Element Specifications
for Cisco Unified Customer Voice Portal
Release 4.0(1)
February, 2007
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Element Specificaitons for Cisco Unified Customer Voice Portal
© 2007 Cisco Systems, Inc. All rights reserved.
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PREFACE ......................................................................................................................................................................................................................................VIII
PURPOSE ........................................................................................................................................................................................................................................VIII
AUDIENCE .....................................................................................................................................................................................................................................VIII
ORGANIZATION .............................................................................................................................................................................................................................VIII
RELATED DOCUMENTATION ............................................................................................................................................................................................................. X
CONVENTIONS ................................................................................................................................................................................................................................. XI
OBTAINING DOCUMENTATION ........................................................................................................................................................................................................ XII
Cisco.com.................................................................................................................................................................................................................................. xii
Product Documentation DVD ................................................................................................................................................................................................... xii
Ordering Documentation .......................................................................................................................................................................................................... xii
DOCUMENTATION FEEDBACK ........................................................................................................................................................................................................XIII
CISCO PRODUCT SECURITY OVERVIEW .........................................................................................................................................................................................XIII
REPORTING SECURITY PROBLEMS IN CISCO PRODUCTS ................................................................................................................................................................XIII
PRODUCT ALERTS AND FIELD NOTICES ........................................................................................................................................................................................ XIV
OBTAINING TECHNICAL ASSISTANCE ........................................................................................................................................................................................... XIV
Cisco Support Website ............................................................................................................................................................................................................. xiv
Submitting a Service Request .....................................................................................................................................................................................................xv
Definitions of Service Request Severity......................................................................................................................................................................................xv
DEVELOPER SERVICES .................................................................................................................................................................................................................. XVI
OBTAINING ADDITIONAL PUBLICATIONS AND INFORMATION ....................................................................................................................................................... XVI
INTRODUCTION .............................................................................................................................................................................................................................. 1
APPLICATION_MODIFIER ........................................................................................................................................................................................................... 3
SETTINGS .......................................................................................................................................................................................................................................... 3
EXIT STATES..................................................................................................................................................................................................................................... 3
AUDIO................................................................................................................................................................................................................................................. 4
AUDIO GROUPS ................................................................................................................................................................................................................................ 4
Audio Playback ........................................................................................................................................................................................................................... 4
COUNTER .......................................................................................................................................................................................................................................... 5
SETTINGS .......................................................................................................................................................................................................................................... 5
ELEMENT DATA ................................................................................................................................................................................................................................ 5
EXIT STATES..................................................................................................................................................................................................................................... 5
CURRENCY ....................................................................................................................................................................................................................................... 6
SETTINGS .......................................................................................................................................................................................................................................... 7
ELEMENT DATA ................................................................................................................................................................................................................................ 7
EXIT STATES..................................................................................................................................................................................................................................... 7
AUDIO GROUPS ................................................................................................................................................................................................................................ 8
Currency Capture ....................................................................................................................................................................................................................... 8
End .............................................................................................................................................................................................................................................. 8
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CURRENCY_WITH_CONFIRM..................................................................................................................................................................................................... 9
SETTINGS .......................................................................................................................................................................................................................................... 9
ELEMENT DATA .............................................................................................................................................................................................................................. 10
EXIT STATES................................................................................................................................................................................................................................... 10
AUDIO GROUPS .............................................................................................................................................................................................................................. 11
Currency Capture ..................................................................................................................................................................................................................... 11
Currency Confirm ..................................................................................................................................................................................................................... 11
End ............................................................................................................................................................................................................................................ 12
DATABASE ...................................................................................................................................................................................................................................... 13
SETTINGS ........................................................................................................................................................................................................................................ 13
ELEMENT DATA .............................................................................................................................................................................................................................. 14
SESSION DATA ................................................................................................................................................................................................................................ 14
EXIT STATES................................................................................................................................................................................................................................... 14
DATE................................................................................................................................................................................................................................................. 15
SETTINGS ........................................................................................................................................................................................................................................ 15
ELEMENT DATA .............................................................................................................................................................................................................................. 15
EXIT STATES................................................................................................................................................................................................................................... 16
AUDIO GROUPS .............................................................................................................................................................................................................................. 16
Date Capture............................................................................................................................................................................................................................. 16
End ............................................................................................................................................................................................................................................ 16
DATE_WITH_CONFIRM .............................................................................................................................................................................................................. 17
SETTINGS ........................................................................................................................................................................................................................................ 17
ELEMENT DATA .............................................................................................................................................................................................................................. 18
EXIT STATES................................................................................................................................................................................................................................... 18
AUDIO GROUPS .............................................................................................................................................................................................................................. 18
Date Capture............................................................................................................................................................................................................................. 18
Date Confirm ............................................................................................................................................................................................................................ 19
End ............................................................................................................................................................................................................................................ 19
DIGITS .............................................................................................................................................................................................................................................. 20
SETTINGS ........................................................................................................................................................................................................................................ 20
ELEMENT DATA .............................................................................................................................................................................................................................. 21
EXIT STATES................................................................................................................................................................................................................................... 21
AUDIO GROUPS .............................................................................................................................................................................................................................. 21
Digits Capture........................................................................................................................................................................................................................... 21
End ............................................................................................................................................................................................................................................ 22
DIGITS_WITH_CONFIRM ........................................................................................................................................................................................................... 23
SETTINGS ........................................................................................................................................................................................................................................ 23
ELEMENT DATA .............................................................................................................................................................................................................................. 24
EXIT STATES................................................................................................................................................................................................................................... 24
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AUDIO GROUPS .............................................................................................................................................................................................................................. 25
Digits Capture........................................................................................................................................................................................................................... 25
Digits Confirm .......................................................................................................................................................................................................................... 25
End ............................................................................................................................................................................................................................................ 26
EMAIL .............................................................................................................................................................................................................................................. 27
SETTINGS ........................................................................................................................................................................................................................................ 27
EXIT STATES................................................................................................................................................................................................................................... 28
FORM................................................................................................................................................................................................................................................ 29
SETTINGS ........................................................................................................................................................................................................................................ 29
ELEMENT DATA .............................................................................................................................................................................................................................. 34
EXIT STATES................................................................................................................................................................................................................................... 35
AUDIO GROUPS .............................................................................................................................................................................................................................. 35
Form Data Capture................................................................................................................................................................................................................... 35
End ............................................................................................................................................................................................................................................ 35
FORM_WITH_CONFIRM ............................................................................................................................................................................................................. 36
SETTINGS ........................................................................................................................................................................................................................................ 36
ELEMENT DATA .............................................................................................................................................................................................................................. 40
EXIT STATES................................................................................................................................................................................................................................... 42
AUDIO GROUPS .............................................................................................................................................................................................................................. 42
Form Data Capture................................................................................................................................................................................................................... 42
Form Data Confirm .................................................................................................................................................................................................................. 42
End ............................................................................................................................................................................................................................................ 43
MATH................................................................................................................................................................................................................................................ 44
EXAMPLES ...................................................................................................................................................................................................................................... 44
SETTINGS ........................................................................................................................................................................................................................................ 44
ELEMENT DATA .............................................................................................................................................................................................................................. 46
SESSION DATA ................................................................................................................................................................................................................................ 46
EXIT STATES................................................................................................................................................................................................................................... 46
2_OPTION_MENU, 3_OPTION_MENU, . . . , 10_OPTION_MENU......................................................................................................................................... 47
SETTINGS ........................................................................................................................................................................................................................................ 47
ELEMENT DATA .............................................................................................................................................................................................................................. 48
EXIT STATES................................................................................................................................................................................................................................... 49
AUDIO GROUPS .............................................................................................................................................................................................................................. 49
Menu Option Capture ............................................................................................................................................................................................................... 49
End ............................................................................................................................................................................................................................................ 50
NUMBER .......................................................................................................................................................................................................................................... 51
SETTINGS ........................................................................................................................................................................................................................................ 51
ELEMENT DATA .............................................................................................................................................................................................................................. 51
EXIT STATES................................................................................................................................................................................................................................... 51
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AUDIO GROUPS .............................................................................................................................................................................................................................. 52
Number Capture........................................................................................................................................................................................................................ 52
End ............................................................................................................................................................................................................................................ 53
NUMBER_WITH_CONFIRM........................................................................................................................................................................................................ 54
SETTINGS ........................................................................................................................................................................................................................................ 54
ELEMENT DATA .............................................................................................................................................................................................................................. 55
EXIT STATES................................................................................................................................................................................................................................... 55
AUDIO GROUPS .............................................................................................................................................................................................................................. 55
Number Capture........................................................................................................................................................................................................................ 55
Number Confirm ....................................................................................................................................................................................................................... 56
End ............................................................................................................................................................................................................................................ 56
PHONE.............................................................................................................................................................................................................................................. 57
SETTINGS ........................................................................................................................................................................................................................................ 57
ELEMENT DATA .............................................................................................................................................................................................................................. 57
EXIT STATES................................................................................................................................................................................................................................... 58
AUDIO GROUPS .............................................................................................................................................................................................................................. 58
Phone Capture .......................................................................................................................................................................................................................... 58
End ............................................................................................................................................................................................................................................ 58
PHONE_WITH_CONFIRM ........................................................................................................................................................................................................... 59
SETTINGS ........................................................................................................................................................................................................................................ 59
ELEMENT DATA .............................................................................................................................................................................................................................. 60
EXIT STATES................................................................................................................................................................................................................................... 60
AUDIO GROUPS .............................................................................................................................................................................................................................. 60
Phone Capture .......................................................................................................................................................................................................................... 60
Phone Confirm .......................................................................................................................................................................................................................... 61
End ............................................................................................................................................................................................................................................ 61
RECORD........................................................................................................................................................................................................................................... 62
SETTINGS ........................................................................................................................................................................................................................................ 62
ELEMENT DATA .............................................................................................................................................................................................................................. 64
EXIT STATES................................................................................................................................................................................................................................... 64
AUDIO GROUPS .............................................................................................................................................................................................................................. 65
Record Capture ......................................................................................................................................................................................................................... 65
RECORD_WITH_CONFIRM ........................................................................................................................................................................................................ 66
SETTINGS ........................................................................................................................................................................................................................................ 66
ELEMENT DATA .............................................................................................................................................................................................................................. 69
EXIT STATES................................................................................................................................................................................................................................... 69
AUDIO GROUPS .............................................................................................................................................................................................................................. 69
Record Capture ......................................................................................................................................................................................................................... 69
Record Confirm......................................................................................................................................................................................................................... 69
REQICMLABEL.............................................................................................................................................................................................................................. 71
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SETTINGS ........................................................................................................................................................................................................................................ 71
ELEMENT DATA .............................................................................................................................................................................................................................. 72
SESSION DATA ................................................................................................................................................................................................................................ 73
EXIT STATES................................................................................................................................................................................................................................... 73
TIME ................................................................................................................................................................................................................................................. 74
SETTINGS ........................................................................................................................................................................................................................................ 74
ELEMENT DATA .............................................................................................................................................................................................................................. 74
EXIT STATES................................................................................................................................................................................................................................... 75
AUDIO GROUPS .............................................................................................................................................................................................................................. 75
Time Capture ............................................................................................................................................................................................................................ 75
End ............................................................................................................................................................................................................................................ 75
TIME_WITH_CONFIRM............................................................................................................................................................................................................... 76
SETTINGS ........................................................................................................................................................................................................................................ 76
ELEMENT DATA .............................................................................................................................................................................................................................. 77
EXIT STATES................................................................................................................................................................................................................................... 77
AUDIO GROUPS .............................................................................................................................................................................................................................. 77
Time Capture ............................................................................................................................................................................................................................ 77
Time Confirm ............................................................................................................................................................................................................................ 78
End ............................................................................................................................................................................................................................................ 78
TRANSFER....................................................................................................................................................................................................................................... 79
SETTINGS ........................................................................................................................................................................................................................................ 79
ELEMENT DATA .............................................................................................................................................................................................................................. 80
EXIT STATES................................................................................................................................................................................................................................... 80
AUDIO GROUPS .............................................................................................................................................................................................................................. 81
Transfer Audio .......................................................................................................................................................................................................................... 81
End ............................................................................................................................................................................................................................................ 81
YES_NO_MENU .............................................................................................................................................................................................................................. 82
SETTINGS ........................................................................................................................................................................................................................................ 82
ELEMENT DATA .............................................................................................................................................................................................................................. 82
EXIT STATES................................................................................................................................................................................................................................... 83
AUDIO GROUPS .............................................................................................................................................................................................................................. 83
Yes / No Capture ....................................................................................................................................................................................................................... 83
End ............................................................................................................................................................................................................................................ 84
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Preface
Purpose
This document provides specifications for the elements included with Unified CVP VoiceXML Server.
Audience
This document is intended for voice applications developers using Unified CVP VoiceXML Studio and VoiceXML Server.
Organization
Chapter
Description
Introduction
Introduces elements.
Application_Modifier
Describes the Application_Modifier element.
Audio
Describes the Audio element.
Counter
Describes the Counter element.
Currency
Describes the Currency element.
Currency_With_Confirm
Describes the Currency_With_Confirm element.
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Chapter
Description
Database
Describes the Database element.
Date
Describes the Date element.
Date_With_Confirm
Describes the Date_With_Confirm element.
Digits
Describes the Digits element.
Digits_With_Confirm
Describes the Digits_With_Confirm element.
Email
Describes the Email element.
Form
Describes the Form element.
Form_With_Confirm
Describes the Form_With_Confirm element.
Math
Describes the Math element.
2_Option_Menu, 3_Option_Menu, . . . ,
10_Option_Menu
Describes the menu elements with from 2 to 10 options.
Number
Describes the Number element.
Number_With_Confirm
Describes the Number_With_Confirm element.
Phone
Describes the Phone element.
Phone_With_Confirm
Describes the Phone_With_Confirm element.
Record
Describes the Record element.
Record_With_Confirm
Describes the Record_With_Confirm element.
ReqICMLabel
Describes the ReqICMLabel element.
Time
Describes the Time element.
Time_With_Confirm
Describes the Time_With_Confirm element.
Transfer
Describes the Transfer element.
Yes_No_Menu
Describes the Yes_No_Menu element.
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Related Documentation
Planning Guide for Cisco Unified Customer Voice Portal provides a product overview and describes how to plan a Unified CVP deployment.
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal describes describes how to install Unified CVP software, perform
initial configuration, and upgrade.
Configuration and Administration Guide for Cisco Unified Customer Voice Portal describes how to set up, run, and administer the Unified
CVP product, including associated configuration.
Operations Console Online Help for Cisco Unified Customer Voice Portal describes how to use the Operations Console to configure Unified
CVP solution components.
Troubleshooting Guide for Cisco Unified Customer Voice Portal describes how to isolate and solve problems in the Unified CVP solution.
Reporting Guide for Cisco Unified Customer Voice Portal describes the Reporting Server, including how to configure and manage it, and
discusses the hosted database.
VoiceXML Server User Guide for Cisco Unified Customer Voice Portal describes the Unified CVP VoiceXML software.
VoiceXML Studio Online Help for Cisco Unified Customer Voice Portal provides field-level descriptions of the functionality of Studio.
VoiceXML Studio User Guide for Cisco Unified Customer Voice Portal describes the functionality of Studio including creating projects, using
the Studio environment, and deploying applications to the Unified CVP VoiceXML Server.
Say It Smart Specifications for Cisco Unified Customer Voice Portal describes in detail the functionality and configuration options for all
Unified CVP VoiceXML Say It Smart plugins included with the software.
Programming Guide for Cisco Unified Customer Voice Portal describes how to build components that run on the Unified CVP VoiceXML
Server.
Javadocs for Cisco Unified Customer Voice Portal are a group of HTML pages fully describing the entire Java application programming
interfaces (APIs) to Unified CVP VoiceXML. Developers use Javadocs in conjunction with the Programming Guide to understand how to
build custom components that run on the Unified CVP VoiceXML Server.
For additional information about Unified ICME, see the Cisco web site
(http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html) listing Unified ICME documentation.
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Conventions
This manual uses the following conventions:
Convention
Description
boldface font
Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and
submenu names. For example:
Choose Edit > Find.
Click Finish.
italic font
Italic font is used to indicate the following:
To introduce a new term. Example: A skill group is a collection of agents who share
similar skills.
For emphasis. Example:
Do not use the numerical naming convention.
A syntax value that the user must replace. Example:
IF (condition, true-value, false-value)
A book title. Example:
See the Cisco CRS Installation Guide.
window font
Window font, such as Courier, is used for the following:
Text as it appears in code or that the window displays. Example:
<html><title>Cisco Systems,Inc. </title></html>
<>
Angle brackets are used to indicate the following:
For arguments where the context does not allow italic, such as ASCII output.
A character string that the user enters but that does not appear on the window such as a
password.
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Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. This section explains the product documentation resources that Cisco offers.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
You can access the Cisco website at this URL:
http://www.cisco.com
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Product Documentation DVD
The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation,
configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some
of the PDF files found on the Cisco website at this URL:
http://www.cisco.com/univercd/home/home.htm
The Product Documentation DVD is created and released regularly. DVDs are available singly or by subscription. Registered Cisco.com users can order
a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation
Store at this URL:
http://www.cisco.com/go/marketplace/docstore
Ordering Documentation
You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Documentation
Store at this URL:
http://www.cisco.com/go/marketplace/docstore
If you do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
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Documentation Feedback
You can provide feedback about Cisco technical documentation on the Cisco Support site area by entering your comments in the feedback form
available in every online document.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
From this site, you will find information about how to do the following:
Report security vulnerabilities in Cisco products
Obtain assistance with security incidents that involve Cisco products
Register to receive security information from Cisco
A current list of security advisories, security notices, and security responses for Cisco products is available at this URL:
http://www.cisco.com/go/psirt
To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident
Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities
quickly. If you think that you have identified a vulnerability in a Cisco product, contact PSIRT:
For emergencies only—security-alert@cisco.com
An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability
should be reported. All other conditions are considered nonemergencies.
