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IC Cookbook - Intervoice

1. Properties 2 3 Ei Problems l Console ae A DTMF Menu gt ID dtmiMenu_vopvah Name NewsWeatherSportsMenu EEN General Menu Prompts Standard Properties Events Right click to Edit Specify Prompt Attributes Comments Leading Trailing Event Type TTS Prompt troup Holnput 1 Prompt Sorry I did n Expression Sorry I did not receive any input Fallback Text Specify a condition For the prompt Figure 6 6 Completing the New Event Prompt Now go ahead and create the second Prompt Group using the same process as in Figure 6 3 This prompt group will also have a Nolnput event Scope but in this case the Prompt Count attribute will be 2 This second prompt will only be played if the caller makes a second Nolnput error on the same menu You can refer back to our previous discussions to see what that actual text for each prompt should be Properties 2 3 e Problems Console amp DTMF Menu gt ID dtmfMenu_vopvah Name NewseatherSportsMenu General Menu Prompts Standard Properties i ANAN lee ie Balk Specify attributes For the event prompt group Comments Leading Trailing Event EE Scope Nolnput Prompt Group Falnput 1 Prompt Sorry I did not receive any input Prompt Count 2a o O Prompt taroup Molnput_2 Do Reprompt true Prompt Sorry I still did not receive any input Present As sequence OOO Condition true Fi
2. iese esse see ee EE Ee ee AR EE ee ee ee ee AR EE Ee ee ee ee RE ee ee ee ee ee ER EE ee ee 88 FOUE Aos 6 a Ui N Piel EIOUP sms a nt ene noe ee Ee oe Ee ee eee ene EE 89 Figure 7 6 2 Deininga New Pi DI sa ee ete Se es AE N Dei sais SE Re ee oe eine ei AE 89 Figure 7 7 Completing the New Prompt ccccccccccssssseeeceeeeeeseeeeeeeeeeeeeeeeeeeeeeeesseeeseeeeeeeeessaeseeeeeeeesssaaeeeeeeess 90 Figure 7 8 Completed Prompt Groups and Messages for Nolnput NoMatch and MaxSpeech Timeout 90 Figure 7 9 Selecting the Event Handlers for the Errors ees sesse ee ses ee ee ee ee ee ee ee Ee ee ee ee Ee ee ee ee ee ee ee Ee ee ee ee EE ee 92 Figure 7 10 Defining the Maximum Number of Errors iese sees ee ee ss ee ee ee ee ee ee ee ee ee Re ee ee ee Re ee ee Re ee ee ee EE ee 93 Figure 7 11 Default Event Process in the Event DiagraM sees ss ese esse ees ee se ee ee ee ee ee ee ee ee ee ede ee ee Re ee ee ee ee ee 94 Figure 7 12 Adding Event Entry Components to Event DiagraM ees ss sesse ee sesse ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 95 Figure 7 13 Event Process Component with Customized Errors Actions ees ees ees ee ee ee Ee ee ee ee ee ee EE ee 95 Figure 7 14 Connecting Event Entry Components to Event ProcesS ees sees ees se se ee ee ee ee ee ee ee ee ee ee ee ee 96 Figure 7 15 The Completed Event Entry ConnectionS sees ese ee ee ee ee ee Ee ee ee ee ee ee RE EE
3. Properties 2 Bi Problems do Call Begin gt ID callBegin_jidgup Specify variable names to store the attributes Comments ANI Variable CallerPhoneNa Debugger DNIS Variable 1 Figure 4 1 Defining the ANI Variable Name Next add the CallerPhoneNo variable to the document s Name List E Properties 5 Wr Problems amp Dialog gt ID dialog_fikmap General Specify dialog start attributes Events Comments ivoice Voice_Personalization diagram ivoice Voice_Personalization diagram diagram v g Debugger Deae OOOO oooO Figure 4 2 Passing the Caller Phone Number variable Copyright 2013 Convergys All rights reserved 45 To add the CallerPhoneNo variable to the documents Name List 1 2 In the Call Personalization diagram click the Dialog icon In the Properties view Name List field type CallerPhoneNo as the variable name no duotes See Figure 4 2 This causes the variable to be passed to the Voice diagram for more processing after the Voice diagram is called from the Call Control diagram After the Voice diagram has the phone number it can check for a match in the database Save the project Note As an alternate approach you could design the call flow to do the database check in the Gall Control diagram and pass the database results in the Name List Either approach can work but this sample project will keep all the database operations in the Voice
4. Route the PlayAccountNum and the StorePhoneAndAccountNo legs of the call flow to the Goodbye component No labels are necessary Remaining Diagram Errors To get rid of an error condition on the database query component 1 2 3 4 5 6 Select the RetrievePhoneNo component and go to Properties view gt Events option In the Error field select Inline Connect the RetrievePhoneNo component to Goodbye component Select the Error pop up If an error occurs on the first query the system will play the Goodbye prompt and end the call This isn t good UI practice for error recovery but this recipe focuses on personalization Connect the Goodbye component to the Voice End component Arrange the arrows to tidy up your diagram Check the Problems view and correct any Errors If you followed the steps you shouldn t have any You have completed the Voice diagram for the Personalization application See Figure 4 12 September 2013 Copyright 2013 Convergys All rights reserved 54 Voice Personalization diagrarm 2 5 Call Personalization diagram im RetrievePhoneno CheckPhoneNo PlayAccounthurm ld MotFound GetAcctho 7 a Properties 2 21 Problems E A j gt ID play_weztiw Name Goodbye General Prompt Standard Events Right click ta Edit Specify attributes For the prompt group Comments ad Prompt Group E me Bargeln Play While Proceeding with Cal
5. fee Transfer 92 Voice End Services Events 8 EG Figure 6 17 Updated Event Diagram After adding the Play components connect them to the appropriate NoMatchError and NolnputError Since we got here because of a fairly serious error issue at this point it is good practice to transfer the caller to someone that can help A subsequent recipe Basic Transfer recipe will discuss the call transfer in more detail For this recipe incorporate Play and Transfer components into the event diagram Fig 6 18 a 7 D 1 cw Voice diagram Event diagram os NoMatchError DidNotUnderstandInput lt Palette t ve peas d MenuNoMatch TransferTocS Z Connections ErrorAction EE MeriuMNolnput NoINputError NoInputReceived gt General gt Voice amp Set Language Subdialog Pz Transfer T Voice End gt Services Events g ee a Play a EG Figure 6 18 Transfer Component Added to Event Diagram The details of the Play and Transfer components will not be covered here Refer to the BasicTransfer recipe for more information about transferring to an operator If you are trying this recipe in a test environment that doesn t have transfer capability or a handy live operator you can leave out the Transfer component Just play the appropriate error message and end the call Each Play component will contain a specific message to instruct the caller of what is going on For DidNotUnderstandInput Play c
6. Dm Mm ae o From the Voice drawer add a Collect component to the right and below the If component Label the component GetAcctNo Select the GetAcctNo component In the Properties view gt General option gt Prompt tab select Prompt no text In the Type field select TTS In the Expression field use single quotes and type Welcome new user Please enter your four digit account number See Figure 4 7 C Properties 2 2 Problems m ala amp Collect gt ID collect balyow Name GetAcctNo General Grammar Standard Properties Events Right click to Edit Specify Prompt Attributes Comments PromptGroup Default Debugger nee Type Espressian Welcome new user Please enter your Four digit account number Fallback Text IE i Figure 4 7 Collect Prompt Properties Select the Properties view gt General option gt Grammar tab In the Mode field select dtmf Accept the default weight 1 0 In the URL field specify the URL as builtin dtmf digits length 4 This is a built in grammar defined in VoiceXML When you set the length to 4 the user must key in exactly four DIMF digits As soon as the user types in the fourth digit the call flow will exit the Collect component in the default path See Figure 4 8 September 2013 Copyright 2013 Convergys All rights reserved 51 N l E Problems PID collect_balyow Name GetAcctho Prom
7. setTimeout icxmil Ja 1 1 z AsyncEvent diagram Asyncevent icxml gettityForecastBy ZIP diagram getCityForecastBy ZIP icxmil getCityWeatherBy2IP diagram getcie Weatherby IP icxml see getweatherinFormation diaaram B get w eather Information icxml H E voice jim 1 jm jmp Figure 5 2 Web Weather Service Folders Based on the WSDL provided in the wizard the wizard created several subroutines that can access the weather service In the Package Explorer expand the subroutines gt process folder to see the names of the diagrams and to gain an idea of what the subroutines will do 6 To display the weather subroutine process diagram that the web services wizard created double click the getCityWeatherbyZIP diagram file In the diagram window select the Script component yellow scroll icon 8 Inthe Properties view gt General option notice the contents of the script See Figure 5 3 September 2013 Copyright 2013 Convergys All rights reserved 58 getCitywweatherByZIF diagram 2 3 N E DAE oe 1S ie OF Note AA Conditional L oh Zoom General F f Properties 52 N Ta amp Script pees Specify either an External javascript File name or Inline Script block Only the selected Script Type below will be propagated Comments Script Type External Script Inline Script Enter an Inline Script try Packages com intervoice s
8. debugger H resources Ep Subdialog EIE scripts G82 Transfer 2 WebContent ty Voice End Services Events Figure 1 6 First Voice Diagram The Voice diagram has two icons e Green represents the beginning state of the voice diagram e Red represents the end state of the voice diagram To the far right is the Palette view with various drawers Figure 1 6 Use these components to build your application flow Since Voice diagrams deal only with the interactive voice dialog you will use many components in the Palette s Voice drawer For now you can close the other drawers in the Palette e Click the folder of a drawer to close it e Click again to open a drawer Note Later you will use other components to define functions in Call or Process diagrams for example e Answering a call e Launching a voice dialog e Stepping through a database procedure September 2013 Copyright 2013 Convergys All rights reserved 6 Tahoma EE ed G Package Explorer 3 Es E TE Helloworld Event iczml Voice diagram Voice ic ig H E resources E WebContent Figure 1 7 Voice Diagram files In the Package Explorer expand the voice folder to see the files that were created when you created the Voice diagram Figure 1 7 For information on the other files see the Interaction Composer User s Guide Adding a Play Component to a Diagram To add a Hello World prompt 1 Inthe Voice drawer of the Palett
9. 2 Move your cursor near the bottom of the list and select ICS Grammar Builder The ICS Grammar Builder is launched see Figure 3 4 Inter oice Grammar Builder 1 0 02 unnamed Ioj x Eile Edit Help Grammar Type custom T f Phrases FO Phrases Synonyms Phrases Phrase Add Update Figure 3 4 ICS Grammar Builder At the top accept the default Grammar Type which is Custom and the Phrases option At the bottom in the Phrase field type news At the bottom right click Add or press lt Enter gt The word News is entered into the grammar and into the large Phrases area in the middle 6 Repeat steps 4 and 5 for weather and sports Figure 3 5 shows the Grammar Builder with the grammar Note The Grammar Builder automatically arranges them in alphabetical order September 2013 Copyright 2013 Convergys All rights reserved 36 11 12 13 14 15 Grammar Builder 1 0 02 unnamed Edited Fil Edit Help Grammar Phrases Ignore Phrases Phrases Phrases Synonyms Phrases Phrase Figure 3 5 Building a Grammar In the Grammar Builder s menu bar select File gt Save The Save window opens automatically pointing to the SoeechNewsWeatherSports folder Expand the resources gt grammars gt en US US English folders In the File name field at the bottom type snwsgrammar for the ivgr grammar filename On the bottom right click Save This w
10. Transfer gt ID transfer_bewyiw Name TransferCall General Properties Grammar Comments Specify Transfer attributes Transfer Type Blind v Destination Expression transferExtension a Connect Timeout Max Time Transfer Audio Result Variable a 441 Options Application to Application Expression g Call Analysis Call Progress Override ANI I Retry Count On Failure To Complete Transfer Pause Between Retries To Complete Transfer ms j Figure 8 8 Completed Transfer Component Making the Final Connections to the Components Since the Transfer component has now been completed connect all the Calculate components to the Transfer Component Note These are default connections You don t need to add a label Finally connect the Transfer component to the Voice End component The completed Voice diagram will look similar to figure 8 9 September 2013 Copyright 2013 Convergys All rights reserved 106 a r rn gt yoice diagram 24 GetNewAcctInfoExtension SpeechMainMenu CheckMainMenuSelection default Loans NewAcctInfo PlayGreeting CustomerServiceRep Figure 8 9 Completed Voice Diagram Final Notes for Application Completion Once all components are attached complete the Call diagram under applications gt call See Recipe 1 Hello World This is needed for the application to be able to work in a runtime environment TransferCall GetL
11. but in this simple recipe the caller only gets one chance Add another Play component under the Play Weather Report component and label it WebWeatherSvcError Connect the GetWeather component to the WebWeatherSvcError component and select the error connection option Set the WebWeatherSvcError TTS prompt to play The Weather Service is not currently available Call back later In the WebWeather gt call folder create a new Call_ WebWeather diagram see Recipe 1 Set the Call WebWeather diagram to the Voice_WebWeather diagram To complete the diagram 1 2 3 Connect the ZipcodeError Play component to the Voice End component Select Create Event Connection and then select the Error popup Connect the WebWeatherSvcError Play component to the Voice End component and label it WebError Connect the PlayWeatherReport Play component to the Voice End component and label it Success Save your project All red x s should be cleared Figure 5 9 shows the completed Voice_WebWeather diagram September 2013 Copyright 2013 Convergys All rights reserved 67 voice diagram lt 5 Get zipcode Get Weather Play weather Report wj oes A error Zip error ex Error Web weather Svc Error ar Web error Figure 5 9 Final Web Weather Diagram This completes the web services weather recipe 13 Package your project 14 Upload the WAR to a runtime system to test that it will play the weather report Septe
12. process for a completed application and runtime execution Interaction Composer Packaging Process Interaction Composer in Eclipse Resource SCXML Browser files Audio SCXML SC Engine Grammars ETC Packaging Web Application Container WAR To deploy the application the developer loads the final WAR file into an application server When the SCXML documents are executed the code dynamically generates snippets of VoiceXML and CCXML code which are then presented to the appropriate client side browsers to execute the dialog segments September 2013 Copyright 2013 Convergys All rights reserved viii Recipe 1 Creating Your First IC Application Hello World Approximate time 30 minutes depending on prior experience Reference For the Interaction Composer User s Guide select Help gt Help Contents and select this guide from the Contents pane What you will learn with this recipe e Creating an Application Project e Creating a New Voice Diagram e Creating a Call Diagram e Playing a Prompt e Using TTS for a Prompt e Packaging Your Application Project Creating an application project To help you get familiar with Interaction Composer the HelloWorld project will be very basic e Answers the phone e Plays a Hello World prompt e Hangs up To start building your application project 1 In Interaction Composer IC create a new workspace named HelloWorld The Interaction Composer pers
13. the simplest approach is to design a separate error exit in the Collect component To create a separate error exit in the Collect component 1 2 Select the Collect component In the Properties view select the Events option on the left In the list of event handlers set each event to Inline See Figure 3 3 Inline means that the system will handle the errors in the same diagram space as the regular voice flow so the Collect component should provide a specific exit path for these error events Save the project September 2013 Copyright 2013 Convergys All rights reserved 33 n Ygice_S5peech diagram se N 7 A T h P MenuResult 7 SN SMEenu SHvySSelect II s Bi Problems amp Collect gt ID collect_xipcem Name SNWSMenu General Select event handlerts3 Events j Error Inline a TERE MaxMoMatch Inline Debugger MaxNoInput MaxSpeech Timeout Figure 3 3 Setting the Error Paths for the Collect Component Now the Collect component will have two exit paths that will be made available when connecting its outputs e Default exit path taken when a valid menu selection is made e Error path taken when any error occurs September 2013 Copyright 2013 Convergys All rights reserved 34 Collect Component and Grammar Builder In a speech application callers can say anything they want in response to a menu prompt Therefore the voice user interface designer
14. 77 Figure 6 9 shows the DIMF Menu Properties view gt Events option The Error event covers errors that are not caller input errors Hopefully you won t encounter these kinds of errors very often It is important to understand that the MaxNoMatch MaxNolnput and MaxErrors events will only occur when a pre set maximum error count has been reached Properties 2 5 rah Problems l Console amp DTMF Menu gt ID dtmfMenu vopvah Name NewseatherSportsMenu General Select event handler s Events Error Ignore Comments NoMatch Ignore MoInput Ignore MaxErrars E Figure 6 9 News Weather Sports Menu Error Events By default all of these error counters are set to Ignore Now that we want to be more user friendly we can use the dropdown event handler selections to uniquely specify how to process each error type For each specific event counter you should define the particular event handler that you want to execute when that maximum error count is reached All of the event counters have the same set of options Ignore When a maximum count is reached the DTMF Menu component exits on the default exit path You would only use this if you didn t want to do anything special on the max error condition which isn t normally good practice Note Since the maximum count in our first menu recipe was set to one we simply took the default exit path out of the menu component on any error This wasn t very user friend
15. Do Reprompt values for each Prompt Group Your completed Prompt Groups will should be similar to Figure 7 8 E Properties 22 2 Problems EE console pee ed amp Collect gt ID collect_fusjax Name SNWSMenu General Prompt Grammar Standard Properties Events Right click to Edit Specify attributes For the prompt group Comments E PromptSroup Default 1 Prompt would you like the Scope MaxSpeechTimeout wt Prompt Sorry I did not get ee Nevlateh 1 Present a E PromptSroup NoMatch_1 ae J r El PromptGroup NoMatch 2 J P P J Bargeln Prompt Sorry that still is n E PromptGroup MaxSpeechTimerc Prompt Sorry khak was boc Promptsroaup MaxSpeechTimeout_2 Prompt Sorry that was still Figure 7 8 Completed Prompt Groups and Messages for Nolnput NoMatch and MaxSpeechTimeout If you have seven prompt groups in your Prompt pane you have completed the error prompt configurations The first time the caller speaks an invalid choice Prompt Group NoMatch_1 will be played The second time the caller speaks an invalid choice Prompt Group NoMatch_2 will be played The third time the caller soeaks an invalid choice the error counter will have reached its maximum count At this point processing will go to the event handler September 2013 Copyright 2013 Convergys All rights reserved 90 The Event Handler We covered the functionality and rationale for the Event Handler in som
16. ECMA object CallRecord The caller s account number should also be stored in that same record For this example assume that the database schema placed the caller s account number in the CallRecord acctNum section of the CallRecord object and that it is a text variable Design this sample call flow to 2 PP N AN eS IM mk O Pass the TTS engine the CallRecord 0 acctNum variable Play that account number to the caller Play goodbye and hang up Add a Play component to the right of the CheckPhoneNo If component Label it PlayAccountNum Select the Play component In the Properties view gt General option gt Prompt tab select Prompt no text In the Type field select TTS In the Expression field use single quotes and type Welcome back Your account number is Click in the Prompt area and the text is added to its name Right click the new prompt and select Insert a new prompt below Select Prompt no text Inthe Type field select TTS In the Expression field type the ECMA name for the account number CallRecord 0 acctNum Multiple prompts in a single prompt group will be played sequentially The first prompt plays the message The second prompt inserts the caller s account number as a text string The TTS engine renders both and plays Welcome back your account number is 1234 Congratulations You have just created your first compound prompt A compound prompt mixes a fixed promp
17. MenuResult result without quotes Note This points the Case process to the specific result from the Collect component The result variable in the Collect component was named MenuResult MenuResult is a compound ECMAScript object JavaScript not a simple scalar variable The specific place in the MenuResult object that contains the Collect result is named MenuResult result In the Else Label field type Error This creates one exit path labeled Error for the Case component If the MenuResult variable contains a value other than one of the three text strings News Weather or Sports the call flow takes this exit path In the Result Equals column of the Case Values table use single quotes and type news In the Then Label column type News with no quotes The Case component now has an exit path labeled News If the MenuResult variable matches the string news then the call flow takes the News exit path For the Weather and Sports exit paths a To the right of the Case Value row click the Append Row button twice to add two rows b Repeat steps 4 and 5 to complete the columns with the weather and sports text See Figure 3 7 September 2013 Copyright 2013 Convergys All rights reserved 39 2 Problems oT 2 Case gt ID case neffak Name SNWSSelect Specify an Expression and Case Value Comments MenuFesult result al Result variable y O Specify Case Values Result Equa
18. Reporting D ya Loans OY g Play amp Set Language Subdialog GetcustServiceRepExtension p Az Transfer T Voice End gt Services gt Events CustomerServiceRep na fa oe ry Free ey Figure 8 6 Adding in Transfer Component For this sample project label the component TransferCall In this case we are trying to make the labels as descriptive as possible See figure 8 7 GetWew AcctintoExtension TransterCall fo default GetLoanExtension Servicekep GeEtTLustServiceRepextension Figure 8 7 Labeling Transfer Component September 2013 Copyright 2013 Convergys All rights reserved 105 Completing the Transfer Component Select the Transfer component and examine the Properties view There are several parameters for the Transfer component that can be manipulated One helpful parameter is the Transfer Audio parameter With this parameter an audio message can be played during the transfer However for this particular recipe we are only concerned with the Transfer Type and the Destination Expression Notice that for Transfer Type you choose a value from the dropdown box In this case we will choose Blind this will designate the transfer as being a blind transfer discussed earlier in this recipe For the Destination Expression we will use the variable transferExtension that we assigned on the previous Calculate components See Figure 8 8 e VO C Properties 3 e Problems J Console
