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Expand VoiceXML & CCXML Using Web Services

Christopher F. Passaretti Software Development Manager SpeechTek 2007. Expand VoiceXML & CCXML Using Web Services. Expand VoiceXML & CCXML Using Web Services.

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Expand VoiceXML & CCXML Using Web Services

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  1. Christopher F. PassarettiSoftware Development Manager SpeechTek 2007 Expand VoiceXML & CCXML Using Web Services

  2. Expand VoiceXML & CCXML Using Web Services • This presentation discusses functionality beyond the VoiceXML/CCXML standards and suggests a standards-based Web service methodology. The benefits include keeping the application portable and a clear separation of the call flow and the business logic. Learn how Web services can help your speech application leverage other standards without comprising portability.

  3. Web Services Reinventing the Wheel? CORBA RMI/COM Web Services • Object Model • Object Request Brokers • IIOP • OS Independent • Tightly Coupled • Similar to CORBA • Focused on underlying implementation (Java/Windows) • Easier to implement • Message Exchange • SOAP/XML • HTTP • WSDL • OS Independent • Loosely Coupled

  4. Characteristics of Web Services • Technologies: XML,SOAP,WSDL, UDDI • Discoverable • Loosely coupled • Abstract implementation and does not expose underlying logic or implementation to the customer • Secondary Properties • Can be composed into higher level services • Reusable • Interaction is stateless

  5. Why Web Services? • Machine to Machine to interaction • Allows disparate software to communicate (similar to RPC, CORBA in the past) • Services are loosely coupled • Applications more responsive to business needs • Create rich menu of ‘enablers’ or building blocks • Easily mix and match to create new services • Automate business processes and streamline workflow • UDDI – Universal Discovery and Description – XML based registry • Provides access to WSDL documents that describe message formats to interact with web services

  6. Interactive Voice Response Progress 1980s 1990s 2000s • Proprietary Scripting Languages • DTMF Focused • Closed Systems • Proprietary Development Environments • DTMF & Speech • Open Standards • Open Development Environments • DTMF, Speech, Natural Language • Open Systems

  7. IVR Web Services 1.0 VoiceXML and CCXML • Less Dependencies • External Interfaces • tn3270 • vt100 • Database • CORBA • Java • HTML • XML • CTI • Messaging Protocols

  8. IVR Web Services Enabler VoiceXML and CCXML • Open Standards • More Developers • Training widely available • Built to leverage existing web technologies • Java/.NET web servers • <subdialog> • <data> • <send> Web Server VXML SOAP IVR Firewall Internet

  9. CTI via CSTA • Standards based approach to CTI based on ECMA standards • ECMA-269 – defines capabilities • ECMA-323 – defines XML representation • ECMA-348 - WSDL • TR-85 defines CSTA XML over HTTP • TR-87 defines CSTA XML over SIP • Data will attempt to be synchronized where possible • Asynchronous data will be sent to registered endpoint in the web server or to CCXML interpreter Web Server SOAP VXML CCXML` ASYNC Events IVR

  10. Mashups • Combining content from multiple sources to create an integrated experience

  11. Conferencing Contact Center Messaging IVR Web Services 2.0 and BeyondExample Mashup Speech Recognition / Speaker Verification

  12. Order Placed by Phone workflow 5 min 5 min Approve Order Fulfill Order Customer Notified Problem with Order 4 weeks Wait for Contact Customer calls and Resolves problem Fulfull Order Ship Order What is a workflow? • Movement of information and/or tasks through a work process • Workflow: • ‘Work’ flows through the organization • Tasks • Procedural Steps • Relative ordering • Synchronization

  13. Workflow

  14. workflow Order Refil`l By Phone Service Trigger(order) Order Placed by Phone Order Approval Service Order Fulfillment Service Notify By Phone Service Problem Customer Notified Problem with Order Customer calls and Resolves problem Customer Contact By Phone Service Resolution Order Fulfillment Service Ship Order Service Workflow IntegrationConcepts • Services can act as triggers, causing a new workflow to be created. In this scenario, the order could have been placed by via self service over the web or the phone. Both would have sent the same trigger notification to create a new workflow. • Once a workflow exists, services that handle external inputs such as phone calls need to associate themselves with the correct instance of the workflow • Services can be invoked by the workflow as is the case for the Notify By Phone service

  15. HyperConnectivity and Communications Enabled Applications • Mega-trend: Communication Enabled Applications • Applications are to be intelligent & fully featured, regardless of the interface used to access them • Communications experience is part of the total applications experience • Disruption: Traditional Communications ecosystem is merging with the IT ecosystem creating richer more productive results • Evidence: • Online gaming merging with voice communications • “Click to connect” web pages • Internet dependent television like TiVo, and MediaCenter PC

  16. Questions?

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