For nonemergencies—psirt@cisco.com
In an emergency, you can also reach PSIRT by telephone:
1 877 228-7302
1 408 525-6532
We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitive information that you send
to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.x.
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Never use a revoked encryption key or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in
the Contact Summary section of the Security Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending any sensitive material.
Product Alerts and Field Notices
Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices. You can receive these announcements
by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and choose those products for which you want to receive
information.
To access the Product Alert Tool, you must be a registered Cisco.com user. Registered users can access the tool at this URL:
http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en
To register as a Cisco.com user, go to this URL:
http://tools.cisco.com/RPF/register/register.do
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Support website on Cisco.com features extensive
online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone
support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Support Website
The Cisco Support website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and
technologies. The website is available 24 hours a day at this URL:
http://www.cisco.com/en/US/support/index.html
Access to all tools on the Cisco Support website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user
ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Before you submit a request for service online or by phone, use the Cisco Product Identification Tool to locate your product serial number. You can
access this tool from the Cisco Support website by clicking the Get Tools & Resources link, clicking the All Tools (A-Z) tab, and then choosing
Cisco Product Identification Tool from the alphabetical list. This tool offers three search options: by product ID or model name; by tree view; or, for
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certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label
location highlighted. Locate the serial number label on your product and record the information before placing a service call.
Displaying and Searching on Cisco.com
If you suspect that the browser is not refreshing a web page, force the browser to update the web page by holding down the Ctrl key while pressing F5.
To find technical information, narrow your search to look in technical documentation, not the entire Cisco.com website. After using the Search box on
the Cisco.com home page, click the Advanced Search link next to the Search box on the resulting page and then click the Technical Support &
Documentation radio button.
To provide feedback about the Cisco.com website or a particular technical document, click Contacts & Feedback at the top of any Cisco.com web
page.
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your
network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool
provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer.
The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which
your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your
business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411
Australia: 1 800 805 227
EMEA: +32 2 704 55 55
USA: 1 800 553 2447
For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.
Severity 1 (S1)—An existing network is “down” or there is a critical impact to your business operations. You and Cisco will commit all necessary
resources around the clock to resolve the situation.
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Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively affected by
inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired while most business operations remain functional. You and Cisco will commit
resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your
business operations.
Developer Services
Questions and/or support issues related to such items as VoiceXML Studio scripting or ASR grammar ARE
NOT covered by Cisco Technical Support.
Note: Cisco Technical Support is limited to standard Cisco product installation/configuration,and Cisco developed applications—it does not include
services or support for items such as those just mentioned. A separate service agreement and subscription fee is required to participate in the Developer
Services Program. For more details on how to subscribe, go to Getting Started! on the Developer Support Web site at
http://www.cisco.com/go/developersupport.
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xvi
PREFACE
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
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xvii
INTRODUCTION
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Introduction
Every element included with Unified CVP VoiceXML Studio and VoiceXML Server must be configured before it can be used. This
reference file contains a detailed specification for each of the Unified CVP elements, listing all the options available in the
configuration. The specifications must be followed, 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 five topics:
Overview. Each specification starts with a brief description of the element’s behavior including what it does, how it reacts to
various settings and audio groups, and other miscellaneous behavior. The information should help the developer decide whether to
use these elements in an application or to rely on custom elements.
Settings. Settings contain information that affects how the element behaves. Each setting is described in this document using the
following attributes:
o Type: The type of data accepted such as a boolean, integer, or enumeration.
o Required: This defines whether the setting is required to have a value if the setting is active (available to be configured in
Unified CVP VoiceXML Studio). The definition of required in this case is that the setting must have an appropriate value for
Unified CVP VoiceXML Studio to validate the voice element configuration. In Unified CVP VoiceXML Studio, all required
settings are denoted by a red asterisk in front of the setting names.
o Single setting value: This defines whether the setting can have multiple values. If set to true, then the setting may have only a
single configuration value. Multiple value settings are created in Unified CVP VoiceXML Studio by right clicking on the
setting and choosing the “add setting name” option.
o Substitution allowed: This setting attribute determines if the setting value can include substitution for dynamic configuration.
In Unified CVP VoiceXML Studio, any setting that allows substitution values will activate the substitution button located at
the top right of the settings pane.
o Default: The initial value of an element setting when a new element is dragged to the workspace.
Element Data. Some elements capture data, and 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 the element execution has
completed. Exit states do not appear in an element configuration and cannot be changed.
1
INTRODUCTION
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Audio Groups. Audio groups define the different places within an element where audio can be played. Each audio group may
contain one or more audio items that can be played one after another. Bargein is specified on the audio group level, and therefore
all audio items within the same audio group will share the same barge in value. Audio items may be pre-recorded audio files, textto-speech (TTS) phrases, and Say It Smart types (playback of formatted data such as dates, currency amounts, etc). Each audio
group is described using the following attributes:
o Required: This defines whether the audio group is required to have a configuration value, in order for Unified CVP
VoiceXML Studio to validate the voice element configuration. In Unified CVP VoiceXML Studio, all required audio groups
will show up in the Audio pane when a new element is dragged to the workspace, and they are not removable. Audio groups
that are optional will be included in the “Add Audio Groups” list and can be configured after they are added to the Audio pane.
o Max 1: This defines whether multiple audio groups can be configured. If set to Yes, the element may only have one such
audio group configured, though the audio group may still contain more than one audio items. If set to No, multiple audio
groups can be configured in Unified CVP VoiceXML Studio by right clicking on Audio Groups (at top of the pane) and
choosing the “add audio group name” option. In Unified CVP VoiceXML Studio, any audio group that is limited to one
configuration per element will not display a count in its name, and the Count drop-down box will be greyed out. Audio groups
with multiple counts are used to define different audios to play each time a certain VoiceXML event occurs (often known as
tapered prompts).
2
ACTION ELEMENT: APPLICATION_MODIFIER
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Application_Modifier
The Application_Modifier action element is used to modify context variables and remove session data values at runtime in a voice
application. It allows for a developer to change the application’s environment anywhere in the callflow. A typical use for the
Application_Modifier element would be for multi-language support because it can be used to change the application level xml:lang
and encoding values. Visiting an Application_Modifier element instance will update the application for the current session only.
Settings
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
No
Single
setting
value
true
maintainer
(Maintainer)
string
true
None
string
No
true
true
None
encoding
(Encoding)
string
No
true
true
None
default_audio_path
(Default Audio Path)
string
No
true
true
None
remove_session_data
(Session Data to Remove)
string
No
false
true
None
This setting specifies the e-mail address of the
voice application administrator. This value is set
in a VoiceXML <meta> tag.
This setting specifies the language identifier to
specify in each VoiceXML document's
"xml:lang" attribute. This value is set in the
<vxml> tag.
This setting specifies the encoding to use when
creating VoiceXML documents. This value is
set in the <xml> tag.
This setting specifies a partial URI to a path
containing the audio content for this voice
application.
This setting specifies the names of session data
values to remove from this voice application.
language
(Language)
Exit States
Name
done
Notes
The application’s context variables were modified and session data values were removed.
Studio Element Folder: Context
Class Name: com.audium.server.action.context.ApplicationModifier
3
VOICE ELEMENT: AUDIO
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Audio
The Audio voice element simply outputs a VoiceXML page with the contents of a single audio group. The Audio element is used for
greetings, error messages and any other time audio is to be played in a situation not associated with an input state.
Audio Groups
Audio Playback
Name (Label)
initial_audio_group (Initial)
Max 1
Yes
Req’d
Yes
Notes
The audio group containing the audio to play.
VoiceXML Studio Element Folder: Top Level
Class Name: com.audium.server.voiceElement.audio.MAudio
4
ACTION ELEMENT: COUNTER
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Counter
The Counter action element is used to keep track of a count stored as element data. The initial value of the count is defined as a
configuration setting. In addition, the element may be configured to increment or decrement with a user defined step size. A typical
use for the Counter element would be in a loop in the call flow that increments the count until a decision element decides that the loop
must end. Revisiting a Counter element instance will automatically update the count.
Settings
Name (Label)
initial
(Initial Count)
type
(Type)
step
(Step Size)
Type
Req’d
Substitution
allowed
Default
Yes
Single
setting
value
true
int
true
0
string
enum
Yes
true
true
increm
ent
int
Yes
true
true
1
Notes
This setting specifies at which integer value this
counter should start.
This setting specifies whether the counter should
be incremented or decremented. Possible values
are: decrement | increment.
This setting specifies by how much this counter
should be incremented or decremented.
Element Data
Name
count
Type
String
Notes
The current count.
Exit States
Name
done
Notes
The counter was updated.
VoiceXML Studio Element Folder: Calculation
Class Name: com.audium.server.action.counter.CounterAction
5
VOICE ELEMENT: CURRENCY
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Currency
The Currency voice element captures from the caller a currency amount in dollars and cents. The currency amount can be entered
using the keypad or speech input. The captured value will be stored in 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. Voice browsers may use
different grammars and therefore accept different utterances. However, the spoken formats listed below should result in the same
behavior for all supported browsers. The tables below list each input and the value that is stored in the element variable as a result. If
some data is left out, the system assumes a default value for the missing information.
Utterance
[dollar] "dollar(s)" ("and") [cent] "cent(s)"
Stored
Value
D.CC
Example
"thirteen dollars and fifty cents " = 13.50
[dollar] "dollar(s) "[cent]
[dollar] "dollar(s)"
D.CC
D.00
"thirteen dollars five" = 13.05
“three hundred fifty” = 350.00
[cent] "cent(s)"
0.CC
"three cents" = 0.03
DTMF Entry
[D]*[CC]
Stored
Value
D.CC
Example
3*99 = 3.99
Description
Dollars are whole numbers >= 0. Cents are from 00 to 99.
The word "and" is optional.
Dollars are whole numbers >= 0. Cents are from 00 to 99.
A plain whole number is interpreted as dollars with no
cents.
To specify cents only, the word "cents" but be uttered.
Cents are from 00 to 99.
Description
The decimal is represented by the * button.
There are other formats that are possible, particularly when entering via DTMF and inputting incomplete amounts. These inputs may
yield differing results on various voice browsers. The returned variable will always be a decimal value with the appropriate number of
padded zeros if applicable.
6
VOICE ELEMENT: CURRENCY
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Settings
Name (Label)
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
false
both
string
Yes
true
true
5s
currency_max_noinput_count
(Currency Max NoInput Count)
int • 0
Yes
true
true
3
currency_max_nomatch_count
(Currency Max NoMatch Count)
int • 0
Yes
true
true
3
currency_confidence_level
(Currency Confidence Level)
decimal
(0.0 to 1.0)
Yes
true
true
0.40
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in
seconds) for silence or no keypress before a
noinput event is thrown.
The maximum number of noinput events
allowed during currency input capture. 0 =
infinite noinputs allowed.
The maximum number of nomatch events
allowed during currency input capture. 0 =
infinite nomatches allowed.
The confidence level threshold to use during
currency capture.
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
Type
Req’d
string enum
Element Data
value
Name
Type
string
value_confidence
float
Notes
The currency amount captured. This will always be a decimal number with the appropriate
number of padded zeros (up to 2).
This is the confidence value of the captured utterance.
Exit States
Name
max_nomatch
max_noinput
done
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The currency capture was completed.
7
VOICE ELEMENT: CURRENCY
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Audio Groups
Currency Capture
Name (Label)
currency_initial_audio_group
(Currency Initial)
currency_nomatch_audio_group
(Currency NoMatch)
Req’d
Yes
Max 1
Yes
No
No
currency_noinput_audio_group
(Currency NoInput)
No
No
currency_help_audio_group
(Currency Help)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs. The nomatch event count corresponds to the
audio group count. If not specified, the initial audio group will be played in the event
of a nomatch.
Played when a noinput event occurs. The noinput event count corresponds to the audio
group count. If not specified, the initial audio group will be played in the event of a
noinput.
Played when a help event is triggered. The help event count corresponds to the audio
group count. By default, the help event can be triggered by the voice input “help”.
Additionally, other voice and DTMF inputs can be used to trigger the help event by
configuring a hotlink to throw a help event. If the audio group is not specified, a help
event will trigger the nomatch audio group to play (or the initial audio group if
nomatch audio group is not specified).
End
Name (Label)
done_audio_group
(Done)
Req’d
No
Max 1
Yes
Notes
Played when the currency capture is completed and the voice element exits with the done exit
state.
VoiceXML Studio Element Folder: Commerce
Class Name: com.audium.server.voiceElement.currency.MBasicCurrency
8
VOICE ELEMENT: CURRENCY_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Currency_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 currency value. The currency amount can be entered
using the keypad or speech input. The captured value will be stored in 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. Voice browsers may use
different grammars and therefore accept different utterances. However, the spoken formats listed below should result in the same
behavior for all supported browsers. The tables below list each input and the value that is stored in element data as a result. If some
data is left out, the system assumes a default value for the missing information.
Utterance
[dollar] "dollar(s)" ("and") [cent] "cent(s)"
Stored
Value
D.CC
Example
"thirteen dollars and fifty cents " = 13.50
[dollar] "dollar(s) "[cent]
[dollar] "dollar(s)"
D.CC
D.00
"thirteen dollars five" = 13.05
“three hundred fifty” = 350.00
[cent] "cent(s)"
0.CC
"three cents" = 0.03
DTMF Entry
[D]*[CC]
Stored
Value
D.CC
Example
Description
Dollars are whole numbers >= 0. Cents are from 00 to 99.
The word "and" is optional.
Dollars are whole numbers >= 0. Cents are from 00 to 99.
A plain whole number is interpreted as dollars with no
cents.
To specify cents only, the word "cents" but be uttered.
Cents are from 00 to 99.
Description
The decimal is represented by the * button.
3*99 = 3.99
There are other formats that are possible, particularly when entering via DTMF and inputting incomplete amounts. These inputs may
yield inconsistent results on various voice browsers. The returned variable will always be a decimal value with the appropriate number
of padded zeros if applicable.
Settings
Name (Label)
inputmode
(Input Mode)
noinput_timeout
Type
string enum
Req’d
Yes
Single
setting
value
true
string
Yes
true
Substitution
allowed
false
Default
both
true
5s
Notes
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in
9
VOICE ELEMENT: CURRENCY_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
(Noinput Timeout)
currency_max_noinput_count
(Currency Max NoInput Count)
int • 0
Yes
true
true
3
currency_max_nomatch_count
(Currency Max NoMatch Count)
int • 0
Yes
true
true
3
confirm_max_noinput_count
(Confirm Max NoInput Count)
int • 0
Yes
true
true
3
confirm_max_nomatch_count
(Confirm Max NoMatch Count)
int • 0
Yes
true
true
3
max_disconfirmed_count
(Max Disconfirmed Count)
int • 0
Yes
true
true
3
decimal
(0.0 to 1.0)
Decimal
(0.0 to 1.0)
Yes
true
true
0.40
Yes
true
true
0.50
currency_confidence_level
(Currency Confidence Level)
confirm_confidence_level
(Confirm Confidence Level)
seconds) for silence or no keypress before a
noinput event is thrown.
The maximum number of noinput events
allowed during currency input capture. 0 =
infinite noinputs allowed.
The maximum number of nomatch events
allowed during currency input capture. 0 =
infinite nomatches allowed.
The maximum number of noinput events
allowed during currency input confirmation. 0
= infinite noinputs allowed.
The maximum number of nomatch events
allowed during currency input confirmation. 0
= infinite nomatches allowed.
The maximum number of times a caller is
allowed to disconfirm a captured input. 0 =
infinite disconfirmations allowed.
The confidence level threshold to use during
currency capture.
The confidence level threshold to use during
confirmation.
Element Data
value
Name
Type
string
value_confidence
confirm_confidence
float
float
Notes
The currency amount captured. This will always be a decimal number with the appropriate
number of padded zeros (up to 2).
This is the confidence value of the captured currency utterance.
This is the confidence value of the captured confirm utterance.
Exit States
Name
max_nomatch
max_noinput
max_disconfirmed
done
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The maximum number of disconfirmation has occurred. If the max disconfirmed count is set to 0, this exit state will never occur.
The currency captured was confirmed.
10
VOICE ELEMENT: CURRENCY_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Audio Groups
Currency Capture
Name (Label)
currency_initial_audio_group
(Currency Initial)
currency_nomatch_audio_group
(Currency NoMatch)
Req’d
Yes
Max 1
Yes
No
No
currency_noinput_audio_group
(Currency NoInput)
No
No
currency_help_audio_group
(Currency Help)
No
No
Name (Label)
confirm_initial_audio_group
(Confirm Initial)
confirm_nomatch_audio_group
(Confirm NoMatch)
Req’d
Yes
Max 1
Yes
No
No
confirm_noinput_audio_group
(Confirm NoInput)
No
No
confirm_help_audio_group
(Confirm Help)
No
No
disconfirmed_audio_group
(Disconfirmed)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs during currency input capture. The nomatch event
count corresponds to the audio group count. If not specified, the initial audio group will
be played in the event of a nomatch.