19. Transfer Component Added to the Event Diagram Finally go to the Palette gt Voice drawer and add a Voice End component after the Transfer component Connect the TransferToCSR component to it See Figure 6 20 Note IC requires this component to clean up the call and reset the state of the application The Transfer component doesn t take care of this automatically even though it has effectively transferred the call from the application With the completion of the Event diagram we have successfully modified the NewsWeatherSportsMenu to support error recovery Voice diagram Event diagram 3 Event diagram a NoMatchError DidNotUnderstandInput lt Palette i e MenuNoMatch Ca TransferTOCSR derd dae ee ad sa fg NoInputReceived BH dan Ra Voice PlaySystemError amp P Set Language i Subdialog 2 Transfer T Voice End Services Events Figure 6 20 Added Voice End Component to the Event Diagram Final Notes for Application Completion After all components are attached proceed to Package Explorer gt applications gt call and complete the Call diagram See Recipe 1 Hello World Remember that the call control diagram is required for the application to operate correctly in a runtime environment Now the application is complete and ready to be packaged to create the war file See Recipe 1 Hello World After you complete the package export and create the war file you are ready to put your application into runtime You hav
20. a new ICS Application Project called BasicTransfer followed by the creation of an ICS Voice Diagram For more specific information about creating the project and voice diagram refer to Recipe 1 September 2013 Copyright 2013 Convergys All rights reserved 101 Adding Play Collect and Case Components to Voice Diagram For specifics about adding and configuring the Play Collect and Case components see Recipe 3 Speech NewsWeatherSports Create the flow in the following order e Play component labeled PlayGreeting o TTS o Expression Welcome to Your Home Town Bank e Collect component labeled SpeechMainMenu o TTS o Expression What would you like to do Please say new account information loans or customer service representative e Case component labeled CheckMainMenuSelection where we check the spoken response from the caller at the SoeechMainMenu The Case component will branch based on the caller s spoken input o Expression MenuResult result o Else Label default o Result Equals 3 rows NewAcctlnfo Loans CustomerServiceRep o Then Label 3 rows NewAcctinfo Loans CustomerServiceRep Now our updated Voice diagram will be displayed as the following see figure 8 1 t Interaction Composer Basic lransfer applications voice Voice diagram Intervoice Development Studio SEE File Edit Diagram Navigate Search Project Run Window Help jim EA PT 3 EA Interaction c Tahoma vio wIBI A gt
21. and knowledge to create and run an application This cookbook hits the highlights of IC without getting bogged down too much in the details of dialog design or the vast array of rarely used options available with the IC components One of the main purposes of Interaction Composer is to allow developers to design user friendly dialogs without having to get into the details of VoiceXML CCXML or SCXML IC defaults its dialog error recovery and reprompting strategies to industry standard methods which provide reliable recovery processes if the developer doesn t want to deal with these issues The IC Users Manual is a reference manual It provides details about each feature with all the options available Typically you would use it as you design an application and need to look up a specific feature of a component that you don t understand or to find a specific function While you read this cookbook be sure to have Interaction Composer installed on your computer nearby As you read through each recipe you should follow along on your computer creating the recipe September 2013 Copyright 2013 Convergys All rights reserved vii CONVERGYS Overview of Developing Packaging and Deploying Here is an overview of how IC builds an application and how that application is deployed The application developer starts by launching Eclipse which has been preconfigured with the IC plug in e The Eclipse Integrated Development Environment IDE is a
22. application project to a library project However the NewsWeatherSports project doesn t need any external routines Click Next to see this window then click Back to return to the main wizard screen Another recipe will explain how to create a library project and link to it 4 Click Finish The NewsWeatherSports project is added to the Package Explorer see Figure 2 2 E Package Explorer 2 3 i Deployment Artifacts HE Helloworld EREA News weatherSports E i applications tL call E i process El voice config HI debugger EL resources scripts 2 WebContent Figure 2 2 Starting to build the News Weather Sports application In the Package Explorer expand NewsWeatherSports and then expand the applications folder 6 Right click the voice subfolder Hover over New and then click ICS Voice Diagram in the list See Recipe 1 Figure 1 4 except that the additional NewsWeatherSports folder will now be in the Package Explorer September 2013 Copyright 2013 Convergys All rights reserved 19 Building the Voice Diagram When you click New gt ICS Voice Diagram the New ICS Voice Diagram wizard opens 1 2 3 4 You could accept the default Voice name but to help distinguish diagrams type Voice_NWS diagram Click Finish The Voice_NWS diagram flowchart opens in the Canvas see Figure 2 3 On the right in the Palette expand the Voice drawer Select the DTMF Menu component and add it to the workspace Tip L
23. condition For the prompt Figure 2 6 Trailing Prompt Properties 5 Inthe Type field select TTS 6 Inthe Expression field use single quotes and enter Please make your selection now Figure 2 7 Properties x HE Problerns ey UO General Events Right click to Edit EE Specify Prompt Attributes Comments Leading Trailing Event ees CY Debugger P Prompt no text Please make your selection now a Specify a condition For the prompt Figure 2 7 Trailing Prompt Properties 7 Save your application project In the lower right a Condition variable defined with each trailing prompt still allows external program control of which if any trailing prompt will be played This completes the design of the leading and trailing prompts September 2013 Copyright 2013 Convergys All rights reserved 24 Adding Menu Prompts To define the three main menu prompts 1 Inthe DTMF Menu s Properties view gt General option click the Menu subtab Be sure that Menu Group no name is selected Left click Menu Item no name In the Type field select TTS In the Expression field use single quotes and enter Press one for News In the Menu Item Name field enter a unique name News In the DTMF Key field select 1 from the list See Figure 2 8 O Hd Se p eS w wY e Problems l Console amp DTMF Menu gt ID dtmfMenu_qaghah Name NewsWeatherSportsMenu Gener
24. debugger resources HE scripts 2 WebContent File name Voice Hello orld diagram es Figure 1 5 Creating a Voice Diagram file Note The tree view highlights the appropriate default folder location You can only add a diagram to a related folder for example add call related diagrams to the call folder and voice related diagrams to the voice folder If you select another folder type a validation error displays in the header area of the creation wizard window Note In the File name field the system creates a unique default name and adds a diagram extension You can rename the file but you must keep the diagram extension 4 For this sample project you could accept the default filename However you will create several Voice diagrams so type Voice_HelloWorld diagram to distinguish them 5 Click Finish and a Voice diagram flowchart opens in the Canvas view Figure1 6 September 2013 Copyright 2013 Convergys All rights reserved Voice HelloWorld diagram M Package Explorer 5 HE voice HelloWorld diagram 22 E E 7 lt e Palette gt W Hello World 7 s ag B applications ie 3 EE H E cal onnections L process General EE voice 2 Voice oo is ASVNECE vent diagram a Collect dsyncEvent icxml l Event diagram d Custom Collect Event icxml gee DTMF Menu 2 _ Goal Reportin Voice HelloWworld icxml 5 porting 2 Worksheet ws GE Play config EP Set Language
25. diagram Capturing Name List Variables in the Voice Diagram To capture the Name List variables 1 2 3 At the top select the Voice_Personalization diagram tab Click the Voice Begin icon In the Properties view gt General option click the Append Row button on the right In the Parameter Name column type CallerPhoneNo See Figure 4 3 CallerPhoneNo is the parameter name referenced in the Dialog component as the variable in the Name List It names the parameters to be passed from the call diagram to the voice diagram E Properties 2 3 ch Problerns ay Voice Begin gt ID voiceBegin_tadwul General Specify the parameter names referenced in the Dialog component comments Row Parameter Mame Debugger Er CallerFhoneNo d Figure 4 3 Naming the Passed Variable 5 Save the application project September 2013 Copyright 2013 Convergys All rights reserved 46 Checking the Database The system now has the caller s phone number To determine whether this is a new or repeat caller the system can query the database to see if that phone number is present in the database To create the call flow 1 Inthe Palette gt Services drawer double click the Database Retrieve component Label it RetrievePhoneNo See Figure 4 4 3 Inthe Properties view gt Data Source and SQL fields see Figure 4 4 or enter your own database schema Important Since the detailed database component properties such as the database
26. ee 53 Figure 4 11 Database Update properlieS iis ee EE EE ee ee EE ee ee EE ee ee ee Ee ee ee RE ee ee ee EE Ee ee ee RE ee ee ee EE ee 54 Figure 4 12 Final Personalization Recipe issie dd ME SE N dk tuned ed oe ee AE WA 55 FOUE 5 Is VV CD SEVIS S Wa ae e E E E sees e 5 Figure 5 2 Web Weather Service Folders ccccccccssessseeceeeceaeeeeeceeeeseeaeeeeeceeeeeeeseeeeeeeeeeessuaaaeeeeeeeessssaageeeeess 58 September 2013 Copyright 2013 Convergys All rights reserved V CONVERGYS Figure 5 3 Process Diagram for the Web Weather subroutine ccccccseeeeeceseeeeeneeeeesueeeeeeaeeeeesaaeeeeeeaeeeesaees 59 Figure 5 4 ICS Project Library Reference Wizard ee ee EE EE ee ee EE ee ee ee ee EE ee ee ee RE ee ee ee ee ee EE ee 60 Figure 5 5 WebWeather Application ss eo EE DE Ee EE ED ee EG cre ome EE GE ree 61 Figure 5 6 Selecting the Weather Subroutine ies ee ee EE ee RE Ee ee ee ee RE ee ee ee ee ee EE ee ee ee ee ee Ee EE ee ee 62 Figure 5 7 Java Weather Object Attributes see ee Ee ee ee EE ee ee ee ee Ee ee ee ee ee ee Ee ee ee ee ee ee EE ee ee ee ee ee ee ee ee 64 Figure 5 8 Playing the Weather Report ss sees ss ee ee EE Ee ee ee ee EE ee ee EE Re ee ee ee EE ee ee EE ee ee EE Ee ee ee EE Ee ee EE ee ee ee 66 Figure 5 9 Final Web Weather Diagram ees ee ee ee ee ee ee Ee ee ee ee ee ee ee RE ee ee ee EE ee ee ee ee Ee ee ee EE ee 68 Figure 6 1 Copying Selected Components from NewsWe
27. ee ee EE ee ee Ee ee ee ee ee ee ee ee ee Re ee ee ee ee ee ee ede EE Ee 106 Figure 8 9 Completed Voice Diagram aeieeiaii ee ee ee EE ee RR EE ee ee a aa ee ee Ee ee ee eek ee RE Ee ee ee ee Ee ee 107 September 2013 Copyright 2013 Convergys All rights reserved Vi CONVERGYS An Introduction to Interaction Composer Studio Overview Interaction Composer Studio IC or ICS is Convergys strategic graphical tool for developing interactive voice applications IC uses a graphical flowchart paradigm which turns dialog design into an easier process of drawing a flowchart IC s architecture also provides support for future extensions that enable multimodal application design The IC flowchart tool hides many of the complex details involved in building a voice application allowing an application developer to focus on the high level dialog flow Much of the complexity of an automated dialog deals with user entry timeouts error recovery reprompting schedules and other issues IC defaults these issues to industry standard rules and values allowing the developer to concentrate on the main dialog flow and user experience The developer can still access these dialog details in IC but IC keeps the details out of the way until needed Typically the application developer should use IC initially to define the high level dialog flow without worrying about the details of error recovery and validation The goal of the dialog designer is to make the inte
28. is executed when a maximum count is reached In subsequent sections we will describe how to set the maximum counts for each counter as well as how to configure the specific event handler that is called when that maximum count is reached Here are the definitions of each counter MaxNoMatch This counter increments each time the caller enters an option that is not a valid menu option If the caller enters 7 in the NWS recipe for example that will increment the MaxNoMatch error count MaxNolnput This counter increments each time the caller fails to enter a selection before the entry timer times out If a caller doesn t respond to the menu prompt with any input that event will increment the MaxNolnput counter MaxErrors This counter counts the sum of MaxNoMatch and MaxNolnput errors Either type of error will cause this counter to increment Error This counter counts errors that are neither a MaxNoMatch nor MaxNolnput error These are typically system or programming errors For example a TTS error or a missing audio prompt file will count as this type of error These kinds of errors are usually catastrophic since it means that the system can t play a specific prompt You won t get to set a maximum error count for this condition The max count for this condition is forced to one and you cant change it You will be able to select an event handler for this condition however September 2013 Copyright 2013 Convergys All rights reserved
29. name and SQL query are dependent on which database you use and how the database schema is structured this screenshot has sample text that you can modify later when you set up the actual database and know the correct values e Sample Data Source modify for your own database java comp env persdb e Sample SQL modify for your own select from persdb where ANI 4 Inthe Properties view gt Result Variable field type a variable name that will carry the result of the database query for example CallerRecord It will pass the results of the query to other components 5 In the Row Count Variable field type RowCount That puts the number of rows returned from the database query in the RowCount variable This variable can check whether the query was successful 6 Inthe Error Variable field type DBError That places any error returns in the DBError variable This variable checks whether any errors occurred on the query 7 To the right of the SQL Parameter area click the Append Row button 8 Since the variable name for the SQL Parameter already exists for this sample project click the ellipsis button three dot button on the right of the Expression field In the Expression Editor expand the Document variable folder double click CallerPhoneNo and then click OK i Co Properties 7 2 Problems ial Database Retrieve b ID databaseRetrieve_cabtiv Name RetrievePhoneNo Specify database retrieve attrib
30. place Otherwise we would have to define this process for each menu which could clutter up a voice diagram significantly Better yet it would be great if IC would provide one central place to put handlers for all kinds of commonly occurring events not just errors That would keep our diagrams tidy and make maintenance much easier IC has a solution for these issues and it is called the event handler Errors aren t the only reason to calla common handler routine which is why we call it an event handler rather than an error handler In our DTMF Menu recipe all of the events we want to catch are essentially multiple error retry conditions However that is only a few of the common events that might occur in an application and we would like to centralize all of these types of events in a common place That place is the Event Handler Configuring the DTMF Menu Max Error Counters Click on the DTMF Menu component s Properties view gt Events option on the left You should see four error counters Error MaxNoMatch MaxNolnput and MaxErrors Remember that these four specific parameters are counters not direct routine calls They won t do anything but count the occurrences of a specific error type until a maximum count is reached However when that count is reached they will trigger a call to the event handler that we select This section of our recipe will define how these counters work and how to define the appropriate event handler that
31. that will be played when a caller makes an entry error The messages we define will be played whenever the caller makes a NoMatch or Nolnput error The DTMF Menu component allows us to play different error messages to the caller for each error type Also different messages can be played on subsequent occurrence of the same error by the same caller In all cases a unique error message can be played on each error occurrence with a caller until the maximum error count is reached As you will see the DIMF Menu component has a lot of flexibility as to how you can build an error recovery dialog We need to keep that in mind as we design the error help messages It is a good idea to think through just what you want to say and when you want to say it before starting to configure the DTMF Menu component properties Best practices recommend that we limit caller error retries to three in most menu situations If the caller makes a mistake we want to make that first help message brief If the caller makes the same error a second time that help message can be a bit more detailed If the caller makes a third mistake the third and final error message should explain basically that we are giving up and at this point the caller will exit the DTMF menu component typically to be handed off to a live agent Later in this recipe we will show you how to set the maximum number of entry errors to 3 which is what best practices recommend For now we will build al
32. the details of what happens if we encounter a maximum error condition September 2013 Copyright 2013 Convergys All rights reserved 93 Completing the Event Diagram From our previous error recovery recipe you should remember that the Event diagram is located under the applications gt voice folder This Event diagram will be configured in about the same way as in the last recipe except that we will use two new entry points or event handlers which are different than the DTMF Menu error event handlers we used previously One would think that we wouldn t treat speech menu errors any differently than touchtone entry errors Max errors in DIMF and speech menus have very similar meanings However there are some subtle differences such as the details of what is said in the error prompts didn t HEAR any input vs didn t RECEIVE any input etc We won t necessarily take advantage of these subtleties in this recipe but the extra entry points make sure that we could Launch the default Event diagram by double clicking on the file in the voice folder This process follows the same steps as in the previous chapter so we won t go into as much detail here See Figure 7 11 J Event diagram 3 EZ Voice diagram f N N 7 a B u Error Action D DI E Properties 22 E console Event Process General Define event handler names and event actions Event Action Comments Row Event Name EP Error ErrorAction
33. the escalating prompt sequence it is to be played In the Scope attribute select Nolnput That way this new prompt will play on the first occurrence of a Nolnput error For the Prompt Count accept the default 1 See Figure 7 4 E Properties 23 EN Froblems El Console ae oF amp Collect gt ID collect_fusjax Name SNWSMenu gt General Prompt Grammar Standard Properties Right click to Edit EES id Specify attributes For the prompt group El Promptisroup DeFaulk_1 Comments Prompt Would you like the ne scope Nolnput ooo O Default El Promptsroup Molnput 1 Prompt Count re l A Prompt no text a R ere NoMate RE ociiee Max SpeechTimeout a Figure 7 4 Selecting Scope for Prompt Group After we have changed the scope and prompt count of a prompt group the name of the prompt group will change As in the DTMF Menu the Prompt Group name is defined by a combination of the scope followed by September 2013 Copyright 2013 Convergys All rights reserved 88 the prompt count The Scope is set to Nolnput and the Prompt Count is defined to be 1 so the name of that prompt group is Nolnput 1 See Figure 7 5 Set the Do Reprompt field to true from the dropdown box This means that we will play the Default_1 prompt again for the caller if the first Nolnput error occurs This is helpful because it reminds the caller what their choices are E Properties 23 Problems l Console ego a Col
34. y amp STD Bir OB ke FE wh NM Ex 100 He Package Explorer 2 0 voice diagram 3 A B v lt e Palette b n BasicTransfer N Qp applications GS call L gt Connections je process OD Conditional oe Connection gt voice AsyncEvent diagran G Default gt AsyncEvent icxml General i s5 Event diagram gf Break Mad Gee p_i es Calculate gg Voice diagram G ras Pa KO sa HL config 10 Sa 2 Voice H resources g Collect amp aes Custom Collect S WebContent al E GettingStarted html Services Q Alarm EN Database Call EF Makai Yara Edit Events 4 Event Entry Event Return i gt Figure 8 1 Updated Voice Diagram Now that we have added the base components to our Voice diagram we are ready to explore the new components and ideas that this recipe introduces Our next step is to add Calculate components to the Voice diagram September 2013 Copyright 2013 Convergys All rights reserved 102 Adding Calculate component to Voice Diagram A Calculate component is used to calculate expressions and assign values to variables From the Palette s General drawer add three Calculate components to our Voice diagram placing the Calculate components to the right of the Case component We want each of the three Calculate components to assign a different value phone number to the same variable name depending on which branch is taken from the Case component Label the thre
35. 15 PACKAGING YOUR APPLICATION as ee Ee ee ee Ee ee Ge ee oe EG Re SE GE E GE ee 16 Recipe 2 DTMF Touch Tone Menus skeie ore e N Kees eN ei ed NE Ode W Es ae ee NN Ke be ee de N Ke Ee 18 CREAT THE PROIBE Tas oe ER ee ee Re EE ee GE OE ee Ge Ee ED ES 18 BUN DING THE VOICE DIAGRAM EE RES EO OR GE oie ca GE RE a acu EE ne GE GO EER EE Ge ER EE GE SE EG EG 20 DEFINING THE DT ME MENU PROMPTS wvcssssscscssdenieveacsvencsscecsrpanuewondescancsepaieevsnscavewsepebsowenudsdassuseduswsencsvanaesbbssusscbedseeteies 21 OVERVIEW OF DTMF MENU PROPER TIES sessie sein ees SEE see es ee EG ee be EN Ge Ee ie SG ee Ge Ge ee Ge ie ee ele ee Ge ne oe 21 ADDING PRE AND POST MENU PROMPTS iese Sue GESE SS Oe Ge Ee Se se SR Ee bee be ee Ge Ge Ee See gee Se ed Ges ee ee ee Ge i Se ee ee Ge 22 ADDING MENU PROMPTS ee Ee SERE Se EE GE ee ee GE Ge Ge EG EE sew GE PG EG EG GEE DE EE N EE 25 CONNECTING DTMF MENU EXIT PATHSS es ese ges Ge GES GE ee Ee ee Se Re EG GE EE Se Ee Ee Gee Ge ee EG SE ee Ee EG GE Gee 26 CONFIGURING THE NEWS WEATHERSPORTS PLAY COMPONENTS ees ees see sees see see sees ee ee se ee ee ee ee ee ee ee ee ee ee ee 21 PIA INGO DY do A E A EK EE 28 BE ie dd ROG E OE A E E EE 28 HANDEN MENU ERRERS 2 ooi E A EE E EE EEA EEEE 29 BID INE LS OP 66 ke SR E EE T E 30 Recipe 3 Speech Enabling a Touch Tone Application ee EER Re EER RR ee EER RR REG E E ER R R R Ee GE ER 31 NEW PROIECT SETUP EE RE N KOEN 31 ADDING COMPONEN TS assets iesso sense ie ee ae ee ee ee ek
36. 54 8130 Tel 1 972 454 8130 Eastern hemisphere During normal office hours contact one of the following regional support offices Fax 0161 495 1007 Fax 44 161 495 1007 Fax 0611 184 4444 Fax 49 611 184 4444 Fax 6395 4277 Fax 65 6395 4277 United Arab Tel 04 429 0602 Tel 971 4 429 0602 Emirates Fax 04 429 0601 Fax 971 4 429 0601 After hours support calls If your contract includes after hours support contact National dialing International dialing JUK _ Tel 0208 750 6387 Tel 44 208 750 6387 Note After hours calls are directed to a Support desk where you can record your problem details You will be contacted as soon as possible September 2013 Copyright 2013 Convergys All rights reserved 108
37. Ee ee ee Ge ee de 70 DEFINING ERROR EVENT MESSAGES esse Seer ee see Ee ee ees ae Ge Ge se Ee ee Ge es ne se ese EG ea ee ae ee es Ge 12 OP Te ey NEPAD ARE OE EE OE ER KO N OE EE ES NE EE RE N 17 CONFIGURING THE DTMF MENU MAX ERROR COUNTERS esse see see see sees ees ees see ee see ee ees ee ee ee ee ee ee ee ee ee ee T1 SPECIFYING THE EVENT HANDLERS FOR EACH ERROR CONDITION ccccscccsccssccsscceccesceuccesscuscenccesseuscesccesseuscesees 79 SETTING THE MAXIMUM ERROR RETRY LIMIT ee ees esse sees see se ee see ee ee ee se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 80 COMPLETING THE EVENT DIAGRAM ae sesse See RE Se ee Ee Geo eie Dee ee E ed Go E Re Ge ee ee e be ii ge 80 DEFINING THE NEW EVENT ENTRY COMPONENTS ccccsccssccssccnscesccscenccenccsceuccesscesseuccesscessescsesccessecsesscussecsenseuss 82 FINAL NOTES FOR APPLICATION COMPLETION ccccscccssccsccssccucccsccusceucccsccsceuccesseesseuccesccesseussesscussessenscusseuccenseuss 85 Recipe 7 Best Practices Error Recovery for Speech NewsWeatherSporlts ccccsssssessesseessesnees 86 WHAT THE ERROR RECOVERY FOR SPEECHNEWS WEATHERSPORTS APPLICATION DOES scceecesscsscescscescessens 86 WHAT DOES ERROR RECOVERY ACTUALLY MEAN cccccccceccseccceccssccncccuccusceuscesccuscescesscescesscesseussesscusceuscenscusceuscs 86 DEVELOPING THE CALL FLOW vsssccccsassccdensnscasaranncsgaennancoatdaead Ge Ge ee Gee Ee Ee Ee ee Ge Ee Ee SE BOE ee OE EE Ge GE Ge S
