XML based Interactive Voice Response System
|
|
|
- Magdalene Manning
- 8 years ago
- Views:
Transcription
1 XML based Interactive Voice Response System Sharad Kumar Singh PT PureTesting Software P Ltd. Noida, India ABSTRACT The paper presents the architecture of a web based interactive voice response system using Voice XML. The paper includes a discussion on the architecture of the IVR system, its components, and a detailed description of the functionality of VXML Interpreter and its use in IVR systems. It also describes the integration of VXML Interpreter, CCXML Interpreter and the related media & telephony resources. Finally it presents performance measurement techniques and technical proposal for increasing the performance of such a system. General Terms Interactive Voice Response System, Telephony, Voice XML, Call XML Keywords IVR, Voice XML, Web based IVR, VXML Interpreter, CCXML, FIA. 1. INTRODUCTION Interactive voice response (IVR) is a phone technology that allows a computer to interact with humans through the use of voice and DTMF tones input via phone [1]. It has been an essential element in the customer support equation for more than a decade. The driving idea behind the development of VXML was to reduce cost because it would not require expensive call center agents but would be fully automated systems capable of quick modifications. The advancement in technology from touch-tone to speechenable and then integrating both has introduced new challenges including: Integrating disparate customer access points and back-end data sources. Scaling to ever-larger systems. Catering to larger number of customers. Quick development time for new customers and maintenance time for the existing ones. It was difficult to provide solution to the above problems using the traditional interactive voice response systems. Hence, the modern tone-speech enabled solutions were developed to alleviate these problems. Voice XML is used to design and develop the backbone of these solutions which are known as voice portals. The time required for the development of a voice xml based solution is almost three times lesser than what is required for traditional IVRs [2]. For the very same reasons, VoiceXML has been widely adopted and accepted as the platform for developing IVRs in the speech industry. In order to understand the how a VoiceXML IVR application operates it is useful to compare it with a traditional web application. In a traditional web application, web browser presents an HTML based web page from a web server, populates data from a database server and performs specified actions based on the user inputs through the web browser. Similarly, in the case of a VoiceXML IVRs, the VXML engine is responsible for performing the tasks that were performed by the web browser and the web server. 2. A VOICE XML DOCUMENT 2.1 Sample VXML document Following is a sample VXML document: <?xml version="1.0"?> <vxml application="sample.vxml" version="2.0"> <form id="form1"> <block> <prompt> Welcome World </prompt> </block> </form> </vxml> Each tag in the VXML document has its meaning and clearly described functionality as per the W3C standards. However to keep it short, this document plays Welcome World as soon as the user dials in the voice xml gateway. 2.2 HTML versus VXML HTML pages and VXML pages are equally alike and distinct. Following is a code sample from a simple HTML page and a VXML page. Table 1. HTML versus VXML document HTML Page <html> <body> <img src="coffee.jpg"/> </body> </html> VXML Page <vxml version="2.0"> <form> <block> <prompt>coffee </prompt> </block> </form> </vxml> In the above example of HTML, a page is set up where visitors can view a picture of a cup of coffee. However, in the VXML example, a document has been set up where callers can hear a prompt stating "coffee. The theories behind the VoiceXML example could be easily understood by digging a little deeper. 31
![Distributing data and logic flow in and around the other components of the gateway. VoiceXML is not only used to conceive and develop vocal but also multimodal solutions [3].](/docs-images/24/4366928/images/2-0.png "In such a case, VXML interpreter acts as a modality component in the multi modal architecture [4]. 4.")
2 Distributing data and logic flow in and around the other components of the gateway. VoiceXML is not only used to conceive and develop vocal but also multimodal solutions [3]. In such a case, VXML interpreter acts as a modality component in the multi modal architecture [4]. 4.1 VXML Interpreter Fig 1: HTML v/s VXML Using the HTML versus VXML analogy, it is important to compare how HTML pages are served and how VXML pages are executed when a caller calls. When designing an HTML page, a document like above is first created, and then uploaded it to some webserver so that it can be fetched whenever requested. Similarly in VoiceXML the content must be located on a webserver so that the servers can fetch it whenever required. VoiceXML works with the same general principles but here the telephone is used as the browser. The next point of distinction is in how documents are fetched and executed. When a user clicks a link to the 'coffee' HTML page, a request is sent to the webserver hosting the document, and the HTML page will then load the page in the user's web browser with the accompanying picture of a cup of coffee. Again, VoiceXML works on the same principles, with the only difference that the telephone is used as the web browser. Instead of clicking on a link, a user will dial the number pointing to the VMXL gateway, which is the equivalent of a hyperlink in HTML. When this number is dialed, it tells the server/interpreter to fetch the document that has been associated with that particular phone number. Assuming that the code is well formed XML, and that the mapping has no typographical errors, the coffee.vxml file will be loaded and executed, thus outputting the text to speech message to the caller. 3. ARCHITECTURE OF VXML BASED IVR SYSTEM A typical VoiceXML based system contains the four main components. Telephone Network: It could be a PSTN network or VoIP packet network. VoiceXML Gateway: It is the core of the voice xml based IVR systems. It comprises of an engine for interpreting VXML documents, speech synthesis, grammar recognition, audio playbacks and telephony resources. Application Server: It is typically a Web Server that hosts the VoiceXML documents. TCP/IP Network: LAN, WAN or public Internet. VoiceXML connects to Telephone Network on one side and TCP/IP network and Application Server on the other side. 4. VOICE XML GATEWAY The components included in the voice xml gateway revolve around the engine which is known as the VXML interpreter. This engine is responsible for Mediating, ling and ECMA Script Scopes and Variables XML Parser Module VXML Interpreter Context Fig 2: VXML Interpreter Form Interpretation Algorithm Select Collect Process Web Server Module Design options The VXML interpreter can be designed in any of the programming languages, the most common being C++ and JAVA [5]. However, there isn t much difference in the design perspective while using C++ or JAVA, both being an Object Oriented Language, the difference lays in the third party libraries and devices which would be required to communicate with the VXML Interpreter. Here, in this article the design and discussions are based on the C++ paradigm Components VXML Interpreter engine comprises of the following major components: Web Server Module The Web Server Module uses various protocols, provided within the implementation to fetch documents and applications from a document server. The common protocols which are used in order to request for and download documents from the document server via the HTTP client are through HTTP get, HTTP post, ftp and HTTPS. The protocol to be used and the document to be downloaded are specified during session initiation [6]. However, these could be specified again while traversing from one document to another. 32