Played when a noinput event occurs during currency input capture. The noinput event
count corresponds to the audio group count. If not specified, the initial audio group will
be played in the event of a noinput.
Played when a help event is triggered during currency input capture. The help event
count corresponds to the audio group count. By default, the help event can be triggered
by the voice input “help”. Additionally, other voice and DTMF inputs can be used to
trigger the help event by configuring a hotlink to throw a help event. If the audio group
is not specified, a help event will trigger the nomatch audio group to play (or the initial
audio group if nomatch audio group is not specified).
Currency Confirm
Notes
Played when confirmation first begins.
Played when a nomatch event occurs during confirmation. The nomatch event count
corresponds to the audio group count. If not specified, the confirm initial audio group
will be played in the event of a nomatch.
Played when a noinput event occurs during confirmation. The noinput event count
corresponds to the audio group count. If not specified, the confirm initial audio group
will be played in the event of a noinput.
Played when a help event is triggered during confirmation. The help event count
corresponds to the audio group count. If not specified, a help event will trigger the
confirm nomatch audio group to play (or the confirm initial audio group if confirm
nomatch audio group is not specified).
Played after the caller disconfirms a captured currency entry. Upon reaching the
max_disconfirmed_count, the prompt should be about exiting with the
max_disconfirmed exit state.
11
VOICE ELEMENT: CURRENCY_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
End
Name (Label)
yes_audio_group
(Yes)
Req’d
No
Max 1
Yes
Notes
Played after the caller chooses the "yes" option. If not specified, no audio will be played
when this option is chosen.
VoiceXML Studio Element Folder: Commerce
Class Name: com.audium.server.voiceElement.currency.MBasicCurrencyWithConfirm
12
ACTION ELEMENT: DATABASE
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Database
The database element provides the ability to execute an SQL command on external databases within a voice application call flow. The
element requires JNDI to be configured in the Java application server to handle database connections. Only a single SQL statement
can be executed per element. There are four types of commands that can be made:
Single. This is used to run a SQL query that returns only a single row. Element data will be created with the variable names
being the names of the columns returned and the value of that column as the element 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 Java data structure, the Java class
ResultSetList, stores the full result and is placed in session data. If no rows are returned, the ResultSetList object in
session data will be empty. For detail about the ResultSetList data structure, refer to the Javadocs for Cisco Unified
Customer Voice Portal 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 performing simple queries and
updates. It may not be sufficient for performing complex database interactions such as multiple dependent queries or stored procedure
calls. One would use a custom configurable or generic action element for these tasks. Also note that in order to avoid performance
issues creating database connections, implementing database pooling on the application server is highly recommended.
Settings
Name (Label)
type
(Type)
jndiName
(JNDI Name)
key
(Session Data Key)
query
(SQL Query)
Type
string
enum
string
Req’d
Yes
Single
setting
value
true
Yes
true
true
None
string
Yes
true
true
None
string
Yes
true
true
None
Substitution
allowed
true
Default
single
Notes
The type of query: single, multiple, insert or
update.
This JNDI name for the SQL datasource of the database.
For queries of type multiple, the name of the session variable
which the results of the query will be stored.
The SQL query to be executed.
13
ACTION ELEMENT: DATABASE
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Element Data
Element data is created only when the “type” setting is set to “single”. Element data given the names of the return columns are created
containing the respective return values. For example, if a query returned the following information:
foo
123
bar
456
The following element data will be created: “foo” with the value “123” and “bar” with the value “456”.
Session Data
Session data is created only when the “type” setting is set to “multiple”. In all other cases, no session data is created.
Name
[value of setting “key”]
Type
ResultSetList
Notes
The Java data structure that stores the returned values from a multiple type query. The name of the
session data variable is specified by the developer in the “key” setting.
Exit States
Name
done
Notes
The database query successfully completed.
VoiceXML Studio Element Folder: Integration
Class Name: com.audium.server.action.database.DatabaseAction
14
VOICE ELEMENT: DATE
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Date
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
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
inputmode
(Input Mode)
Noinput_timeout
(Noinput Timeout)
string
enum
string
false
both
Yes
true
true
5s
int • 0
Yes
true
true
3
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput event
is thrown.
The maximum number of noinput events. 0 =
infinite noinputs allowed.
collect_max_noinput_count
(Date Max NoInput Count)
collect_max_nomatch_count
(Date Max NoMatch Count)
collect_confidence_level
(Date Confidence Level)
int • 0
Yes
true
false
3
decimal
(0.0 – 1.0)
Yes
true
true
0.40
The maximum number of nomatch events
allowed. 0 = infinite nomatches allowed.
The confidence level threshold to use during date
capture.
Element Data
Name
value
value_confidence
Type
string
float
Notes
The date stored in the YYYYMMDD format.
This is the confidence value of the captured date utterance.
15
VOICE ELEMENT: DATE
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Exit States
Name
max_nomatch
max_noinput
done
Notes
The maximum number of nomatch events has occurred. If the max nomatch count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the max noinput count is 0, this exit state will never occur.
The date capture was completed.
Audio Groups
Date Capture
Name (Label)
collect_initial_audio_group
(Date Initial)
collect_nomatch_audio_group
(Date NoMatch)
Req’d
Yes
Max 1
Yes
No
No
collect_noinput_audio_group
(Date NoInput)
No
No
collect_help_audio_group
(Date Help)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs. The nomatch event count
corresponds to the audio group count. If not specified, the initial audio
group will be played in the event of a nomatch.
Played when a noinput event occurs. The noinput event count
corresponds to the audio group count. If not specified, the initial audio
group will be played in the event of a noinput.
Played when a help event is triggered. The help event count corresponds
to the audio group count. By default, the help event can be triggered by
the voice input “help”. Additionally, other voice and DTMF inputs can
be used to trigger the help event by configuring a hotlink to throw a help
event. If the audio group is not specified, a help event will trigger the
nomatch audio group to play (or the initial audio group if nomatch audio
group is not specified).
End
Name (Label)
done_audio_group
(Done)
Req’d
No
Max 1
Yes
Notes
Played after the date capture is completed. If not specified, no audio
will be played.
VoiceXML Studio Element Folder: Date & Time
Class Name: com.audium.server.voiceElement.date.MBasicDate
16
VOICE ELEMENT: DATE_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Date_With_Confirm
The Date_With_Confirm voice element captures a date input from the caller, and presents a confirmation menu allowing the caller to
either accept their entry or re-enter the date. 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 “????”. If the month or the day is not
specified, MM and DD will be stored as “??”.
Settings
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
string
enum
string
false
both
Yes
true
true
5s
int • 0
Yes
true
true
3
collect_max_nomatch_count
(Date Max NoMatch Count)
int • 0
Yes
true
false
3
confirm_max_noinput_count
(Confirm Max NoInput Count)
int • 0
Yes
true
true
3
confirm_max_nomatch_count
(Confirm Max NoMatch Count)
int • 0
Yes
true
false
3
max_disconfirmed_count
(Max Disconfirmed Count)
int • 0
Yes
true
false
3
decimal
(0.0 – 1.0)
decimal
(0.0 – 1.0)
Yes
true
true
0.40
Yes
true
true
0.50
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput event
is thrown.
The maximum number of noinput events allowed
during date input capture. 0 = infinite noinputs
allowed.
The maximum number of nomatch events
allowed during date input capture. 0 = infinite
nomatches allowed.
The maximum number of noinput events allowed
during date input confirmation. 0 = infinite
noinputs allowed.
The maximum number of nomatch events
allowed during date input confirmation. 0 =
infinite nomatches allowed.
The maximum number of times a caller is
allowed to disconfirm a captured input. 0 =
infinite disconfirmations allowed.
The confidence level threshold to use during date
capture.
The confidence level threshold to use during
confirmation.
collect_max_noinput_count
(Date Max NoInput Count)
collect_confidence_level
(Date Confidence Level)
confirm_confidence_level
(Confirm Confidence Level)
17
VOICE ELEMENT: DATE_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Element Data
Name
value
value_confidence
confirm_confidence
Type
string
float
float
Notes
The date stored in the YYYYMMDD format.
This is the confidence value of the captured date utterance.
This is the confidence value of the captured confirm utterance.
Exit States
Name
max_nomatch
max_noinput
max_disconfirmed
done
Notes
The maximum number of nomatch events has occurred. If the max nomatch count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the max noinput count is 0, this exit state will never occur.
The maximum number of disconfirmation occurred. If the max_disconfirmed_count is set to 0, this exit state will never
occur.
The date captured was confirmed.
Audio Groups
Date Capture
Name (Label)
collect_initial_audio_group
(Date Initial)
collect_nomatch_audio_group
(Date NoMatch)
Req’d
Yes
Max 1
Yes
No
No
collect_noinput_audio_group
(Date NoInput)
No
No
collect_help_audio_group
(Date Help)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs during date input capture. The
nomatch event count corresponds to the audio group count. If not
specified, the initial audio group will be played in the event of a
nomatch.
Played when a noinput event occurs during date input capture. The
noinput event count corresponds to the audio group count. If not
specified, the initial audio group will be played in the event of a
noinput.
Played when a help event is triggered during date input capture. The
help event count corresponds to the audio group count. By default, the
help event can be triggered by the voice input “help”. Additionally,
other voice and DTMF inputs can be used to trigger the help event by
configuring a hotlink to throw a help event. If the audio group is not
specified, a help event will trigger the nomatch audio group to play (or
the initial audio group if nomatch audio group is not specified).
18
VOICE ELEMENT: DATE_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Date Confirm
Name (Label)
confirm_initial_audio_group
(Confirm Initial)
confirm_nomatch_audio_group
(Confirm NoMatch)
Req’d
Yes
Max 1
Yes
No
No
confirm_noinput_audio_group
(Confirm NoInput)
No
No
confirm_help_audio_group
(Confirm Help)
No
No
disconfirmed_audio_group
(Disconfirmed)
No
No
Req’d
No
Max 1
Yes
Notes
Played when the captured date is confirmed.
Played when a nomatch event occurs during confirmation. The nomatch event count
corresponds to the audio group count. If not specified, the confirm initial audio
group will be played in the event of a nomatch.
Played when a noinput event occurs during confirmation. The noinput event count
corresponds to the audio group count. If not specified, the confirm initial audio
group will be played in the event of a noinput.
Played when a help event is triggered during confirmation. The help event count
corresponds to the audio group count. By default, the help event can be triggered by
the voice input “help”. Additionally, other voice and DTMF inputs can be used to
trigger the help event by configuring a hotlink to throw a help event. If the audio
group is not specified, a help event will trigger the confirm nomatch audio group to
play (or the confirm initial audio group if confirm nomatch audio group is not
specified).
Played after the caller disconfirms a date entry.
End
Name (Label)
yes_audio_group
(Yes)
Notes
Played after the caller chooses the "yes" option. If not specified, no audio will be
played when this option is chosen.
VoiceXML Studio Element Folder: Date & Time
Class Name: com.audium.server.voiceElement.date.MBasicDateWithConfirm
19
VOICE ELEMENT: DIGITS
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Digits
The Digits voice element captures a string of numerical digits. It may be used to collect small or large strings of digits. The digit string
can be entered using the keypad or speech input. The captured value will be stored in element data as a string. The string cannot
contain any 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 can be terminated by a # keypress if desired (if not used, the entry is considered terminated when the input
timeout has been reached).
With the Digits voice element, the application designer has the ability to set length restrictions on the digit string. A minimum and
maximum length can be given to narrow the criteria. If a string of a specific length is 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 be entered.
Settings
Type
string
enum
string
Req’d
Yes
Single
setting
value
true
Yes
true
true
5s
max_noinput_count
(Digits Max NoInput Count)
int • 0
Yes
true
true
3
max_nomatch_count
(Digits Max NoMatch Count)
int • 0
Yes
true
true
3
digits_confidence_level
(Digits Confidence Level)
min_digit
(Min Digit)
max_digit
(Max Digit)
decimal
(0.0 to 1.0)
int > 0
Yes
true
true
0.40
Yes
true
true
None
Notes
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput event
is thrown.
The maximum number of noinput events allowed
during digits input capture. 0 = infinite noinputs
allowed.
The maximum number of nomatch events allowed
during digits input capture. 0 = infinite
nomatches allowed.
The confidence level threshold to use during
digits capture.
Minimum number of digits allowed.
int > 0
Yes
true
true
None
Maximum number of digits allowed.
Name (Label)
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
Substitution
allowed
false
Default
both
20
VOICE ELEMENT: DIGITS
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Element Data
Name
value
value_confidence
Type
string
float
Notes
The digit string value captured.
This is the confidence value of the captured utterance.
Exit States
Name
max_nomatch
max_noinput
done
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The digit string capture was completed.
Audio Groups
Digits Capture
Name (Label)
digits_initial_audio_group
(Digits Initial)
digits_nomatch_audio_group
(Digits NoMatch)
Req’d
Yes
Max 1
Yes
No
No
digits_noinput_audio_group
(Digits NoInput)
No
No
digits_help_audio_group
(Digits Help)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs. The nomatch event count corresponds to the
audio group count. If not specified, the initial audio group will be played in the event of
a nomatch.
Played when a noinput event occurs. The noinput event count corresponds to the audio
group count. If not specified, the initial audio group will be played in the event of a
noinput.
Played when a help event is triggered. The help event count corresponds to the audio
group count. By default, the help event can be triggered by the voice input “help”.
Additionally, other voice and DTMF inputs can be used to trigger the help event by
configuring a hotlink to throw a help event. If the audio group is not specified, a help
event will trigger the nomatch audio group to play (or the initial audio group if nomatch
audio group is not specified).
21
VOICE ELEMENT: DIGITS
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
End
Name (Label)
done_audio_group
(Done)
Req’d
No
Max 1
Yes
Notes
Played when the digits capture is completed and the voice element exits with the done
exit state.
VoiceXML Studio Element Folder: Number Capture
Class Name: com.audium.server.voiceElement.digit.MBasicDigit
22
VOICE ELEMENT: DIGITS_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Digits_With_Confirm
The Digits_With_Confirm voice element captures a string of numerical digits, and presents a confirmation menu allowing the caller to
either accept their entry or re-enter the digits. It may be used to collect small or large strings of digits. The digit string can be entered
using the keypad or speech input. The captured value will be stored in element data as a string. The string cannot contain nonnumerical 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 can be terminated by a # keypress if desired (otherwise, the entry is considered terminated when the input timeout is
reached).
With the Digits_With_Configm voice element, the application designer has the ability to set length restrictions on the digit string. A
minimum and maximum length can be given to narrow the criteria. If a string of a specific length is 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 be entered.
Settings
Type
string
enum
Req’d
Yes
Single
setting
value
true
noinput_timeout
(Noinput Timeout)
string
Yes
true
true
5s
digits_max_noinput_count
(Digits Max NoInput Count)
int • 0
Yes
true
true
3
digits_max_nomatch_count
(Digits Max NoMatch Count)
int • 0
Yes
true
true
3
confirm_max_noinput_count
(Confirm Max NoIput Count)
int • 0
Yes
true
true
3
confirm_max_nomatch_count
(Confirm Max NoMatch Count)
int • 0
Yes
true
true
3
Name (Label)
inputmode
(Input Mode)
Substitution
allowed
false
Default
both
Notes
The type of entry allowed for input (during digits
capture and confirmation). Possible values are:
voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput event
is thrown.
The maximum number of noinput events allowed
during digits input capture. 0 = infinite noinputs
allowed.
The maximum number of nomatch events allowed
during digits input capture. 0 = infinite
nomatches allowed.
The maximum number of noinput events allowed
during digits input confirmation. 0 = infinite
noinputs allowed.
The maximum number of nomatch events allowed
during digits input confirmation. 0 = infinite
nomatches allowed.
23
VOICE ELEMENT: DIGITS_WITH_CONFIRM
Name (Label)
max_disconfirmed_count
(Max Disconfirmed Count)
digits_confidence_level
(Digits Confidence Level)
confirm_confidence_level
(Confirm Confidence Level)
min_digit
(Min Digit)
max_digit
(Max Digit)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
int • 0
Req’d
Yes
Single
setting
value
true
decimal
(0.0 to 1.0)
decimal
(0.0 to 1.0)
int > 0
Yes
true
true
0.40
Yes
true
true
0.50
Yes
true
true
None
Notes
The maximum number of times a caller is allowed
to disconfirm a captured digits input. 0 = infinite
disconfirmations allowed.
The confidence level threshold to use during
digits capture.
The confidence level threshold to use during
confirmation.
Minimum number of digits allowed.
int > 0
Yes
true
true
None
Maximum number of digits allowed.
Substitution
allowed
true
Default
3
Element Data
Name
value
value_confidence
confirm_confidence
Type
string
float
float
Notes
The digit string captured.
This is the confidence value of the captured digit string utterance.
This is the confidence value of the captured confirm utterance.
Exit States
Name
max_nomatch
max_noinput
max_disconfirmed
done
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The maximum number of disconfirmation has occurred. If the max disconfirmed count is set to 0, this exit state will never occur.
The digit string captured was confirmed.