38. Ee ee ee ee ee EE ee ee ee 96 Figure 7 16 The Updated Event Diagram ees sesse ee ee ee ee EE Ee RE ee ee Ee ee ee ee Ee ee ee RE ee ee ee Ee ee ee ee RE ee ee ee EE ee 97 Figure 7 17 Transfer Component Added to the Event DiagraM sees ese eek EE ee ee EE Ee ee ee Ee ee ee RR ee ee ee ee 97 Figure 7 18 Final Event Diagram ees sees ss ee ee ee ee ee ee ee ee Ee ee Ee ee ee ee ede EE ee Ee Re ee EE ee ee EE ee ee Ee ee ee EE ee ee EE ee ee EE ee ee ee 98 Figure 8 1 Updated Voice DiaQram cccccccssssceccccceeeecccceeeecececauuseceeseusuececsauueeeeessauseeeessausseeeeessuseeeessaaaeeess 102 Figure 8 2 Adding the Calculate Components ccceeeecccceeceeeeseeeeeeeeeeeaeeeseeeeeeeeeseeeeeeeeeeeessueeeeeeeeessssaeaaaeses 103 Figure 8 3 Completing GetNewAcctInfoExtension Calculate Component ccseeeeeeeeeeeeeeeeeeeeeeeeeeseaeaeees 103 Figure 8 4 Completing GetLoanExtension Calculate Component cseeeeeeeeeeeeeeeeeeeeeeeeeeeeaeeseeeeeeeeeeesaaanes 104 Figure 8 5 Updated Voice Diagram with Calculate ComponentS iss ees ee EE Ee ee ee EE ee ee ee Ee ee ee ee RE ee 104 Figure 8 6 Adding in Transfer Component sees ee EE ee ee Ee ee ee ee ee ee ee ee ee Ee ee ee ee Ee ee ee ee ee ee ee ee ee 105 Figure 8 7 Labeling Transfer Component ee ee EE ee ee ee Ee ee ee ee ee ee ee Ee ee ee ee Re ee ee ee Ee ee ee ee ee ee 105 Figure 8 8 Completed Transfer Component
39. Endpoint diagram setTimeout diagram ET getCityForecastBy IP diagram E EE getCityweatherBy ZIP diagram o bee getWweatherInformation diagram H E voice Cancel Figure 5 6 Selecting the Weather Subroutine This list of subroutines is essentially the same list as the diagrams in the Package Explorer earlier September 2013 Copyright 2013 Convergys All rights reserved 62 For this sample application project that reports the current weather select the getCityWeatherByZip diagram subroutine and click OK IC does the following e Populates the ZIP Description field e Populates the Parameter Name column with the parameter ZIP IC will try to populate the passed subroutine parameters whenever it discovers them In the Subroutine Call s Result Variable field tyoe CurrentWeather This variable holds the weather data that comes from the web service In the Value column of the row for Zip enter the value Zipcode result Save the project To the right of the Result Variable field click the selector icon Confirm that you have defined your subroutine input and output variables a Expand the Document Variables folder You should see two document variables CurrentWeather and Zipcode If CurrentWeather is not there go back and save the project b On the Variable Selector window click Cancel Connect the GetZipcode component to the GetWeather component This is a default connection When the w
40. Error Prompts For now we can see that if the caller keys in an invalid option Prompt Group NoMatch_1 will be played The second time the caller inputs an invalid option Prompt Group NoMatch_2 will be played The third time the caller keys in an invalid option we should reach the Maximum Error count and exit the DTMF Menu component We dont need to define a third error prompt in the Menu component as we will play that prompt in an external event handler which we will describe in the next section September 2013 Copyright 2013 Convergys All rights reserved 76 The Event Handler Now that we have defined the initial error processes and messages for our menu we need to define what happens when the caller can t get their menu selection right even after three tries We might want to transfer the caller to a live agent or perhaps verify that this customer has enough value to merit a live agent Perhaps we could send the caller to a separate speech input menu and prompt the caller to speak their choice instead of using the phone keypad for the selection No matter what we do to recover from multiple menu errors it is likely that we will want to define a similar process for most of the menus in our application In this recipe we only have one DIMF Menu but in a large application there can be dozens of menus It would be nice if we could define a standard maximum error handling process for all of the menus in an application in one
41. Event Names properties by default Error Menu Error Menu Timeout Collection Error Collection Timeout and Host These names comprise the six standard entry points for the Event diagram The default actions for all of the Event Names are defined as ErrorAction by default For this recipe we will only be concerned with three Event Names Error Menu Error and Menu Timeout Remember that these are the names of the events that we defined in the NewsWeatherSportsMenu Voice diagram Event diagram 2 3 lt e Palette b amp c hr 2 Connections 4 CE Conditional Connection Ex E P ErrorArtan General HE gf Break E Callate gt Voice a g Collect Es EE Lo Services 9 g Alarm id Mi gt Py es Soe i 29 n E E Properties 2 fi Problems GJ Console Event Process gt ID eventProcess_zutmay Define event handler names and event actions General Comments Row Event Name Event Action a e Error ErrorAction Er Menu Error ErrorAction a Menu Timeout ErrorAction Em Collection Error ErrorAction x Collection Timeout ErrorAction EF Hast ErrorAction Figure 6 12 Default Event Process in the Event Diagram Note For more complex applications you don t have to stick to the six standard entry points These standard Event Names are not the only event handlers we can define The Event Process component allows you to add more custom event names and EventActions if you like Begin b
42. General Events Specify Prompt Attributes Comments E PromptGraup DeFault 1 Prompt Welcome to the Type TTS Debugger Prompt Please enter the Expression Please enter the zip code of the area For which you want the curr aa Fallback Text Figure 5 5 WebWeather Application September 2013 Copyright 2013 Convergys All rights reserved 61 Calling the Weather Subroutine To call the library subroutine to get the current weather report 1 Inthe Palette open the General drawer 2 Adda Subroutine Call component to the right of the GetZipcode component on the diagram and label it GetWeather Select the GetWeather Subroutine Call component In the Properties view gt General option click the entry selector icon to the right of the Subroutine Name field white square with a green arrow pointing to the upper right The Subroutine Entry Selector window opens 5 Expand the WebWeatherServices gt subroutines gt process folders See Figure 5 6 Getzipcode Getweather IR Fe E Properties x St Problems EJ console aal Tm Subroutine Call gt ID subroutineCall_vazpev Name GetWeather General Select a Subroutine Diagram Comments Subroutine Nam subroutine Entry Selector Debugger Subroutine Diagrams Result Variable Select a Subroutine Diagram el H E webweakher Specify Parameter El webWeatherSvc ean B E subroutines H E call H 2 process _set
43. General option gt Prompts tab gt Event subtab Then right click in the Event area and click Add a new event prompt group See Figure 6 3 Properties 23 Problems El console ee O A DTMF Menu gt ID dtmfMenu vopwah Name NewseatherSportsMenu Ft General Menu Prompts Standard Properties Events Right click to Edit Comments Leading Trailing Event Add a new event prompt group l sm Figure 6 3 Adding an Event Prompt Group The Prompt Group name will automatically be generated for you When a Prompt Group is initially created in the event window you won t see that groups attributes to the right of the prompts box You must click on a Prompt Group name in the box to highlight it and then the attributes for that group display Click on our first Prompt Group name Prompt Group Nolnput_1 and that group s attributes display Note that the Prompt Group is automatically named Nolnput 1 The name is defined by a combination of the Scope error type attribute followed by the Prompt count Changing the Scope and Prompt Count attributes in the fields on the right will change the Prompt Group name in the Event box September 2013 Copyright 2013 Convergys All rights reserved 73 You should set the attributes for the first Prompt Group as shown in figure 6 4 C Properties 23 Problems EE Console s HR 6 DTMF Menu gt ID dtmfMenu vopvah Name NewsWeatherSportsMen
44. Intelligent Voice Portal version 6 7 Interaction Composer Cookbook 60001693 September 2013 CONVERGYS Trademarks Copyright 2013 Convergys All rights reserved Convergys refers to Convergys Corporation or any of its wholly owned subsidiaries Outthinking Outdoing is a registered service mark of Convergys Convergys the Convergys logo Edify Voice Interaction Platform Edify Electronic Workforce EVIP Intervoice InVision Media Exchange and RealCare are trademarks and or registered trademarks of Convergys in the United States and or other countries including but not limited to in Chile China Costa Rica Guatemala and Honduras where Convergys is a registered trademark Parts of the described systems may be covered by one or more issued or pending U S or other patents All other trademarks not owned by Convergys that appear in this document are the property of their respective owners who may or may not be affiliated with connected to or soonsored by Convergys or its subsidiaries If Customer is a U S Government user the System Software Functional Specifications and or Documentation are provided with RESTRICTED RIGHTS Use duplication and disclosure by the U S Government are subject to restrictions as set forth in Federal Acquisition Regulation FAR clause 52 227 19 c 2 or successor regulation thereto Manufacturer is Convergys Corporation or its subsidiaries 201 East Fourth Street Cincinnati Ohio 45202 The
45. Menu Error ErrorAction Menu Timeout ErrorAction Collection Error ErrorAction EP Collection Timeout ErrorAction Host ErrorAction Figure 7 11 Default Event Process in the Event Diagram From the Events drawer add two new Event Entry components into the Event diagram These will be to handle the new Collection Error and Collection Timeout error conditions When we configured the Collect component s error counters we lumped all of the errors that indicate some kind of user action into one category the Collection Error We also set the Collect component such that if we never get any input from the user we will call the Collection Timeout error Figure 7 12 shows this step September 2013 Copyright 2013 Convergys All rights reserved 94 Event diagram 3 Yoice diagram Error Action D DI Figure 7 12 Adding Event Entry Components to Event Diagram Configuring the New Event Entry Components Now that we have added in the two new Event Entry components we can integrate them into the Event diagram Select the Event Process component in our diagram In the Properties view go to the Event Name s Collection Error and Collection Timeout entries and configure the Event Action properties Set the Collection Error event action to CollectionNoMatch and the Collection Timeout event action to CollectionTimeout See Figure 7 13 E Properties 23 Al Problems EJ console w Event Process gt ID eventProcess_cozpe
46. Notice the red and green arrows on the voice diagram This shows the direction of the components In this case NewsWeatherSportsMenu is highlighted Direction into this component is via Voice Begin Direction out of the component is via Play components News Weather Sports or Goodbye A s mm A i Z Voice diagram Voice diagram 25 gt News File gt of Cut Weathe 9 Delete Copy ind Format gt he F Show Properties View Goodbye er Figure 6 1 Copying Selected Components from NewsWeatherSports Voice diagram i A Fz VYoice diagram n3 wWalather NewsWeathersSsporteMenu 7 Sports Goodbye gt x Pi DefaultError Figure 6 2 Components Pasted into ERNewsWeatherSports Voice Diagram This new Voice diagram already has all of the main menu prompts and properties defined since they were all copied from our original DTMF Menu diagram All we have left to do is add the error recovery dialog flow and we will be done Most of this work will be just setting the properties in the NewsWeatherSports Menu component Notice again the green arrows on NewsWeatherSportsMenu Notice also that there is no red arrow The red arrow will appear after VoiceBegin and NewsWeatherSportsMenu are connected September 2013 Copyright 2013 Convergys All rights reserved 71 Defining Error Event Messages The first step in designing an error recovery dialog is to define the individual messages
47. OE ke N ee Ge ee EE AE oe ed OE oe EG oe ee 32 ENTERING THE COLLECT COMPONENT PROPERTIES ees ese ee sees sees see ee ee ee see ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 33 ERROR HANDLING IN THE COLLECT COMPONENT ee ees ees see sees see se ee see se ee se ee see ee ee ee ee ee ee ee ee ee ee ee ee ee ee 33 COLLECT COMPONENT AND GRAMMAR BUILDER ee ee sees see sees see ees se ee see ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 35 COLLECT COMPONENT REFERENCING A GRAMMAR ee ees ees sees see see se ee see ees se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 38 COLLECT COMPONENT GRAMMAR PROPERTIES cccccsccssccsccsccusceuccesccucseuccesceusceuccusceusceuccesceucsesceussecsesseusseuscenceues 38 CONFIGURING THE CASE COMPONENT ccccscccscccssccucccsccsceuccesccscesccessecseuccescesceuccescecsenscessessesccusseecsenseuseescenceues 39 COPYING A PARTIAL VOICE DIAGRAM ees ees see sees se ee se ee see ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 40 CONNECTING THE COPIED COMPONENTS esels esse ele ee ee Ge eie Si ere Ge ee ee Se panied no ee ee EE ie ee ie bee 41 EPROR HANDLING IN COLLEC T orenen E Ee 41 September 2013 Copyright 2013 Convergys All rights reserved ii CONVERGYS Recipe 4 Personalization and Databases iss RR ee EER RR REGEER RR RR REGEER RR KERE EER RR Rae EER RR N Rae EER RR Rae EER RR 43 OVERVIEW OF THE PERSONALIZATION RECIPE ees ese sees
48. S TYPES OF TRANSFER ccccceccssccssccnccsccusceuccusccusceccenccescesceuccesceuscensseeseuscenccesceussensees 100 WHAT IS THE PURPOSE OF THE CALCULATE COMPONENT ccccccccsccceccsccucccuscenscesccescesccesceuscenssesceuscenccesceuscensees 101 DEVELOPING CALL BEOOG ES Ee ee De N GE 101 ADDING PLAY COLLECT AND CASE COMPONENTS TO VOICE DIAGRAM cccccsscceccsccssceeccescescesccescenccesseuscensees 102 ADDING CALCULATE COMPONENT TO VOICE DIAGRAM ees ee ees see see sees see ee se ee ee ee ee ee ee ee ee ee ee ee ee ee ee 103 DEFINING THE CALCULATE COMPONENTS PROPERTIES cccccscccssccsccscccccnccesceuccenccusceueseuscuscensseeseussenceesceuscencees 103 ADDING A TRANSFER COMPONENT TO THE VOICE DIAGRAM ees see sees see ees sees see ee se ee see ee ee ee ee ee ee ee ee ee 105 COMPLETING THE TRANSFER COMPONENT ee ees esse see see see ees se ee ee ee ee se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 106 MAKING THE FINAL CONNECTIONS TO THE COMPONENTS ee ees ees see sees see ees se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 106 FINAL NOTES FOR APPLICATION COMPLETION ees ees see sees see see sees see ee se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 107 September 2013 Copyright 2013 Convergys All rights reserved iv CONVERGYS Table of Figures Figure 1 1 Creating a new application project ee RE EE EE ee EE Ee ee ee Ee ee ee ee EE ee ee ee Ee ee ee EE EE ee ee ee EE ee ee 1 Figu
49. Web Services Recipe Does This recipe builds an application that will report the current weather at a user s location When the system answers the call e The application will prompt the user for a zip code to determine their location e The application then calls a web service to provide a current weather report for that zip code e The weather report text is extracted from the web service weather object and played to the user through text to speech The Web Services Wizard This recipe explains how to use the ICS web services wizard to develop a set of library routines to access a web based current weather report and forecast for any U S zip code You must enter the URL of the web service WSDL document and the wizard completes the request A web service uses standard web protocols to provide dynamic information over the web A web service defines the information that it can provide using a web document written in a dialect of XML called WSDL Web Services Definition Language Typically the WSDL document is available on the web so it can be downloaded by any process wanting to access that web service The WSDL document describes the details of the service interface and is designed to allow an automated process to discover the access methods for the service and create the processes required to access those services This is also what the Interaction Composer web services wizard does If you point the web services wizard to a WSDL doc on th
50. ace outside the text box To label an existing pipe that doesn t have a label a Select the connection by clicking on it and start typing A label will appear b Continue typing To edit an existing connection label a Select the connection and press F2 b Start typing to delete the old label or click inside the blue highlighted box to insert a change September 2013 Copyright 2013 Convergys All rights reserved Automatically Arranging the Diagram When adding icons the alignment may not be exact To automatically align or rearrange the icons 1 On the toolbar click the Arrange All button Figure 1 10 Figure 1 10 Arrange Button The icons align See Figure 1 11 mm g Bila 4 gt Ee SE Ga E od Voice diagram x f T Y Hellawyarld Figure 1 11 Auto Arrangement September 2013 Copyright 2013 Convergys All rights reserved 10 Prompt Types Finally create a prompt on the Play icon 1 Left click the Play icon and its Properties view appears below the diagram window see Figure 1 12 Tip You may need to raise the view divider above the Properties view 4 i a Voice diagram 25 Hellav orld gf Play gt ID play_cuzzoq Name HelloWorld Prompt Standerd Events Right click to Edit GEE E Prompt Group Specify Prompt Attributes Debugger P EES Type Message Dil n O Fallback Text o O O Specify a condition or mark a Bargeln occurrence For
51. al Cenu Y prompts Standard Properties Events Right click to Edit Specify Prompt Attributes Menu G N Weather Sport Comments enu Group News Weather Sports Type TTS Debugger Menu Item Mews Menu Item weather Press one For News Menu Item Sports Set the System Message sequence to play before or after the prompt or to never play Play System Message v Fallback Text Specify attributes for the menu item News GEED J Condition true Figure 2 8 Creating Menu selections 9 Right click Menu Group and from the options select Add a new menu item 10 Left click Menu Item no name and configure the following e Type TTS e Expression field use single quotes and enter Press two for Weather e Menu Item Name Weather e DTMF Key field 2 11 Right click Menu Group and from the options select Add a new menu item 12 Left click Menu Item no name and configure the following e Type TTS e Expression field use single quotes and enter Press three for Sports e Menu Item Name Sports e DTMF Key field S September 2013 Copyright 2013 Convergys All rights reserved In the Menu Group Name field type News Weather Sports You can copy and paste this name mavoo ba ba 29 Connecting DTMF Menu Exit Paths To connect the component icons to represent the dialog flow 1 2 Click the connection pipe between the Voi
52. all after three presentations of the menu prompt The caller s phone microphone may be on mute or some other issue This condition is often treated differently than the other caller input max error conditions On the SNWS Collect Menu component go to Properties view gt General option gt Standard tab On this tab you will see where you can set the four maximum count limits for the four counters Max Errors Max No Input Max No Match and Max Speech Timeout Remember that the fifth counter called the Error counter counts system errors and it s max count is not configurable as it is always set to one therefore Error is not in this list Figure 7 10 shows the Standard tab settings after we have completed setting all of the fields Properties 3 2 Problems sd O g Collect gt ID collect gabzec Name SNWSMenu General Prompt Grammar Standard Properties Events Specify standard collect attributes Comments Field Name Debugger Slot Mame sary Result Variable ManuPesul Input Made soice Max Errors Max Mo Input Max Mo Match Max Speech Timeout ea foo oa oo lt lt ee t t HI MI t Fallback true Figure 7 10 Defining the Maximum Number of Errors Setting the counter maximums and event handler associations for each counter completes the work we need to do in the Collect component for this recipe The remaining work will be done in the Event diagram which will let us define
53. all control diagram you must configure the Dialog component to indicate which voice diagram to execute after answering the incoming call For the other components leave the default configurations 1 Left click the Dialog component The Dialog Properties view displays See Figure 1 16 iit Interaction Composer HelloWorld applications call Call_HelloWorld diagram Interaction Compos Sele File Edit Diagram Wavigate Search Project Run Window Help Tek Bie O Q i wx EEL E Fi interaction c mm SI B At BEAST as t Package Exp 2 am es Voice HelloWorld diagram Call_HelloWorld diagram RS HelloWorld gt fg applications HS cal EE process HLS voice L config lL debugger El resources ELE scripts Dialog gt ID dialog_yirseq gt WebContent E Properties 3 2 Problems General Specify dialog start attributes Events Type application yoicexml xml Comments Debugger Mame List Result Variable E 9 Invalid Field Please enter a value For Source Figure 1 16 Call Control Diagram 2 Inthe Properties view be sure the General option is selected In the Type field accept the default 4 Inthe Src field for Source click the down arrow A list of available voice diagrams is displayed For this sample project you have created the Voice _HelloWorld project so that diagram name should be displayed in the list 5 Select that Voice_HelloWorld diagram option 6 From
54. and the enterprise must design prompts that guide a caller to speak from a list of words and phrases that the speech recognition engine has been programmed to recognize for each specific prompt This is known as directed dialog Typically designers and developers try to constrain a caller s reply to a prompt by explicitly stating the available choices For example a prompt that plays Would you like your account balance or a transfer of money produces a more predictable response from the caller than How may help you They must also carefully design and develop grammars that can cover a range of possible caller responses to a prompt A well designed script generates greater speech input accuracy The list of expected words and phrases is called the grammar When callers frequently use words or phrases that aren t in this grammar designers and developers can add them to the system The grammar is a text file coded in an XML format called GRXML Grammar files usually with a grxml filename extension can be stored in the following e Locally in the IC application or library project e Remotely at an alternate location on the same server or on a separate server To access these grammars a fully qualified HT TP based URL that is visible to the VoiceXML Browser is required e Inthe speech engine internal grammars e VoiceXML Browsers also allow grammars to be coded inline in VoiceXML Note VoiceXML Browsers and speech engines t
55. are registered trademarks of Oracle and or its affiliates Other names may be trademarks of their respective owners September 2013 Copyright 2013 Convergys All rights reserved CONVERGYS Table of Contents ONER VM ARE OE N OO ato nen DA OE EN OE EE eels as dap ace EE RE N HEN VII WHY SHOULD I READ THIS COOKBOOK ee ees ees see sees see ees se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee VII OVERVIEW OF DEVELOPING PACKAGING AND DEPLOYING ee ees ees sees see ee se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee VIII Recipe 1 Creating Your First IC Application Hello World ees ee RR RR EE RR RR RE R RR RR EER RR KEER RR RR EER ER RE 1 CREATING AN APPLICATION PROJECT osse SOEN ee eb ee Bi tees se Go DiE oe ie Ee De Se ie SEA BOS Gee Se oe De Ee ee ke ee DOE Ge ie 1 COREA ING LINE VYOLE DIAGRAM cesses sie SO Ne ES GE Re Ge BOE Ge ERG OO oe SEGE Dee EE DE Ee Se ED IE mesh 4 ADDING A PLAY COMPONENT TO A DIAGRAM ees ese ee see sees see se ee see ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 7 AUTOMATICALLY ARRANGING THE DIAGRAM ees esse es ees see se ee se ee se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 10 ROSA hy EE RE EE EA OE RE EE RO EE OE 11 CREATING A CALL CONTROL DIAGRAM oi se SE RE oe Ge Ee ee GE ee oe ee Ee Ge Ee ee OE Ge ee EG ee 14 LINKING THE VOICE DIAGRAM TO THE CALL DIAGRAM ees ees sees se ee se ee ee ee ee ee se ee ee ee ee ee ee ee ee ee ee ee ee ee ee
