WIXLIB

UCCE Solution Service Creation(including CCE and CVP Scripting)Sunil Vashist – CVP Product Manager @VashistSunilBrian Cole – Technical Marketing EngineerBRKCCT-2027

Agenda ICM Script Editor integration with CVP Call Studio – 40 mins. CVP Call Studio Enhancements – 30 mins. Integrated demo scenario and reporting considerations – 25 mins.

ICM Script EditorIntegration with CVP CallStudio

Cisco Unified Contact CenterIVRCustomerVoice PortalVoiceVideoInbound /OutboundContact Center ractionManagerIntelligence CenterMediaSenseFinesse (desktop and web API)360 Degree View of CustomerSocialMediaSocialMiner

CCE Solution ComponentsCVP Call StudioOps ConsoleExternal DataSourcesASRTTSMRCPMediaMediaServerServerBackend InterfaceHTTPHTTPCVP VXML ServerSIPCVPCallServerSIPApp GW,SQL, etc.GED AWServerInformixDBICMScriptEditor

Scripting Decisions in IVRBased on Many Factors ASR and TTS CVP Studio DTMF only Micro Apps IVR Standalone CVP Studio Only Call Control Micro Apps Dynamic VXML CVP Studio Legacy IVRs Micro Apps Legacy ACDs Micro Apps

Building an Integrated ScriptICM ScriptCVPApplicationIntegratedService

Interface: ICM Script Editor & CVP Call StudioScript using ICM Script EditorScript using CVP Studio Can call Dynamic VoiceXML self-serviceapplications Dynamic VoiceXML self-serviceapplications Also Connectivity using MRCP to ASR/TTS Scripting DTMF-only applications Transfers to legacy IVRs/queuingfor ACDs or IP call center agents Automatic Speech Recognition and Text to SpeechConnectivity to backend Web services

Quick ICM Script Review

4 Script Modes – View, Edit, Monitor and Quick EditViewEditMonitor

ICM Script Editor OverviewCallGeneratorModeSelectorScript ValidatorEditor PalleteCall Type Manager

Edit Mode - Palette Options

Set Variables

Set Variable Nodes

Micro-Applications (Micro-Apps)There Are Six CVP Micro-AppsPlay MediaPlay DataGet DigitsMenuGet Speech They simplify common script tasks Defined in ICM Configuration Manager Invoked from an ICM Script Interpreted by the IVR service on the Call Server (CVP) VoiceXML gateway sent to voice browserCapture

Run External Script node

Micro-Applications (Get Speech)Get Speech(GS) Collects ASR or DTMF Input AfterPrompting a Caller1.2.GS - Get speechSalesService - Media File nameThe Configuration Param field is left empty

Call Type Change & Precision Queue Nodes

Why Change the Call Type? If there is an IVR treatment beforecall is queued, a best practice is tochange the Call Type just beforeQueue node Changing the Call Type will reset theService Level Timer and not includethe IVR time Else, the IVR treatment time will beincluded in the calculation of the servicelevel, having a negative impact on yourService Level calculations

Dynamic Call Type Call Type node can changethe Call Type based on CallData (Call Variables,Database Lookup, ECC) Used in conjunction withDynamic Precision Queue,multiple Call Types, andDirectory Numbers

Changing Call Type for Reporting

Precision Routing Attribute: Agent characteristicConfiguration Overviewand expertise represented as aBoolean or Proficiency value(ten dimensions)CreateAttributes Precision Queue: MultiCreateRoutingScriptswith PQsAssignAttributesto Agentsdimensional queue where bestagent is chosen by smart mix ofattributes and real-time metrics Step: Dimension within PQ thatdefines the pool of agentsCreatePrecisionQueues(PQ) Wait Time: Duration to searchfor an available agent in eachdimension

AttributesTwo Attribute Types: Proficiency Based 1-10 Rating Used for quantifyingagent’s expertise Boolean True or False Used to indicate an“exists or not”condition. (i.e., Certified,Location, etc.)

Precision Routing: TerminologySample Precision Queue (PQ):Terms /Step CriteriaAttributesNumber ofAgentsThat MeettheCriteriaWait TimeBetweenSteps

Precision Routing: Configuration Overview31.2.3.14.42Create AttributesAssign Attributes andProficiency to AgentsCreate PrecisionQueues based onAttributesInvoke PrecisionQueues via routingscripts

Precision Queue Node Invoke PQs either: Statically – Specify theexact PQ Dynamically – Calls aPQ based on formulaevaluated at runtime Dynamic Call Typefeature (independentof Precision Routing)

Dynamic Precision Queue Node

Requesting the Services of CVP

- Demo ICM ScriptsCVP Call StudioDynamic Call TypesDynamic Precision

CVP’s Role

CVP Solution ComponentsExternal TPHTTPCallerGED-125SIPCall ServerVXML ServerSIPTDMACDGWCUCM

In Simple TermsIncoming Call LegHTTP / VoiceXML DocumentsCVP CS/VoiceXMLServerVoice Gateway / VXMLBrowserCaller (TDM or IP)ICMScript ICMEditor

CVP Call Studio

Cisco Unified Call Studio For Scripting Service Creation environment Eclipse based VoiceXML Scripts ASR/TTS integration Backend integration Web Services element Databases HTTP / XML Custom Java classes Debugger to simulate calls Customization / Reusability

Call Studio Development EnvironmentApplicationcall flowScript element propertiesand configurationProjectsand filesexplorerScriptelementpalettePrompt managerDebug / Builderswitch

Sample Application: “PremiumGold” Welcome caller Prompt for account /SSN Database dip Customer type Personalized handling Multipage Formatted data playback Centralized error Documenter

Overview ofStudio Elements

Studio Elements Pre-built and fully tested building blocks Voice ElementsVoice XML Insert ElementsDecision ElementsAction ElementsProgramed Custom Element

Voice ElementA reusable, Voice XML producing dialog with a fixed or dynamically producedconfiguration Audio Element Data Element Record Element

Say It SmartTypes Number Date (& Time) Currency

VoiceXML InsertElements

Voice XML Insert

Decision Elements

Decision ElementsEncapsulates business logic that make decisions with at least two exit states

Action Element

Action ElementEncapsulates business logic that performs tasks not affecting the call flow. CounterMathEmailWeb serviceSet Value

Web Service ElementA special action element used to interface with a web service

Video Connect

Video ConnectElement plays a specific video file from the video media server and collect digitsduring the video file playback.