24
VOICE ELEMENT: DIGITS_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Audio Groups
Digits Capture
Name (Label)
digits_initial_audio_group
(Digits Initial)
digits_nomatch_audio_group
(Digits NoMatch)
Req’d
Yes
Max 1
Yes
No
No
digits_noinput_audio_group
(Digits NoInput)
No
No
digits_help_audio_group
(Digits Help)
No
No
Name (Label)
confirm_initial_audio_group
(Confirm Initial)
confirm_nomatch_audio_group
(Confirm NoMatch)
Req’d
Yes
Max 1
Yes
No
No
confirm_noinput_audio_group
(Confirm NoInput)
No
No
confirm_help_audio_group
(Confirm Help)
No
No
disconfirmed_audio_group
(Disconfirmed)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs during digits input capture. The nomatch event
count corresponds to the audio group count. If not specified, the initial audio group will
be played in the event of a nomatch.
Played when a noinput event occurs during digits input capture. The noinput event
count corresponds to the audio group count. If not specified, the initial audio group will
be played in the event of a noinput.
Played when a help event is triggered during digits input capture. The help event count
corresponds to the audio group count. By default, the help event can be triggered by
the voice input “help”. Additionally, other voice and DTMF inputs can be used to
trigger the help event by configuring a hotlink to throw a help event. If the audio group
is not specified, a help event will trigger the nomatch audio group to play (or the initial
audio group if nomatch audio group is not specified).
Digits Confirm
Notes
Played when confirmation first begins.
Played when a nomatch event occurs during confirmation. The nomatch event count
corresponds to the audio group count. If not specified, the confirm initial audio group
will be played in the event of a nomatch.
Played when a noinput event occurs during confirmation. The noinput event count
corresponds to the audio group count. If not specified, the confirm initial audio group
will be played in the event of a noinput.
Played when a help event is triggered during confirmation. The help event count
corresponds to the audio group count. By default, the help event can be triggered by
the voice input “help”. Additionally, other voice and DTMF inputs can be used to
trigger the help event by configuring a hotlink to throw a help event. If the audio group
is not specified, a help event will trigger the confirm nomatch audio group to play (or
the confirm initial audio group if confirm nomatch audio group is not specified).
Played after the caller disconfirms a captured digits entry. Upon reaching the
max_disconfirmed_count, the prompt should be about exiting with the
max_disconfirmed exit state.
25
VOICE ELEMENT: DIGITS_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
End
Name (Label)
yes_audio_group
(Yes)
Req’d
No
Max 1
Yes
Notes
Played after the caller chooses the "yes" option. If not specified, no audio will be played
when this option is chosen.
VoiceXML Studio Element Folder: Number Capture
Class Name: com.audium.server.voiceElement.digit.MBasicDigitWithConfirm
26
ACTION ELEMENT: EMAIL
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Email
The Email action element sends messages using the Javamail package supplied by the application server to send messages to the
provided email address. Additionally the message can include 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
addresses are not verified for syntax or validity. Attachments that do not exist will be skipped but the message will still be sent.
Repeated email addresses are sent the message multiple times. The toList, ccList and bccList settings must refer to session data
variables that holds a ResultSetList Java class holding a list of email addresses (retrieved from a Database element).
Settings
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
jndiName
(JNDI Name)
to
(To)
toList
(To List)
string
true
None
string
No
false
true
None
string
No
true
true
None
from
(From)
cc
(Cc)
ccList
(Cc List)
string
Yes
true
true
None
The configured JNDI datasource for mail sessions under the java
application server.
Email address this message should be sent to. This setting is repeatable so
that each setting value contains a separate email address.
The name of a session data variable containing a ResultSetList object
holding a list of email addresses as retrieved from a Database element.
The email will be sent to every address in this list.
The from/reply-to address for the email.
string
No
false
true
None
string
No
true
true
None
bcc
(Bcc)
bccList
(Bcc List)
string
No
false
true
None
string
No
true
true
None
subject
(Subject)
attachment
(Attachment)
messageBody
(Message Body)
string
No
true
true
None
string
No
false
true
None
string
Yes
true
true
None
Email address this message should be carbon copied to. This setting is
repeatable so that each setting value contains a separate email address.
The name of a session data variable containing a ResultSetList object
holding a list of email addresses as retrieved from a Database element.
The email will be carbon copied to each address in this list.
Email address this message should be blind carbon copied to. This setting
is repeatable so that each setting value contains a separate email address.
The name of a session data variable containing a ResultSetList object
holding a list of email addresses as retrieved from a Database element.
The email will be blind carbon copied to each address in this list.
Subject field of the email.
Full local path of the file to be attached. This setting is repeatable so that
each setting value contains a reference to separate attachments.
The message body of the email.
27
ACTION ELEMENT: EMAIL
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Exit States
Name
done
Notes
The database query successfully completed.
VoiceXML Studio Element Folder: Notification
Class Name: com.audium.server.action.email.EmailAction
28
VOICE ELEMENT: FORM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Form
The Form voice element is used to capture any input from the caller, based on developer-specified grammars. The valid caller inputs
can be specified either directly in the voice element settings (which will create an inline grammar) or with external grammar files.
Information returned by the Form grammars are saved in element data that can then be analyzed by developer-defined components. A
Form voice element can be configured to listen for voice input only, DTMF input only, or both voice and DTMF input. In short, the
Form element is the most flexible of all Unified CVP elements as it allows almost any custom information to be captured without
requiring a separate voice element. If a Unified CVP voice element does not capture certain information as desired, one can always
use a Form element first, before embarking on constructing 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-level slot attribute and how to name the slot attribute. The
element also supports separate options for activating help prompts and the ability to set modality for Form.
Multiple DTMF and speech external grammars can be referenced within a single Form element, and the developer has the ability to
specify grammar weights for speech grammars and set MIME types for 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. Advanced n-best processing can be enabled, and standard n-best results are stored in element data and the activity
log.
Settings
Name (Label)
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
form_max_noinput_count
(Form Max NoInput)
form_max_nomatch_count
(Form Max NoMatch)
Type
Req’d Single Substitution
setting allowed
value
false
string enum Yes true
Default
Notes
both
string
Yes
true
true
5s
int • 0
Yes
true
true
3
The type of entry allowed for input. Possible values are: voice |
dtmf | both.
The maximum time length allowed for silence or no keypress
before a noinput event is thrown. Possible values are standard time
designations including both a non-negative number and a time
unit, for example, 3s (for seconds) or 300ms (for milliseconds).
Default = 5s.
0 = infinite noinputs allowed.
int • 0
Yes
true
true
3
0 = infinite nomatches allowed.
29
VOICE ELEMENT: FORM
Name (Label)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
form_confidence_level
decimal
(Form Confidence Level) (0.0 – 1.0)
voice_grammar
string
(Voice Grammar)
Req’d Single Substitution
setting allowed
value
Yes true
true
*No
false
true
Default
Notes
0.40
The confidence level threshold to use for data capture.
None
Defines an external voice grammar for Form, in a string format
delimited with semi-colons specifying three values in the
following order:
1) The grammar weight (optional)
2) The grammar type (optional)
3) URL of the grammar file (required)
The type can be left blank to use the adapter default or set to ‘null’
to not include a type at all. If either a weight or type is defined,
two semi-colons must be used. For example:
0.6;application/srgs+xml;http://IP:PORT/mygrammar.grxml
;application/srgs+xml;http://IP:PORT/mygrammar.grxml
0.6;;http://IP:PORT/mygrammar.grxml
0.6;null;http://IP:PORT/mygrammar.grxml
http://IP:PORT/mygrammar.grxml
This setting is repeatable so multiple external grammar sources
may be specified. None of the four settings - voice_grammar,
dtmf_grammar, voice_keyword and dtmf_keypress,
are required, but at least one must be specified since a form cannot
be completed without a grammar.
30
VOICE ELEMENT: FORM
Name (Label)
dtmf_grammar
(DTMF Grammar)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
URI
Req’d Single Substitution
setting allowed
value
*No false
true
Default
None
Notes
Defines an external DTMF grammar for Form, in a string format
delimited with a semi-colon specifying two values in the following
order:
1) The grammar type (optional)
2) URL of the grammar file (required)
The type can be left blank to use the adapter default or set to ‘null’
to not include a type at all. For example:
application/srgs+xml;http://IP:PORT/mygrammar.grxml
null;http://IP:PORT/mygrammar.grxml
http://IP:PORT/mygrammar.grxml
voice_keyword
(Voice Keyword)
string
*No
false
true
None
This setting is repeatable so multiple external grammar sources
may be specified. None of the four settings - voice_grammar,
dtmf_grammar, voice_keyword and dtmf_keypress,
are required, but at least one must be specified since a form cannot
be completed without a grammar.
Defines the inline voice grammar for Form, with each
configuration of this repeatable setting specifying one option for
the grammar. The valid format is a string separated with a semicolon specifying two values in the following order:
1) The weight of the grammar item (optional)
2) The grammar item (required)
Note that the grammar item may either contain the input itself
followed by an optional return value, or just the input. Sample
configurations values are:
0.6; news report [news]
0.6; news report
news report [news]
news report
None of the four settings - voice_grammar,
dtmf_grammar, voice_keyword and dtmf_keypress,
are required, but at least one must be specified since a form cannot
be completed without at least one grammar.
31
VOICE ELEMENT: FORM
Name (Label)
dtmf_keypress
(DTMF Keypress)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
character
(0-9, #, *)
Req’d Single Substitution
setting allowed
value
*No false
true
Default
None
Notes
Defines the inline DTMF grammar for Form, with each
configuration of this repeatable setting specifying one option for
the grammar. The valid format is a character (0-9, #, *)
representing the keypress, followed by an optional return value.
Sample configurations values are:
1 [news]
1
help_voice_keyword
(Help Voice Keyword)
help_dtmf_keypress
(Help DTMF Keypress)
modal
(Modal)
field_name
(Field Name)
field_slot
(Field Slot)
string
character
(0-9, #, *)
No
No
false
false
true
true
boolean
No
true
true
string
Yes
true
true
string
No
true
true
None
None
None of the four settings - voice_grammar,
dtmf_grammar, voice_keyword and dtmf_keypress,
are required, but at least one must be specified since a form cannot
be completed without at least one grammar.
Specifies a custom inline voice grammar to activate the help audio
group. Each value of this repeatable setting adds another valid
utterance. The format is a string specifying just the utterance (e.g.
“news report”).
If this setting is configured, a custom inline voice grammar will be
generated, replacing the default help grammar used by a browser,
and the custom grammar will be active only within the current
Form element.
Specifies a custom inline DTMF grammar to activate the help
audio group. Each value of this repeatable setting adds another
valid DTMF keypress. The format is a character (0-9, #, *)
representing just the keypress.
If this setting is configured, a custom inline DTMF grammar will
be generated, and it will be active only within the current Form
element.
false
Whether or not to temporarily disable active grammars specified
outside the current Form element (such as those defined by
hotlinks). If set to true, only the current Form grammars will be
enabled for the duration of the element. Otherwise all active
grammars will be enabled.
foundation The value to assign to the VXML field name attribute.
_fld
None
The name to assign to the VXML field slot attribute. If left
unspecified, the field will not include a slot attribute.
32
VOICE ELEMENT: FORM
Name (Label)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
slot_element_data
(Slot Element Data)
string
maxnbest
(Maxnbest)
int • 1
Req’d Single Substitution
setting allowed
value
No false
true
Yes
true
true
Default
Notes
None
Specifies for which grammar slot the return value should be stored
as element data. This is a repeatable setting so multiple slot names
can be specified. See notes below for further details.
The maximum number of speech recognition results that can be
generated per voice input.
1
Notes:
The voice browser requires the top-level slot name in a grammar (whether inline or external) to match the field-level slot attribute
(or the field name attribute if the slot attribute is unspecified), in order for the field name variable (and hence the Unified CVP
“value” element data) to be defined. For inline grammars, the Unified CVP Form element automatically generates the grammar
slot name based on the slot attribute or the field name. For custom-defined grammars that are referenced from an external source,
it is the developer’s job to configure “Field Name” and/or “Field Slot” correctly so that the above requirement is met.
For a grammar that returns either different slots for different inputs or multiple slots per utterance, there are two ways to configure
the Form element to store the slot/value pair information:
o 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 string that 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 subsequent element to obtain the different slot name and value pairs.
o 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 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 length of the n-best list). For example, if “slot_element_data” have two values “city” and “state” and
there are three n-best results triggered, then a total of 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 that if n-best
processing is disabled by setting maxnbest to 1, then only one interpretation will be returned per input and thereby only one
element data per slot (“city1” and “state1”) will be created.
33
VOICE ELEMENT: FORM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Element Data
Name
value
value_confidence
<SLOT_ELEMENT_DATA1>
<SLOT_ELEMENT_DATA2>
…
*
<SLOT_ELEMENT_DATAX >
nbestLength
nbestUtterance1
nbestUtterance2
…
nbestUtteranceX
nbestInterpretation1
nbestInterpretation2
…
nbestInterpretationX
nbestConfidence1
nbestConfidence2
…
nbestConfidenceX
nbestInputmode1
nbestInputmode2
…
nbestInputmodeX
Type
Notes
string This stores the value of the VXML field name variable.
float This stores the confidence score of the captured Form utterance. When n-best recognition is enabled, this stores the
confidence score of the top hypothesis in the n-best list.
string A separate set of element data stores the interpretation values for each filled slot of captured n-best utterances.
While the maximum number of <SLOT_ELEMENT_DATAX> values is equal to the maxnbest setting value, the
actual number of these values available is dependent on speech recognition at runtime, where
<SLOT_ELEMENT_DATA1> holds the slot value of the top hypothesis in the n-best list and
<SLOT_ELEMENT_DATAX> holds the slot value of the last hypothesis. Note that if the slot_element_data
setting is blank, these sets of element data will not be created.
int • 1 This stores the number of n-best hypotheses generated by the speech engine.
string This set of element data stores the captured n-best utterances. While the maximum number of nbestUtteranceX
values is equal to the maxnbest setting value, the actual number of these values available is determined by speech
recognition at runtime, where nbestUtterance1 holds the utterance of the top hypothesis in the n-best list and
nbestUtteranceX holds the utterance of the last hypothesis.
string This set of element data stores the interpretations of captured n-best utterances. While the maximum number of
nbestInterpretationX values is equal to the maxnbest setting value, the actual number of these values
available is determined by speech recognition at runtime, where nbestInterpretation1 holds the
interpretation of the top hypothesis in the n-best list and nbestInterpretationX holds the interpretation of
the last hypothesis.
float This set of element data stores the confidence scores of captured n-best utterances. While the maximum number of
nbestConfidenceX values is equal to the maxnbest setting value, the actual number of these values available
is determined by speech recognition at runtime, where nbestConfidence1 holds the confidence score of the top
hypothesis in the n-best list and nbestConfidenceX holds the confidence score of the last hypothesis.
string This set of element data stores the input modes of captured n-best utterances.
*
“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, then multiple sets of element data using the same naming
convention will be created.
34
VOICE ELEMENT: FORM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Exit States
Name
max_nomatch
max_noinput
done
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The caller input matched the grammar correctly.
Audio Groups
Form Data Capture
Name (Label)
initial_audio_group
(Initial)
nomatch_audio_group
(NoMatch)
Req’d
Yes
Max 1
Yes
No
No
noinput_audio_group
(NoInput)
No
No
help_audio_group
(Help)
No
No
Req’d
No
Max 1
Yes
Notes
Played when the voice element first begins.
Played when a nomatch event occurs. The nomatch event count corresponds to the
audio group count. If not specified, the initial audio group will be played in the event of
a nomatch.
Played when a noinput event occurs. The noinput event count corresponds to the audio
group count. If not specified, the initial audio group will be played in the event of a
noinput.
Played when a help event is triggered. The help event count corresponds to the audio
group count. By default, the help event can be triggered by the voice input “help”.
Additionally, other voice and DTMF inputs can be used to trigger the help event by
configuring a hotlink to throw a help event. If the audio group is not specified, a help
event will trigger the nomatch audio group to play (or the initial audio group if nomatch
audio group is not specified).
End
Name (Label)
done_audio_group
(Done)
Notes
Played when the form data capture is completed, and the voice element exits with the
done exit state.
VoiceXML Studio Element Folder: Form
Class Name: com.audium.server.voiceElement.form.MFoundationForm
35
VOICE ELEMENT: FORM_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Form_With_Confirm
The Form_With_Confirm voice element is used to capture and confirm input from the caller, based on application designer-specified
grammars. The valid caller inputs can be specified either directly in the voice element settings (which will create an inline grammar)
or with external grammar files. Information returned by the grammar are saved in element data that can then be analyzed by
developer-defined components. A Form_With_Confirm voice element can be configured to listen for voice input only, DTMF input
only, or both voice and DTMF input. In short, the Form_With_Confirm element is the most flexible of all Unified CVP elements that
have confirmation menus as it allows almost any custom information to be captured and confirmed without requiring a separate voice
element. If a Unified CVP voice element does not capture and confirm certain information as desired, one can always use a
Form_With_Confirm element first, before embarking 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 include a field-level slot attribute and how to name
the slot attribute. The element also supports separate options for activating help prompts and the ability to set modality for Form.
Multiple DTMF and speech external grammars can be referenced within a single Form_With_Confirm element, and the developer has
the ability to specify grammar weights for speech grammars and set MIME types for both speech and DTMF grammars. Additionally,
the Form_With_Confirm 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. Advanced n-best processing can be enabled, and standard n-best results are stored in
element data and the activity log.
Settings
Name (Label)
Type
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
string
enum
string
form_max_noinput_count
(Form Max NoInput)
int • 0
Req’d Single Substitution
setting allowed
value
Yes true
false
Default
Notes
both
The type of entry allowed for input. Possible values are: voice
| dtmf | both.