56. atherSports Voice Diagram iis sees RE ee 71 Figure 6 2 Components Pasted into ERNewsWeatherSports Voice Diagram sees sesse ee ee ee ee Ee ee ee 71 Figure 6 3 Adding an Event Prompt Group uses Kn n es N ee ed ON GR ee Re ER WE 73 Foe cA Nanput 1 Promp GOD aa ER aa ee ee Ee ee Re ere 74 Figure 6 5 Defining a new Event Prompt cccccseccccceseseeceseeecseseeeceaeeeceaaeeeecsaaeessuaeeessaueeessageeessaageeesseeessaass 15 Figure 6 6 Completing the New Event PrompE eise esse ee ese ee ee ee EE Ee ee ee ee ee ee ee ee ee ee EE Ee ee ee ee RE Ee ee ee ee ee Ee EE ee ee 75 Figure 6 7 Completing the Second Prompt Group iese esse ee ee EE ee ee ee RE ee ee ee ee ER ee ee ee ee ee Ee ee ee ee ee ee EE ee 75 Figure 6 8 The Completed Set of Error Prompts iese sesse ee ese ee Ee ee ee ee ee Ee ee ee ee ee Ee Re ee ee ee RE ee ee ee ee ee ee Ee 76 Figure 6 9 News Weather Sports Menu Error Events iis ees ese ee ee see se ee ee ee ee ee ee ee ee ee ee ee ee Ee ee ee ee ee EE ee ee ee 78 Figure 6 10 Selecting the Event Handlers for the Errors iese ees see ee ee ee se ee ees ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee EE ee ee 79 Figure 6 11 Defining the number of ErFOFS ees sesse ee ss ee se ee EE ee ee Ee ee ee Ee ee ee ee EE ee ee RE ee ee ee Ee ee ee ee RE Ee ee ee ee ee 80 Figure 6 12 Default Event Process in the Event DiagraM sees sees ees ees ee ee ee ee ee ee ee ee ee e
57. back Text field is not activated for TTS It is only used if the prompt is an audio file and the system can t locate the audio file Then the system will use the fallback text to render TTS Note The Condition attribute field allows the developer to select which set of leading prompts will be played when under control of an external variable Note The leading prompt list is played only once If the overall menu is reprompted because the user didn t make a selection Nolnput error or selected an invalid entry NoMatch error the replay will skip the leading prompt and start with the menu selection prompts For a Trailing prompt 1 Inthe left pane select the Trailing subtab Note The trailing prompt is always played after the menu selection prompts even when there is an error reprompt In the Trailing area right click to get the options Select Add a new trailing prompt similar to Figure 2 4 except that you select Trailing tab Note A Prompt no text entry is added to the Trailing edit area The trailing prompt does not support a prompt group so you cannot define a list of trailing prompts just a single trailing prompt 4 Inthe Trailing area select Prompt no text see Figure 2 6 September 2013 Copyright 2013 Convergys All rights reserved 23 General Events Right click to Edit comments Leading Ewent Debugger Specify Prompt Attributes Type Message ID wt Prompt no text Create Specify a
58. btain the caller s phone number from the caller ID information After the call control program has the caller s phone number pass the phone number to the Voice diagram for further processing To associate the Call Control diagram with the Voice diagram 1 Inthe Gall Personalization diagram click the Dialog icon to select it 2 Inthe Properties view gt Src field select the Voice_Personalization diagram This indicates to the call control diagram which voice diagram to execute after answering the phone 3 Save the application project This should clear the red x errors from your call control diagram To assign a variable name to the callers phone number ANI 1 Inthe Call Personalization diagram click the Call Begin icon 2 Inthe Properties view gt ANI Variable field enter a variable name such as CallerPhoneNo no quotes Tip Copy CallerPhoneNo from this text because you ll be pasting it into several fields Note ANI stands for Automatic Number Identification It will be the caller s phone number which is part of the Caller ID data passed during the ringing process Note This sample project won t use the DNIS information in the Caller ID so you don t need to assign DNIS a variable name DNIS stands for Dialed Number Identification Service which lists the phone number that the caller dialed See the Properties view in Figure 4 1 September 2013 Copyright 2013 Convergys All rights reserved 44 September 2013
59. cation It prompts the caller for their zip code and then calls the WebWeatherSvc library to get the live weather report for that zip code area The following steps for collecting a caller s zip code are broad guidelines For detailed steps see the DTMF collection example in the Personalization recipe In the WebWeather application project create a Voice_WebWeather diagram See Recipe 1 Add a Collect component that will collect the caller s zip code and label it GetZipcode Connect the VoiceBegin component to the GetZipcode component September 2013 Copyright 2013 Convergys All rights reserved 60 7 Inasingle Prompt Group add two TTS prompts e Text for first prompt Welcome to the weather application See Figure 5 5 e Second Please enter the zip code of the area for which you want the current weather report 8 Select the Grammar tab As in the Personalization recipe the grammar attributes are e Mode field select dtmf e Weight 1 0 e URL builtin dtmf digits length 5 Note The digit length is set to 5 for a zip code instead of 4 as in the Personalization recipe 9 Select the Standard tab In the Result Variable field type Zipcode 10 In the Input Mode field select dtmf 11 In the Slot Name field enter MEANING 12 In Events option gt Error select Inline Voice WebWeather diagram 3 am GetZipcode aK E ka T EE E Problems EE Console a 0 4
60. ce Begin and End icons Hover over the handle on the terminating end of the pipe Voice End icon to get cross hairs then click and drag the pipe to the DIMF Menu icon Select the DTMF Menu component and then hover the cursor over it until an attachment connector appears Drag the DTMF prompt connector handle to the News Play component A pop up menu displays with two options see Figure 2 9 Mews 2 Create Default Connection 4 Mews weater sports HIEFLI ME GA Create Conditional Connection Figure 2 9 Connecting menu selections Select Create Conditional Connection A second pop up menu displays Note Typically use the Default Connection for error exits or other conditions out of the normal dialog flow For more information see a later recipe or the Interaction Composer User s Guide For the News Play component select News from the pop up menu If you don t see the News pop up menu confirm that you created all the menu prompts on the previous page Hover the cursor over the DTMF Menu component until an attachment connector appears Drag the DTMF prompt connector handle to the Weather Play component Select Create Conditional Connection Select Weather Repeat steps 5 through 8 using the Sports branch Note As each branch is connected and you select one of the pop up Menu Item names that name is removed from future pop up lists September 2013 Copyright 2013 Convergys All rights reserved 26 See F
61. cxml http actions 4xisSSLSocketFa j chory initialize var locator new Packages WebWeathersvc WeatherLocator var Service iF ws getWeatherSoap endpoint undefined Figure 5 3 Process Diagram for the Web Weather subroutine In the diagram notice that the wizard generated two outcomes for the process subroutine e success path e error path 9 To use this subroutine expand the WebWeatherSvc gt subroutines gt voice folder and open the Voice diagram 10 On the Voice diagram add a Subroutine Call component 11 When you connect that Subroutine Call component to subsequent components in the main diagram you will see two choices for the connection a success connection and an error connection IC automatically configures the exit paths of subroutine components to match the number of outcome paths in the subroutine The Properties view of the subroutine displays the auto generated JavaScript code that the wizard created to access the various Java classes provided in the weather service To see the actual Java code that the wizard created for the weather services 1 Inthe Package Explorer navigate to WebWeatherSvc project gt src folder gt WebWeatherSvc folder 2 Double click each java source filename to view the Java source for the various methods Tip In a live application there may be delays before the weather web service returns the weather report data You may have to modify the web services Tim
62. d General Define event handler names and ewent actions Comments Row Event Mame Event Action Error ErrorAction Menu Error ErrorAction a Er Menu Timeout ErrorAction Em Collection Error CollectionNoMatch Er Collection Timeout CollectionTimeout Hast ErrorAction Figure 7 13 Event Process Component with Customized Errors Actions September 2013 Copyright 2013 Convergys All rights reserved 95 Now we can connect the Event Process component to the Event Entry components and select the appropriate connector for each type of error path Figure 7 14 shows the path selection mechanism and Figure 7 15 shows the completed connections eS Event diagram s b voice diagram O L 2 f CollectionMoMatch CollectionTimeout Erroraction D DI Figure 7 14 Connecting Event Entry Components to Event Process Eyvent diagram 25 B Voice diagram TT CalectionHaMatin eo CollactionT irrecut D 9 Figure 7 15 The Completed Event Entry Connections au September 2013 Copyright 2013 Convergys All rights reserved 96 Now add the Play components for each error path that will notify the caller of the specific problem that was encountered and what we are going to do about it Label the NoMatch Play component DidNotUnderstandInput and the Nolnput Play component NolnputReceived Remember that you can label a component on the diagram by pressing F2 or by selecting that comp
63. d the Transfer Component What the Basic Transfer Recipe Does In previous recipes we showed you how to use the Transfer component to transfer a caller to an operator if they were having trouble In this recipe we will use the Transfer component a bit differently We will be doing transfers but it won t be because the caller has made too many mistakes This recipe sets up a fictional bank called Your Hometown Bank with three departments e New Accounts e Loan e Customer Service Our recipe will allow the caller to choose which department they want to transfer to essentially automating the job of a receptionist This type of application is often called an automated attendant and is quite common in many retail businesses This recipe introduces the Calculate component as well as the Transfer component We also make use of the Play Collect and Case components which have been covered in previous recipes What does Transfer Actually Mean Transfer means that the caller is going to be connected with another party The party can be a call center agent customer service representative or even another voice response application For example imagine that you want to get information on opening a new bank account You simply call the phone number associated with the bank s voice response application You will then most likely hear a greeting followed by a list of options If you select the open new bank account option the voice respo
64. de ee ee EE ee ee GE ee ee ee 81 Figure 6 13 Adding Event Entry Components to Event Diagram ees sesse ee sesse ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 82 Figure 6 14 Event Process Component with Customized Error AciONS ees ee ee ee ee ee ee Ee ee ee ee ee ee 82 Figure 6 15 Connecting Event Entry components to Event Proces esse ees ees se se ee ees ee ee ee ee ee ee ee ede ee ee ee 83 Figure 6 16 Connections Completed iii ee ee EE ee ee ee ee ee ee EE Ee ee ee ee AE ee ee ee ee ee ER RE ee ee ee ee EE ee ee ee 83 Figure 6 17 Updated Event Diagram iese ee EE RE RE EE ee ee EE Ee ee ede RE Ee ee RE ee ee ee EE ee ee ee EE ER ee ee ee ee ee EE Ee 84 Figure 6 18 Transfer Component Added to Event DiagraM iese ese ees ee ee ee ee ee ee ee Ee ee ee ee ee ee ee ee ee ee ee EE ee 84 Figure 6 19 Completed Transfer Component Added to the Event Diagram ccccccccecesssseeeeeeeeeeaaeneeeeeeees 85 Figure 6 20 Added Voice End Component to the Event DiagraM ees sesse sesse ese ee ee ee ee ee ee ee ee ee ee ee ede ee 85 Figure 7 1 Copying Components from Speech NewsWeatherSports Voice Diagram iis renn 87 Figure 7 2 Pasted Components into ERSpeechNewsWeatherSports Voice Diagram sees see esse se ee ee 87 Figure 7 3 Adding an Event Prompt GrOUD sesse esse ee ee EE ee ee ee AR EE ee ee ee a a ee ee ee ee ee RE ee ee 88 Figure 7 4 Selecting Scope for Prompt Group
65. de of system and other hopefully rare errors that may occur for which we don t have a specific strategy For Menu Error tyoe MenuNoMatch to replace Error Action For Menu Timeout tyoe MenuNolnput to replace Error Action There are no predefined names for these actions so you must type the name See Figure 6 14 Properties 23 E Problems EE Console Event Process gt ID eventProcess_zutmay General Define event handler names and event actions Comments Po Event Mame Event Action En Error ErrorAction se ME ee MenuNoMalch Menu Timeout bWenuMolnput En Collection Error ErrorAction En Collection Timeout ErrorAction Es Hast ErrorAction Figure 6 14 Event Process Component with Customized Error Actions Once the Event Actions for MenuNoMatch and MenuNolnput have been defined they can be used in the event diagram Each unique Event Action will be presented to us as a possible connector from our Event Process component when we begin connecting it to other components in the event diagram September 2013 Copyright 2013 Convergys All rights reserved 82 Click on the Event Process component and connect it to one of the newly added Event Entry components You will see a connection selection menu when you add the connection See Fig 6 15 Select the MenuNoMatch option Then you can connect the Event Process component to the other Event Entry component and select the MenuNolnput selection Voice diagram Eve
66. e In the System Message field specify a system message to be played For example a system prompt of the word Press could be prepended to a prompt that plays one for News Prompts tab Defines three additional types of prompts that can be spoken in association with the main menu selection prompts You can use audio files or TTS rendered text O Leading Prompt When the menu is executed this prompt plays before the system lists the menu options For example the system might play Welcome to the News Weather and Sports line before it plays Press one for Trailing Prompt Played after the last menu option is played For example Press 3 for Sports Then the trailing prompt is played Please make your selection now Note If the caller makes a menu selection and barge in is activated which it is by default all unplayed menu options as well as the trailing prompt will be skipped Event Allows you to specify prompts to be played if an error prompt is specified and either of the two main error events Nolnput or NoMatch occurs Standard tab Provides the developer with more options for how a menu Is presented including error retry limits barge in status and slot filling These options are defaulted to the most commonly used values for this sample project accept these defaults September 2013 Copyright 2013 Convergys All rights reserved 21 e Properties tab Al
67. e left click the Play icon 2 Release your finger and move the mouse pointer to the Voice diagram The mouse pointer changes to a box plus pointer which indicates that the pointer is holding a component 3 Move the box plus pointer beneath the Voice End component on the diagram left click again and the icon is added to the Canvas at that location See Figure 1 8 Note When you add the Play icon onto the workspace a text box is automatically displayed near the icon September 2013 Copyright 2013 Convergys All rights reserved 7 4 Inthe text box type HelloWorld as a label for this Play icon No spaces in the label Note On the diagram be sure to label components wherever possible since labeling helps developers understand what each component does If you click off of a component without labeling it the label box disappears If you want to label a component later select that component and begin typing The label box will appear as you type To edit an existing component label select the component and press the F2 key This will put the selected component s label field into edit mode Ay Or ST mae og S O Voice diagram 2 3 so Hellov arld gram nil Figure 1 8 Adding an icon In this diagram the first icon is Voice Begin By default it has a flow connection to the Voice End icon To reroute the dialog flow from the Voice Begin to the Play icon 1 Click the connection pip
68. e Calculate components GetNewAcctinfoExtension GetLoanExtension and GetCustServiceRepExtension respectively Select the component and start typing your label Note If you need to edit it an existing label you can select the component and press the F2 key which will put the label in edit mode After adding and labeling the three Calculate components our Voice diagram should look like figure 8 2 Voice diagram 3 lt 2 Palette N Ol Q La 2 Connections GetNewAcctInfoExtension carer df Bes amp Calculate gS Case PlayGreeting SpeechMainMenu CheckMainMenuSelection GetLoanExtension Comment C s ma E Continue Ab sen 8 GoTo Target GetCustServiceRepExtension Qi Oy amp Interaction Contipue Voice gt Services Events Figure 8 2 Adding the Calculate Components Defining the Calculate Components Properties We need to define a result variable in this recipe that will carry the extension number that will be passed to the Transfer component to execute the transfer This will be the result variable in all three Calculate components Select the first Calculate component GetNewAcctinfoExtension and type the result variable name in the Calculate component s Properties view gt General option gt Result field as transferExtension If this first Collect component is executed the transferExtension variable will be assigned the extension number of the New Account Information department In the Expr
69. e Event Handlers for the Errors This configuration allows us to have unique error handling processes for similar classes of errors If we reach this point in the dialog a Nolnput or timeout error means that the caller has never entered anything during the complete menu dialog even after multiple help prompts A Menu Error means that the caller has entered something but it was wrong three times There may also have been some timeouts in this process but at least the caller seems to be trying A pure Error means that there was an error with the prompt mechanism or some other system error that was not caused by the user Best practices dictate that these three conditions should cover the primary error states in any menu which is why IC has predefined them September 2013 Copyright 2013 Convergys All rights reserved 79 Setting the Maximum Error Retry Limit Before we can start defining what our event error handlers will do we need to set one more thing in the DIMF Menu component the error retry limits To prevent a key entry challenged user from endlessly attempting to make an erroneous selection we need to limit the number of user input errors that can occur We typically give the caller three times to get their selection right If the caller fails to make a valid selection after three tries they most likely need help from a live person so we would typically transfer the caller to an operator To set the retry count limits select
70. e GE GR DO Ee SEE 87 DEFINING THE ERROR EVENT MESSAGES IN SNWSMENU ee esse see see see see see ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 88 THE EVYEPNTHANDLE osc TO N OE OR EE EE 91 THE COLLECTION COMPONENTS MAXIMUM ERROR COUNTERS ee esse see sees see see see ee ee se ee ee ee ee ee ee ee ee ee ee ee 91 SPECIFYING THE EVENT HANDLERS FOR EACH MAX ERROR CONDITION ee ee ese ee sees sees see see se ee ee se ee ee ee ee ee ee ee ee 92 SETTING THE MAXIMUM ERROR RETRY LIMITS ee esse sees sees se ee sees ee ee ee se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 93 COMPLETING THE EVENT DIAGRAM uses sas dei siese be eie ee ee ee ee ed ee ee ee ee be ee ke es ee ee Ge ee ee ER 94 CONFIGURING THE NEW EVENT ENTRY COMPONENTS ccccseccssccesccsccesceuccesceuccenccesseessesccussessesccesseescenccuseeuccenseues 95 FINAL NOTES FOR APPLICATION COMPLETION ccccscccssccsccesccscccsscscenccesccusseucceuscesseuccesccusseuccesscusseussenscussenceeceuss 98 September 2013 Copyright 2013 Convergys All rights reserved jii CONVERGYS RECIPES oe IMMA EG OE ee nan en eee eee eee ene eee 99 WHAT THE BASIC TRANSFER RECIPE DOES c cccccseccecccuccecescccuccuscesccesccesceuccesccscesccesseuscenscesseussenseusceuscesseusceusss 99 WHAT DOES TRANSFER ACTUALLY MEAN u ccccccccscccsccscccuccesceusccuscenccesccuscesccesseuscecsesseesseeccesseussenccesseseenscusceuscs 99 WHAT ARE THE VARIOU
71. e TTS engine renders the prompt as audio based on this fallback text Delete the extra Play component You won t need it for this recipe To edit or delete messages that you have created 1 2 3 4 5 In the Package Explorer go to lt ProjectName gt gt resources gt audio Double click Messages msg To edit a Message ID or fallback text click in a field To delete select a row and click the Delete Row button red X Save the project and close the Messages msg tab above the Canvas view Note Optionally you can begin by defining your messages and fallback text and then select them ona Play DTMF Menu or Collect component Tip When the application flowchart is completed the IC tool can generate a list of o Message IDs that you defined for each prompt o Fallback text that you specified for that Message ID You can give this list to a voice talent as an application script The voice talent can use it to record the audio prompts in a recording studio For more information see the Interaction Composer User s Guide For recorded audio and URL Type if 2 Set the Type field to URL With this option the field beneath it is labeled Expression In the Expression field specify the URL that points to where a prerecorded audio file resides September 2013 Copyright 2013 Convergys All rights reserved 13 Creating a Call Control Diagram An IC application also needs a higher level of control that associates the
72. e between the Voice Begin and End icons Handles appear on both ends of the connection pipe 2 Hover over the handle on the terminating end of the pipe Voice End icon to get cross hairs then click and drag the pipe to the Play icon The pipe should now stay connected to the Play icon Tip When connecting actions start at the originating icon and then make the connection to the terminating icon This connection arrow communicates to the system that after the dialog begins it should go to the Play icon and play the prompt 3 Hover the mouse over the HelloWorld Play icon and a new pipe appears Tip Do not select the icon just hover Hover on the side that s closest to where you want the pipe 4 Hover over the terminating handle of that pipe and drag the handle to the Voice End icon red amp white X with a dialog balloon See Figure 1 9 for the completed diagram September 2013 Copyright 2013 Convergys All rights reserved 8 wa hk FF Mio MIB S A amp 4 TEIR RT E S oice diagram E3 des Hellovyorld agram wml Figure 1 9 Icons all Connected Note A text box appears next to the pipe after it is connected allowing you to label that particular leg of the dialog flow This text box only appears with newly created pipes so dragging an existing pipe to a new connection won t cause it to appear For this sample project you do not need to label the connection Just click on the white sp
73. e detail in Recipe 6 so we won t say much more about it here Suffice it to say that we will be configuring the Collect component in our recipe to route the call flow to the event handler when any maximum error count is reached in any of the error counters in the Collect component This is best practice for all menus in an application which allows the handling of critical errors to be located in one place in the application This simplifies maintenance and reduces clutter in your diagrams The Collection Components Maximum Error Counters The Nolnput and NoMatch errors that callers make in Speech menus are very similar to the DTMF menu errors of the same name However there is the one additional error condition for speech the Speech Timeout error Each error type has an error counter of the same name in the Collection component so there are three speech error counters in the Collect component Along with those three error counters there are two other error counters one for system errors Error and one that counts any kind of user input error Nolnput NoMatch or SpeechTimeout MaxErrors So we have a total of five error counters in the Collect component MaxNoMatch This counter increments each time the caller soeaks a selection that is not a valid menu option If the caller says Music in the Collection component menu for example that will increment the NoMatch error count MaxNolnput This counter increments each time the cal