3 A DNS lookup service is sometimes also required to resolve the named address. Multi-threading safe third party libraries such as libcurl etc. are used to achieve high performance document fetching in the engine Form Interpretation Module The form Interpretation Module is responsible for the implementing the functional logic and traversing through the VXML document based on caller inputs [7]. The form interpretation algorithm (FIA) drives the interaction between the caller and a VoiceXML input items. Execution of the code in forms is handled by the form interpretation algorithm (FIA), which loops through the items in the form and processes (or reprocesses) them. According to the W3C recommendation, FIA must handle the following [7] Form initialization. Prompting or delivering audio to the caller. Grammar activation and deactivation Entering the form with an utterance that matched one of the form's document-scoped grammars while the user was visiting a different form or menu. Leaving the form because the user matched another form, menu, or link's document-scoped grammar. Processing multiple field fills from one utterance, including the execution of the relevant <filled> actions. Selecting the next form item to visit, and then processing that form item. Choosing the correct catch element to handle any events thrown while processing a form item. The interpretation algorithm of FIA is broken into three different phases viz. select, collect and process phase [8]. In select phase the VXML interpreter selects the form item (input item) which needs to be processed. Then in the collect phase it collects the caller input against the selected item and validates with the active grammars which are basically validation rules for the input item [9]. Finally in the process phase, it processes the user input as per the execution logic defined in the VXML document XML Parser Module The XML Parser module acts as the interface between the engine and the third party XML parsing and validation library. It is also responsible for handling the tags pertaining to the parsed DOM trees. It also contains functionality which allows the user to validate dynamically generated XML scripts against DTD and Schema. Its major functionality is to convert the parsed VXML file into a binary format to facilitate quick cycles for the Form Interpretation Module. 4.2 Media Resource The media resource is responsible for speech recognition and grammar validations for the input received from the caller as an audio. It matches the input against the active grammars and converts the audio response to binary format which could be understood by the VXML Interpreter. It is also responsible for converting text to speech and audio playback. Whenever FIA encounters prompt element or block element with a text, it needs to be played as an audio to the caller [10]. The VXML interpreter sends this audio text or a.wav file location to the media resource which in turn plays it to the caller. 4.3 Telephony Resource The telephony resources include DTMF inputs and Call control. DTMF inputs serve as caller responses to the Voice gateway. The call control features such as call disconnect, call transfer, conference etc. which are sent from the telephone are handled by the telephony resource. In order to achieve these functionalities Call Interpreter and VXML Interpreter should work in conjunction as described in the fig CCXML GATEWAY The CCXML (Call XML) gateway is required to handle call control requirements that are beyond the scope of the VoiceXML specification. Although the CCXML and VXML can be used in conjunction, both are mutually independent. VoiceXML does support certain call control features like transfer etc. but these would not be enough for providing complex solutions for call controls, which would be required in IVR systems. Hence, there are two approaches in designing an IVR system using the VXML. The first approach combines SIP as a control language and VoiceXML as the interaction language [11]. The second approach is to use CCXML as a control language. Former being more used with traditional IVR systems built with CCXML and the latter is used in more recent and advanced IVR systems. CCXML offers more controlled and advanced call control features with the advantage of short development time required to implement and modify the system. The following requirements are addressed by this w3c specification [12]: Support for multi-party conferencing, with advanced conference and audio control. A conferencing application involves multiple participants, and is dependent upon call control to establish relationships between those participants. The ability to give each active call leg its own dedicated VoiceXML interpreter. For example, in VoiceXML, the second leg of a transferred call lacks a VoiceXML interpreter of its own, limiting the scope of possible applications. Sophisticated multiple-call handling and control, including the ability to place outgoing calls. Handling for a richer class of asynchronous events. Advanced telephony operations involve substantial amounts of signals, status events, and message-passing. VoiceXML 2.0 does not integrate asynchronous "external" events into its event-processing model. VoiceXML lacks the external interfaces required to interact with an outside call queue, or place calls on behalf of an external document server. The Voice XML when used with CCXML provides the benefits such as lower code complexity and higher extensibility [11]. In such a scenario, the engine and gateway once developed does not require repeated and frequent modifications. The only customization that is required is in creating or modifying the VXML/CCXML documents which are easier to code when compared to traditional code developed in a high level language. Hench the code complexity is reduced. Also XML based languages are far more extensible when compared with SIP based architecture. 33
![2 Form Interpretation Module The form Interpretation Module is responsible for the implementing the functional logic and traversing through the VXML document based on caller inputs [7].](/docs-images/45/4366928/images/page_3.jpg "The form interpretation algorithm (FIA) drives the interaction between the caller and a VoiceXML input items.")