The maximum time length allowed for silence or no keypress
before a noinput event is thrown. Possible values are standard
time designations including both a non-negative number and a
time unit, for example, 3s (for seconds) or 300ms (for
milliseconds). Default = 5s.
The maximum number of noinput events allowed during form
input capture. 0 = infinite noinputs allowed.
Yes
true
true
5s
Yes
true
true
3
36
VOICE ELEMENT: FORM_WITH_CONFIRM
Name (Label)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
form_max_nomatch_count
int • 0
(Form Max NoMatch)
confirm_max_noinput_count
int • 0
(Confirm Max NoInput)
confirm_max_nomatch_count
int • 0
(Confirm Max NoMatch)
max_disconfirmed_count
int • 0
(Max Disconfirmed Count)
form_confidence_level
decimal
(Form Confidence Level)
(0.0 – 1.0)
confirm_confidence_level
decimal
(Confirm Confidence Level) (0.0 – 1.0)
voice_grammar
string
(Voice Grammar)
Req’d Single Substitution
setting allowed
value
Yes true
true
Default
Notes
3
The maximum number of nomatch events allowed during form
input capture. 0 = infinite nomatches allowed.
The maximum number of noinput events allowed during form
input confirmation. 0 = infinite noinputs allowed.
The maximum number of nomatch events allowed during form
input confirmation. 0 = infinite nomatches allowed.
The maximum number of times a caller is allowed to disconfirm
a captured input. 0 = infinite disconfirmations allowed.
The confidence level threshold to use for capture of the form
data.
The confidence level threshold to use for confirmation of the
form data.
Defines an external voice grammar for Form, in a string format
delimited with semi-colons specifying three values in the
following order:
Yes
true
true
3
Yes
true
true
3
Yes
true
true
3
Yes
true
true
0.40
Yes
true
true
0.50
*No
false
true
None
i.
ii.
iii.
the grammar weight (optional)
the grammar type (optional)
the grammar URL (required)
The type can be left blank to use the adapter default or set to
‘null’ to not include a type at all. If either a weight or type is
defined, two semi-colons must be used. For example:
0.6;application/srgs+xml;http://IP:PORT/mygrammar.grxml
;application/srgs+xml;http://IP:PORT/mygrammar.grxml
0.6;;http://IP:PORT/mygrammar.grxml
0.6;null;http://IP:PORT/mygrammar.grxml
http://IP:PORT/mygrammar.grxml
This setting is repeatable so multiple external grammar sources
may be specified. None of the four settings voice_grammar, dtmf_grammar, voice_keyword
and dtmf_keypress, are required, but at least one must be
specified since a form cannot be completed without a grammar.
37
VOICE ELEMENT: FORM_WITH_CONFIRM
Name (Label)
dtmf_grammar
(DTMF Grammar)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
URI
Req’d Single Substitution
setting allowed
value
*No false
true
Default
None
Notes
Defines an external DTMF grammar for Form, in a string format
delimited with a semi-colon specifying two values in the
following order:
1) The grammar type (optional)
2) The grammar URL (required)
The type can be left blank to use the adapter default or set to
‘null’ to not include a type at all. For example:
application/srgs+xml;http://IP:PORT/mygrammar.grxml
null;http://IP:PORT/mygrammar.grxml
http://IP:PORT/mygrammar.grxml
voice_keyword
(Voice Keyword)
string
*No
false
true
None
This setting is repeatable so multiple external grammar sources
may be specified. None of the four settings voice_grammar, dtmf_grammar, voice_keyword
and dtmf_keypress, are required, but at least one must be
specified since a form cannot be completed without a grammar.
Defines the inline voice grammar for Form_With_Confirm, with
each configuration of this repeatable setting specifying one
option for the grammar. The valid format is a string separated
with a semi-colon specifying two values in the following order:
1) The weight of the grammar item (optional)
2) The grammar item (required)
Note that the grammar item may either contain the input itself
followed by an optional return value, or just the input. Sample
configurations values are:
0.6; news report [news]
0.6; news report
news report [news]
news report
None of the four settings - voice_grammar, dtmf_grammar,
voice_keyword and dtmf_keypress, are required, but at
least one must be specified since a form cannot be completed
without at least one grammar.
38
VOICE ELEMENT: FORM_WITH_CONFIRM
Name (Label)
dtmf_keypress
(DTMF Keypress)
help_voice_keyword
(Help Voice Keyword)
help_dtmf_keypress
(Help DTMF Keypress)
modal
(Modal)
field_name
(Field Name)
field_slot
(Field Slot)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
Req’d Single Substitution
setting allowed
value
true
character *No false
(0-9, #, *)
string
character
(0-9, #, *)
No
No
false
false
true
true
boolean
No
true
true
string
Yes
true
true
string
No
true
true
Default
Notes
None
Defines the inline DTMF grammar for Form_With_Confirm,
with each configuration of this repeatable setting specifying one
option for the grammar. The valid format is a character (0-9, #,
*) representing the keypress, followed by an optional return
value. Sample configurations values are:
None
None
1 [news]
1
None of the four settings - voice_grammar,
dtmf_grammar, voice_keyword and
dtmf_keypress, are required, but at least one must be
specified since a form cannot be completed without at least one
grammar.
Specifies a custom inline voice grammar to activate the help
audio group. Each value of this repeatable setting adds another
valid utterance. The format is a string specifying just the
utterance (e.g. “news report”).
If this setting is configured, a custom inline voice grammar will
be generated, replacing the default help grammar used by a
browser, and the custom grammar will be active only within the
current Form_With_Confirm element.
Specifies a custom inline DTMF grammar to activate the help
audio group. Each value of this repeatable setting adds another
valid DTMF keypress. The format is a character (0-9, #, *)
representing just the keypress.
If this setting is configured, a custom inline DTMF grammar
will be generated, and it will be active only within the current
Form_With_Confirm element.
false Whether or not to temporarily disable active grammars specified
outside the current Form_With_Confirm element (such as those
defined by hotlinks). If set to true, only the current
Form_With_Confirm grammars will be enabled for the duration
of the element. Otherwise all active grammars will be enabled.
foundatio The value to assign to the VXML field-level name attribute.
n_fld
None
The name to assign to the VXML field-level slot attribute. If left
unspecified (i.e. the default value), the field will not have a slot
attribute.
39
VOICE ELEMENT: FORM_WITH_CONFIRM
Name (Label)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
slot_element_data
(Slot Element Data)
string
maxnbest
(Maxnbest)
int • 1
Req’d Single Substitution
setting allowed
value
No false
true
Yes
true
true
Default
Notes
None
Specifies for which grammar slot the return value should be
stored as element data. This is a repeatable setting so multiple
slot names can be specified. See notes below for further details.
The maximum number of speech recognition results that can be
generated per voice input.
1
Notes:
The voice browser requires the top-level slot name in a grammar (whether inline or external) to match the field-level slot attribute
(or the field name attribute if the slot attribute is unspecified), in order for the field name variable (and hence the Unified CVP
“value” element data) to be defined. For inline grammars, the Unified CVP Form_With_Confirm element automatically generates
the grammar slot name based on the slot attribute or the field name. For custom-defined grammars that are referenced from an
external source, it is the developer’s job to configure “Field Name” and/or “Field Slot” correctly so that the above requirement
is met.
For a grammar that returns either different slots for different inputs or multiple slots per utterance, there are two ways to configure
the Form_With_Confirm element to store the slot/value pairs:
o Leave the “slot_element_data” setting empty. The Form_With_Confirm element will create element data named
“nbestInterpretationX” (where X is from 1 to the length of the n-best list) that contains a string that 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 subsequent element to obtain the different slot name and value pairs.
o 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 recognition results 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 length of the n-best list). For example, if “slot_element_data” have two values “city”
and “state” and there are three n-best results triggered, then a total of 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 that if nbest processing is disabled by setting maxnbest to 1, then only one interpretation will be returned per input and thereby only
one element data per slot (“city1” and “state1”) will be created.
Element Data
Name
value
Type
Notes
string This stores the value of the VXML field name variable.
40
VOICE ELEMENT: FORM_WITH_CONFIRM
Name
value_confidence
<SLOT_ELEMENT_DATA1>
<SLOT_ELEMENT_DATA2>
…
*
<SLOT_ELEMENT_DATAX >
nbestLength
nbestUtterance1
nbestUtterance2
…
nbestUtteranceX
nbestInterpretation1
nbestInterpretation2
…
nbestInterpretationX
nbestConfidence1
nbestConfidence2
…
nbestConfidenceX
nbestInputmode1
nbestInputmode2
…
nbestInputmodeX
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
Notes
float This stores the confidence score of the captured Form_With_Confirm utterance. When n-best recognition is enabled,
this stores the confidence score of the top hypothesis in the n-best list.
string A separate set of element data stores the interpretation values for each filled slot of captured n-best utterances.
While the maximum number of <SLOT_ELEMENT_DATAX> values is equal to the maxnbest setting value, the
actual number of these values available is dependent on speech recognition at runtime, where
<SLOT_ELEMENT_DATA1> holds the slot value of the top hypothesis in the n-best list and
<SLOT_ELEMENT_DATAX> holds the slot value of the last hypothesis. Note that if the slot_element_data
setting is blank, these sets of element data will not be created.
int • 1 This stores the number of n-best hypotheses generated by the speech engine.
string This set of element data stores the captured n-best utterances. While the maximum number of nbestUtteranceX
values is equal to the maxnbest setting value, the actual number of these values available is determined by speech
recognition at runtime, where nbestUtterance1 holds the utterance of the top hypothesis in the n-best list and
nbestUtteranceX holds the utterance of the last hypothesis.
string This set of element data stores the interpretations of captured n-best utterances. While the maximum number of
nbestInterpretationX values is equal to the maxnbest setting value, the actual number of these values
available is determined by speech recognition at runtime, where nbestInterpretation1 holds the
interpretation of the top hypothesis in the n-best list and nbestInterpretationX holds the interpretation of
the last hypothesis.
float This set of element data stores the confidence scores of captured n-best utterances. While the maximum number of
nbestConfidenceX values is equal to the maxnbest setting value, the actual number of these values available
is determined by speech recognition at runtime, where nbestConfidence1 holds the confidence score of the top
hypothesis in the n-best list and nbestConfidenceX holds the confidence score of the last hypothesis.
string This set of element data stores the input modes of captured n-best utterances.
*
“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, then multiple sets of element data using the same naming
convention will be created.
41
VOICE ELEMENT: FORM_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Exit States
Name
max_nomatch
max_noinput
max_disconfirmed
done
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The maximum number of disconfirm events has occurred. If the disconfirm max count is 0, this exit state will never occur.
The caller input matched the grammar correctly.
Audio Groups
Form Data Capture
Name (Label)
form_initial_audio_group
(Form Initial)
form_nomatch_audio_group
(Form NoMatch)
Req’d
Yes
Max 1
Yes
No
No
form_noinput_audio_group
(Form NoInput)
No
No
form_help_audio_group
(Form Help)
No
No
Name (Label)
confirm_initial_audio_group
(Confirm Initial)
confirm_nomatch_audio_group
(Confirm NoMatch)
Req’d
Yes
Max 1
Yes
No
No
confirm_noinput_audio_group
(Confirm NoInput)
No
No
confirm_help_audio_group
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs during form input capture. The nomatch event count
corresponds to the audio group count. If not specified, the initial audio group will be
played in the event of a nomatch.
Played when a noinput event occurs during form input capture. The noinput event count
corresponds to the audio group count. If not specified, the initial audio group will be
played in the event of a noinput.
Played when a help event is triggered during form input capture. The help event count
corresponds to the audio group count. By default, the help event can be triggered by the
voice input “help”. Additionally, other voice and DTMF inputs can be used to trigger the
help event by configuring a hotlink to throw a help event. If the audio group is not
specified, a help event will trigger the nomatch audio group to play (or the initial audio
group if nomatch audio group is not specified).
Form Data Confirm
Notes
Played after the caller enters a value, requesting the caller's confirmation of that value.
Played when a nomatch event occurs during confirmation. The nomatch event count
corresponds to the audio group count. If not specified, the confirm initial audio group will
be played in the event of a nomatch.
Played when a noinput event occurs during confirmation. The noinput event count
corresponds to the audio group count. If not specified, the confirm initial audio group will
be played in the event of a noinput.
Played when a help event is triggered during confirmation. The help event count
42
VOICE ELEMENT: FORM_WITH_CONFIRM
Name (Label)
(Confirm Help)
disconfirmed_audio_group
(Disconfirmed)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Req’d
Max 1
No
No
Req’d
No
Max 1
Yes
Notes
corresponds to the audio group count. By default, the help event can be triggered by the
voice input “help”. Additionally, other voice and DTMF inputs can be used to trigger the
help event by configuring a hotlink to throw a help event. If the audio group is not
specified, a help event will trigger the confirm nomatch audio group to play (or the
confirm initial audio group if confirm nomatch audio group is not specified).
Played when the caller disconfirms the value.
End
Name (Label)
yes_audio_group
(Yes)
Notes
Played after the caller chooses the "yes" option. If not specified, no audio will be played
when this option is chosen.
VoiceXML Studio Element Folder: Form
Class Name: com.audium.server.voiceElement.form.MFoundationFormWithConfirm
43
ACTION ELEMENT: MATH
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Math
The Math action element is used to evaluate basic mathematical expressions. The mathematical expression is 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 or session 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
Expression: 2 * 4
Result: 8.0
Expression: sqrt(16)
Result: 4.0
Expression: {Data.Session.myNumber} == 4
Result: 1.0
Settings
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
Type
(Type)
string
enum
false
Element
string
Yes
true
true
None
string
Yes
true
true
None
This setting specifies the type of data that will
store the result of the mathematical expression.
Possible values are: Element | Session.
Default = Element.
This setting specifies the name to assign to the
data that will store the result of the mathematical
expression.
This setting specifies the mathematical
expression to parse and evaluate. For supported
operators and functions see tables below.
Name
(Name)
Expression
(Expression)
44
ACTION ELEMENT: MATH
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Operators
Operation
Power
Boolean Not
Unary Plus, Unary Minus
Modulus
Division
Multiplication
Addition, Subtraction
Less or Equal, More or Equal
Less Than, Greater Than
Not Equal, Equal
Boolean And
Boolean Or
Functions
Operator
^
!
+x, -x
%
/
*
+, <=, >=
<, >
!=, ==
&&
||
Function
Sine
Cosine
Tangent
Arc Sine
Arc Cosine
Arc Tangent
Arc Tangent (with 2 parameters)
Hyperbolic Sine
Hyperbolic Cosine
Hyperbolic Tangent
Inverse Hyperbolic Sine
Inverse Hyperbolic Cosine
Inverse Hyperbolic Tangent
Natural Logarithm
Logarithm base 10
Exponential
Absolute Value / Magnitude
Modulus
Square Root
Sum
If
Syntax
sin(x)
cos(x)
tan(x)
asin(x)
acos(x)
atan(x)
atan2(y, x)
sinh(x)
cosh(x)
tanh(x)
asinh(x)
acosh(x)
atanh(x)
ln(x)
log(x)
exp(x)
abs()
mod()
sqrt()
sum()
if()
45
ACTION ELEMENT: MATH
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Element Data
Element data is created only when the “type” setting is set to “Element”. In all other cases, no element data is created.
Name
[value of setting “name”]
Type
String
Notes
The result of the mathematical expression.
Session Data
Session data is created only when the “type” setting is set to “Session”. In all other cases, no session data is created.
Name
[value of setting “name”]
Type
String
Notes
The result of the mathematical expression.
Exit States
Name
done
Notes
The mathematical expression was evaluated and the result was stored as either element data or session data.
Studio Element Folder: Math
Class Name: com.audium.server.action.math.MathAction
46
VOICE ELEMENT: 2_OPTION_MENU TO 10_OPTION_MENU
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
2_Option_Menu, 3_Option_Menu, . . . , 10_Option_Menu
These voice elements define menus that support from 2 to 10 options. The Menu voice elements are similar to the Form voice element,
except that the number of choices is fixed and all grammars are defined within the voice elements. Additionally, there is an exit state
for each option, therefore the captured value does not have to be analyzed afterwards to determine the next dialog in the call flow. Use
Menu elements when the situation defines 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 Menu voice elements with 2 to10
options. For each additional option, three additional settings are added to handle the spoken keyword, DTMF entry, and interpretation
value for each option. The audio groups and element data 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 named value when any of the
keywords or DTMF key presses assigned to that option are captured. The element variable (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 be used for a message that is to
be played regardless of what option is chosen. If an option specific message is desired, it is recommended that the
done_audio_group not be configured and an Audio voice element be used after the particular choice is made.
Settings
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
noinput_timeout
(Noinput Timeout)
string
true
5s
int • 0
Yes
true
true
3
max_nomatch_count
(Max NoMatch Count)
int • 0
Yes
true
true
3
confidence_level
(Confidence Level)
optionX_dtmf†
decimal
(0.0 to 1.0)
Character
(0-9, #, *)†
Yes
true
true
0.40
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput event
is thrown.
The maximum number of noinput events
allowed during input capture. 0 = infinite
noinputs allowed.
The maximum number of nomatch events
allowed during input capture. 0 = infinite
nomatches allowed.