74. e ee EE ee ee ee Ee ee ee ee ee ee ee RE ee ee ee ee ee ee ee ee ee ee EE Ee 27 Figure 2 11 Connecting the dial g siseses reiasa ee RR EE Ee ee ee ee ee a EE ee ee ee ee ee RE Ee ee ee ee ee EE ee ee 28 Figure 2 12 DTMF Menu Advanced Properties ies see se ee EE Ee ee EE Ee ee ee EE ee ee ee ee ee AE ee ee ee EE Ee ee ede EE Ee ee 29 Figure 3 1 Creating a New Project ees ee Ee RE Ee ee EE ee EE ee ee EE ee ee ee ee AE ee ee EE ee ee EE ee ee EE Ee ee EE ee ee EE ee ee Ee 31 Figure 3 2 Starting the Voice Diagram Design ee ee EE ee ee AA Ee ee ee ee ee ee EE Ee ee ee ee RE ee ee ee ee ee Ee EE ee ee 32 Figure 3 3 Setting the Error Paths for the Collect Component see ee Ee ee EE Ee ee ee ee ee ee RR ee ee ee EE ee ee 34 Figure 3 4 ICS Grammar Builder cccccccccscseccccecceeeeeeeceeeecceeeeeseceeceeeeseeseeceeeeessaeeaseeeeeeeesssaaaeseeeeessaaaaseeseees 36 Figure 3 5 Building AGE oe ODE aie cede moda ES ee ee AG Ee Se ee Oe eer ei EE ES 37 Figure 3 6 Standard Collect Properties cccccccccccccsssssseceeeeeeeeeeeseceeeeesseeesseeeeeeesseeeseeeeeessssaeaeeeeeeeeessaeaeeeeeees 39 Figure 3 7 CASE COMPONENT PLOPEItiS ccccseeccccccessseececceeeeceeeceeeeceeseueeeeeeessaueeeeeseeaeeeessseaeeeeesessaaeeeessageesess 40 Figure 3 8 Copying parts Of a voice diagram sesse ee ee ee ee ee ee Ee ee ee ee ee ee ee ee ee ee ee Ee Ee ee ee ee ee ee ee RE ee ee ee ee RE ee 41 Figure 3 9 Com
75. e now been successful in creating your Error Recovery NewsWeatherSports application project Congratulations 85 September 2013 Copyright 2013 Convergys All rights reserved Recipe 7 Best Practices Error Recovery for Speech NewsWeatherSports Contributed by Melissa Tatum Approximate time 50 minutes depending on prior experience What you will learn with this recipe e The Types of Errors That Occur in a Speech Menu e How to use the Collect Component With Error Recovery e How to define the number of errors allowed when processing the Collect component e Understand where the Error prompts are defined in the Collect component e Understand the Event diagram What the Error Recovery for SoeechNewsWeatherSports Application Does As we stated in the previous recipe the menu is one of the most important parts of a dialog system Recipe 3 s SpeechNewsWeatherSports recipe showed us how to present a caller with a spoken menu of choices using IC s Collect component which is the speech equivalent of the DTMF Menu component With the Collect component the caller will make a menu selection by speaking one of the menu choices presented in the dialog Just like our first DTMF Menu recipe the first SoeechNWS recipe wasn t very user friendly If the caller made a mistake by speaking an invalid selection or waited too long to speak a choice that caller was dumped out of the application with nothing but a goodbye Now we need to make
76. e tabs Click Finish In the call control diagram select the Dialog component third component In the Dialog s Properties view be sure the General option is selected In the Type field accept the default In the Src field select Voice _NWS diagram from the list This links the call diagram to the voice diagram Save the application project All the red x s should be gone in both the call diagram and the folders When the red x s are gone package your project as a war file See the steps in the Hello World recipe However in Package Explorer be sure to select the NewsWeatherSports root folder instead of HelloWorld Export the runtime WAR file so you can test this recipe September 2013 Copyright 2013 Convergys All rights reserved 30 Recipe 3 Speech Enabling a Touch Tone Application Approximate time 25 minutes depending on prior experience What you will learn with this recipe e Building a Menu for both Speech and DTMF input e Building a Speech Grammar e Using the Case Component e Copying parts of a diagram e Logging errors With this recipe you will design an application project similar to the DTMF recipe except that this recipe will handle speech input from the caller to make menu selections New Project Setup To create a new speech project 1 To simplify the workspace close any open diagrams by clicking the X on each tab above the Canvas 2 Click File gt New gt ICS Application Project The New ICS A
77. e web it will access the document and use it to create all the methods required to access that web service The wizard puts all of those processes in an IC library project so that they can easily be called by your application September 2013 Copyright 2013 Convergys All rights reserved 56 Using the Web Services Wizard Tip Close any open diagrams and collapse the folders in the Package Explorer To use the Web Service Library wizard to build the weather service access 1 From the Interaction Composer menu bar select File gt New gt ICS Web Service Library The ICS Web Service Library wizard opens see Figure 5 1 it Mew ICS Web Service Library Create an ICS Web Service Library from a WSDL file 4 Specify JDK 1 6 home directory WSDL File location and a target ICS library project JDK 1 6 Home Directory f A les j E C Program Files Javaljdk 6 024 Browse WSDL Location http iiwsf cdyne com WeatheriWS Weather asmx WSDL wsf cdyne cor Weathers yeather asme w SDL Browse Target ITS Library Project WebWeatherve 0000 Browse ve Create new project Figure 5 1 Web Services Wizard 2 To point the wizard to the location of your JDK main folder click Browse next to the JDK x x Home Directory field and select your folder location for example C Program Files Java jdk1 6 0_ 24 3 Inthe WSDL Location field enter the URL of a location for a weather service WSDL document on the web so that
78. eather subroutine is called it will access the web service and put all the weather data it receives into the Java object that you named CurrentWeather Save your project September 2013 Copyright 2013 Convergys All rights reserved 63 Finding the Java Methods for the Weather Object Now you must identify the specific pieces of weather data that will be contained in the CurrentWeather Java object so that you can construct the weather report prompt You will need the names of the Java methods that extract each piece of weather data from the object You will use those names to generate the spoken weather report for the caller To find the callable names of the weather methods in the CurrentWeather object look at the Javadoc that the web services wizard created in the weather service library 1 Inthe Voice _ WebWeather diagram select the Get Weather Subroutine Call component 2 Inthe Properties view look at the Subroutine Diagram s Description field It should be similar to Method description for getCityWeatherByZIP Return type is WebWeatherSvc WeatherReturn This means that the name of the WebWeatherSvc Java class that describes the methods you ll need is called the WeatherReturn class In the Package Explorer expand the WebWeatherSvc gt javadoc folder Right click index html and select Open With gt Web Browser This opens a browser in the Eclipse Canvas view The left pane of this Javadoc displays the All Classes navi
79. ection that is not in the list of valid choices as defined in the DIMF grammar e Caller fails to make any selection at all Typically there is a maximum entry timeout associated with any DTMF menu If the user has made no selection and that timer expires we have an error That scenario is an entry timeout or in the VXML vernacular a NoEntry error When we design voice response applications we want to make the caller s experience as pleasant as possible Therefore if a caller makes an error give the caller helpful information about what went wrong and then let September 2013 Copyright 2013 Convergys All rights reserved 69 them try it again If we can present pertinent helpful messages to the user when they make an error and then propose a retry the user may be able to recover from his error situation without too much frustration The unhelpful first error goodbye that we designed in our first Menu recipe is a good way to create an unsuccessful and very unhappy caller Unfortunately some callers just cant seem to get it right even with the best of help To avoid tying up a confused caller in a never ending loop of help messages and retrials we must at some point give up trying to help A good general rule is to give a caller three times to correct an error If we get to that point in an error recovery dialog it may be best to enlist a live agent on the call to see if they can help or go to some other plan to discover the ca
80. eft click the component drag the mouse to the appropriate location on the Canvas and left click again to add the component to the diagram window When you add the DTMF Menu component a label text box displays Label the DTMF Menu component with a descriptive name such as NewsWeatherSportsMenu From the Voice drawer add a Play icon to the right of the DIMF Menu component and label it News Add another Play icon and label it Weather Add a third Play icon for Sports see Figure 2 3 Voice NWS diagram E3 22 Palette b ie EPE Connections General voice d 4 gi Collect ES Custom Collect Si DTMF Menu N Goal Reporting as Play dd ES i FH Services Events Figure 2 3 News Weather Sports initial layout Before you can connect the components you must define the DTMF Menu component s menu selections and properties September 2013 Copyright 2013 Convergys All rights reserved 20 Defining the DTMF Menu prompts To define the DIMF Menu component options 1 Design the prompts that the system will play to the caller This sample project has Greeting Welcome to the News Weather and Sports access line Menu options Press one for the latest news press two for the current weather and press three for sports Closing prompt Please make your selection now 2 Add the phrases to the appropriate components in the call flow diagram The DTMF Menu component has many
81. elect an event handler for this condition however September 2013 Copyright 2013 Convergys All rights reserved 91 Specifying the Event Handlers for Each Max Error Condition The next step in completing our soeech menu error recovery recipe is to define what specific event handler will be called when a specific error counter reaches its maximum You should remember how we did this in our previous recipe as this will be much the same process except there is one additional error counter we need to configure Select the Collect component and click on the Events tab You will see that there are five counters Error MaxNoMatch MaxNolnput MaxSpeechTimeout and MaxErrors These error counters are used to keep track of how many errors a user makes while in the Collect component As before you can use the dropdown box to specify how you would like to proceed if one of the counters exceeds its maximum count For each error counter we can choose the event handler that will be executed if that counter hits its max level We discussed the rationale behind event handlers in the previous recipe so you should understand that the selections in the dropdown boxes of each counter simply represent entry points into the global event handler which we will define in the next sections Use the dropdown box to select the event handler for each error counter Best practices dictate that the following event handlers should be chosen for each counter For Erro
82. em am going to transfer you to someone who can help Then add the Voice End component and make sure everything is connected up See Figure 7 18 Event diagram 2 Voice diagram Event diagram DidNotUnderstandinput Palette gt Select 3 CollectionNoMatch DI Ca ae ollectionNoMa a TransferTOCSR EndTheCall gt Connections Collection Timeout C EA Conditional NoInputReceived L nngccion ErrorAction u General OW af Break hd gt Voice ErrorOnsystem ey Collect vr eo W gt Services F alarm Events 4 Event Entry Figure 7 18 Final Event Diagram Final Notes for Application Completion After all components are attached go to Package Explorer and complete the Call diagram under applications gt call Save everything export the package and create the War file After you complete the package export and create the war file you are ready to try out your error recovered Speech Menu recipe You should keep this recipe around as you will find it very handy whenever you build any application that has a Speech menu in it Great job September 2013 Copyright 2013 Convergys All rights reserved 98 Recipe 8 Call Transfer Contributed by Melissa Tatum Approximate time 30 minutes depending on prior experience What you will learn with this recipe e Understand the Meaning of Transfer e Understand the Various Types of Transfer e Understand the Calculate Component e Understan
83. eout parameter from the default to deal with longer than normal delays You can also redirect the location of the web service using the Endpoint method To change the default values of these parameters in the web service when the default values are not appropriate for your application insert calls to the setEndpoint and or setTimeout methods before you call the getWeatherByZIP method in your main diagram September 2013 Copyright 2013 Convergys All rights reserved 59 Building the Weather VUI Now the weather getting subroutines are in place To create the main application project 1 From the Interaction Composer menu bar select File gt New gt ICS Application Project and name the project WebWeather Do NOT click Finish yet Click Next to access the Library References wizard This allows you to link the WebWeatherSvc Library to the main application See Figure 5 4 it New ICS Application Project ICS Library References Select referenced ICS libraries Referenced projects Figure 5 4 ICS Project Library Reference Wizard Check the box next to WebWeatherSvc to indicate that this library project is to be associated with the WebWeather application project Click Finish This ensures that when you package the WebWeather application into a WAR the WebWeatherSvc library will be included in the WAR package This wizard creates a standard IC project where you will build the VUI portions of the weather appli
84. er User s Guide For recorded audio and Message ID Type 1 2 i Add a Play component and select Prompt no text In the Type field accept the default Message ID Message ID indicates to the system that a prerecorded audio file exists This is the most common option for commercial or enterprise applications because audio prompts that are recorded by a professional voice talent are more natural sounding and more easily understood than synthesized text to speech TTS playbacks At some point a voice talent will need to record all the audio files ina recording studio The field beneath is labeled Message ID Enter a unique value in this field to represent this audio file This value can be a number or a wav filename For example enter 1 or hello If you have existing Message IDs and Fallback text in the Messages msg file you can type the Message ID in the field and the Fallback Text is automatically populated Optionally you can select the green launch arrow for the Message Selector dialog box and select from existing IDs In the left pane click Prompt no text The Message ID field becomes red italic font On the lower right the Create button is activated At the center right click Create This logs the message ID and fallback text into the system so it can be tracked to avoid ID duplication In the Fallback Text field use single quotes and enter the text of the message If the audio file cant be found at runtime th
85. eral option click the Grammar tab In the Grammar s URL field enter the location of the grammar In this case since the grammar is in the local grammar folder you can just use single quotes and enter snwsgrammar grxml Click in the Grammar entry s Edit area or white space The grxml filename displays Save the project Collect Component Grammar Properties In this section you will Define the name of the variable that will hold the grammar results outcome This will allow the Case component to determine the outcome of the menu selection The Case component can then select the correct branch to execute Define the Slot Name of the semantic slot that was filled by the caller s utterance Note Grammars can have multiple semantic slots which allow a caller to input several pieces of information in a single utterance For example the utterance I want to fly to Boston from Dallas tomorrow has three semantic slots e from for example Dallas e to for example Boston e time or example Tomorrow Multi slot grammars can be useful in certain situations but they are more difficult to design so this recipe will use a single slot grammar To define the name of the variable that will carry the grammar results outcome 1 Select the Collect component In the Properties view gt General option click the Standard tab In the Slot Name field use single quotes and type slot1 This is the slot name automatica
86. es between Domains Using a Name List e Using a Database for Persistent Storage e Using an If Statement e Using TTS to play the content of a Variable e Using Built in grammars Overview of the Personalization Recipe With this recipe you will build a Personalization application project Personalization means that this application will try to identify the caller and then tailor the subsequent dialog to that particular caller This is a very simple personalized application but it provides the framework for a large variety of personalization applications In the web world websites are personalized by requiring a user to log in to the website thus identifying the user Once logged in the user can set various preferences for the site including the language used site layout and much more When the user returns to that site on subsequent visits and logs in the user s preferences are stored so that the application can implement them The telephone system has a caller ID feature that presents the callers phone number and or the caller s name to the called party during the ringing or alerting process In many automated applications this caller ID is sufficient to identify the user to the application though more secure applications can require a PIN or other identification from the caller before accessing sensitive information Caller ID allows telephone applications to immediately recognize who is calling without making the caller type in logon info
87. ession field type the phone extension value For this recipe we have defined the integer 6113131 as the extension number for the New Accounts department In a production application the extensions to various departments should be obtained from the bank s telephone directory See Figure 8 3 E Properties 3 2 Problems EE Console or amp Calculate gt ID calc_mutrew Name GetNewAcctInfoExtension General Specify a Result Variable and Expression Comments Row Result Expression transferExtension 6113131 x Figure 8 3 Completing GetNewAcctlnfoExtension Calculate Component September 2013 Copyright 2013 Convergys All rights reserved 103 We will continue with the same process to define the second Calculate component This time we are assigning 6118964 to the transferExtension variable which is the Loan departments extension see Figure 8 4 Note that this is a different extension number than the previous Calculate component Depending on which Calculate component is executed coming out of the Case component the transferExtension variable will be assigned to different extension numbers E Properties 2 gt Problems EJ console ey St amp Calculate gt ID calc_vitrol Name GetLoanExtension General Specify a Result variable and Expression Comments Row Result Expression transferExtension 6118964 Figure 8 4 Completing GetLoanExtension Calculate Component Finally complete the
88. gation page 5 Inthe All Classes list click WeatherReturn The WeatherReturn class opens with all of that Java objects attributes and access methods Here is the brief list of the weather attributes contained in the weather object taken from the WeatherReturn Javadoc WeatherReturn Javadoc public WeatherReturn boolean success java lang String responseText java lang String state java lang String city java lang String weatherStationCity short weatherlD java lang String description java lang String temperature java lang String relativeHumidity java lang String wind java lang String pressure java lang String visibility java lang String windChill java lang String remarks Figure 5 7 Java Weather Object Attributes The names of methods used to extract these attributes from the Java object are also listed in the Javadoc For example examining the Javadoc the name of the method for obtaining the current temperature is getTemperature If you want to play a prompt of the current temperature extract the text string containing the temperature using the call CurrentWeather getTemperature The open closed parenthesis indicates the JavaScript method call Tip In IC after you open a specific document in a browser IC will remember that action Above you selected index html and then Open With gt Web Browser The next time you open that document you won t need to navigate again Just double click the document If you doub
89. gure 6 7 Completing the Second Prompt Group September 2013 Copyright 2013 Convergys All rights reserved 75 You can finish up the prompt groups for the NoMatch errors as well The completed set of error prompt groups will be similar to Figure 6 8 You might ask why we re not defining three prompt groups since we have specified that we will set the maximum number of errors to be 3 for Nolnput and NoMatch That is because we are going to specify that a third consecutive input error will take us out of the DIMF component altogether We will cover this step in the next sections E Properties 3 gt Problems EJ console Ra EI DTMF Menu gt ID dtmfMenu vopvah Name NewsWeatherSportsMenu A General Menu Prompts Standard Properties Events Right click to Edit Specify attributes for the event prompt group Comments Leading Trailing Event Scope NoMatch Prompt Group Nolnput 1 i Prompt Sorry I did not receive any input Prompt Count 2 Prompt Group Holnput 2 Prompt Sorry I still did not receive any input Do Reprompt true Prompt Group NoMatch_1 Present As sequence H Prompt Sorry that is an invalid selection Please try again En Es ee Prompt Group NoMatch 2 L Prompt Sorry that is still an invalid selection Your options are 1 for News 2 For Weather or 3 for Sports i lt v Figure 6 8 The Completed Set of
90. hat follow the W3C standards must also support a set of standard built in grammars IC also supports these grammars in the URL field These built in grammars cover both speech and DTMF input simultaneously e Boolean Yes No e Currency Dollars e Date e Digits e Number e Phone e Time This sample application project won t use the standard grammars You will need to create a unique one However you won t need to learn the details of GRXML at this point You can use the Interaction Composer Grammar Builder to do a preliminary design of the grammar This will be a very basic grammar the single words News Weather or Sports with no synonyms Therefore when you test the application and grammar on the phone at a later time be sure to speak only the words and phrases that exist in this grammar that you created A real life grammar would include synonyms and other phrases that a caller might speak like I want the News or Give me Sports Note Currently the ICS Grammar Builder only supports single slot grammars You can add words phrases and synonyms After you create a grammar you will save two files e Grammar Builders representation file with an ivgr extension e Actual GRXML grammar file with a grxml extension September 2013 Copyright 2013 Convergys All rights reserved 35 To build a grammar for this application project 1 Inthe Package Explorer right click the SoeechNewsWeatherSports project folder