4 Telephony Web Application Voice Web Application Conference Server Conference CCXML C HTTP CCXML Implementation VXML C HTTP Telephone Network Media Telephony Telephone Media Dialog Dialog Server Caller Fig 3: CCXML VXML Integration Architecture 6. DEVELOPMENT TOOLS There are numerous resources which can be used to quickly create or modify an error free VXML document. Following are few of them: 6.1 Plain text IDE These are integrated development environments for creating and modifying a VXML/CCXML document. The IDEs usually should have any or all of the following features: Color Coding This enables the developer to quickly identify the reserve keywords, matching tags, custom strings for prompt and audio playbacks etc. Inline syntax checking The IDEs usually act like a mini interpreter; in which code can be continuously parsed while it is being edited, providing instant feedback when syntax errors are introduced. Document traversal The VXML documents may contain certain transition tags which require a new document to be loaded. These IDEs are also able to immediately load the next document as soon as the user clicks on the hyperlink or the URL. 6.2 GUI based IDE Using the GUI based integrated development environments developer can use the drag and drop feature to create or modify any VXML document. These IDEs serve the same purpose as Plain Text IDEs but differ in the following: Drag and Drop If a developer wants to create or modify any tag in the VXML document, it is not required to type the tag and its parameters. Instead, the developer drags the required tag from the available tag tools and it is automatically populated at the desired location. Proactive rather than reactive The IDE does not allow developer to insert any incorrect tags or correct tags at incorrect locations. Hence, it acts proactively rather than throwing an error after the developer finishes typing. Large binary size GUI based IDEs are complex to design and have a very large binary or source code size. Low availability Since these types of IDEs require a lot of monetary and development effort, these are not easily available commercially as well as in the open source domain. 7. PERFORMANCE MEASUREMENT AND OPTIMIZATION Performance is one of the key features of any VXML or CCXML interpreter. It is measured as how the integrated system performs in terms of responsiveness and stability under a particular workload. The approach suggested here treats the complete gateway as a black box. Artificial load is generated from a different program which is known as a workload generator. The workload generator calls the APIs exposed by the telephony interface. As soon as a call is received on the telephony interface through the workload 34
5 generator, it follows the normal execution path to complete the call which would typically involve session initiation, fetching documents, parsing, traversal and dialog interpretations etc. When it completes the call it returns to the workload generator with the status of the call. This status would comprise of time taken, success/failure etc. A number of calls are generated from the workload generated in order to perform a load test on the system. The through put of the system varies depending on many reasons but the following two are the critical ones to look at: Throuhput Throuhput 1 number of calls to the interface 1 size of the VXML or CCXML document The first one is more of a business requirement that drives the load testing and cannot be regulated or improved through technical improvements in the system. The second one is more relevant for making improvements to the system. It is observed that the performance degradation for huge documents is due to two major factors: Time taken in downloading the document. Parsing the document. Caching could be used in order to reduce the time taken to download the document. The document should be cached and checked before downloading, for any modifications that have been done on the previously downloaded document. If the document has not been modified from the last download it can be fetched from the cache. Similarly, a caching mechanism can be developed for the parsed binary tree which is created after the parsing of the document as described in section of this article. These two techniques could be used in conjunction with each other in order to make major improvements in the performance of the VXML Engine. 8. PLATFORM CERTIFICATION In order to establish a VXML based IVR system, the platform has to go through a series of validation tests which are provided by the VXML forum [13]. These tests are based on W3C VXML specifications and standards. These are basically an exhaustive set of tests which act as a benchmark for the platform based on the W3C standards. The VoiceXML Forum s Platform Certification Program usually provides vendor-independent, industry-standard certification that supports all parts of the VoiceXML ecosystem. 9. ACKNOWLEDGMENTS The author would like to express his sincere thanks to all the people in the VXML Interpreter development team for their help and support without which it would not have been possible to get the deep insights in the Voice XML. 10. REFERENCES [1] From Wikipedia, description about interactive voice response system [2] VoiceXML Forum is a global industry organization that works to accelerate the adoption of VoiceXML and adjacent technologies. The reference is taken from the frequently asked questions of the forum. [3] Anderson, E. A., Breitenbach, S., Burd, T., Chidambaram, N., Houle, P., D. Newsome, D, Tang, X., Zhu, X., Early Adopter VoiceXML, Wrox, 2001 p 24. [4] W3C Recommendation for VoiceXML [5] Adam Hocek, David Cuddihy, Prentice Hall Professional Published: January 2003, Definitive VoiceXML [6] The Staff of DreamTech Inc, McGraw-Hill Companies 2002, VoiceXML 2.0 Developer's Guide [7] W3C Recommendation for VoiceXML [8] A. Larson, Prentice Hall Professional Technical Reference 2002, VoiceXML: Introduction to Developing Speech Applications [9] W3C Recommendation for SRGS grammar. [10] Bob C. Edgar, C M P Books, 2001, the VoiceXML Handbook. [11] Daniel Amyot and Renato Simoes 2007 Combining Voice XML with CCXML: A Comparative Study, Consumer Communications and Networking Conference, [12] W3C Recommendation for CCXML [13] VoiceXML Forum is a global industry organization that works to accelerate the adoption of VoiceXML and adjacent technologies. The reference is taken from the platform certification section of the forum. IJCA TM : 35