Passing of Data

Pass Data to CVP StudioVariable Name (up to 5)Values (210 bytes each)User.microapp.ToExtVXML[0]"application HelloWorld"User.microapp.ToExtVXML[1]Company Cisco; Job technical writer”User.microapp.ToExtVXML[2]“FirstName JimBob; LastName Thornton”User.microapp.ToExtVXML[3]“Salary 500000; Address 23 Central St;”User.microapp.ToExtVXML[4]“City Boston;State MA”

Creating a StudioApplication

Start and Name a New Application

Choose Language, Gateway, and Logger Settings

Define Default Audio PathCan Be Dynamically Changed for Multilingual Prompt Delivery

New Application Is Started with a Workspace and aDefault “Start of Call” Element

Drag Audio Element to Play Messages to the Callers

- Demo Video IVR

Studio enhancements(Release 10.5 and above)

Studio Enhancements Studio 10.5 Sub-flows Exception Handling Debug tool enhancements Eclipse upgrade Studio 11.0 Local VariablesMulti-app DebuggingVariable Manipulation while DebuggingEnhanced Database ElementREST Client IntegrationContext Service

10.5 EnhancementsRecap

SubFlow Reusable call flow module to do a specific task Can be used to break large application into smaller modules Allows to Re-use the call flow business logic With Sub-flow the applications becomes Modular Reduces complexity Easy to maintain

SubflowStartMenu options as SubflowSample applicationSame Subflow beingre-used at multiple placesEnter AccountTypeNew CustomerSavingsAccountCurrentAccountCredit CardAccountNew onAccountVerificationSavingsAccount MenuCurrentAccount MenuSavingsAccount MenuOffer1Get BalanceOffer2New OfferMain MenuAgent BusyGet BalanceDues DetailAccountWithout DBOffers

SubflowNew ElementsSubflow Call ElementSubflow StartSubflow Return

Argument and Return DataSubflowStartElementSubflowcall –Subflowor Mainflow.SubflowReturnElement

Subflow - Application ModularitySub-Dialog (10.0) Project resources are selfcontained Reusable across projects Session data can not be shared Resource intensive as every timeVXML browser needs to switchcontextSubflow (10.5) Access to shared project resourcesRe-usable within project – Nested (NotRecursive)Runs within same application contextat run timeNo context switching so no overheadin the VXML browser.Events and exception handlingAllows modular development

Event Handling Introduction Handling the events occurred at granular level and continue with the call. Types of Events that can be handled VXML EventElementEvent HandlersStart Of CallHotlink/Custom Exception/JavaException/VXML EventVoice ElementsVXML Event/Java Exception/LocalHotlink(Other than Audio Element)Action ElementJava ExceptionDecision ElementsJava ExceptionWeb Service ElementJava ExceptionSub flow Call ElementVXML Event/Java Exception/CustomExceptionSub Flow Start ElementVXML Event/Java Exception/CustomExceptionVoiceXML InsertVXML EventSubdialog InvokeVXML EventJava ExceptionCustom ExceptionLocal Hotlink/Hotlink

Event Handling preference

Exception HandlingSubflow startException Rollback & points of exception handlingStart of CallelementSubflowconnectorElement level

Exception HandlingException Throw ElementEnables exceptions tobe mapped to moremeaningful and contextspecific error informationto enhance Callerexperience

Exception Handling10.0 Handles client events only Global error handling mechanism Hot events become unmanageable As more and more exception types needto be handledDatabase exception which couldterminate the application abruptlycannot be handled with thismechanism10.5 Java like exception handling of serverside events supported Java exceptions and custom eventsExceptions handled at various levels inapplication call flow Greater flexibility for developer tohandle error conditions Personalized and contextual basederror handling

Debugger Enhancements Built-in simulation and debugging For speech or voice enabled applications IDE integrates with local speech resources (MS SAPI) Allows setting Breakpoints at any node to inspect data

Debugger EnhancementsTTS & ASR Integration

Debugger EnhancementsBreakpoints2. Debug asCall Studioproject3. Step in,Step over,Resume orTerminate1. EnableBreakpointBreakpointsview

Debug tool enhancements10.010.5 Embedded VXML Server Breakpoints Text based Voice Browser tosimulate VXML Gateway. Enhanced logging Speech integration User Input Panel to simulate useractions – DTMF inputs & promptoutputs

11.0 Enhancements!

Local Variables 11.0A new element, Set Value is added to Call Studio Define local variables in Call Studio applicationsSupports string, arithmetic, and logical operations andspecial functionsUse java ScriptingLocal variables can be used in Substitution and DecisionevaluationsThe scope of the local variable is within the flow Main Flow or Sub Flow

Rest Client Element Overview11.0 A new action element - Rest Client Supports HTTP method : GET, POST, DELETE and PUT Salient Features: Authentication support Proxy support Two way SSL handshake Timeout support

- Demo REST Client&Local Variables

Context ServiceIntroducing four new elements11.0

Context Service Two new elements – Create POD & Consumer Lookup Element