91. he CallerPhoneNo variable The name appears in the Edit expression area at the bottom Click OK The variable is added to the Expression field Click in the second Expression row Click OK The row values of the SQL Parameter list are assigned to the corresponding values in the SQL query on a top down left right basis The parameter in the first row i e topmost of the SQL parameter list is assigned to the left most i e first question mark variable in the SQL query See Figure 4 11 September 2013 Copyright 2013 Convergys All rights reserved 53 PE Properties 23 E Database Edi i Problems 7 oF i torePhoneAndAcctNo ID databaseEdit_wepyjoz Name General Specify database edit attributes Events Data Source jawarlcompieneipersdh ial Comments Note This value will override the default data source value in the DBclient svr File Debugger INSERT INTO perstable 7 7 1 VALUES a Specify SOL Parameter t Row Expression Er CallerPhoneNa EF New Acct Mo result Le Le Figure 4 11 Database Update properties Saying Goodbye 1 Connect the If component to the GetAccountNo Collect component and click the NotFound pop up as the exit path Connect the Collect component to the StorePhoneAndAcctNo Database Edit component No label is necessary From the Voice drawer add a Play component and label it Goodbye Modify Prompt no text to a TTS prompt Thank you and goodbye
92. hen transferring to a line that you Know will be answered either by a live person or another IVR system A blind transfer typically signals the end of any dealings that the application will have with the calling party The IVR application normally ends immediately after a blind transfer step There are ways to do wrap up after a blind transfer in the event handler routines but since the original caller has been transferred to another line there isn t anyone for our IVR application to talk to Voice operations Play Collect after a blind transfer are useless Database clean up or other maintenance operations are about all that can be done at this point and they will have to be done in the event handler routines The Blind transfer has a second type of transfer that is for VoIP only It is known as SIP Session Initiation Protocol transfer Again after the call is connected to another party we have no information available about the status of the call transfer Consultation transfer This is basically an extension of the blind transfer Remember that a blind transfer didn t provide us any information about the status of the call transfer and it didn t give us any options even if we did know what happened to the call Once a blind transfer is made the IVR application is out of the loop and the call is essentially ended as far as the IVR application is concerned A Consultation transfer gives us some information about what happe
93. hich can occur during a DIMF menu dialog It can play unique error messages for the different types of errors that a caller might cause It also keeps track of the total number of each type of error that occurs and it will perform specific actions if a preset maximum of errors is reached The menu component will handle much of the lower level work of error handling so you the developer can focus on the main parts of the dialog design The DIMF Menu component is one of the more powerful components in the IC toolbox So how do we add these helpful error dialogues to our NWS recipe That is the main subject of this recipe Developing the Call Flow To begin create a new project for this error handling version of the NewsWeatherSports recipe However we won t need to build this recipe from scratch Our original DTMF Menu recipe 2 has the basic menu stuff in it that we need to start building the error recovery process Just copy the original NWS DTMF Menu recipe to this new project as a basis of our new error recovery recipe This will save us from having to rebuild the original DTMF Menu recipe and re enter all of the properties in the original recipe Create a new ICS Application Project in IC and name this new project ERNewsWeatherSports for the error recovery version of our DIMF menu recipe Then create an ICS Voice diagram For specific information about creating a project and voice diagram refer to Recipe 1 s Hello World recipe Then
94. igure 2 10 for the current call flow diagram m EE Voice diagram sd News Weather SportsMeru Mews Figure 2 10 Connecting the Play Legs Configuring the NewsWeatherSports Play Components To configure each Play component with a prompt message that informs the caller which option was taken in the dialog flow 1 Select the News Play component gt Prompt no text and set the TTS to play You have reached the News application Select the Weather Play component and set the TTS to play You have reached the Weather application Follow the same steps for the Sports Play component Add a new Play component to right of the three previous components and label it Goodbye Configure this component to play Thank you for using the News Weather and Sports service Goodbye Note For now the application won t access actual live news sources That will be covered in a more advanced section of this cookbook This call flow just informs the caller which menu leg was taken Connect each News Weather and Sports component to the Goodbye component You don t need to label the connectors No matter which service is selected the Goodbye message will play after any selected service has completed September 2013 Copyright 2013 Convergys All rights reserved 27 Playing Goodbye To connect the rest of the diagram 1 Drag the red Voice End icon to the far right of the Goodbye component 2 Connect the Goodb
95. ill save the ivgr file for that grammar The snwsmenu ivgr file does not appear in the IC Package Explorer In Windows Explorer navigate to your workspace and then to the lt projectName gt resources gt grammars gt en US folder In the Grammar Builder s menu bar select File gt Export GRXML File gt OSR Nuance 9 0 Expand the resources gt grammars gt en US US English folders In the File name field at the bottom type snwsgrammar for the grxml grammar filename On the bottom right click Save At a dialog box click OK This will save the grxml file for that grammar The snwsmenu grxml file does not appear in the IC Package Explorer In Windows Explorer navigate to your workspace and then to the lt projectName gt resources gt grammars gt en US folder Note To edit a previously created grammar launch the Grammar Builder Then from the menu bar select File gt Open Navigate to the resources gt grammars gt en US folder and open the appropriate ivgr file It will open in the Grammar Builder September 2013 Copyright 2013 Convergys All rights reserved 37 Collect Component Referencing a Grammar You have created a custom grammar and stored it locally To reference it in the Collect component 1 2 3 4 5 Close the Grammar Builder You don t need to do an additional Save In IC be sure the Voice_Speech diagram tab is selected Select the Collect component In the Properties view gt Gen
96. important functions You can add all three sample prompts to this single component It also provides options for error handling By default barge in is activated As soon as the caller presses a DIMF key the system will transition to the option the caller selected without playing the remaining menu options or any trailing prompt Typically the menu would have navigational selections such as Press four to hear the menu again and Press five to exit However this introductory recipe will just have basic options Even if the caller doesn t specifically end the call the key entry timeout will eventually end it anyway Overview of DTMF Menu Properties Here s an overview of the contents of the Properties view gt General option Menu tab Defines each menu item that will be played to the caller and a group name for the items O O Each menu item will have an associated DTMF key Each menu item will indicate whether that particular menu item is active this value could be a variable if you are building dynamic menus In the Prompt Attribute area of the menu item the Type field indicates whether the prompt is in a prerecorded audio file or text that will be rendered by a TTS engine If an audio file is to be used for a prompt you can specify the filename or message ID for that audio file In addition you can define fallback text for TTS rendering of each audio file if the required prerecorded message is not found at runtim
97. it Instead the application simply confirms to the caller Your account number is XXXX The TTS engine renders the account number to the caller e The callers record can contain any other personal information that you elect to store in the database September 2013 Copyright 2013 Convergys All rights reserved 43 This sample application project utilizes a database which is not a standard part of the IC runtime environment Therefore this sample recipe will make some assumptions about the database For runtime when you test your recipe be sure to use an appropriately configured database Creating the Voice Diagram Tip For this sample project to save time you can copy the sample names usually in bold font from this document and paste them into the fields However be sure you manually type in any single quotes as Interaction Composer does not recognize the curly font 1 Create a new application project and name it Personalization For a reminder see Recipe 1 2 After creating the Personalization project create a Voice_Personalization diagram in the Personalization gt applications gt voice folder Creating the Call Control Diagram For the next step create a Call_ Personalization diagram in the application gt call folder For a reminder of the steps see Recipe 1 Creating a Call Control Diagram Passing Variables from Call Control to the Voice Diagram Next configure the Call Personalization diagram to o
98. l Diagram cccccccccccccccecceeeeeeeeeeeeeeseeeseceeeeesaesueaeeceeeessseeeeseeeeeesseeessaeeeeessssaaageeeeeees 15 Figure 1 16 CallGontrol Die ER ES EE Ee i E ee ee ER 16 Figure 1 17 Packaging Your Application si eo We Ee Ge ba EE Re SE ee Ge ed 17 Figure 2 1 Create a new ICS Project News Weather Sports see EE Ee ee Ee EE ee ee ee ee ee ee ee ee EE ee ee ee 18 Figure 2 2 Starting to build the News Weather Sports application Ee ee EE Ee ee Ee ee ee RE ee ee ee ee RE ee 19 Figure 2 3 News Weather Sports initial layOU ees ee ee ee EE Ee ee ee ee ee ee RE ee ee ee ee RE ee ee ee ee ee Ee EE ee ee 20 Figure 2 4 Adding a leading prompt GrOUD eie sesse ee Ee ee EE ee RR EE ee AE ee ee ee AR ee ee Re ee ee ee ee ee ee Re ee ee ee ee ee 22 Figure 2 5 Leading Prompt ProperlieS ss EE EEN EE Ee ee ee Ge ee 23 Figure 2 6 Trailing Prompt Properties iese esse ee ee ee ee EE Ee ee EE Ee ee EE Ee ee EE ee ee EE Re ee ee ee EE ee ee EE ee ee EE ee ee EE ee ee EE ee ee ee 24 Figure 2 7 Trailing Prompt Properties ccccccccccssseeeceeeeeceeeseeseeeeecsaueeecseaeesseeeessageeessageeessueeeessaeeesseeeessaass 24 Figure 2 8 Creating Menu selections ccccccseeecccccsseeeceeeeueeeceeeceeeseceessseaseeesseseceessueseeeeesseaeeseesssaeseeessaageeess 25 Figure 2 9 Connecting menu SClECHONS se ER RE EER Doe Ee DER entuty De AS Re DE De ol 26 Figure 2 10 Connecting the Play LEGS see se ee RE ee e
99. l Flow Play Behavior v li gt Figure 4 12 Final Personalization Recipe Remember this application utilizes a database which is not a standard part of the IC runtime environment For runtime when you test your recipe be sure that an appropriately configured database is present To test the finished application call the system from two different phone numbers and give two different account numbers When you call back from either one of the phones you ll hear the account number associated with that specific phone Congratulations again With the personalization recipe you have developed the framework for many powerful applications September 2013 Copyright 2013 Convergys All rights reserved 55 Recipe 5 Accessing Web Services Approximate time 45 minutes depending on prior experience What you will learn with this recipe e How to use Web Services e What a WSDL is e How to create a web services library subroutine e How to pass variables to from a subroutine e Finding the Java methods and attributes e How to speak the data obtained from a web service e How to handle errors Requirements e Correct version of the Java SE JDK Standard Edition development kit on your development system The web wizard will remind you which JDK SE version must be used with your IC version e Internet access on your system since you will be using a real weather web service to build your application project What the
100. l of our error recovery prompts assuming that the caller will get up to three tries to get their entry right If the caller makes a valid entry at any time during the error recovery process take the caller out of the menu component and on to the appropriate menu path they have selected If the caller makes three errors without a valid entry take one of several Max Error exits from the Menu component depending on what kind of errors have been made In this best practices example we want to present a different help prompt each time the caller makes an error in that single menu The first error by the caller will trigger a prompt that provides a basic description of the problem and then brings the caller back to the selection state in the dialog If the caller makes the same entry mistake again play a different prompt that gives a bit more detail about the error that the caller made before letting them select again This will hopefully help the caller to get the correct entry in the second try If the caller still fails to make a valid entry on the third try exit the DIMF Menu component and go for more expert help This technique makes the error recovery dialog somewhat complex but this is the most user friendly process This technique is called escalating prompts and this escalating capability is built into the DTMF Menu component To build an escalating error recovery dialog you simply have to define a prompt group in the DTMF Menu comp
101. le click an HTML document to open it for the first time IC will open the document in a text window displaying the HTML source Opening HTML docs as source is the default behavior for IC September 2013 Copyright 2013 Convergys All rights reserved 64 Designing the Weather Report Prompt Before you code the weather report prompt the best practice is to design the prompt structure That helps the prompt coding to go faster Here is a sample weather report that can be played to a caller The current weather in Dallas is partly sunny and the temperature is 75 degrees Thanks for calling To make this sample recipe easier use only three weather attributes e weather city Dallas e weather description partly sunny e temperature The weather report prompt will have six sequenced TTS prompts The current weather in CurrentWeather getCity This the JavaScript call for the city name tie CurrentWeather getDescription The JavaScript call for the weather description and the temperature is CurrentWeather getT emperature The JavaScript call for the temperature degrees Thanks for calling Note The text prompts require single quotes The JavaScript does not September 2013 Copyright 2013 Convergys All rights reserved 65 Playing the Weather Report To construct the weather report prompt 1 Inthe Voice WebWeather diagram add a Play component to the diagram and name it PlayWeatherRe
102. lect gt ID collect_fusjax Name SNWSMenu General Prompt Grammar Standard Properties Evens Right click to Edit Specify attributes For the prompt group Comments El PromptGroup Default 1 Prompt would you like the Scope Nolnput Prope no kext Bargeln Figure 7 5 Nolnput 1 Prompt Group Now that the Nolnput 1 Prompt Group has been defined let s define the specific prompts Notice below Nolnput 1 Prompt Group we have Prompt no text defined Highlight Prompt no text and you will be able to define the specific prompt to be played when Nolnput 1 is encountered See Figure 7 6 E Properties 22 Int Problems l console ea la amp Collect gt ID collect_fusjax Name SNWSMenu General Prorript Grammar I Standard l Froperties i Events e Right click to Edit Specify Prompt Attributes Comments El PrompkGroup Default 1 Prompt Would vou like the Type Message ID w SO comers Message A Prompt na text pa Specify a condition or mark a Bargeln occurrence For the prompt Figure 7 6 Defining a New Prompt Just as we defined prompts on previous recipes highlight the Prompt no text under Prompt Group Nolnput_1 and define the message to be played In the Type field select TTS For the Expression use single quotes and type Sorry did not get that Please speak your selection See Figure 7 7 September 2013 Copyright 2013 Convergys All righ
103. ler fails to speak their selection before the entry timer times out If a caller doesn t say anything at all after the menu prompt that event will increment the Nolnput counter MaxSpeechTimeout This counter increments each time a caller talks longer than allowed after the menu prompt If a caller just keeps talking after the menu prompt this event will increment the SpeechTimeout counter MaxErrors This counter counts whenever a NoMatch Nolnput or Speech Timeout error occurs This essentially keeps the sum of the three user error types For best practices we typically don t want to allow the caller to make more than three errors of any type After that we want to go to the event handler This counter makes that kind of behavior easy to set up The time settings for the various didn t talk and talked too long parameters are defined on the Properties view of the Collect component The specifics of these are not covered in this recipe Error This counter counts errors that are not NoMatch Nolnput or Speech Timeout errors These are typically system or programming errors For example a TTS error or a missing audio prompt file will count as this type of error These kinds of errors are usually catastrophic since it means that the system can t play a specific prompt You won t get to set a maximum error count for this condition The max count for this condition is forced to one and you can t change it You will be able to s
104. lick success since the Play Weather Report component is the successful Snecity a condition or mark a Barmen nrritrenre For Fhe or weather report path On the next page you ll build an Error path See Figure 5 8 September 2013 Copyright 2013 Convergys All rights reserved 66 Error Handling The following types of errors can occur Caller doesn t enter a zip code Caller enters an invalid code Web service fails either because the service is down or the connection to the web is not working For this sample project you will design the error leg and two error prompts 10 11 12 Zipcode explaining that the caller has entered an invalid zip code or didn t enter anything at all web service fails In the diagram under the GetZipcode component add a Play component and label it ZipcodeError In the Properties view select Prompt no text In the Type field select TTS In the Expression field type The zip code you entered is invalid Open the GetZipcode Collect component On the left side select the Events option In the event handler s Error field set property from Ignore to Inline This will configure the GetZipcode component to have a second exit path for all errors Connect the GetZipcode component to the ZipcodeError component and select the Error connection property that displays Note In a production application the application would probably allow the caller try again for a valid zip code
105. line 2 3 Package ICS Application Figure 1 17 Packaging Your Application The Package ICS Application wizard opens 3 Inthe Project field accept the default HelloWorld and click Finish In the Package Explorer a new Deployment Artifacts folder is created IC puts all your diagrams projects and WARs into the Workspace folder HelloWorld that you specified when you first opened IC 4 Expand the Deployment Artifacts folder It contains the HelloWorld war file September 2013 Copyright 2013 Convergys All rights reserved 17 Recipe 2 DTMF Touch Tone Menus Approximate time 35 minutes depending on prior experience What you will learn with this recipe e Using the DTMF Menu Component e Defining DTMF Menu Options e Understanding the Default Path e Handling Simple Errors e Leading and Trailing Prompts e How Events Work This recipe explains how to build touchtone menus with branching using a sample news weather sports application project When a caller calls into this DIMF automated system the system prompts the caller with options for news weather or sports To simplify the coding this recipe uses a touchtone keypad for the menu selections instead of spoken commands the caller can press 1 for News 2 for Weather and 3 for Sports After the caller selects an option the system will state which service was selected thank the caller and exit Note Later recipes explain how to use WSDLs to access web ser
106. ller s requirements In this recipe we will show you how to define a unique exit from the DI MF menu component if a maximum error count is reached You can make that exit path do whatever makes sense in your particular context In our NWS recipe the caller hears the following spoken menu For News press 1 For Weather press 2 For Sports press 3 If the caller makes an error and presses the seven key on their phone gently inform the caller that seven is not a valid option Explain that the valid options are one two or three In the other caller error scenario the caller fails to make any selection at all after waiting an appropriate time In this case firmly inform the caller that they should press the touchtone key representing their selection now The Menu component has all of the logic to play these help prompts built in All you have to do is configure the prompts If the caller still has a problem after a second try at it give them a final third chance to get it right If they mess that up too it s likely that they need more help than our automated agent can provide In this situation normally hand them off to a live operator to see what their problem is If you don t happen to have a live agent handy for this recipe you can just substitute a prompt saying this would transfer to a live operator when that path is taken The DTMF Menu component has built in error features that can detect the errors described above w
107. lly placed in the menu grammar by the grammar editor for a single slot grammar In the Result Variable entry field type the result variable MenuResult with no quotes This defines the name of that document variable In the Input Mode field select voice since the sample project only allows speech input and no key input See Figure 3 6 September 2013 Copyright 2013 Convergys All rights reserved 38 Properties 5 Ei Problems eT SE a Collect gt ID collect sipcem Name SNWSMenu Prompt Grammar Standerd J properties Ooo l i Comments Field Name Debugger Slot Mame slot1 Events Specify standard collect attributes Result Variable MenuResult Input Mode hoth Max Errors Max Mo Input Max Ha Match Max Speech Timeout el a t a a Fallback true Figure 3 6 Standard Collect Properties Previously when you set all the error event handlers to Inline it created an error exit path from the Collect component Later in this recipe after you define some of the ending prompts you will connect that error exit Configuring the Case Component At this point the system would collect and identify the user s selection In this section configure the Case component to route the selection to the appropriate Play component 1 2 Select the Case component In the Properties view gt General option gt Expression field enter the string
108. lows you to set properties of the ASR engine DTMF detector TTS engine or Audio playback engine used by the system These properties include Nolnput timeouts recognition confidence levels and other signal processing engine parameters In addition you can add and set new properties specific to a certain engine For this sample project accept these defaults Adding Pre and Post Menu Prompts 1 A oF ER N 10 In the diagram left click the NewsWeatherSportsMenu DTMF Menu component The Properties view displays below On the left be sure that the General option is selected Raise the divider bar between the Canvas and the Properties view In the General option select the Prompts tab Select the Leading subtab Right click in the edit area and an option displays Select Add a new leading prompt group see Figure 2 4 Fi d 1 LI Properties Ef Problems amp DIMF Menu gt ID dtmfMenu fovdey Name NewsWeatherSportsMenu Menu CPrompts standard Properties 2 Events Right click to Edit Comments Trailing Event Debugger Add a new leading prompt group _ g aa n x si ES Figure 2 4 Adding a leading prompt group Note The edit area adds a Prompt Group 1 instead of just a Leading Prompt because this allows different leading prompt lists to be played depending on some variable such as the caller s status or capabilities You can add several leading prompts to the prom
