternateLanguages under Settings
Exit StatesNotesName
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
Form Data CaptureNotesMax1RequiredName (Label)
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.
NoNonomatch_audio_group
(NoMatch)
Played when a NoInput event occurs.NoNonoinput_audio_group
(NoInput)
EndNotesMax1RequiredName (Label)
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Transcribe ElementExit States
Played when the form data capture iscompleted and the voice element exits withthe Done exit state.
YesNodone_audio_group (Done)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.form.Form
EventsClass NameName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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Transcribe ElementFolder and Class Information
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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.
• Settings, on page 235• Element Data, on page 237• Exit States, on page 237• Audio Groups, on page 237• Folder and Class Information, on page 238• Events, on page 238
SettingsNotesDefaultSub.
AllowedSingleSettingValue
Req'dTypeName (Label)
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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.
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TransferSettings
Element DataNotesTypeName
The value returned by the transfer field. This is dependenton the voice browser.
stringresult
Exit StatesNotesName
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)
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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)
EndNotesMax 1Req'dName (Label)
Played when the call transfer completes with theparty called hanging up and the caller staying onthe line.
YesNodone_audio_group
(Done)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.transfer.MTransferCall Control
EventsNotesName (Label)
You can select either VXML Event or Java Exception as event handlertype from the drop-down list.
Event Handler
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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
SettingsNotesDefaultSubstitution
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
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• 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
EventsNotesName (Label)
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
OthersVideoStudio Element Folder
com.cisco.cvp.vxml.custelem.VideoConnectClass Name
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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 in@audiumstudio.field@, 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.
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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 the@audiumcallservices.field@ 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
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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
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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 initiate@audiumstudio.field@'s download,caching, and parsing of theWSDL.Once WSDL is loaded, the otherconfiguration options becomeavailable.
WSDL LocationLoad WSDL
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Web Service ElementsSettings
DescriptionNameGroup
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
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Web Service ElementsSettings
DescriptionNameGroup
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.
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Web Service ElementsSettings
DescriptionNameGroup
This setting allows you to specifyhow many seconds@audiumcallservices.field@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
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Web Service ElementsSettings
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.
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Web Service ElementsConfiguring Request Parameters
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.
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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.
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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
SettingsNotesDefaultSubstitution
AllowedSingleSettingValue
Req'dTypeName (Label)
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
Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.5(1)251
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.
Element DataNotesTypeName
This field holds the questions and answers along with prefillsin JSON format submitted to WXM.
stringvalue
Exit StatesNotesName
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
Form Data CaptureNotesMax1RequiredName (Label)
Played when a NoInput event occurs.NoNonoinput_audio_group (NoInput)
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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
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.formForm
EventsNotesName (Label)
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WxM PCS ElementCustom Prefills
You can select Java Exception, VXML Event, or Hotlink, as eventhandler for this element.
Event Type
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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).
• Settings, on page 255• Element Data, on page 256• Exit States, on page 256• Audio Groups, on page 257• Folder and Class Information, on page 257• Events, on page 257
SettingsNotesDefaultSub.
AllowedSingleSettingValue
Req'dTypeName (Label)
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
bothfalsetrueYesstringenum
inputmode
(Input Mode) entry, or both). Possible values are:voice | dtmf | both.
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True adds a replay option whichreplays the initial prompt.
falsetruetrueYesbooleanreplay
(Replay)
The maximum time allowed forsilence or no keypress before a
5struetrueYesstringnoinput_timeout
(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)
falsetruetrueYesbooleanmodal
(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.
Element DataNotesTypeName
This is the value chosen by the caller. Can be: yes or no.stringvalue
This is the confidence value of the utterance.floatvalue_confidence
Exit StatesNotesName
The maximum number of nomatch events has occurred. If the nomatch maxcount is 0, this exit state will never occur.
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
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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)
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 asks for help. If notspecified, help is treated as a nomatch eventby default.
NoNohelp_audio_group
(Help)
EndNotesMax 1Req'dName (Label)
Played when the caller chose the yes option. Ifnot present, no audio will play when this optionis chosen.
YesNoyes_audio_group
(Yes)
Folder and Class InformationClass NameStudio Element Folder Name
com.audium.server.voiceElement.menu.MYesNoMenuMenu
EventsNotesName (Label)
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Yes_No_MenuAudio Groups
You can select Java Exception, VXML Event, or Hotlink as eventhandler for this element.
Event Type
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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
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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
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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
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