Combining VoiceXML with CCXML
Combining VoiceXML with CCXML A Comparative Study Daniel Amyot and Renato Simoes School of Information Technology and Engineering University of Ottawa Ottawa, Canada damyot@site.uottawa.ca, renatops@yahoo.com
Mobile Application Languages XML, Java, J2ME and JavaCard Lesson 03 XML based Standards and Formats for Applications
Mobile Application Languages XML, Java, J2ME and JavaCard Lesson 03 XML based Standards and Formats for Applications Oxford University Press 2007. All rights reserved. 1 XML An extensible language The
Open Source VoiceXML Interpreter over Asterisk for Use in IVR Applications
Open Source VoiceXML Interpreter over Asterisk for Use in IVR Applications Lerato Lerato, Maletšabisa Molapo and Lehlohonolo Khoase Dept. of Maths and Computer Science, National University of Lesotho Roma
VoiceXML Tutorial. Part 1: VoiceXML Basics and Simple Forms
VoiceXML Tutorial Part 1: VoiceXML Basics and Simple Forms What is VoiceXML? XML Application W3C Standard Integration of Multiple Speech and Telephony Related Technologies Automated Speech Recognition
VoiceXML and VoIP. Architectural Elements of Next-Generation Telephone Services. RJ Auburn
VoiceXML and VoIP Architectural Elements of Next-Generation Telephone Services RJ Auburn Chief Network Architect, Voxeo Corporation Editor, CCXML Version 1.0, W3C Ken Rehor Software Architect, Nuance Communications
VoiceXML-Based Dialogue Systems
VoiceXML-Based Dialogue Systems Pavel Cenek Laboratory of Speech and Dialogue Faculty of Informatics Masaryk University Brno Agenda Dialogue system (DS) VoiceXML Frame-based DS in general 2 Computer based
Support and Compatibility
Version 1.0 Frequently Asked Questions General What is Voiyager? Voiyager is a productivity platform for VoiceXML applications with Version 1.0 of Voiyager focusing on the complete development and testing
VoiceXML versus SALT: selecting a voice
VoiceXML versus SALT: selecting a voice application standard When it comes to speech application standards, it seems we've been asking all the wrong questions. The VXML versus SALT debate is currently
CCXML & the Power of Standards-Based Call Control E X E C U T I V E B R I E F I N G M A R C H 2 0 1 0
CCXML & the Power of Standards-Based Call Control E X E C U T I V E B R I E F I N G M A R C H 2 0 1 0 The Call Control Challenge Advanced call control functionality enables companies to more efficiently
How To Use Voicexml On A Computer Or Phone (Windows)
Workshop Spoken Language Dialog Systems VoiceXML Rolf Schwitter schwitt@ics.mq.edu.au Macquarie University 2004 1 PhD Scholarship at Macquarie University A Natural Language Interface to a Logic Teaching
Specialty Answering Service. All rights reserved.
0 Contents 1 Introduction... 3 2 Technology... 5 2.1 VoiceXML Architecture... 6 2.2 Related Standards... 7 2.2.1 SRGS and SISR... 7 2.2.2 SSML... 7 2.2.3 PLS... 7 2.2.4 CCXML... 7 2.2.5 MSML, MSCML, MediaCTRL...
Hosted Fax Mail. Hosted Fax Mail. User Guide
Hosted Fax Mail Hosted Fax Mail User Guide Contents 1 About this Guide... 2 2 Hosted Fax Mail... 3 3 Getting Started... 4 3.1 Logging On to the Web Portal... 4 4 Web Portal Mailbox... 6 4.1 Checking Messages
Application (service logic) Core server (protocol stack) Figure 1: Division of conference server functions. Table 1: Core server signaling functions
Programmable Conference Server Henning Schulzrinne, Kundan Singh and Xiaotao Wu Department of Computer Science, Columbia University {hgs,kns10,xiaotaow}@cs.columbia.edu Abstract Conferencing services for
Advanced Internet Telephony Conferencing Services
Advanced Internet Telephony Conferencing Services Henning Schulzrinne, Kundan Singh and Xiaotao Wu Department of Computer Science, Columbia University {hgs,kns10,xiaotaow}@cs.columbia.edu Abstract Conferencing
Personal Voice Call Assistant: VoiceXML and SIP in a Distributed Environment
Personal Voice Call Assistant: VoiceXML and SIP in a Distributed Environment Michael Pucher +43/1/5052830-98 pucher@ftw.at Julia Tertyshnaya +43/1/5052830-45 tertyshnaya@ftw.at Florian Wegscheider +43/1/5052830-45
Dialog planning in VoiceXML
Dialog planning in VoiceXML Csapó Tamás Gábor 4 January 2011 2. VoiceXML Programming Guide VoiceXML is an XML format programming language, describing the interactions between human
VXI* IVR / IVVR. VON.x 2008 OpenSER Summit. Ivan Sixto CEO / Business Dev. Manager. San Jose CA-US, March 17th, 2008
VXI* IVR / IVVR San Jose CA-US, March 17th, 2008 Ivan Sixto CEO / Business Dev. Manager VON.x 2008 OpenSER Summit Index 1 About INET 2 What is VoiceXML? 3 VXI* Platforms for IVR / IVVR 4 Customer's Business
Version 2.6. Virtual Receptionist Stepping Through the Basics
Version 2.6 Virtual Receptionist Stepping Through the Basics Contents What is a Virtual Receptionist?...3 About the Documentation...3 Ifbyphone on the Web...3 Setting Up a Virtual Receptionist...4 Logging
A design of the transcoder to convert the VoiceXML documents into the XHTML+Voice documents
A design of the transcoder to convert the VoiceXML documents into the XHTML+Voice documents JIEUN KIM, JIEUN PARK, JUNSUK PARK, DONGWON HAN Computer & Software Technology Lab, Electronics and Telecommunications
Phone Routing Stepping Through the Basics
Ng is Phone Routing Stepping Through the Basics Version 2.6 Contents What is Phone Routing?...3 Logging in to your Ifbyphone Account...3 Configuring Different Phone Routing Functions...4 How do I purchase
Integrating VoiceXML with SIP services
Integrating VoiceXML with SIP services Kundan Singh, Ajay Nambi and Henning Schulzrinne Department of Computer Science, Columbia University, New York, NY 10027 Email: {kns10,an2029,hgs}@cs.columbia.edu
Avaya Aura Orchestration Designer
Avaya Aura Orchestration Designer Avaya Aura Orchestration Designer is a unified service creation environment for faster, lower cost design and deployment of voice and multimedia applications and agent
Voicemail. Advanced User s Guide. Version 2.0
Advanced User s Guide Version 2.0 Contents Introduction to the Documentation... 3 About the Documentation... 3 Ifbyphone on the Web... 3 Logging in to your ifbyphone Account... 3 Setting Up a Voice Mailbox...