109. ls E Then Label E Heys Mews Weather Weather ss ag sports Sports Figure 3 7 Case component properties Copying a Partial Voice Diagram Now you need to add Three Play components to play News Weather and Sports Goodbye Play component for the ending and error exits Since you already designed and diagrammed that part of the call flow you can simply copy those four Play components from the previous DTMF NewsWeatherSports recipe 1 2 A oo p In Package Explorer expand the NewsWeatherSports project This is the DTMF project In the applications gt voice folder double click the Voice_NWS diagram file Now you have two voice diagram tabs one for the speech NWS project and one for the original DTMF NWS project Do one of these e Inthe DTMF Voice_NWS diagram select the four Play components and their connectors e Click in the white space at the edge of the four Play components and drag a select box around all four components Be sure to leave the DIMF menu component and the Voice End component out of the selection box as their equivalents are already in the new diagram Check to make sure that the News Weather Sports and Goodbye Play components are highlighted Also include the three connectors between the NWS Play components and the Goodbye component From the IC menu bar select Edit gt Copy Click the Voice_Speech diagram tab Place the mouse pointer to the right of the Case compo
110. ly since the default exit simply played Goodbye and hung up However it kept things simple for our first menu recipe Inline Creates a new exit path from the DTMF Menu which allows us to build our own error handler right on the voice diagram We normally want to avoid this scheme also since it would clutter up our diagrams with all of these individual error handlers We will normally always want to handle the max error condition for menus in the same way with every menu We would use the inline option only if we have a unique event handling routine we want to execute on one specific menu Error Menu Error Menu Timeout Collection Error Collection Timeout Host Except for Ignore and Inline all of these selections are the name of a predefined Event Handler routine that we Can use September 2013 Copyright 2013 Convergys All rights reserved 78 In reality there is only one event handler with multiple entry points which allows you to see all of the global event processes in one diagram This makes it easy to change the behavior of a particular event globally without having to search the diagrams for all of the occurrences of that event process These standard events have been selected from extensive experience to be events that commonly occur in most every application Specifying the Event Handlers for Each Error Condition At this point we need to define the specific event handlers that will be executed when any error cou
111. mber 2013 Copyright 2013 Convergys All rights reserved 68 Recipe 6 DTMF Error Recovery Contributed by Melissa Tatum Approximate time 60 minutes depending on prior experience What you will learn with this recipe e What Errors Occur in a DTMF Menu e What Error Recovery Does e How to Configure the DTMF Menu Component to Handle Error Recovery e Global Event Handling e Defining Maximum Error Counts for the DIMF Menu component e Event diagrams Purpose and Usage What the DTMF Error Recovery Recipe Does The Menu is one of the most important parts of a dialog system as that is where we determine what a caller wants to do Recipe 2 s NewsWeatherSports NWS showed how to present a caller with a menu of choices using IC s DTMF Menu component The caller makes a menu selection using the touchtone keypad on the phone That first NWS recipe demonstrated the basics of menu selection but that recipe wasn t very user friendly If the caller made a mistake entering their selection or waited too long to enter their choice they are summarily tossed out of the application with an abrupt goodbye There are no second chances with that recipe We must do much better if we want to build an application that people will want to use This recipe will show you how to modify the original NewsWeatherSports recipe to make it more user friendly We want to give fumble fingered and slow responding users extra chances to get their keyed ent
112. n below oe DS oo Voice diagram x Event diagram Voice diagram MaxErrors Error Figure 7 1 Copying Components from Speech NewsWeatherSports Voice Diagram Ok Ok Pa i Event diagram Voice diagram 23 QD Sh W S Menu l Mews a E SNS Select Ca t ews DI Weather Weather TA Sports Error Figure 7 2 Pasted Components into ERSpeechNewsWeatherSports Voice Diagram September 2013 Copyright 2013 Convergys All rights reserved 87 Defining the Error Event Messages in SNWSMenu The next step involves defining the specific error messages for our error recovery dialog We want to specify unique messages for the NoMatch Nolnput and MaxSpeechTimeout errors We also want to escalate the error messages if the caller makes a second error of the same kind just like in the DIMF Menu case The error messages will be played as long as the number of errors encountered is less that the max number of Errors defined see Figure 7 3 We will set the maximum number of errors to 3 just like the DTMF Menu Select the Collect component and go to Properties view gt General option gt Prompt tab Here is where we will discover that adding prompts in a Speech menu is slightly different than in the DIMF Menu You should see that there is no Event subtab under the Prompts tab All of the prompts the original default menu prompt and the error prompts are all in the one Prompts tab pane The original main or default promp
113. n the left of the Properties view append a row and enter a comment such as This is a Menu Collect Error Connect the output of the Log component to the Goodbye component and label that connection MenuError The Log component logs the error and also combines all the error exit paths into a single error path to help clean up the diagram Typically you would use a more advanced error handling scheme but this provides a basic introduction For better readability select the MenuError connector and then drag it below the other connectors Connect the Goodbye Play component to the Voice End component and label it End Save the application project Any error indicators red x s on the diagram should disappear Package and deploy the project When you test this project remember to speak only the Menu words you added to the grammar Currently the voice diagram should resemble Figure 3 9 ET EE g Voice diagram es gt Voice diagram Hews a Weather Mews a Goodbye Ed SMS Menu SMWYS Select Weste Ca D gt Je MenuResult eS Error l A Sports Sports Menu Error Figure 3 9 Completed Speech NWS Voice Diagram September 2013 Copyright 2013 Convergys All rights reserved 42 Recipe 4 Personalization and Databases Approximate time 35 minutes depending on prior experience What you will learn with this recipe e Obtaining a Callers Phone Number Automatically e Passing Variabl
114. ne menu except the user input is speech not a keypad If the user says an invalid selection a NoMatch error is generated If the caller doesn t speak a response to the prompt within the time allotted a NoEntry error is generated However a speech menu has one additional error condition that DIMF menus don t have The new error condition is called SoeechTimeout This error occurs if the caller talks too long in response to the menu prompt A DTMF Menu cant have a Talk too long error since pressing a valid key will make the selection even if the key is held down long after the selection is triggered September 2013 Copyright 2013 Convergys All rights reserved 86 Developing the Call Flow Tip Close all diagrams and collapse the folders in Package Explorer Create a new project and name it ERSpeechNewsWeatherSports Create a Voice diagram Open the SpeechNWS recipe project Recipe 3 Open the recipe s SpeechNWS Voice diagram Select the following See Figure 7 1 the selected components have a black box around them e SNWS Menu e Case component SNWS e Four Play Components News Weather Sports and Goodbye e Do not copy the lower Error Log component Right click the mouse on one of the selected components and select Edit gt Copy Open the newly created ERSpeechNewsWeatherSports application and paste the components into the Voice diagram see Figure 7 2 7 Reconnect the Voice Begin and Voice End components as show
115. ned after the transfer and better yet it allows us to do something about it A consultation transfer will let us know about whether the caller was successfully connected with the called party or not If the caller was not successfully connected the IVR system can take back the transferred call and give the caller other options which we can define in our voice response application However if the caller is successfully connected to the transferred party then the consultation transfer will end the IVR system s participation in the call just as the blind transfer does A Consultation transfer should be used when we aren t sure whether the transferred number is good or not This allows us to give the original calling party other options if the transfer isn t successful Bridge transfer This transfer keeps our IVR application in the loop even after a transfer has been successfully completed lt lets the application monitor a transferred call and take back that call if it hasn t ended caller hung up The most important feature of the bridged call transfer is the fact that after the transfer has been made the IVR system can still listen to the original calling parties audio on the transferred call The IVR won t recognize the audio from the transferred called parties line but it can recognize if the original caller presses a DTMF key or speaks a hot word Thus if an application requires that a caller have the
116. nent Right click the mouse and select Edit gt Paste The four Play components their connectors labels and properties are added to the Speech project All the Play properties have been copied with the components Figure 3 8 illustrates your current voice diagram September 2013 Copyright 2013 Convergys All rights reserved 40 a eee AE ER Voice diagram 24 Voice diagram Voice Begin SAYS Menu SAYS Select Mews de sr Weather Goodbye MenuResutt gt Sports S Pia Figure 3 8 Copying parts of a Voice diagram Connecting the Copied Components To connect the Play components to the rest of the diagram 1 ot ea e O TY 10 11 Select the Case component Hover to get a connector then drag the connector to the News Play component In the connection box click the Create Conditional Connection option Select the News option for the label Repeat steps 2 through 4 for the Weather and Sports exit paths On the Case component hover to get a connector Drag and add the connector to the Goodbye component Select Create Default Connection The connection is automatically labeled Error since you configured it earlier The Default path is the path that any Case error the Else clause will take Click a white area of the Canvas Click the Error connector and then drag the middle of the Error connector below the call flow to make it easier to view Save the project Erro
117. nse system simply connects you with the bank s New Accounts customer service representative With this connection you have just implemented a transfer September 2013 Copyright 2013 Convergys All rights reserved 99 What are the Various Types of Transfer This section explains the three basic types of transfers blind consultation and bridge Blind transfer This is the simplest type of transfer The IVR system places a call to a new number and the caller is transferred to that new line At the same time the IVR application that made the transfer is completely disconnected from the call Making a blind transfer usually assumes that the application is finished dealing with the calling party and has handed off the caller to be dealt with by a live agent or another IVR application If the application needs to get a transferred caller back if the transfer is unsuccessful or if the transferred call has completed we would use one of the other types of transfer A blind transfer doesn t give the IVR application any information about what happened with the transferred call A blind transferred call could ring with no answer get a busy signal get a wrong number announcement or even get a call rejection but the transferring IVR application will not know what happened Only the transferred party original caller will Know what happened with the transfer since they will be listening to the call s progress Blind transfers are best used w
118. nt diagram ES mil lt e Palette gt if d GAT MenuNoMatch 3 i MenuMolnput 2 Connections General Voice Services L Events he 4B Event Entry A Event Return lt ll gt Figure 6 15 Connecting Event Entry components to Event Process Label the Event Entry components at this time with the appropriate labels NoMatchError for the NoMatch Event Entry component NolnputError for the Nolnput Entry component and SystemError for the system error entry component See Figure 6 16 Ynice diagram oS Event diagram x HoMatchError se Palette CROCE Mra MenuNoMatch 3 l Event Process k Connections MenuNolnput NolnputError General ENON AEA Voice eo Services p gt Events 4k Event Entry F Event Return we Figure 6 16 Connections Completed September 2013 Copyright 2013 Convergys All rights reserved 83 It is good practice to play a message to the caller about what happened after a MenuNoMatch or MenuNolnput event is encountered on the Event diagram In that way the caller will know what the problem is and what to expect So add Play components after each of these events See Fig 6 17 Voice diagram od Event diagram S E MOMatCHEFFOF DidMotUnderstandInput lt e Palette gt de ada a aw t MenuNoMatch Z l Connections EMOFACHION 6 ctemnerror MenuNolnput Nolnputerror NolnputReceived L General Vopice E 5 a B eo ae Play ET Set Language dH Subdialog
119. nter reached its maximum in the DIMF Menu component Remember that the DIMF Menu component will keep the caller in its internal dialog flow until they make enough errors to reach one of these max error counts or the caller makes a correct entry So if we reach the point in the dialog where an error counter has hit the maximum the caller has already caused several or in our case 3 errors For each of these error counters use the dropdown list to select an event handler that will be processed if that counter exceeds its maximum count The IC event handler diagram will perform a specific task for each predefined event and then exit For this sample recipe use the Menu Error Menu Timeout and Error event handlers Since these three events can happen in any menu in our application the best practice is to have a common handler for all of them For Error select Error For MaxNoMatch select Menu Error For MaxNolnput select Menu Timeout For MaxError select Menu Error This process gives us a unique error handler for two error counters Error and Timeout and a third exit for either NoMatch or MaxError counters Figure 6 10 shows the event handlers selected for best practices C Properties 2 FI Problems El Console g DTMF Menu gt ID dtmfMenu vopvah Name NewseatherSportsMenu General Select event handleris Events Error Error EnEn NoMatch FHolnput Menu Timeout MaxErrors iglesias Figure 6 10 Selecting th
120. oanExtension GetcustServiceRepExtension Now the application is complete and ready to be packaged to create the war file See Recipe 1 Hello World After you complete the package export and create the war file you are ready to put your application into runtime You have now been successful in creating your Basic Transfer Application Congratulations September 2013 Copyright 2013 Convergys All rights reserved 107 Technical support If you have a technical question or problem related to a Convergys product refer to your service contract and or support guidelines for your Convergys representative contact information If you have a technical question or problem related to a Convergys product check your service contract and or support guidelines to find your regional support office location and contact information You can access RealCare by 1 RealCare Customer Self Service Portal http support convergys com irj portal You must register to obtain a user name and password 2 Email address RealCare TS convergys com 3 Mailing address 17787 Waterview Parkway Attn RealCare Dallas TX 75252 Otherwise for assistance contact technical support in one of these geographical areas e Western hemisphere e Eastern hemisphere Western hemisphere For 24 hour support contact the following regional support office National dialing International dialing Tel 800 955 4688 Tel 1 800 955 4688 or Tel 972 4
121. omponent the system plays Sorry did not understand your input Now will transfer you to someone who can help For NolnputReceived Play component the system plays Sorry still did not receive any input am going to transfer you to someone who can help See Figure 6 18 Note Remember to connect the Event Entry component with the Play component Add in a Transfer component and make the connections from the Play component to the Transfer component See Figure 6 18 September 2013 Copyright 2013 Convergys All rights reserved 84 The last error action for this sample recipe is the ErrorAction event By default the ErrorAction connects to a default Event Entry followed by a connection to an Event Return Delete the Event Return and have the Event Entry play an Error message and connect to the Transfer component This is the path that will be followed when the Error Event handler from the NewsWeatherSportMenu component is processed This is the path that is taken for system errors See Figure 6 19 yoice diagram Event diagram 22 s5 Event diagram HoMatchError DidWotUnderstandinput lt e Palette gt ae Qag in MenuboMatch Oo T4 TransferTOCSR 2 Connections l MenuMolnput MolnputError MI ELIBEES IE Wer General Error Action p Shes SystemeError hm C Voice re ap Play PlaysvstermError G Set Language del Subdialag fee Transfer 3 voice End Services Events Figure 6 19 Completed
122. omponent label when you first add the component label it later by selecting the component and pressing the F2 key rename 6 Connect the Voice Begin component to the Collect component Connect the Collect component to the Case component Label this second connection MenuResult as it represents the passing of the result of the menu selection to the Case component Figure 3 2 illustrates the voice diagram at this point Voice diagram 52 Voice Begin MYNS Menu SMS Select MenuResutt DE Figure 3 2 Starting the Voice Diagram Design This diagram represents the start of the speech input voice script where the system plays a menu prompt to the caller The result of the callers menu selection will be passed to the Case statement which will branch execution to the appropriate task depending on the caller s selection September 2013 Copyright 2013 Convergys All rights reserved 32 Entering the Collect Component Properties To define the properties of the Collect and Case components 1 2 3 4 5 Click the Collect component to select it Beneath the diagram in the Properties view gt General option select the Prompt tab Click the Prompt no text entry In the Type field select TTS In the Expression field use single quotes and enter the prompt text Would you like news weather or sports In a real project you could add more Prompt Groups to handle various error conditions such as Noln
123. onent for each of the prompts you want to use In our case we will have two NoMatch prompts and two NoEntry prompts for the basic escalation steps In each case the first prompt for an error will be brief and the second prompt for the same error will have more detail If the caller makes a third error during the menu process the maximum error count event will occur Once this third error event occurs we will use an event handler process that is external to the DIMF Menu component to deal with that condition The prompts that are played after the third error are defined in the event handler outside of the DIMF Menu component September 2013 Copyright 2013 Convergys All rights reserved 72 Here is an example of the escalated prompts for when a menu entry error occurs 1 First NoEntry Error Sorry but did not receive any input 2 Second NoEntry Error Sorry but still did not receive any input Please make your selection now 3 First NoMatch Error Sorry but that is an invalid selection Please try again 4 Second NoMatch Error Sorry that is an invalid selection Your options are 1 for News 2 for Weather and 3 for Sports We need to create four Prompt Groups to hold these four error prompts Then we can configure the conditions under which each prompt will be played All of this can be done within the DIMF Menu Properties view To create the four Prompt Groups go to the Properties view gt
124. onent with the mouse and start typing Configure the DidNotUnderstandInput Play component to play Sorry did not understand your input Now will transfer you to someone who can help Configure the NolnputReceived Play component to play Sorry still did not receive any input am going to transfer you to someone who can help Remember to connect each Play component with the appropriate Event Entry Component See Figure 7 16 Event diagram 23 z Woice diagram i Event diagram DidMotUnderstandinput CollactionNoMath eo si Collection Timet Erroraction go a Figure 7 16 The Updated Event Diagram NolnputRecenved Now from the Voice drawer add a Transfer component Make the connections from the Play components to the Transfer component See Figure 7 17 Event diagram ii Voice diagram SG Event diagram DidNotUnderstandirput z CollectionNot latch eo ui TransferToCor Collection Tirneout F NoInputRecetved Fe D DI Figure 7 17 Transfer Component Added to the Event Diagram September 2013 Copyright 2013 Convergys All rights reserved 97 We still need to define what happens on the basic Error Action event which is the default path taken when the Collect component encounters a system error condition Get rid of the Event Return component and adda third Play component for the third error path The Play prompt should play There has been an error with the syst
125. onents must have a valid play expression and be connected to a valid next dialog step Aa a Sometimes a caller has an input error a caller presses another DTMF key that was not an option or the caller presses no DTMF key Or another type of error occurs For these default errors the system plays Goodbye and hangs up Tip Drag the middle of the DTMF gt Goodbye connector handle down below the call flow 6 Save the project All red X s should disappear and any corrected Errors are cleared from the Problems list September 2013 Copyright 2013 Convergys All rights reserved 29 Adding Call Control You have completed the voice dialog portion of the News Weather and Sports application To complete the project add a Call Control diagram to the application project See the Recipe 1 s call control call flow for an example and then complete these steps 1 2 a a ED Create a Call Control diagram NWS call folder gt New gt ICS Call Diagram In the wizard s File name type Call_NewsWS diagram Note The file name must be unique but you could accept the default Call diagram name The Hello World project also had a Call diagram Because these are two separate projects with their own separate call folders the Call diagram name would be unique to each application project However since you have several Voice and Call diagrams in this sample project typing a descriptive name will make it easier to differentiate th
126. option to return to the original IVR application after a transfer has been made use the bridged transfer A bridge transfer also reports information about the call transfer process including whether the called party was busy or didn t answer In addition a bridge transfer will report how a transferred call ends indicating whether the caller or the called party perhaps a customer service representative hung up the phone September 2013 Copyright 2013 Convergys All rights reserved 100 Use a bridged call transfer if we want to give a transferred caller the option to return to the original IVR application after a called party transferred to party hangs up Alternatively we can allow the calling party the option to return to the original IVR application anytime during the transferred call under the callers control by using a DTMF key or some other asynchronous event For this sample recipe we will be using the simple Blind transfer What is the Purpose of the Calculate Component The Calculate component is used to evaluate expressions and assign values to variables that are used ina call flow The expressions are defined in ECMAscript In this recipe we are using the Calculate component to simply assign department phone numbers to specific variable names and those variable names will be used in the Transfer component With that being said lets get started on our call flow Developing Call Flow Start by opening IC and creating
