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1 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 you know how voice applications fit into your Web environment? With the right tools, you can leverage your existing expertise to develop voice applications and become more valuable to your employer. The challenge An ever-changing business environment is placing new demands on today s programmers as companies seek to integrate their Web-based infrastructure with voice processing systems. And companies are turning to their application developers to guide them in extending Web applications for telephony access and creating new applications. Today s programmers are seeing the focus for developing Web-based applications shifting away from the delivery of static content and toward providing dynamic content by incorporating new technologies. Developers face the additional challenge of having to extend their Web applications to voice browsers. With the growing demand to extend voice communications to Web applications, programmers are looking to standards-based technologies, such as Voice XML and Call Control XML (CCXML), to minimize the time it takes to develop and maintain portable applications. Will you know what to do if you re asked to add a voice interface to an existing killer Web application by voice-enabling the same business logic used to create a Web page develop a voice processing application today and use it later as part of a Web page

2 New demands on programmers Work with new technologies to support voice browsers Incorporate speech recognition and voice processing into Web applications Develop concise audio components due to limited interaction time with users Shift from static to dynamic Web content for voice applications Reduce the time and number of steps it takes to develop, debug, and maintain new applications Leverage existing know-how and new technologies to create world-class, Web-based voice applications It s critical that application developers understand what it takes to develop voice processing applications in a Web-based environment and to implement speech recognition technology. For instance, additional steps are required to accommodate the spoken word and telephone keypad when developing voiceenabled Web pages. Although your favorite text editor for Web development allows you to struggle through developing a page of Voice XML or CCXML, there is a better way. The solution Voice application development process Requirements gathering Functional specifications (call flow) Prompt development Grammar development Speak a common language You already use XML to develop Web applications. Voice XML and CCXML are the standards developed by the W3C as XML dialects for the creation of voice applications in a Web-based environment. Voice XML enables Web-based applications to communicate with voice processing systems and to extend IVR and advanced speech applications into a browser that gives users access to Web-based information via any voice-capable device, such as a telephone. CCXML works with and complements Voice XML to offer greater call control. Applications using CCXML can seamlessly transfer calls, establish conference calls, or monitor incoming calls involving an unplanned event such as a request for specific information. Without CCXML, the ability to control call flow is greatly diminished or dependent on proprietary methods. CCXML has also enhanced call control capabilities for many protocols, including Session Initiation Protocol (SIP) for voice over IP (VoIP) applications. Choose an integrated solution offers a complete development, testing, and implementation environment called the Web-Centric Voice Applications Development Suite to leverage these new technologies. Dialog development Business logic integration Testing and simulation Deployment With development tools Develop, debug, and deploy Voice XML, CCXML, and J2EE applications with context-sensitive and pull-down Help Simultaneously edit multiple documents Develop speech recognition and text-to-speech (TTS) grammars using standard and native formats for multiple speech recognition technologies Manage the play/record/edit functions for prompts Include dynamic document generation in applications Reuse software modules from one application to another Test and debug applications Simulate interactions between application servers and voice browsers 2

3 The integrated portfolio of Web-Centric self-service components leverages Internet technology to assist you in delivering applications in a distributed, multi-tiered architecture server-side, client-side, management-side, and development-side. (See sidebar.) This portfolio provides a range of self-service options so that you can preserve an existing Web infrastructure while introducing new ways to engage with customers. Self-service components Application processing components manage voice dialogs and call control interactions with users and client devices Application service components run on J2EE to provide rapid deployment of Web applications extended for voice processing Management components run on the desktop to enable unified administration of self-service platforms and applications Development components run on a standard desktop to simplify the creation of self-service applications and scripts These Web-centric components leverage open-source IDEs (integrated development environments), enabling you to create, integrate, and deliver software tools and speed the development of self-service applications. The IDEs provide plug-ins for Voice XML and CCXML, Java Server Pages (JSPs), and grammar creation. The Portable Application Framework (PAF) provides a convenient way to write standard voice-processing applications using the Web and J2EE. Harness the power provides the tools you need to build speech-enabled, self-service applications in a Web environment. This suite of tools empowers you to create, test, and deploy worldclass, speech-enabled, voice processing applications, and provides plug-ins that you can use with well-known products such as the open, extendable Eclipse environment or IBM s WSAD (WebSphere Application Development) tool. To help you manage the full life cycle of integrated applications, the suite parallels the voice application development process to provide value at every stage of the process from development of prompts, grammars, and dialogs to business logic integration, testing, simulation, and deployment. Voice application development process Prompt development Grammar development Dialog development Business logic integration (JSP Editor) Testing and simulation Deployment Create, edit, and test audio prompts Store as.wav or.au files Accurately test prompts within Web-based voice applications Leverage the standard PC/workstation audio card Take advantage of speech recognition capabilities Use a drag-and-drop grammar editor Leverage a wizard to create new grammars Import a grammar list from delimited text files Access embedded features for stand-alone testing/simulation Integrate testing by using external speech servers Oversee development of voice application code Leverage context-sensitive Help and capabilities such as code completion, error descriptions, correction guidance, and a text-based editor Use a wizard to build JSPs for dynamic Voice XML/CCXML applications Access support for JDBCs and SQL tag libraries with context-sensitive Help Use a wizard to build JSPs for dynamic Voice XML/CCXML applications Take advantage of text-based editing and context-sensitive Help for JSPs Access support for JDBCs and SQL tag libraries with context-sensitive Help Validate and debug grammars, TTS (text-to-speech), and recorded prompts Access a Voice XML simulator Prerecord, synthesize, validate, and test prompts Deploy applications with a single click 3