The confidence level threshold to use.
max_noinput_count
(Max NoInput Count)
No
true
true
None
The dtmf keypress or keypresses that can be
47
VOICE ELEMENT: 2_OPTION_MENU TO 10_OPTION_MENU
Name (Label)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
Req’d
Single
setting
value
Substitution
allowed
Default
(Option X DTMF)
optionX_voice
(Option X Voice)
string
No
true
true
None
optionX_value
(Option X Value)
string
Yes
false
true
None
Notes
used to select the menu optionX. Additional
optionX_dtmf settings may be used to
define multiple dtmf keypresses corresponding
to the same return value. Note that 1) at
minimum, one of the two settings:
optionX_dtmf or optionX_voice must
be specified; and 2) keypresses are currently
limited to single digits.
The voice keyword or keywords that can be used
to select the menu optionX. Additional
optionX_voice settings may be used to
define multiple matching voice keywords
corresponding to the same return value. Note
that at the minimum, one of the two settings:
optionX_dtmf or optionX_voice must
be specified.
The value to be stored in the element data
value for this voice element when the caller
selects optionX. Note that only a single value
is allowed for each option.
†
where X is 2 - 10 as applicable.
Element Data
value
Name
Type
string
confidence
float
Notes
The value associated with the keyword or DTMF keypress inputted by the caller is stored in this
variable.
This is the confidence value of the matched utterance.
48
VOICE ELEMENT: 2_OPTION_MENU TO 10_OPTION_MENU
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Exit States
Name
max_nomatch
max_noinput
optionX
Notes
The maximum number of nomatch events has occurred. If the max_nomatch_count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the max_noinput_count is 0, this exit state will never occur.
The utterance or DTMF entry matched optionX.
Notes:
Each option can react on just a spoken keyword, just DTMF keypresses, or both, but at least one method must be specified or an
error will be reported.
All options in the menu must have a consistent input mode. For example, a menu cannot be configured so that option 1 is chosen
through both voice and DTMF but option 2 is chosen only through voice.
There are no menus with more than 10 options. In cases where more are needed, a Form voice element is recommended.
Audio Groups
Menu Option Capture
Name (Label)
initial_audio_group
(Initial)
nomatch_audio_group
(NoMatch)
noinput_audio_group
(NoInput)
help_audio_group
(Help)
Req’d
Yes
Max 1
Yes
No
No
No
No
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs. The nomatch event count corresponds to the audio group
count. If not specified, the initial audio group will be played in the event of a nomatch.
Played when a noinput event occurs. The noinput event count corresponds to the audio group
count. If not specified, the initial audio group will be played in the event of a noinput.
Played when a help event is triggered. The help event count corresponds to the audio group
count. By default, the help event can be triggered by the voice input “help”. Additionally, other
voice and DTMF inputs can be used to trigger the help event by configuring a hotlink to throw a
help event. If the audio group is not specified, a help event will trigger the nomatch audio group
to play (or the initial audio group if nomatch audio group is not specified).
49
VOICE ELEMENT: 2_OPTION_MENU TO 10_OPTION_MENU
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
End
Name (Label)
done_audio_group (Done)
Req’d
No
Max 1
Yes
Notes
Played when the voice element completes any of the option exit states.
VoiceXML Studio Element Folder: Menu
Class Name: com.audium.server.voiceElement.menu.MFoundationXOptionMenu
(where X is from 2 to 10).
50
VOICE ELEMENT: NUMBER
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Number
The Number voice element captures a number input from the caller. The number can be spoken or entered using the keypad. The
resulting value will be stored in element data as a decimal value. The number can be negative or positive and can contain a decimal
point. Using DTMF entry, however, the number is restricted to being positive and the decimal point is entered by pressing the * key.
Using speech input, the number may be spoken naturally.
Settings
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
String
enum
string
false
both
Yes
true
true
5s
int • 0
Yes
true
true
3
max_nomatch_count
(Number Max NoMatch Count)
int • 0
Yes
true
true
3
number_confidence_level
(Number Confidence Level)
decimal
(0.0 – 1.0)
Yes
true
true
0.40
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput
event is thrown.
The maximum number of noinput events
allowed during number input capture. 0 =
infinite noinputs allowed.
The maximum number of nomatch events
allowed during number input capture. 0 =
infinite nomatches allowed.
The confidence level threshold to use during
number capture.
max_noinput_count
(Number Max NoInput Count)
Element Data
Name
value
value_confidence
Type
string
float
Notes
The number captured and stored as a whole or decimal number with an optional minus sign.
This is the confidence value of the captured utterance.
Exit States
Name
max_nomatch
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
51
VOICE ELEMENT: NUMBER
max_noinput
done
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The number capture was completed.
Notes:
If the number to be captured is a positive whole number and the input is via DTMF, the number can be entered using this voice
element or the Digits voice element.
Audio Groups
Number Capture
Name (Label)
number_initial_audio_group
(Number Initial)
number_nomatch_audio_group
(Number NoMatch)
Req’d
Yes
Max 1
Yes
No
No
number_noinput_audio_group
(Number NoInput)
No
No
number_help_audio_group
(Number Help)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs. The nomatch event count corresponds to the
audio group count. If not specified, the initial audio group will be played in the event of
a nomatch.
Played when a noinput event occurs. The noinput event count corresponds to the audio
group count. If not specified, the initial audio group will be played in the event of a
noinput.
Played when a help event is triggered. The help event count corresponds to the audio
group count. By default, the help event can be triggered by the voice input “help”.
Additionally, other voice and DTMF inputs can be used to trigger the help event by
configuring a hotlink to throw a help event. If the audio group is not specified, a help
event will trigger the nomatch audio group to play (or the initial audio group if
nomatch audio group is not specified).
52
VOICE ELEMENT: NUMBER
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
End
Name (Label)
done_audio_group
(Done)
Req’d
No
Max 1
Yes
Notes
Played when the number capture is completed and the voice element exits with the
done exit state.
VoiceXML Studio Element Folder: Number Capture
Class Name: com.audium.server.voiceElement.number.MBasicNumber
53
VOICE ELEMENT: NUMBER_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Number_With_Confirm
The Number_With_Confirm voice element captures a standard number, and presents a confirmation menu allowing the caller to either
accept their entry or re-enter the number. The number can be spoken or entered using the keypad. The resulting value will be stored in
element data as a decimal value. The number can be negative or positive and can contain a decimal point. Using DTMF entry,
however, the number is restricted to being positive and the decimal point is entered by pressing the * key. Using speech input, the
number may be spoken naturally.
Settings
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
string
enum
string
false
both
Yes
true
true
5s
int • 0
Yes
true
true
3
number_max_nomatch_count
(Number Max NoMatch Count)
int • 0
Yes
true
true
3
confirm_max_noinput_count
(Confirm Max NoInput Count)
int • 0
Yes
true
true
3
confirm_max_nomatch_count
(Confirm Max NoMatch Count)
int • 0
Yes
true
true
3
max_disconfirmed_count
(Max Disconfirmed Count)
int • 0
Yes
true
true
3
decimal
(0.0 – 1.0)
decimal
(0.0 – 1.0)
Yes
true
true
0.40
Yes
true
true
0.50
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput
event is thrown.
The maximum number of noinput events
allowed during number input capture. 0 =
infinite noinputs allowed.
The maximum number of nomatch events
allowed during number input capture. 0 =
infinite nomatches allowed.
The maximum number of noinput events
allowed during number input confirmation. 0 =
infinite noinputs allowed.
The maximum number of nomatch events
allowed during number input confirmation. 0 =
infinite nomatches allowed.
The maximum number of times a caller is
allowed to disconfirm a captured input. 0 =
infinite disconfirmations allowed.
The confidence level threshold to use during
number capture.
The confidence level threshold to use during
confirmation.
number_max_noinput_count
(Number Max NoInput Count)
number_confidence_level
(Number Confidence Level)
confirm_confidence_level
(Confirm Confidence Level)
54
VOICE ELEMENT: NUMBER_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Element Data
Name
value
value_confidence
confirm_confidence
Type
string
float
float
Notes
The number captured and stored as a whole or decimal number with an optional minus sign.
This is the confidence value of the captured number utterance.
This is the confidence value of the captured confirm utterance.
Exit States
Name
max_nomatch
max_noinput
max_disconfirmed
done
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The maximum number of disconfirmation has occurred. If the max disconfirmed count is set to 0, this exit state will never occur.
The number captured was confirmed.
Notes:
If the number to be captured is a positive whole number and the input is via DTMF, the number can be entered using this voice
element or the Digits_With_Confirm voice element.
Audio Groups
Number Capture
Name (Label)
number_initial_audio_group
(Number Initial)
number_nomatch_audio_group
(Number NoMatch)
Req’d
Yes
Max 1
Yes
No
No
number_noinput_audio_group
(Number NoInput)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs during number input capture. The nomatch event
count corresponds to the audio group count. If not specified, the initial audio group will
be played in the event of a nomatch.
Played when a noinput event occurs during number input capture. The noinput event
count corresponds to the audio group count. If not specified, the initial audio group will
be played in the event of a noinput.
55
VOICE ELEMENT: NUMBER_WITH_CONFIRM
Name (Label)
number_help_audio_group
(Number Help)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Req’d
No
Max 1
No
Name (Label)
confirm_initial_audio_group
(Confirm Initial)
confirm_nomatch_audio_group
(Confirm NoMatch)
Req’d
Yes
Max 1
Yes
No
No
confirm_noinput_audio_group
(Confirm NoInput)
No
No
confirm_help_audio_group
(Confirm Help)
No
No
disconfirmed_audio_group
(Disconfirmed)
No
No
Req’d
No
Max 1
Yes
Notes
Played when a help event is triggered during number input capture. The help event
count corresponds to the audio group count. By default, the help event can be triggered
by the voice input “help”. Additionally, other voice and DTMF inputs can be used to
trigger the help event by configuring a hotlink to throw a help event. If the audio group
is not specified, a help event will trigger the nomatch audio group to play (or the initial
audio group if nomatch audio group is not specified).
Number Confirm
Notes
Played when confirmation first begins.
Played when a nomatch event occurs during confirmation. The nomatch event count
corresponds to the audio group count. If not specified, the confirm initial audio group
will be played in the event of a nomatch.
Played when a noinput event occurs during confirmation. The noinput event count
corresponds to the audio group count. If not specified, the confirm initial audio group
will be played in the event of a noinput.
Played when a help event is triggered during confirmation. The help event count
corresponds to the audio group count. By default, the help event can be triggered by
the voice input “help”. Additionally, other voice and DTMF inputs can be used to
trigger the help event by configuring a hotlink to throw a help event. If the audio group
is not specified, a help event will trigger the confirm nomatch audio group to play (or
the confirm initial audio group if confirm nomatch audio group is not specified).
Played after the caller disconfirms a captured number entry.
End
Name (Label)
yes_audio_group
(Yes)
Notes
Played after the caller chooses the "yes" option. If not specified, no audio will be
played when this option is chosen.
VoiceXML Studio Element Folder: Number Capture
Class Name: com.audium.server.voiceElement.number.MBasicNumberWithConfirm
56
VOICE ELEMENT: PHONE
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Phone
The Phone voice element captures a phone number input from the caller. The phone number can be spoken or entered using the
keypad. The captured value will be stored in element data as a string. The string may contain a number of digits and an optional
character “x” to indicate a phone number with an extension. Using speech input, the entire phone number (including the extension)
may be spoken in natural language. Using DTMF entry, the caller can enter an extension by pressing the * keypress followed by the
extension.
Settings
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
string
enum
string
false
both
Yes
true
true
5s
int • 0
Yes
true
true
3
collect_max_nomatch_count
(Phone Max NoMatch Count)
int • 0
Yes
true
false
3
collect_confidence_level
(Phone Confidence Level)
decimal
(0.0 – 1.0)
Yes
true
true
0.40
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput event
is thrown.
The maximum number of noinput events allowed
during phone input capture. 0 = infinite noinputs
allowed.
The maximum number of nomatch events
allowed during phone input capture. 0 = infinite
nomatches allowed.
The confidence level threshold to use during
phone capture.
collect_max_noinput_count
(Phone Max NoInput Count)
Element Data
Name
value
value_confidence
Type
string
float
Notes
The phone number captured.
This is the confidence value of the captured phone utterance.
57
VOICE ELEMENT: PHONE
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Exit States
Name
max_nomatch
max_noinput
done
Notes
The maximum number of nomatch events has occurred. If the max nomatch count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the max noinput count is 0, this exit state will never occur.
The phone number capture was completed.
Audio Groups
Phone Capture
Name (Label)
collect_initial_audio_group
(Phone Initial)
collect_noinput_audio_group
(Phone NoInput)
Req’d
Yes
Max 1
Yes
No
No
collect_nomatch_audio_group
(Phone NoMatch)
No
No
collect_help_audio_group
(Phone Help)
No
No
Req’d
No
Max 1
Yes
Notes
Played when the voice element first begins.
Played when a nomatch event occurs. The nomatch event count
corresponds to the audio group count. If not specified, the initial audio
group will be played in the event of a nomatch.
Played when a noinput event occurs. The noinput event count corresponds
to the audio group count. If not specified, the initial audio group will be
played in the event of a noinput.
Played when a help event is triggered. The help event count corresponds
to the audio group count. By default, the help event can be triggered by
the voice input “help”. Additionally, other voice and DTMF inputs can
be used to trigger the help event by configuring a hotlink to throw a help
event. If the audio group is not specified, a help event will trigger the
nomatch audio group to play (or the initial audio group if nomatch audio
group is not specified).
End
Name (Label)
done_audio_group
(Done)
Notes
Played after phone capture is completed.
VoiceXML Studio Element Folder: Number Capture
Class Name: com.audium.server.voiceElement.phone.MBasicPhone
58
VOICE ELEMENT: PHONE_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Phone_With_Confirm
The Phone_With_Confirm voice element captures a phone number input from the caller, and presents a confirmation menu allowing
the caller to either accept their entry or re-enter the phone number. The phone numbercan be spoken or entered using the keypad. The
captured value will be stored in element data as a string. The string may contain a number of digits and an optional character “x” to
indicate a phone number with an extension. Using speech input, the entire phone number (including the extension) may be spoken in
natural language. Using DTMF entry, the caller can enter an extension by pressing the * keypress followed by the extension.
Settings
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
string
enum
string
false
both
Yes
true
true
5s
int • 0
Yes
true
true
3
collect_max_nomatch_count
(Phone Max NoMatch Count)
int • 0
Yes
true
false
3
confirm_max_noinput_count
(Confirm Max NoInput Count)
int • 0
Yes
true
true
3
confirm_max_nomatch_count
(Confirm Max NoMatch Count)
int • 0
Yes
true
false
3
max_disconfirmed_count
(Max Disconfirmed Count)
int • 0
Yes
true
false
3
decimal
(0.0 – 1.0)
decimal
(0.0 – 1.0)
Yes
true
true
0.40
Yes
true
true
0.50
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput event
is thrown.
The maximum number of noinput events allowed
during phone input capture. 0 = infinite noinputs
allowed.
The maximum number of nomatch events
allowed during phone input capture. 0 = infinite
nomatches allowed.
The maximum number of noinput events allowed
during phone input confirmation. 0 = infinite
noinputs allowed.
The maximum number of nomatch events
allowed during phone input confirmation. 0 =
infinite nomatches allowed.
The maximum number of times a caller is
allowed to disconfirm a captured input. 0 =
infinite disconfirmations allowed.
The confidence level threshold to use during
phone capture.
The confidence level threshold to use during
confirmation.
collect_max_noinput_count
(Phone Max NoInput Count)
collect_confidence_level
(Phone Confidence Level)
confirm_confidence_level
(Confirm Confidence Level)
59
VOICE ELEMENT: PHONE_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Element Data
Name
value
value_confidence
confirm_confidence
Type
string
float
float
Notes
The phone number captured.
This is the confidence value of the captured phone number utterance.
This is the confidence value of the captured confirm utterance.
Exit States
Name
max_nomatch
max_noinput
max_disconfirmed
done
Notes
The maximum number of nomatch events occurred. If the max nomatch count is 0, this exit state will never occur.
The maximum number of noinput events occurred. If the max noinput count is 0, this exit state will never occur.
The maximum number of disconfirmation occurred. If the max disconfirmed count is set to 0, this exit state will never occur.
The phone number captured was confirmed.
Audio Groups
Phone Capture
Name (Label)
collect_initial_audio_group
(Phone Initial)
collect_nomatch_audio_group
(Phone NoMatch)
Req’d
Yes
Max 1
Yes
No
No
collect_noinput_audio_group
(Phone NoInput)
No
No
collect_help_audio_group
(Phone Help)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs during phone input capture. The
nomatch event count corresponds to the audio group count. If not
specified, the initial audio group will be played in the event of a nomatch.
Played when a noinput event occurs during phone input capture. The
noinput event count corresponds to the audio group count. If not
specified, the initial audio group will be played in the event of a noinput.
Played when a help event is triggered during phone input capture. The
help event count corresponds to the audio group count. By default, the
help event can be triggered by the voice input “help”. Additionally, other
voice and DTMF inputs can be used to trigger the help event by
configuring a hotlink to throw a help event. If the audio group is not
specified, a help event will trigger the nomatch audio group to play (or
the initial audio group if nomatch audio group is not specified).
60
VOICE ELEMENT: PHONE_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Phone Confirm
Name (Label)
confirm_initial_audio_group
(Confirm Initial)
confirm_nomatch_audio_group
(Confirm NoMatch)
Req’d
Yes
Max 1
Yes
No
No
confirm_noinput_audio_group
(Confirm NoInput)
No
No
confirm_help_audio_group
(Confirm Help)
No
No
disconfirmed_audio_group
(Disconfirmed)
No
No
Notes
Played when confirmation first begins.