Thin Client Development and Wireless Markup Languages cont. VoiceXML and Voice Portals
Thin Client Development and Wireless Markup Languages cont. David Tipper Associate Professor Department of Information Science and Telecommunications University of Pittsburgh tipper@tele.pitt.edu http://www.sis.pitt.edu/~dtipper/2727.html
Aspect Education Services
Aspect Education Services Voxeo Training Catalog June 2015 Welcome to Aspect Education Services Aspect offers enterprises and service-providers state-of-the-art IVR platforms and Unified Communications
Abstract. Avaya Solution & Interoperability Test Lab
Avaya Solution & Interoperability Test Lab Application Notes for LumenVox Automated Speech Recognizer, LumenVox Text-to-Speech Server and Call Progress Analysis with Avaya Aura Experience Portal Issue
VoiceXML Data Logging Overview
Data Logging Overview - Draft 0.3-20 August 2007 Page 1 Data Logging Overview Forum Tools Committee Draft 0.3-20 August 2007 Data Logging Overview - Draft 0.3-20 August 2007 Page 1 About the Forum: Founded
IP PBX. SD Card Slot. FXO Ports. PBX WAN port. FXO Ports LED, RED means online
1 IP PBX SD Card Slot FXO Ports PBX LAN port PBX WAN port FXO Ports LED, RED means online 2 Connect the IP PBX to Your LAN Internet PSTN Router Ethernet Switch FXO Ports 3 Access the PBX s WEB GUI The
Enhanced VoIP Based Virtual PC Troubleshooting
International Journal of Scientific & Engineering Research, Volume 3, Issue 4, April-2012 1 Enhanced VoIP Based Virtual PC Troubleshooting U.K.D.S.N. Dayananda, W.N.K.L. Abeyrathna, S.M.C.D. Samarakoon,
VoiceXML Overview. James A. Larson Intel Corporation jim@larson-tech.com. (c) 2007 Larson Technical Services 1
VoiceXML Overview James A. Larson Intel Corporation jim@larson-tech.com (c) 2007 Larson Technical Services 1 Outline Motivation for VoiceXML W3C Speech Interface Framework Languages Dialog VoiceXML 2.0
Dialogos Voice Platform
Dialogos Voice Platform Product Datasheet D i a l o g o s S p e e c h C o m m u n i c a t i o n S y s t e m s S. A. September 2007 Contents 1 Dialogos Voice Platform... 3 1.1 DVP features... 3 1.1.1 Standards-based
Emerging technologies - AJAX, VXML SOA in the travel industry
Emerging technologies - AJAX, VXML SOA in the travel industry Siva Kantamneni Executive Architect IBM s SOA Center Of Excellence email: kantamne@us.ibm.com Tel: 813-356-4113 Contents Emerging technologies
Voice Processing Standards. Mukesh Sundaram Vice President, Engineering Genesys (an Alcatel company)
Voice Processing Standards Mukesh Sundaram Vice President, Engineering Genesys (an Alcatel company) Agenda Interactive Voice Response Speech Processing Computer Telephony Integration IP Telephony Standards
Email Signatures. Advanced User s Guide. Version 2.0
Advanced User s Guide Version 2.0 Contents Email Signatures... 3 About the Documentation... 3 Ifbyphone on the Web... 3 Copying Click-to-XyZ Code... 4 Logging in to your ifbyphone Account... 4 Web-Based
Building Applications with Vision Media Servers
Building Applications with Vision Media Servers Getting Your Ideas to Market Fast David Asher Director, Product Management, Platform Solutions NMS at a Glance Founded in 1983, publicly traded since 1994
Interfaces de voz avanzadas con VoiceXML
Interfaces de voz avanzadas con VoiceXML Digital Revolution is coming Self driving cars Self voice services Autopilot for CAR Speaker Automatic Speech Recognition ASR DTMF keypad SIP / VoIP or TDM Micro
An Introduction to VoiceXML
An Introduction to VoiceXML ART on Dialogue Models and Dialogue Systems François Mairesse University of Sheffield F.Mairesse@sheffield.ac.uk http://www.dcs.shef.ac.uk/~francois Outline What is it? Why
IVR CRM Integration. Migrating the Call Center from Cost Center to Profit. Definitions. Rod Arends Cheryl Yaeger BenchMark Consulting International
IVR CRM Integration Migrating the Call Center from Cost Center to Profit Rod Arends Cheryl Yaeger BenchMark Consulting International Today, more institutions are seeking ways to change their call center
Materials Software Systems Inc (MSSI). Enabling Speech on Touch Tone IVR White Paper
Materials Software Systems Inc (MSSI). Enabling Speech on Touch Tone IVR White Paper Reliable Customer Service and Automation is the key for Success in Hosted Interactive Voice Response Speech Enabled
Realising the Potential of VoiceXML
Realising the Potential of VoiceXML mobilkom austria Agenda Mobilkom Austria Group VoiceXML services at Mobilkom Austria Advantages of the VoiceXML approach Realising the potential of VoiceXML Conclusion
Dialogic IP Media Server. Erik Pras
Dialogic IP Media Server Erik Pras What is the Dialogic IP Media Server? The Dialogic IP media server is a SIP and other open standards based software only media processing platform for voice and video
Telephony Fundamentals
An Introduction to Basic Telephony Concepts Executive Summary As telecommunications has moved from proprietary to open, standardsbased systems, advanced voice solutions have grown richer and more cost
How To Test Your Web Site On Wapt On A Pc Or Mac Or Mac (Or Mac) On A Mac Or Ipad Or Ipa (Or Ipa) On Pc Or Ipam (Or Pc Or Pc) On An Ip
Load testing with WAPT: Quick Start Guide This document describes step by step how to create a simple typical test for a web application, execute it and interpret the results. A brief insight is provided
Standard Languages for Developing Multimodal Applications
Standard Languages for Developing Multimodal Applications James A. Larson Intel Corporation 16055 SW Walker Rd, #402, Beaverton, OR 97006 USA jim@larson-tech.com Abstract The World Wide Web Consortium
Voice Call Addon for Ozeki NG SMS Gateway
Voice Call Addon for Ozeki NG SMS Gateway Document version v.1.0.0.0 Copyright 2000-2011 Ozeki Informatics Ltd. All rights reserved 1 Table of Contents Voice Call Addon for Ozeki NG SMS Gateway Introduction
Oct 15, 2004 www.dcs.bbk.ac.uk/~gmagoulas/teaching.html 3. Internet : the vast collection of interconnected networks that all use the TCP/IP protocols
E-Commerce Infrastructure II: the World Wide Web The Internet and the World Wide Web are two separate but related things Oct 15, 2004 www.dcs.bbk.ac.uk/~gmagoulas/teaching.html 1 Outline The Internet and
Contents. Specialty Answering Service. All rights reserved.