4 comprehensive solution for integrating voice applications into a Web-based infrastructure offers Voice XML dialog development and CCXML call control tools, a powerful grammar tool, a simulation and debugging capability, and a server-side Portable Application Framework. Voice XML/Call Control XML development tools The Voice XML/CCXML tools assist you in developing Web-enabled voice applications. Voice XML development tools control speech and telephony resources, such as automated speech recognition, speech synthesis systems, and audio play/record functions. CCXML tools manage call functions, allowing call redirection, conferencing, and monitoring based on the occurrence of unplanned events. Grammar tool The grammar tool allows you to edit text with Nortel Networks code completion window and contextsensitive Help capabilities. The grammar validator enables you to quickly pinpoint any errors. You can also build your grammars visually using voice recognition grammar (VRG) editor, which lets you build grammars visually and in a vendor-independent manner. The VRG editor also allows you to build more complex grammars and to create a grammar using a wizard. Web-Centric Voice Applications Development Suite Simulation and debugging capability This capability allows you to shorten the time and number of steps needed to bring a Web-based voice application to market. Embedded speech recognition and TTS engines, along with Voice XML and CCXML interpreters, allow you to consolidate development and testing activities onto the same platform and eliminate the need to port new applications to a separate testing environment. Server-side Portable Application Framework Based on standard Web-Centric application design patterns, the Portable Application Framework wizard is a productive way to bring new applications to market. This tool helps reduce development time, improve application quality and consistency, and enhance application performance. 4

5 The bottom line Although current tools for Web development of your favorite text editor would allow you to struggle through developing a page of Voice XML or CCXML, the suite of tools dramatically facilitates the process. offers the tools that you need to quickly develop world-class, speech-enabled applications based on customer relationships. We also support the dynamic development of new applications that strictly adhere to industry standards so that you can port them to new platforms or hosted environments based on your business objectives. Moreover, offers everything from professional services and open, standardsbased platforms to post-installation support for Web-enabled voice processing solutions using Voice XML and CCXML. In addition to being the industry leader in developing speech recognition, natural language, and TTS technology used for voice processing applications, is an active contributor to the W3C Voice Browser Working Group, which is responsible for Voice XML and CCXML specifications. The next step Contact a representative today at NORTEL and let s talk about application development tools that will facilitate your efforts to develop Web-based voice applications for your enterprise. For more information about these development tools, please visit our Web site at 5

6 In the United States: 35 Davis Drive, Research Triangle Park, NC In Canada: 8200 Dixie Road,Suite 100, Brampton, Ontario L6T 5P6 In Caribbean and Latin America: 1500 Concorde Terrace, Sunrise, FL USA In Europe: Maidenhead Office Park, Westacott Way, Maidenhead Berkshire SL6 3QH UK In Asia: Level 5, 495 Victoria Avenue, Chatswood, NSW, 2067, Australia In Greater China: Sun Dong An Plaza, 138 Wang Fu Jing Street, Beijing , China is an industry leader and innovator focused on transforming how the world communicates and exchanges information. The company is supplying its service provider and enterprise customers with communications technology and infrastructure to enable value-added IP data, voice and multimedia services spanning Wireless Networks, Wireline Networks, Enterprise Networks, and Optical Networks. As a global company, does business in more than 150 countries. More information about can be found on the web at: For more information, contact your representative, or call NORTEL or from anywhere in North America. *, the logo, the globemark design, and Business without Boundaries are trademarks of. All other trademarks are the property of their owners. Copyright All rights reserved. Information in this document is subject to change without notice. N N

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