Played when a nomatch event occurs during confirmation. The nomatch
event count corresponds to the audio group count. If not specified, the
confirm initial audio group will be played in the event of a nomatch.
Played when a noinput event occurs during confirmation. The noinput event
count corresponds to the audio group count. If not specified, the confirm
initial audio group will be played in the event of a noinput.
Played when a help event is triggered during confirmation. The help event
count corresponds to the audio group count. By default, the help event can
be triggered by the voice input “help”. Additionally, other voice and DTMF
inputs can be used to trigger the help event by configuring a hotlink to
throw a help event. If the audio group is not specified, a help event will
trigger the confirm nomatch audio group to play (or the confirm initial
audio group if confirm nomatch audio group is not specified).
Played after the caller disconfirms a captured phone entry. Upon reaching
the max_disconfirmed_count, the prompt content should be about
exiting with the max_disconfirmed exit state.
End
Name (Label)
yes_audio_group
(Yes)
Req’d
No
Max 1
Yes
Notes
Played after the caller chooses the "yes" option. If not specified, no audio
will be played when this option is chosen.
VoiceXML Studio Element Folder: Number Capture
Class Name: com.audium.server.voiceElement.phone.MBasicPhoneWithConfirm
61
VOICE ELEMENT: RECORD
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Record
The Record voice element makes a recording of the caller's voice. A prompt is played to the caller then the voice element records the
caller’s voice until a termination key is inputted, the recording time limit has been reached, or (if the configuration specifies so) the
caller hung up. An audio cue (beep) may be activated to signal to the caller that the system is ready to record the caller’s voice.
Different voice browsers may have varying 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 location specified by the
developer. Any pre-existing file with the same name will be overwritten. The element can be configured to produce a non-repeating
filename so all recordings can be retained. The format for this filename is audioN.wav where N is the number of milliseconds since
midnight January 1, 1970 (GMT). All recordings are saved in the WAV format.
Settings
Name (Label)
Type
Req’d
noinput_timeout
(Noinput Timeout)
string
max_noinput_count
(Max NoInput Count)
start_with_beep
(Start With Beep)
terminate_on_dtmf
(Terminate On DTMF)
keep_recording_on_hangup
(Keep Recording On Hangup)
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
true
5s
int • 0
Yes
true
true
3
boolean
Yes
true
true
true
boolean
Yes
true
true
true
boolean
Yes
true
true
false
The maximum time length allowed for silence or
no keypress before a noinput event is thrown.
Possible values are standard time designations
including both a non-negative number and a time
unit, for example, 3s (for seconds) or 300ms
(for milliseconds). Default = 5s.
The maximum number of noinput events
allowed during input capture. 0 = infinite
noinputs allowed.
Whether or not to play a beep before recording
begins.
Whether or not the caller can end the recording
by pressing a touchtone key.
Whether or not the recording is stored if the
caller hung up while making the recording.
Default = false
62
VOICE ELEMENT: RECORD
Name (Label)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
max_record_time
(Max Record Time)
int • 0
true
180s
int • 0
Yes
true
true
4s
filename
(Filename)
string
No
true
true
None
file_type
(File Type)
string
enum
Yes
true
true
wav
mime_type
(Mime Type)
string
Yes
true
true
none
file_extension
(File Extension)
string
No
true
true
None
path
(Path)
string
No
true
true
None
ftp_host
(FTP Host)
string
No
true
true
None
ftp_user
(FTP User)
ftp_password
(FTP Password)
ftp_path
(FTP Path)
string
No
true
true
None
string
No
true
true
None
The maximum time that the recording is allowed
to last. Possible values are standard time
designations including both a non-negative
number and a time unit, for example, 30s (for
seconds) or 300ms (for milliseconds). Default =
180s.
The interval of silence that indicates the end of
speech. Possible values are standard time
designations including both a non-negative
number and a time unit, for example, 3s (for
seconds) or 300ms (for milliseconds). Default =
4s.
The filename of the recording (without
extension). If left blank, an auto-generated
filename will be used.
This specifies the audio type of the file that will
hold the recording. Possible values are: wav |
vox | au | other.
This specifies the MIME type of the file that will
hold the recording, if file_type is set to
other.
This specifies the file extension to use for the
recorded file. A file extension different from the
file type can be used. For example, with a mime
type of vox, the file extension could be set to
"ulaw".
The path to the file that will hold the recording.
If left blank, the file is assumed to be sent via
ftp.
The domain name of the host to ftp the
recording. If left blank, the recording is assumed
to be stored in a local file.
The user name to use while FTPing the
recording.
The password to use while FTPing the recording.
final_silence
(Final Silence)
string
No
true
true
None
The directory in which to FTP the recording.
63
VOICE ELEMENT: RECORD
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Name (Label)
ftp_in_background
(FTP In Background)
Type
Req’d
boolean
Yes
Single
setting
value
true
Substitution
allowed
Default
Notes
true
true
Whether or not the FTP is to be performed in the
background.
Notes:
Nomatch events cannot be thrown in this voice element. Since all audio is recorded (except DTMF 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 the appropriate destination. The path may be
specified in operating system specific format (for example, on Windows it might be specified as C:\directory\subdirectory\ and on
UNIX it might be /usr/local/directory/).
If terminate_on_DTMF is “false” or off, recording will stop only after the voice browser reaches the input timeout.
It is important to ensure that Unified CVP VoiceXML Server has permission to save audio files to the specified path.
Element Data
Name
filename
filepath
hungUpWhileRecording
Type
string
string
boolean
Notes
This stores the filename of the recording (without the path).
This stores the path to the file holding the recording (including the filename).
This stores a “true” if the caller hung up while making the recording, “false” if not.
Exit States
Name
max_noinput
done
Notes
The maximum number of noinput events has occurred. If the max_noinput_count is set to 0, this exit state will never occur.
The message was recorded.
64
VOICE ELEMENT: RECORD
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Audio Groups
Record Capture
Name (Label)
initial_audio_group
(Initial)
noinput_audio_group
(No Input)
Req’d
Yes
Max 1
Yes
No
No
Notes
Played when the voice element first begins.
Played when a noinput event occurs.
Studio Element Folder: Record
Class Name: com.audium.server.voiceElement.record.MRecord
65
VOICE ELEMENT: RECORD_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Record_With_Confirm
The Record_With_Confirm voice element combines the functionality of the Record voice element with that of the MenuYesNo voice
element. The voice element records the caller’s voice, then prompts the caller to confirm that the recording is acceptable. The caller
can then accept or reject the confirmation or ask to have the message replayed. If the caller accepts the recording, the voice element
saves the file just as the Record voice element does. This voice element contains all settings and audio groups from both the Record
and MenuYesNo 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
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
inputmode
(Input Mode)
string
enum
true
both
string
Yes
true
true
5s
record_max_noinput_count
(Record Max NoInput Count)
int • 0
Yes
true
true
3
confirm_max_noinput_count
(Confirm Max NoInput Count)
int • 0
Yes
true
true
3
confirm_max_nomatch_count
(Confirm Max NoMatch Count)
int • 0
Yes
true
true
3
max_disconfirmed_count
(Max Disconfirmed Count)
int • 0
Yes
true
true
3
decimal
(0.0 – 1.0)
Yes
true
true
0.50
The type of entry allowed for input during
confirmation. Possible values are: voice |
dtmf | both.
The maximum time length allowed for silence or
no keypress before a noinput event is thrown.
Possible values are standard time designations
including both a non-negative number and a time
unit, for example, 3s (for seconds) or 300ms
(for milliseconds). Default = 5s.
The maximum number of noinput events
allowed during input capture. 0 = infinite
noinputs allowed.
The maximum number of noinput events
allowed during confirmation. 0 = infinite
noinputs allowed.
The maximum number of nomatch events
allowed during confirmation. 0 = infinite
nomatches allowed.
The maximum number of times a caller is
allowed to reject a recording. 0 = infinite
disconfirmations allowed.
The confidence level threshold to use for the
confirmation.
noinput_timeout
(Noinput Timeout)
confirm_confidence_level
(Confirm Confidence Level)
66
VOICE ELEMENT: RECORD_WITH_CONFIRM
Name (Label)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
true
true
boolean
Yes
true
true
true
boolean
Yes
true
true
false
max_record_time
(Max Record Time)
int • 0
Yes
true
true
180s
final_silence
(Final Silence)
int • 0
Yes
true
true
4s
replay
(Replay)
filename
(Filename)
boolean
Yes
true
true
false
string
No
true
true
None
file_type
(File Type)
string
enum
Yes
true
true
wav
mime_type
(Mime Type)
string
Yes
true
true
none
file_extension
(File Extension)
string
No
true
true
None
path
(Path)
string
No
true
true
None
Whether or not to play a beep before recording
begins.
Whether or not the caller can end the recording
by pressing a touchtone key.
Whether or not the recording is stored if the
caller hung up while making the recording or
during the confirmation menu. Default = false.
The maximum time that the recording is allowed
to last. Possible values are standard time
designations including both a non-negative
number and a time unit, for example, 30s (for
seconds) or 300ms (for milliseconds). Default =
180s.
The interval of silence that indicates the end of
speech. Possible values are standard time
designations including both a non-negative
number and a time unit, for example, 3s (for
seconds) or 300ms (for milliseconds). Default =
4s.
Adds an option to replay the confirm initial
audio groups.
The filename of the recording (without
extension). If left blank, an auto-generated
filename will be used.
This specifies the audio type of the file that will
hold the recording. Possible values are: wav |
vox | au | other.
This specifies the MIME type of the file that will
hold the recording, if file_type is set to
other.
This specifies the file extension to use for the
recorded file. A file extension different from the
file type can be used. For example, with a mime
type of vox, the file extension could be set to
"ulaw".
The path to the file that will hold the recording.
If left blank, the file is assumed to be sent via
ftp.
start_with_beep
(Start With Beep)
terminate_on_dtmf
(Terminate On DTMF)
keep_recording_on_hangup
(Keep Recording On Hangup)
Type
Req’d
boolean
67
VOICE ELEMENT: RECORD_WITH_CONFIRM
Name (Label)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
Req’d
Substitution
allowed
Default
Notes
No
Single
setting
value
true
ftp_host
(FTP Host)
string
true
None
string
No
true
true
None
string
No
true
true
None
The domain name of the host to ftp the
recording. If left blank, the recording is assumed
to be stored in a local file.
The user name to use while FTPing the
recording.
The password to use while FTPing the recording.
ftp_user
(FTP User)
ftp_password
(FTP Password)
ftp_path
(FTP Path)
ftp_in_background
(FTP In Background)
string
No
true
true
None
The directory in which to FTP the recording.
boolean
Yes
true
true
true
Whether or not the FTP is to be performed in the
background.
Notes:
The path setting does not require a trailing slash. The voice element will determine the appropriate destination. The path may be
specified in operating system specific format (for example, on Windows it might be specified as C:\directory\subdirectory\ and on
UNIX it might be /usr/local/directory/).
If terminate_on_DTMF is “false” or off, recording will stop only after the voice browser reaches the input timeout.
It is important to ensure that Unified VoiceXML Server has permission to save audio files to the specified path.
68
VOICE ELEMENT: RECORD_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Element Data
Name
filename
filepath
confirm_confidence
hungUpWhileRecording
Type
string
string
float
boolean
Notes
This stores the filename of the recording (without the path).
This stores the path to the file holding the recording (including the filename).
This is the confidence value of the utterance for the confirmation menu.
This stores a “true” if the caller hung up while making the recording or the confirmation menu, “false” if
not.
Exit States
Name
max_nomatch
max_noinput
max_disconfirmed
done
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The maximum number of disconfirms has occurred. If the maximum disconfirm count is 0, this exit state will never occur.
The recorded message was confirmed.
Audio Groups
Record Capture
Name (Label)
record_initial_audio_group
(Record Initial)
record_noinput_audio_group
(Record NoInput)
Req’d
Yes
Max 1
Yes
Notes
Played when the voice element first begins.
No
No
Req’d
No
Max 1
Yes
No
Yes
No
No
Notes
Played before the recording is played back. The recording will be played back after this
audio group is done playing.
Played after the recording is played back. At least one of the two confirm prompts must
be specified.
Played when a nomatch event occurs during confirmation.
No
No
Played when a noinput event occurs during confirmation.
Played when a noinput event occurs during recording.
Record Confirm
Name (Label)
before_confirm_audio_group
(Before Confirm)
after_confirm_audio_group
(After Confirm)
confirm_nomatch_audio_group
(Confirm NoMatch)
confirm_noinput_audio_group
69
VOICE ELEMENT: RECORD_WITH_CONFIRM
Name (Label)
(Confirm NoInput)
confirm_help_audio_group
(Confirm Help)
max_disconfirmed_audio_group
(Max Disconfirmed)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Req’d
Max 1
No
No
No
Yes
Notes
Played when the caller asks for help during the confirmation menu. If not specified,
help is treated as a nomatch by default.
Played after the caller disconfirms the recorded entry, upon reaching the
max_disconfirmed_count. The prompt should be about exiting with the
max_disconfirmed exit state.
Studio Element Folder: Record
Class Name: com.audium.server.voiceElement.record.MRecordWithConfirm
70
VOICE ELEMENT: REQICMLABEL
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
ReqICMLabel
The ReqICMLabel element allows a VoiceXML Studio script to pass caller input, Call Peripheral Variables, and External Call
Context (ECC) variables to an ICM script. The ReqICMLabel must be inserted into a VoiceXML Studio script as a decision element.
In VoiceXML Studio, the returned ICM label contains a result, which can be used 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 selecting the Element Data tab for the
ReqICMLabel element. The element data value is {Data.Element.ReqICMLabelElement.result}. ReqICMLabelElement is the name
of the ReqICMLabel element in the Studio script. The default name for this element is ReqICMLabel_<n>. For example, if you
changed ReqICMLabel to GetICMLabel, the value returned from ICM would be {Data.Element.GetICMLabel.result}, where result is
the variable of the ReqICMLabel element that contains the ICM label.
For more information on using the ReqICMLabel, refer to the Configuration and Administration Guide for Cisco Unified Customer
Voice Portal.
Settings
Name (Label)
Type
Req’d
Call Peripheral Variables 1 –
10
(callvar1 – callvar10)
String
No
Single
setting
value
true
Substitution
allowed
Default
Notes
true
None
Call Peripheral Variables passed by the
Studio script to the ICM Server. Each of
these settings can be a maximum length of
210 characters. The ICM Server returns a
name-value pair for up to 10 Call Peripheral
Variables in a result. Any value that is placed
in callvar<n> from a VoiceXML Studio
script is returned unchanged, if the ICM
Script does not change it.
71
VOICE ELEMENT: REQICMLABEL
Name (Label)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
Req’d
Substitution
allowed
Default
Notes
No
Single
setting
value
true
Call Peripheral Variables
Return 1 – 10
(callvarReturn1 –
callvarReturn10)
String
true
None
String
Array
No
true
true
None
ToExtVXML0 - 4
(External VXML 0 – External
VXML 4)
String
Array
No
true
true
None
Timeout
Integer
Yes
true
true
3000
(ms)
caller_input
(Caller Input)
String
No
true
true
None
Call Peripheral Variables created upon the
return of the ICM Label request, regardless of
whether or not these variables are filled by
the ICM Script. The reason we need two sets
of these variables is to keep reporting the To
ICM Call Peripheral Variables separate from
what is returned from the ICM.
External Call Context (ECC) variables passed
by the Studio script to the ICM Server. Each
variable is a string of name-value pairs,
separated by semicolons, for up to 4 external
VXML variables. Each of these settings can
be a maximum length of 210 characters.
External Call Context (ECC) variables
received from the ICM script. The ICM
Server returns a string of name-value pairs,
separated by semicolons, for up to 5 external
VXML variables.
The number of milliseconds the transfer
request waits for a response from the ICM
Server before timing out. Note: This value
can only be increased or decreased by
increments of 500 ms.
This setting can be a maximum length of 210
characters. The value of this setting will be
sent from VXML Server to ICM at runtime.
Should a response from ICM be needed, the
Call Peripheral Variables or ToExtVXML
settings should be used.
FromExtVXML0 - 3
(External VXML 0 – External
VXML 3)
Element Data
Name
result
callvar<n>
Type
String
String
Notes
ICM Label returned from an ICM server.
Call Peripheral Variables that the Studio scripts passes to the ICM Server. Valid Call Peripheral
Variables are callvar1 – callvar10.
72
VOICE ELEMENT: REQICMLABEL
Name
callvarReturn<n>
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
String
Notes
Call Peripheral Variables that the ICM script returns to the VoiceXML Server. Valid Call
Peripheral Variables are callvarReturn1 – callvarReturn10.
For example, if an ICM script contains call peripheral variable 3 with the string value
“CompanyName=Cisco Systems, Inc”, you can access the value of CompanyName that is
returned by the ICM script by using:
Data.Element.ReqICMLabelElement.callvarReturn3.
The returned value is “Cisco Systems, Inc.”
Session Data
Name
name
Type
String
Notes
Value for a name-value pair contained in a ToExtVXML variable returned in the ICM label.
You must know which name-value pairs are set in the ICM script to retrieve the correct value
from the VoiceXML Studio script.