Contents 1 Introduction... 2 2 PBX... 3 3 IP PBX... 4 3.1 How It Works... 4 3.2 Functions of IP PBX... 5 3.3 Benefits of IP PBX... 5 4 Evolution of IP PBX... 6 4.1 Fuelling Factors... 6 4.1.1 Demands from
AN EXTENSIBLE TRANSCODER FOR HTML TO VOICEXML CONVERSION
AN EXTENSIBLE TRANSCODER FOR HTML TO VOICEXML CONVERSION APPROVED BY SUPERVISORY COMMITTEE: Supervisor: AN EXTENSIBLE TRANSCODER FOR HTML TO VOICEXML CONVERSION by Narayanan Annamalai, B.E. in CSE THESIS
Workforce Management IVR. A multi-service voice platform
WFM Workforce Management IVR Information Sheet Introduction High Level Overview Features Solution Components Industries Applications Call Flows Reporting Implementation and Deployment About Syntellect
Firewall Builder Architecture Overview
Firewall Builder Architecture Overview Vadim Zaliva Vadim Kurland Abstract This document gives brief, high level overview of existing Firewall Builder architecture.
Interactive Voice Response System by Using Asterisk
Interactive Voice Response System by Using Asterisk Ankita Bhondge, Aditi Bhatkar, Sapna Fender, Sonali Thakre, Megha Goel Student, Dept. of C.S.E., SRMCEW, RTM University, Nagpur, India. Professor, Dept.
Traitement de la Parole
Traitement de la Parole Cours 11: Systèmes à dialogues VoiceXML partie 1 06/06/2005 Traitement de la Parole SE 2005 1 jean.hennebert@unifr.ch, University of Fribourg Date Cours Exerc. Contenu 1 14/03/2005
Feature and Technical
BlackBerry Mobile Voice System for SIP Gateways and the Avaya Aura Session Manager Version: 5.3 Feature and Technical Overview Published: 2013-06-19 SWD-20130619135120555 Contents 1 Overview...4 2 Features...5
White Paper Integration of TTY Calls into a Call Center Using the Placeholder Call Technique Updated: February 2007
Overview of Call Centers White Paper Integration of TTY Calls into a Call Center Using the Placeholder Call Technique Updated: February 2007 All organizations have a phone system, but a call center has
1Building Communications Solutions with Microsoft Lync Server 2010
1Building Communications Solutions with Microsoft Lync Server 2010 WHAT S IN THIS CHAPTER? What Is Lync? Using the Lync Controls to Integrate Lync Functionality into Your Applications Building Custom Communications
Configure Unified CVP Logging and Event Notifications
Configure Unified CVP Logging and Event Notifications Unified CVP provides information about component device status and interaction through Logs, which are presented in text format and can be viewed using
2014 Direct Drive, Inc. All rights reserved.
2014 Direct Drive, Inc. All rights reserved. Overview Direct Drive offers a complete range of capabilities with IVR speech and touchtone recognition, and blended agent / IVR hybrid solutions customized
Grandstream Networks, Inc.
Grandstream Networks, Inc. UCM6100 Basic Configuration Guide Grandstream Networks, Inc. www.grandstream.com TABLE OF CONTENTS OVERIEW... 4 SETUP GUIDE SCENARIO... 4 QUICK INSTALLATION... 5 Connecting the
Whitepaper: Microsoft Office Communications Server 2007 R2 and Cisco Unified Communications Manager Integration Options
Whitepaper: Microsoft Office Communications Server 2007 R2 and Cisco Unified Communications Manager Integration Options Document Summary This document provides information on several integration scenarios
Cisco IOS Voice XML Browser
Cisco IOS Voice XML Browser Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure,
VoiceXML and Next-Generation Voice Services
VoiceXML and Next-Generation Voice Services Abstract This is the abstract for my paper. Adam Hocek Table of Contents 1. Voice services... 1 2. VoiceXML framework... 2 2.1.
Deploying Cisco Unified Contact Center Express Volume 1
Deploying Cisco Unified Contact Center Express Volume 1 Course Introduction Learner Skills and Knowledge Course Goal and Course Flow Additional References Your Training Curriculum General Administration
new voice technologies deliver
new voice technologies deliver to your web environment Solution Brief Development Tools A roadmap for Web-based voice applications You understand the Web and how to develop applications for it. But do
Performance Testing for Ajax Applications
Radview Software How to Performance Testing for Ajax Applications Rich internet applications are growing rapidly and AJAX technologies serve as the building blocks for such applications. These new technologies
Voice Tools Project (VTP) Creation Review
Voice Tools Project (VTP) Creation Review Tuesday, February 15, 2005 1 What is VTP? VTP is an Eclipse technology project that focuses on voice application tools based on W3C standards, to help these standards
ZyXEL IP PBX Support Note. ZyXEL IP PBX (X2002) VoIP. Support Notes
ZyXEL IP PBX (X2002) VoIP Support Notes Version 1.00 October 2008 1 Contents Overview ZyXEL IP PBX Support Note 1. How to manage and maintain your IPPBX?...3 1.1 Firmware Upgrade..3 1.2 Backing up your
Client vs. Server Implementations of Mitigating XSS Security Threats on Web Applications
Journal of Basic and Applied Engineering Research pp. 50-54 Krishi Sanskriti Publications http://www.krishisanskriti.org/jbaer.html Client vs. Server Implementations of Mitigating XSS Security Threats
Cisco Unified Contact Center Express Reporting
Cisco Unified Contact Center Express Reporting UNIFIED CONTACT CENTER EXPRESS REPORTING V4.0 CISCO UNIFIED CONTACT CENTER EXPRESS SOFTWARE V9.0 Join Cisco Press Author and one of the world s most respected
SUBJECT CODE : 4074 PERIODS/WEEK : 4 PERIODS/ SEMESTER : 72 CREDIT : 4 TIME SCHEDULE UNIT TOPIC PERIODS 1. INTERNET FUNDAMENTALS & HTML Test 1
SUBJECT TITLE : WEB TECHNOLOGY SUBJECT CODE : 4074 PERIODS/WEEK : 4 PERIODS/ SEMESTER : 72 CREDIT : 4 TIME SCHEDULE UNIT TOPIC PERIODS 1. INTERNET FUNDAMENTALS & HTML Test 1 16 02 2. CSS & JAVASCRIPT Test
Grandstream Networks, Inc. UCM6510 Basic Configuration Guide
Grandstream Networks, Inc. UCM6510 Basic Configuration Guide Index Table of Contents OVERVIEW... 4 SETUP ENVIRONMENT... 5 QUICK INSTALLATION... 6 CONNECT UCM6510... 6 ACCESS UCM6510 WEB INTERFACE... 6
VoiceXML. Erik Harborg SINTEF IKT. Presentasjon, 4. årskurs, NTNU, 2007-04-17 ICT
VoiceXML Erik Harborg SINTEF IKT Presentasjon, 4. årskurs, NTNU, 2007-04-17 1 Content Voice as the user interface What is VoiceXML? What type of applications can be implemented? Example applications VoiceXML
Cisco IOS Voice XML Browser
Cisco IOS Voice XML Browser Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure,
Direct Inward Dial Digit Translation Service
Direct Inward Dial Digit Translation Service In Cisco CME 3.2.3 and later versions, a Tcl script is available to provide digit translation for Direct Inward Dial (DID) calls when the DID digits provided
SIP Voice Server Voice-enabling HTML
SIP Voice Server Voice-enabling HTML THE ONLY TELEPHONY SERVER YOUR COMPANY NEEDS is SIP based With you can turn your phone line into a powerful business tool. You can give callers access to information
Since we are starting small, we will partake in the time-honoured tradition of true 'Hello World' applications.
Tutorial: 1 VoiceXML Hello World Phone application This simple tutorial will step you through the creation and deployment of a "hello world" application. When we're done, you'll have a basic understanding
The Future of VoiceXML: VoiceXML 3 Overview. Dan Burnett, Ph.D. Dir. of Speech Technologies, Voxeo Developer Jam Session May 20, 2010
The Future of VoiceXML: VoiceXML 3 Overview Dan Burnett, Ph.D. Dir. of Speech Technologies, Voxeo Developer Jam Session May 20, 2010 Todayʼs topics V3 Motivations MVC, or DFP V3 is a presentation language
SSC 1.5+ - Getting rid of the biggest drag on VoIP!
SSC 1.5+ - Getting rid of the biggest drag on VoIP! Internet Cloud Internet access for web pages is always allowed! But firewalls often block strictly VoIP calls! Typical scenario Without SSC (Simple SIP
TIME SCHEDULE OBJECTIVES
COURSE TITLE : WEB DESIGN COURSE CODE : 3073 COURSE CATEGORY : B PERIODS/WEEK : 4 PERIODS/ SEMESTER : 72 CREDITS : 4 TIME SCHEDULE MODULE TOPICS PERIODS 1 Internet fundamentals 18 2 Html, css and web design
NeoIVR. Flexible & high performance IVR platform
NeoIVR Flexible & high performance IVR platform Neotiq 2 rue d Estienne d Orves 94230 CACHAN France RCS Créteil491 583 316 info@neotiq.com www.neotiq.com NeoIVR v 1.2 «A unique Interactive Voice Response
SIP-Based Solutions in the Contact Center: Using Dialogic Media Gateways with the Genesys Voice Platform
-Based Solutions in the Contact Center: To stay competitive and keep their customers happy and loyal, companies are working hard to enhance customer service as costeffectively as possible. Contact centers
DEPLOYMENT GUIDE Version 1.1. Deploying F5 with Oracle Application Server 10g
DEPLOYMENT GUIDE Version 1.1 Deploying F5 with Oracle Application Server 10g Table of Contents Table of Contents Introducing the F5 and Oracle 10g configuration Prerequisites and configuration notes...1-1
User Manual. SIP Analog Telephone Adaptor SIP-GW2. Sedna Advanced Electronics Ltd. www.sednacomputer.com