For example, if an ICM script contains a user.microapp.ToExtVXML0 variable with the string
value “CustomerName=Mantle”, specify Data.Session.CustomerName. If the same ICM script
contains a user.microapp.ToExtVXML0 variable with the string value
“BusinessType=Manufacturing”, you can access the customer business type returned by the
ICM script by using Data.Session.BusinessType.
Exit States
Name
done
error
Notes
The element execution is complete and the value was successfully retrieved.
The element failed to retrieve the value.
VoiceXML Studio Element Folder: Cisco
Class Name: com.cisco.cvp.vxml.custelem.ReqICMLabel
73
VOICE ELEMENT: TIME
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Time
The Time voice element captures a time input from the caller. The time input can be entered using spoken inputs (including hours and
minutes) or DTMF inputs (in the HHMM format). The captured value will be stored in element data as a five character string in the
format HHMMX, where X is one of four possible values: “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
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
string
enum
string
false
both
Yes
true
true
5s
int • 0
Yes
true
true
3
collect_max_nomatch_count
(Time Max NoMatch Count)
int • 0
Yes
true
false
3
collect_confidence_level
(Time Confidence Level)
decimal
(0.0 – 1.0)
Yes
true
true
0.40
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput event
is thrown.
The maximum number of noinput events allowed
during time input capture. 0 = infinite noinputs
allowed.
The maximum number of nomatch events
allowed during time input capture. 0 = infinite
nomatches allowed.
The confidence level threshold to use during time
capture.
collect_max_noinput_count
(Time Max NoInput Count)
Element Data
Name
value
value_confidence
Type
string
float
Notes
The time stored in the HHMMX format, where X is one of a, p, h, or ?.
This is the confidence value of the captured time utterance.
74
VOICE ELEMENT: TIME
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Exit States
Name
max_nomatch
max_noinput
done
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The time capture was completed.
Audio Groups
Time Capture
Name (Label)
collect_initial_audio_group
(Time Initial)
collect_noinput_audio_group
(Time NoInput)
Req’d
Yes
Max 1
Yes
No
No
collect_nomatch_audio_group
(Time NoMatch)
No
No
collect_help_audio_group
(Time Help)
No
No
Req’d
No
Max 1
Yes
Notes
Played when the voice element first begins.
Played when a nomatch event occurs. The nomatch event count
corresponds to the audio group count. If not specified, the initial
audio group will be played in the event of a nomatch.
Played when a noinput event occurs. The noinput event count
corresponds to the audio group count. If not specified, the initial
audio group will be played in the event of a noinput.
Played when a help event is triggered. The help event count
corresponds to the audio group count. By default, the help event
can be triggered by the voice input “help”. Additionally, other
voice and DTMF inputs can be used to trigger the help event by
configuring a hotlink to throw a help event. If the audio group is
not specified, a help event will trigger the nomatch audio group to
play (or the initial audio group if nomatch audio group is not
specified).
End
Name (Label)
done_audio_group
(Done)
Notes
Played after the time capture is completed. If not specified, no
audio will be played.
VoiceXML Studio Element Folder: Date & Time
Class Name: com.audium.server.voiceElement.time.MBasicTime
75
VOICE ELEMENT: TIME_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Time_With_Confirm
The Time_With_Confirm voice element captures a time input from the caller, and presents a confirmation menu allowing the caller to
either accept their entry or re-enter the time. The time input can be entered using spoken inputs (including hours and minutes) or
DTMF inputs (in the HHMM format). The captured value will be stored in element data as a five character string in the format
HHMMX, where X is one of four possible values: “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
Name (Label)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
inputmode
(Input Mode)
noinput_timeout
(Noinput Timeout)
string
enum
string
false
both
Yes
true
true
5s
int • 0
Yes
true
true
3
collect_max_nomatch_count
(Time Max NoMatch Count)
int • 0
Yes
true
false
3
confirm_max_noinput_count
(Confirm Max NoInput Count)
int • 0
Yes
true
true
3
confirm_max_nomatch_count
(Confirm Max NoMatch Count)
int • 0
Yes
true
false
3
max_disconfirmed_count
(Max Disconfirmed Count)
int • 0
Yes
true
false
3
decimal
(0.0 – 1.0)
decimal
(0.0 – 1.0)
Yes
true
true
0.40
Yes
true
true
0.50
The type of entry allowed for input. Possible
values are: voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput event
is thrown.
The maximum number of noinput events allowed
during time input capture. 0 = infinite noinputs
allowed.
The maximum number of nomatch events
allowed during time input capture. 0 = infinite
nomatches allowed.
The maximum number of noinput events allowed
during time input confirmation. 0 = infinite
noinputs allowed.
The maximum number of nomatch events
allowed during time input confirmation. 0 =
infinite nomatches allowed.
The maximum number of times a caller is
allowed to disconfirm a captured input. 0 =
infinite disconfirmations allowed.
The confidence level threshold to use during time
capture.
The confidence level threshold to use during
confirmation.
collect_max_noinput_count
(Time Max NoInput Count)
collect_confidence_level
(Time Confidence Level)
confirm_confidence_level
(Confirm Confidence Level)
76
VOICE ELEMENT: TIME_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Element Data
Name
value
value_confidence
confirm_confidence
Type
string
float
float
Notes
The time stored in the HHMMX format, where X is one of a, p, h, or ?.
This is the confidence value of the captured time utterance.
This is the confidence value of the captured confirm utterance.
Exit States
Name
max_nomatch
max_noinput
max_disconfirmed
done
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The maximum number of disconfirmation has occurred. If the max_disconfirmed_count is set to 0, this exit state will never
occur.
The time captured is confirmed.
Audio Groups
Time Capture
Name (Label)
collect_initial_audio_group
(Time Initial)
collect_noinput_audio_group
(Time NoInput)
Req’d
Yes
Max 1
Yes
No
No
collect_nomatch_audio_group
(Time NoMatch)
No
No
collect_help_audio_group
(Time Help)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs during time input capture.
The nomatch event count corresponds to the audio group count. If
not specified, the initial audio group will be played in the event of
a nomatch.
Played when a noinput event occurs during time input capture.
The noinput event count corresponds to the audio group count. If
not specified, the initial audio group will be played in the event of
a noinput.
Played when a help event is triggered during time input capture.
The help event count corresponds to the audio group count. By
default, the help event can be triggered by the voice input “help”.
Additionally, other voice and DTMF inputs can be used to trigger
the help event by configuring a hotlink to throw a help event. If
the audio group is not specified, a help event will trigger the
nomatch audio group to play (or the initial audio group if nomatch
audio group is not specified).
77
VOICE ELEMENT: TIME_WITH_CONFIRM
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Time Confirm
Name (Label)
confirm_initial_audio_group
(Confirm Initial)
confirm_nomatch_audio_group
(Confirm NoMatch)
Req’d
Yes
Max 1
Yes
No
No
confirm_noinput_audio_group
(Confirm NoInput)
No
No
confirm_help_audio_group
(Confirm Help)
No
No
disconfirmed_audio_group
(Disconfirmed)
No
No
Req’d
No
Max 1
Yes
Notes
Played when confirmation of the captured time first begins.
Played when a nomatch event occurs during confirmation. The
nomatch event count corresponds to the audio group count. If not
specified, the confirm initial audio group will be played in the
event of a nomatch.
Played when a noinput event occurs during confirmation. The
noinput event count corresponds to the audio group count. If not
specified, the confirm initial audio group will be played in the
event of a noinput.
Played when a help event is triggered during confirmation. The
help event count corresponds to the audio group count. By
default, the help event can be triggered by the voice input “help”.
Additionally, other voice and DTMF inputs can be used to trigger
the help event by configuring a hotlink to throw a help event. If
the audio group is not specified, a help event will trigger the
confirm nomatch audio group to play (or the confirm initial audio
group if confirm nomatch audio group is not specified).
Played after the caller disconfirms a time entry captured.
End
Name (Label)
yes_audio_group
(Yes)
Notes
Played after the caller chooses the "yes" option. If not specified,
no audio will be played when this option is chosen.
VoiceXML Studio Element Folder: Date & Time
Class Name: com.audium.server.voiceElement.time.MBasicTimeWithConfirm
78
VOICE ELEMENT: TRANSFER
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Transfer
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 blind transfer. For a bridge transfer, the voice browser makes
an outbound call while maintaining the original call and acts as a bridge between the two calls. The advantage of this is that once the
secondary call ends, the original call can still continue with the IVR. The disadvantage is that two separate phone lines are used. For a
blind transfer, the voice browser makes an outbound call to the callee and leaves the connection regardless of the outcome. At this
point, the voice browser (and as a result Unified CVP VoiceXML Server) 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 person being called hung up, there
was no answer, there was a busy signal, or some other phone-related error occurred. Since blind transfers take the call away from the
voice browser and Unified CVP VoiceXML Server, a Transfer element performing a blind transfer would never return an exit state.
Instead, a special event would be thrown by the voice browser, caught in the root document for the call, and Unified CVP VoiceXML
Server would terminate the session by interrupting the Transfer element.
The number to transfer to can be any phone number allowed by the voice browser telephony provider. Check the browser
documentation for specific requirements and restrictions for call transfer.
Settings
Name (Label)
Type
Req’d
transfer_destination
(Transfer Destination)
destination_type
(Destination Type)
connect_timeout
(Connect Timeout)
string
max_transfer_time
(Max Transfer Time)
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
true
None
string
Yes
true
True
tel
int > 0
Yes
true
true
60
int > 0
No
true
true
Browser
default
The phone number to transfer to. It may contain nonnumerical characters to allow support for phone extensions.
The type of transfer destination to which the voice element is
to connect. Possible values are: tel | sip.
The number of seconds the voice element is allowed to wait
for an answer, after which it will exit with the "noanswer" exit
state. Note that this setting only applies to the bridge mode.
The maximum duration (in seconds) the transfer is allowed to
last. By default, it is an infinite amount of time, so the setting
should be configured only if a limit is required. Note that
max_transfer_time only applies to the bridge mode.
79
VOICE ELEMENT: TRANSFER
Name (Label)
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Type
Req’d
Substitution
allowed
Default
Notes
Yes
Single
setting
value
true
bridge
(Bridge)
binary
true
true
string
No
true
true
None
string
No
true
true
None
This setting determines what to do after the call is connected.
Possible values: true | false. When set to true, the caller
resumes the interpreter session after the call with the third
party completes (a bridge transfer). When set to false, a
telephone.disconnect.transfer event is thrown and the
interpreter session is terminated, as soon as the call with the
third party connects (a blind transfer).
The URI location of the audio file to be played while
connecting the call.
A string containing Application-to-Application Information
data to be sent to an application on the far-end.
transfer_audio
(Transfer Audio)
aai
(Application-toapplication
Information)
Element Data
Name
result
Type
string
Notes
The value returned by the transfer field. This is dependent on the voice browser.
Exit States
Name
busy
noanswer
phone_error
done
Notes
The number was busy.
There was no answer.
There was some sort of phone-related error.
The call transfer completed successfully.
Notes:
Hosting voice browsers may disable call transfers for developer accounts. You should verify with your provider that transfer is
enabled for your application.
Some voice browsers use a code to indicate which call transfers will be allowed. This code appears before the phone number.
80
VOICE ELEMENT: TRANSFER
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Some voice browsers support the inclusion of an extension in the phone number so that the system can transfer to a particular
extension. It is up to the developer to pass this voice element a string containing the appropriate format. Check the platform
specific documentation for support of extension dialing in transfer.
Audio Groups
Transfer Audio
Name (Label)
initial_audio_group
(Initial)
busy_audio_group
(Busy)
noanswer_audio_group
(No Answer)
phone_error_audio_group
(Phone Error)
Req’d
No
Max 1
Yes
No
Yes
No
Yes
No
Yes
Req’d
No
Max 1
Yes
Notes
Played to introduce the transfer. If there is none, the transfer occurs immediately.
Played when there is a busy signal, right before the voice element exits with the "busy"
exit state.
Played when there is no answer, right before the voice element exits with the
"noanswer" exit state.
Played when there is some kind of phone-related error, right before the voice element
exits with the "phone_error" exit state.
End
Name (Label)
done_audio_group
(Done)
Notes
Played when the call transfer completes with the party called hanging up and the caller
staying on the line.
VoiceXML Studio Element Folder: Call Control
Class Name: com.audium.server.voiceElement.transfer.MTransfer
81
VOICE ELEMENT: YES_NO_MENU
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Yes_No_Menu
The Yes_No_Menu voice element presents a yes/no menu. It can be configured to accept DTMF entry (1 for yes and 2 for no) or
spoken input ("yes" or "no" and other synonymous utterances, however this is dependent on the voice browser). There is an optional
feature that allows the word "replay" to be spoken (or DTMF button 3) that replays the initial_audio_group. The voice element
uses the browser specific VoiceXML builtin grammar for the boolean field type. A separate exit state exists for the yes and no choices
(there is no exit state for replay since dialog execution is still contained within the confines of the voice element).
Settings
Name (Label)
Type
Req’d
string enum
noinput_timeout
(Noinput Timeout)
max_noinput_count
(Max NoInput Count)
max_nomatch_count
(Max NoMatch Count)
confidence_level
(Confidence Level)
replay
(Replay)
inputmode
(Input Mode)
Sugstitution
allowed
Default
Notes
Yes
Single
setting
value
true
false
both
string
Yes
true
true
5s
int • 0
Yes
true
true
3
The type of entry allowed for input (using
speech recognition, DTMF entry, or both).
Possible values are: voice | dtmf | both.
The maximum time length allowed (in seconds)
for silence or no keypress before a noinput event
is thrown.
0 = infinite noinputs allowed.
int • 0
Yes
true
true
3
0 = infinite nomatches allowed.
decimal
(0.0 – 1.0)
boolean
Yes
true
true
0.50
The confidence level threshold to use.
Yes
true
true
false
True adds a "replay" option which replays the
initial prompt.
Element Data
Name
value
confidence
Type
string
float
Notes
This is the value chosen by the caller. Can be: “yes” or “no”.
This is the confidence value of the utterance.
82
VOICE ELEMENT: YES_NO_MENU
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
Exit States
Name
max_nomatch
max_noinput
yes
no
Notes
The maximum number of nomatch events has occurred. If the nomatch max count is 0, this exit state will never occur.
The maximum number of noinput events has occurred. If the noinput max count is 0, this exit state will never occur.
The utterance was recognized as “yes”.
The utterance was recognized as “no”.
Notes:
The replay option, when activated, resets all the event counts (noinput and nomatch).
Audio Groups
Yes / No Capture
Name (Label)
initial_audio_group
(Initial)
nomatch_audio_group
(NoMatch)
Req’d
Yes
Max 1
Yes
No
No
noinput_audio_group
(NoInput)
No
No
help_audio_group
(Help)
No
No
Notes
Played when the voice element first begins.
Played when a nomatch event occurs. The nomatch event count corresponds to the
audio group count. If not specified, the initial audio group will be played in the event of
a nomatch.
Played when a noinput event occurs. The noinput event count corresponds to the audio
group count. If not specified, the initial audio group will be played in the event of a
noinput.
Played when a help event is triggered. The help event count corresponds to the audio
group count. By default, the help event can be triggered by the voice input “help”.
Additionally, other voice and DTMF inputs can be used to trigger the help event by
configuring a hotlink to throw a help event. If the audio group is not specified, a help
event will trigger the nomatch audio group to play (or the initial audio group if nomatch
audio group is not specified).
83
VOICE ELEMENT: YES_NO_MENU
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
End
Name (Label)
yes_audio_group
(Yes)
Req’d
No
Max 1
Yes
Notes
Played when the caller chose the "yes" option. If not present, no audio will play when
this option is chosen.
VoiceXML Studio Element Folder: Menu
Class Name: com.audium.server.voiceElement.menu.MYesNoMenu
84
INDEX
ELEMENT SPECIFICATIONS FOR CISCO UNIFIED CUSTOMER VOICE PORTAL RELEASE 4.0(1)
A
Application_Modifier (element).............................................................................. 3
Audio (element)........................................................................................................ 4
Audio groups ............................................................................................................. 2
C
Menu (elements)..................................................................................................... 47
Multiple audio groups................................................................................................ 2
N
Number (element) .................................................................................................. 51
Number_With_Confirm (element) ....................................................................... 54
P
Counter (element) .................................................................................................... 5
Currency (element) .................................................................................................. 6
Currency_With_Confirm (element) ....................................................................... 9
Phone (element)...................................................................................................... 57
Phone_With_Confirm (element)........................................................................... 59
D
R
Database (element)................................................................................................. 13
Date (element) ........................................................................................................ 15
Date_With_Confirm (element) ............................................................................. 17
Digits (element) ...................................................................................................... 20
Digits_With_Confirm (element) ........................................................................... 23
ReqICMLabel (element)........................................................................................ 71
Required audio groups ............................................................................................... 2
E
Element data .............................................................................................................. 1
Email (element) ...................................................................................................... 27
Exit states................................................................................................................... 1
F
Form (element)....................................................................................................... 29
Form_With_Confirm (element)............................................................................ 36
I
S
Setting data type ........................................................................................................ 1
Settings ...................................................................................................................... 1
Single setting value.................................................................................................... 1
Substitution allowed .................................................................................................. 1
T
Time (element) ....................................................................................................... 74
Time_With_Confirm (element) ............................................................................ 76
Transfer (element) ................................................................................................. 79
Y
Yes_No_Menu (element) ....................................................................................... 82
ICM script................................................................................................................ 71
M
Math (element) ....................................................................................................... 44
85