User Manual SIP-GW2 SIP Analog Telephone Adaptor Sedna Advanced Electronics Ltd. www.sednacomputer.com Table of Contents 1. WELCOME... 3 2. INSTALLATION... 3 3. WHAT IS INCLUDED IN THE PACKAGE... 5 3.1
Software Engineering 4C03 VoIP: The Next Telecommunication Frontier
Software Engineering 4C03 VoIP: The Next Telecommunication Frontier Rudy Muslim 0057347 McMaster University Computing and Software Department Hamilton, Ontario Canada Introduction Voice over Internet Protocol
10CS73:Web Programming
10CS73:Web Programming Question Bank Fundamentals of Web: 1.What is WWW? 2. What are domain names? Explain domain name conversion with diagram 3.What are the difference between web browser and web server
Internet Telephony PBX System. IPX-300 Series. Quick Installation Guide
Internet Telephony PBX System IPX-300 Series Quick Installation Guide Overview PLANET IPX-300/IPX-300W IP PBX telephony systems ( IP PBX in the following term) are designed and optimized for the small
EPYGI QX IP PBXs & GATEWAYS
EPYGI QX IP PBXs & GATEWAYS Epygi QX IP PBXs This IP PBX is designed for offices of up to 50 users and supports up to 16 concurrent calls. The QX50 comes with 16 IP devices activated and can scale up to
Vocalité Version 2.4 Feature Overview
Vocalité Version 2.4 Feature Overview 1 Copyright and Trademark Information 1994 2005 Interactive Intelligence Inc./ Vonexus Inc. All rights reserved. Vonexus is a wholly-owned subsidiary of Interactive
Using Service Oriented Architecture (SOA) for Speaker-Biometrics Applications
Using Service Oriented Architecture (SOA) for Speaker-Biometrics s Ken Rehor & Judith Markowitz Co-chairs Speaker Biometrics Committee Forum Biometrics in Web Services Biometric Consortium 2006 Baltimore,
VOICE INFORMATION RETRIEVAL FOR DOCUMENTS. Except where reference is made to the work of others, the work described in this thesis is.
VOICE INFORMATION RETRIEVAL FOR DOCUMENTS Except where reference is made to the work of others, the work described in this thesis is my own or was done in collaboration with my advisory committee. Weihong
VoiceXML Discussion. http://www.w3.org/tr/voicexml20/
VoiceXML Discussion http://www.w3.org/tr/voicexml20/ Voice Extensible Markup Language (VoiceXML) o is a markup-based, declarative, programming language for creating speechbased telephony applications o
Envox CDP 7.0 Performance Comparison of VoiceXML and Envox Scripts
Envox CDP 7.0 Performance Comparison of and Envox Scripts Goal and Conclusion The focus of the testing was to compare the performance of and ENS applications. It was found that and ENS applications have
! <?xml version="1.0">! <vxml version="2.0">!! <form>!!! <block>!!! <prompt>hello World!</prompt>!!! </block>!! </form>! </vxml>
Using VoiceXML! Language spec 2.0! Includes support for VUI and for telephony applications (call forward, transfers, etc) " Has tags specific to voice application! Simple (and classic) example! !
EPYGI QX IP PBXs & GATEWAYS
EPYGI QX IP PBXs & GATEWAYS Epygi QX IP PBXs This IP PBX is designed for offices of up to 50 users and supports up to 16 concurrent calls. The QX50 comes with 16 IP devices activated and can scale up to
Testing IVR Systems White Paper
Testing IVR Systems Document: Nexus8610 IVR 05-2005 Issue date: Author: Issued by: 26MAY2005 Franz Neeser Senior Product Manager Nexus Telecom AG, Switzerland We work to improve your network Abstract Interactive
Information. OpenScape Contact Center Voice Portal V7.0 R2 Enable Open Dialogue, Intuitive Interaction, and Seamless Handoff
Information V7.0 R2 Enable Open Dialogue, Intuitive Interaction, and Seamless Handoff Communication for the open minded Siemens Enterprise Communications www.enterprise.siemens.com/open Highlights Seamlessly
WHITE PAPER. Improving the Effi ciency of the Proactive Contact Center
WHITE PAPER Improving the Effi ciency of the Proactive Contact Center Contents Executive Summary 3 What is the Proactive Contact Center? 4 What is Call Progress Analysis? 5 Traditional Methods 7 A Different
Mike Saywell and Tim Chown University of Southampton, UK ms@ecs.soton.ac.uk, tjc@ecs.soton.ac.uk Global IPv6 Summit, Madrid, 12 th May 2003
Mike Saywell and Tim Chown University of Southampton, UK ms@ecs.soton.ac.uk, tjc@ecs.soton.ac.uk Global IPv6 Summit, Madrid, 12 th May 2003 IPv6 s primary advantage is address space Global addresses re-enable
COURSE SYLLABUS EDG 6931: Designing Integrated Media Environments 2 Educational Technology Program University of Florida
COURSE SYLLABUS EDG 6931: Designing Integrated Media Environments 2 Educational Technology Program University of Florida CREDIT HOURS 3 credits hours PREREQUISITE Completion of EME 6208 with a passing
Integration of GSM Module with PC Mother Board (GSM Trunking) WHITE/Technical PAPER. Author: Srinivasa Rao Bommana (srinivasrao.bommana@wipro.
(GSM Trunking) WHITE/Technical PAPER Author: Srinivasa Rao Bommana (srinivasrao.bommana@wipro.com) Table of Contents 1. ABSTRACT... 3 2. INTRODUCTION... 3 3. PROPOSED SYSTEM... 4 4. SOLUTION DESCRIPTION...
What is My Teamwork? What s new in this release? MY TEAMWORK 5.0 QUICK START GUIDE
MY TEAMWORK 5.0 QUICK START GUIDE What is My Teamwork? My Teamwork is a converged communications solution that combines presence-aware instant messaging with the ability to make phone calls, conference