127. ou should define a specific prompt for that group You will notice below Prompt Group Nolnput_1 there is Prompt no text defined see Figure 6 5 This will create the location for our first error prompt which will be played on the first Nolnput error by the caller C Properties 2 Ek Problems E console a rO A DTMF Menu gt ID dtmiMenu_vopvah Name NewsWeatherSportsMenu General Menu Prompts Standard Properties Events Right click to Edit l l ee Specify Prompt Attributes Comments Leading Trailing Event Type Message ID f Prompt Group NoInput_i Fallback Text f Specify a condition For the prompt 1 September 2013 Copyright 2013 Convergys All rights reserved 74 Figure 6 5 Defining a new Event Prompt Figure 6 5 shows the newly created prompt in the first Prompt Group We still need to define the specific properties of that prompt particularly what it will play Just like defining prompts on previous recipes highlight the Prompt under Prompt Group Nolnput 1 and define the message to be played in the Prompt Attributes fields Notice that we are again using TTS as in previous recipes to avoid having to record actual audio prompts Therefore for Type select TTS from the dropdown box rather than using the default Message ID For this first Nolnput error condition use single quotes and set the prompt expression to Sorry did not receive any input See Figure 6 6
128. our SpeechNewsWeatherSports speech menu just as user friendly as we made our DTMF Menu The same philosophy about retries escalating prompts error counts and centralized event handling applies to soeech menus just as it does in keypad menus We want to make sure those users who don t enunciate clearly enough or are hesitant to proclaim their choice will have more than one chance to get their selection right See the first few sections of the Recipe 6 on DTMF error recovery As with the DTMF Menu we will try to show what we consider best practices in dealing with errors that callers often make when selecting menu choices using speech This recipe will focus on using the Collect component to implement those best practice error recovery schemes We have already discussed much about error counters and event handlers in the previous recipe so we won t go into that much detail here We will assume that you understand the basics of the event handler and will just touch on the differences from the DTMF Menu component error handling Our goal will be to come up with a user friendly Soeech menu dialog structure that you can reuse in any application What does Error Recovery Actually Mean There are three speech errors that can occur in the Collect component one more than what can occur in a DTMF Menu component Two of the speech menu errors are the same as in a DTMF Menu NoMatch and NoEntry The meanings of these errors are the same as in a touchto
129. ources E scripts 2 WebContent Figure 1 3 Getting Started screen September 2013 Copyright 2013 Convergys All rights reserved 3 Creating a New Voice Diagram 1 Inthe Package Explorer click the plus sign by the applications folder to expand it 2 Right click the voice folder 3 Hover over New and then select ICS Voice Diagram See Figure 1 4 Note Figure 1 4 has many diagram options Several are described in other recipes E Package Explorer 2 OO Ae Y i Hellowarld E i applications b gt call HE process E config BIS Application Project H E debugger 30 Into ICS Library Project resources Open in New Window si Ge Era riese show In Alt ShiFt w PR Diagram gt WebContent J Copy Ctrlec ir ICS Voice Subroutine Diagram Es Copy Qualified Name pea ITS Voice Block Diagram Paste Ctrl Ag ICS Call Diagram Delete Delete a ICS Call Subroutine Diagram a ICS Call Block Diagram i Fl a pa ICS Process Diagram Refactor Glk Shirk T F fat IC5 Process Subroutine Diagram b Figure 1 4 Creating a Voice Diagram September 2013 Copyright 2013 Convergys All rights reserved The New ICS Voice Diagram window opens see Figure 1 5 it New ICS Voice Diagram aI ICS Yoice Diagram Og d Cd Create anew ICS voice Diagram E m E Enter or select the parent Folder Helloworld applications voice 2 Helloworld E i applications L call gt process gt voice HI config FI
130. pective opens in Eclipse 2 When IC opens close the Getting Started tab You can read it another time 3 From the IC menu bar select File gt New gt ICS Application Project See Figure 11 it Interaction Composer Interaction Composer Studio wie Edit Source Refactor Navigate Search Project Run Window Help Hew AlESPIFEER d E 1C5 Application Project ICS Library Project FP Project Open File red TLS Voice Diagram ER Cerise ae ICS Voice Subroutine Diagram eels Voice Block Diag E E Figure 1 1 Creating a new application project September 2013 Copyright 2013 Convergys All rights reserved The New ICS Application Project wizard opens see Figure 1 2 In the Project name field type the project name For this recipe type HelloWorld Note The project name has no limit on length but it cannot have spaces The name must be unique and cannot already exist in your workspace The best practice is to name the project the same as your workspace For example the workspace HelloWorld would have the project name HelloWorld and the workspace Banking would have the project name Banking Typically check the Use default location checkbox This is checked by default This will put the project into your default workspace folder it New ICS Application Project ICS Project Create a new ICS Project Project name Hello orld Use default location C Documents and Settings UserNamer wo
131. pleted Speech NWS Voice Diagram cccccccsessecccecceeceeeeeeceeeeeeeeeeseeeeeeeeeessaeeeeeeeesessaaaeeeeeees 42 Figure 4 1 Defining the ANI Variable Name cccccscscccccssssesceecseeeceesceeeeceeeseeesceceesueaseeeesseaaeeeessaegeeeseessaeeeess 45 Figure 4 2 Passing the Caller Phone Number variable cccccccecccccecceeeeeeeeeeeseceeseeeeseeeeessaeeesessueseeeessaaeeeees 45 Figure 4 3 Naming the Passed Variable ccccccccssseeeeeceseeeceeeeeeeseceescaeeseeeeesseeeseessaeaeeeeesseaeeeesssaaageeessaaeeeess 46 Figure 4 4 The Database Query and the Database PropertieS sees ee ee Ee ee Ee ee ee ee ee ee RE ee ee ee Ee ee ee 47 Figure 4 5 Checking the Database Query Result sees ee ee ee EE Ee ee Re ee ee ee ee RE ee ee ee ee EE ee ee ee ee ee Ee Ee 48 Figure 4 6 Connecting the Found Path ees sesse ee EE ee EE Ee ee ee ee ee ee ee ee ee ee ee ee ee Re ee ee ee Ee ee ee ee ee ee ee ee EE ee 50 Figure 4 7 Collect Prompt Propertie S eise ee ee ee ee ee EE ee ee EE ee ee ee ee ee Re ee ee ee ee Ee ee ee ee ee ee EE Ee ee ee ee ee EE ee ee ee 51 Figure 4 8 The Collect component DTMF Grammar propertie S ees ee Ee ee Ee ee ee ee ee ee Re ee ee ee ee ee 52 Figure 4 9 Naming the Collect Component Result Variable esse ee EE Ee ee ee ee RE ee ee ee ee ee ee ee 52 Figure 4 10 Get Account No and Database Edit components ees ee ee ee AR Re ee ee ee ee ea EE ee
132. port In the Prompt Group add six additional the prompts for the multi part weather report See Figure 5 8 3 For Type for each select TTS The text prompt expressions require single quotes The JavaScript does not You can copy below for each prompt However manually type in the single quotes The current weather in CurrentWeather getCity This the JavaScript call for the city name is CurrentWeather getDescription The JavaScript call for the weather description and the temperature is CurrentWeather getl emperature The JavaScript call for the temperature degrees Thanks for calling Voice WebWeather diagram E3 ma Getzipcode GetWeather PlayweatherRepart IE IE eF C Properties 27 Problems El Console e E a Play gt ID play_xuwzov Name PlayWeatherReport n A General Prompt Standard Events Right click to Edit Ed Specify Prompt Attributes Comments Prompt troup on in Type ITs Debugger Prompt The current weather i Yp Prompt ene eee Expression degrees Thanks For calling Prompt is Prompt Currentyeather getDescriptiont Fallback Text Prompt and the temperature is Prompt Current eather getTemperaturet Prompt degrees Thanks For calling lt ii Figure 5 8 Playing the Weather Report 4 Connect the Get Weather component to the Play Weather Report component 5 For the connection option c
133. pplication Project wizard opens In the Project name field type SoeechNewsWeatherSports Tip Remember no spaces in the project name 4 Click Finish The project is added to the Package Explorer See Figure 3 1 Pi t O Q gt SS eee F 3 E Package Explorer 63 5 li Helloworld H E News WeatherSports Figure 3 1 Creating a New Project 5 Create a Voice_Speech diagram for this application project See Recipe 1 s Creating a New Voice Diagram Create a Call Speech diagram also described in Recipe 1 Point the Dialog component of the Call_ Speech diagram to the Voice Speech diagram that you just created 8 Save the project and the red x s should disappear Now you can build a speech enabled menu to let the user speak their selection for news weather or sports September 2013 Copyright 2013 Convergys All rights reserved 31 Adding components To add components 1 At the top of the Canvas select the Voice_Speech diagram tab 2 From the Palette s Voice drawer double click a Collect component to add it to the call flow diagram Note The Collect component is similar to the DTMF Menu component except that the caller can speak a menu selection instead of keying it in on a touchtone phone Label the Collect component SNWSMenu This stands for SoeechNewsWeatherSports From the Palette s General drawer add a Case component Label the Case component SNWSSelect Note If you forget to type a c
134. products specifications and content described in this document are subject to continuous development and improvement and Convergys is entitled to change them at any time Convergys is not liable for loss or damage of any nature whatsoever arising or resulting from the use of or reliance on outdated information Convergys does not warrant that the material contained in this documentation is free of errors Any errors found in this document should be reported to Convergys in writing THIS SYSTEM SOFTWARE FUNCTIONAL SPECIFICATIONS AND OR DOCUMENTATION CONTAIN CONFIDENTIAL INFORMATION AND TRADE SECRETS OF CONVERGYS USE DISCLOSURE AND REPRODUCTION ARE PROHIBITED WITHOUT THE PRIOR EXPRESS WRITTEN PERMISSION OF AN OFFICER OF CONVERGYS Any entity or person with access to this information shall be subject to this confidentiality statement If you have received this document via e mail in error please send the e mail to the originator indicating that you received it in error If you have received a hard copy of this document in error mail this document in its entirety to Convergys Corporation 201 East Fourth Street Cincinnati Ohio USA 45202 Windows NT Windows 2000 Windows 2003 Windows 7 and Windows 2008 are registered trademarks of Microsoft This product may include software developed under Apache Software License Version 2 Copyright 2004 2013 The Apache Software Foundation http www apache org All rights reserved Oracle and Java
135. pt and all the leading prompts in the list will be played before starting the menu selection list In the Leading area select Prompt no text In the Type field on the right select TTS see Figure 2 5 Note Typically speech is preferred However to save time on this sample project TTS allows you to deploy and test the application project without having to record the prompts The prototype deployment is much easier For information on all the DTMF Menu component properties see the Interaction Composer Users Guide In the Expression field use single quotes and type the leading prompt text Welcome to the News Weather and Sports access line See Figure 2 5 September 2013 Copyright 2013 Convergys All rights reserved 22 Tip You can copy the above text and paste it into IC but manually type the single quotes as the curly font causes an error in IC C Properties 5 2 Problems sd 4 A DTMF Menu gt ID dtmfMenu fovdey Name NewsWeatherSportsMenu General Menu Prompts Standard Properties Events Right click to Edit Specify Prompt Attributes Comments Leading Trailing Event DE Debugger Prompt Group 1 zas Prompt na text a Specify a condition For the prompt lt lt ii gt Figure 2 5 Leading Prompt Properties Note When you click Prompt no text or save the project the Expression text displays in the Leading area Note The Fall
136. pt Standard Properties General Events Right click to Edit Specify attributes For the grammar Comments Grammar builtin dtrnf fdigitsrlenath Debugger Weight builtin dtmF digits length 4 Figure 4 8 The Collect component DTMF Grammar properties tl 11 Select the Properties view gt General option gt Standard tab 12 In the Slot Name field type MEANING including the quotes 13 In the Result Variable type New_Acct_No See Figure 4 9 14 In the Input Mode field select dtmf f Properties Wi cn Problems Ef E collect J ID collect_balyow Name GetAcctNo General Prompt Grammar Standard Properties Events Specify standard collect attributes Comments Field Name Debugger Slot Mame WEANING Result variable New Acct Ho CInput Mode demF Max Errors 4 Max Mo Input 1 Max Mo Match 1 Max Speech Timeout 1 Fallback true Al Al Al Al A a Al a l PT New Acct Figure 4 9 Naming the Collect Component Result Variable 15 Because this is just a sample recipe for Personalization in the Properties view gt Events option accept the default error events as Ignore This is not good VUI practice as it routes all of the error paths out the same default path as the success path Future recipes will explain error handling options and procedures 16 Connect all the components September 2013 Copyright 2013 Convergys All righ
137. put or NoMatch However for this sample project leave the error handling to the default which will exit after one error with no error prompts or menu reprompts Unlike the DTMF Menu component the Collect component does not create separate output legs for each menu option As the default all successful menu selections as well as any error conditions exit the Collect component in the same default path after setting the result variable The Case component must inspect and interpret that menu result variable and branch to the appropriate task This means however that there is not any separate default path for an error exit from the Collect component as you configured for the DTMF Menu component Error Handling in the Collect Component At this point in the call flow two options exist for handling errors Let all errors go to the Case component along with the valid menu selections and let the Case component determine the path Since the result variable from the Collect component is an ECMAScript object data structure the case statement will have to parse the result variable and then branch to the appropriate exit Or Define a separate error exit in the Collect component by specifying Inline handling of errors in the Collect component Note IC provides additional error handling options such as an asynchronous error handler process For more information see the Interaction Composer User s Guide For this sample application project
138. r Handling in Collect At this point the easier call flow design would be to route all of the errors to the Goodbye Play component and then exit However the Collect component has five possible error exits Error Nolnput NoMatch Speech Timeout and MaxErrors If the system logs a Collect error its helpful to know exactly which of those errors occurred You will also need to add a Log component to track the menu errors To configure the system to log the menu errors 1 2 3 4 D In the Palette on the right open the General drawer click the Log component and release the mouse Move the cursor below the SWNS Menu Collect component and then click in the Canvas Label the Log component ErrorLog Hover over the Collect component connect to Log component and select the first error condition label Repeat step 4 to connect the other four error exit paths September 2013 Copyright 2013 Convergys All rights reserved 41 11 12 13 14 18 For better readability after you make all the connections select a connector hover at the middle point to get double arrows then drag the connectors apart and or move the connector labels Click the Log component and go to the Properties view gt General option In the Log Expression column enter the text MenuResult no quotes This will log the contents of the MenuResult variable ECMA object any time a Collect error occurs Optionally you can click the Comments option o
139. r select Error For MaxNoMatch select Collection Error For MaxNolnput select Collection Timeout For MaxSpeechTimeout select Collection Error For MaxErrors select Collection Error Figure 7 9 shows the appropriate event handlers set for each error counter E Properties 23 N Problems El Console m o Collect gt ID collect_fusjax Name SNWSMenu General Select event handler s Events Error dis Figure 7 9 Selecting the Event Handlers for the Errors September 2013 Copyright 2013 Convergys All rights reserved 92 Setting the Maximum Error Retry Limits We still need to define the number of errors that we want to allow the caller before we bail them out of the Collect component altogether to get more help This configuration process is almost identical to what we did in the DIMF Menu Error recipe except with speech we do have one additional error type the MaxSpeechTimeout error With best practices the Max Speech Timeout max count error is just handled with the same event handler that does error handling for Max No Match and Max Errors This makes some sense since reaching any of these three max error counts NoMatch SpeechTimeout or MaxError means that the caller has provided some input but just couldn t get it right Even after three tries Only the Nolnput counter represents a different condition since a max count condition on the Nolnput counter means that the caller never made any input attempts at
140. ractive dialogs as natural as possible allowing callers to interact with their information with minimal effort and frustration IC lets the developer focus on those issues Once the main flow has been established then the designer can work on lower level issues such as error recovery and database interfaces Why Should Read this Cookbook Each cookbook application is essentially a recipe for a common type of application Read this cookbook e To learn how to use Interaction Composer to build interactive voice dialogs quickly and efficiently e To see how Interaction Composer works before committing to learning the language and or to building a full application Many developers want to learn a new tool by writing a basic application without having to reference all the features and options e To start developing with Interaction Composer as soon as possible Pick two or three recipes that are similar to the kinds of applications you intend to build Later you can combine these pieces into your application e To get an overview of the features and functionality of Interaction Composer by following a few of the step by step recipes for simple applications e To learn dialog design as a beginner If you have never designed a voice dialog the cookbook will lead you through the process step by step and you can use the Interaction Composer tool to build e A basic Hello World voice application e These applications cover the minimum steps
141. re 1 2 New Project Wizard ie ak vs Ve AN EA EN as ke NM ee N AA EE ee EN Se Rea KERN AA Ra wek ed EEN EG Nu Ek SSA waa WRK kes 2 Fidure 13 Gelling started See so ENE Re EE Ed ee ER GEN ee N EEEE eo Ee ee Ee 3 Figure 1 4 Creating a Voice DiagraM esse ees see ee RR EE Ee ee ee ee ee ee Re EE ee ee ee ee ee ee ee ee ee Ee ee ee ee ee ee ee ee EE Ee ee ee 4 Figure 1 5 Creating a Voice Diagram file ccccccccceseececeeceeeeeeeceeeeceeeseeseeeeeeseeeeseeeseaaeeeesseageeeesssaeeeeessegeeeeesags 5 Figure 1 6 First Voice Diagram ccccccccseseccceeseeceeeseeecsaueeecsaseeessaeeeesseeeessaeeessaueesssageeessageessaseeessaeesessagesessages 6 Figure 1 7 Voice Diagram fileS see ee EE RE RR EE ee EE Ee ee EE ee ee EE Ee ee EE ee ee EE ee ee EE ee ee ee ee ee EE Ee ee EE ee ee EE ee ee EE ee ee EE 7 Figure 1 8 sAdding an actio GOP ed re Pd Ee ge ee oo Re Ge reed ee N Dr 8 Figure io IEG IE OC CO se EE DA E GE aden oe 9 Fidite 1 Os D O Es ses ae Ge De EE N Ee ele ei LE RE Ee ee 10 Fidure 1 11 AUTO Arrandement sis vers Ese oa ke oa ge ES Ge ee OG OG es eo Ee ek De 10 Figure 1 12 Defining the So Ui oe EO ER EE N N OE EN 11 Figure 1 13 Final Voice Diagram with Prompt Properties sees ss es ee ss es ee ee ee ee Ee ee ee ee ee Re ee ee ee ee Re ee ee ee ee ee ee 12 Figure 1 14 Creating a Call Diagram cseiiceseccsectastideoccnacavezssevtegsnoeudaqveeneaseenadeusseneeceeei aaia ara E iais 14 Figure 1 15 Creating a Cal
142. result This recipe won t use the value but naming the variable removes an error flag from this component Typically this is flagged when the variable that holds the menu option that the caller pressed has not been defined 4 For this basic recipe accept the default settings See Figure 2 12 e MaxErrors When set to 1 and 1 input error occurs the call flow exits the DTMF Menu component and takes the Default path towards the Goodbye component See steps below No error prompts or reprompts will be played This isn t the best dialog design but for now it keeps things simple A later recipe will handle more user friendly error recovery schemes Properties 2 3 ci Problems EE console s A DIMF Menu gt ID dtmfMenu gaghah Name NewsWeatherSportsMenu General Menu Prompts Standard Properties Specify standard attributes For the menu Events Comments Field Name Debugger a Result variable Ni Sresult Max Errors 1 s lt H 2 HY A Max Molnput 1 Max MoMatch 1 Fallback true Bargeln Figure 2 12 DIMF Menu Advanced Properties To fix the default error problem Select the DTMF Menu component Hover the mouse over the DIMF Menu component to get another connector handle Drag that connector handle to the Goodbye component At the pop up menu select Create Default Connection In the connector label text box type the label DefaultError Play comp
143. ries right with some helpful comments along the way We will try to show best practices in dealing with errors that callers often make when using touchtone menus We will focus on how to implement those best practices when using the DIMF Menu component To understand the error handling aspects of the DIMF Menu component we will need to understand more about event processing in components specifically the Error Menu Error and Menu Timeout events Also this recipe will explain event handlers and event diagrams which is how IC deals with common conditions that may occur multiple times in a single application Instead of handling the same condition over and over in your diagrams which causes lots of diagram clutter IC provides a mechanism to route commonly occurring conditions to a central event handler where the response to a specific common condition can be defined once in one place Our goal with be to create a user friendly DTMF menu dialog structure that you can reuse in any application What does Error Recovery Actually Mean When presented with a touchtone menu dialog callers make two common errors e Caller makes a selection that is not in the list of valid choices For example suppose the caller is presented with three choices Press one for News two for Weather and three for Sports If the caller selects seven this is an invalid selection or a NoMatch error A NoMatch error will occur any time that a caller makes a sel
144. rkspaces Hellworld Working sets Add project to working sets Figure 1 2 New Project Wizard If HelloWorld is your first IC application project the window will not have a Next button only Finish and Cancel buttons If you had created other projects previously in your workspace the wizard would have a Next button which would allow you to link other projects and libraries to this new project However the basic HelloWorld application will not need any other projects or libraries Another recipe will cover libraries and linked projects 6 Click Finish September 2013 Copyright 2013 Convergys All rights reserved 2 7 Inthe Package Explorer pane on the left click the plus sign by the HelloWorld project folder to expand the tree view Figure 1 3 Tip You can close any Eclipse views the various panes in the Eclipse window that you re not using for example you may not need the Outline view for the recipes If any of the Eclipse views get closed or rearranged right click the Interaction Composer perspective box in the upper right corner of the view and then select Reset This resets the window arrangement in Eclipse It won t delete or change anything you have entered it Interaction Composer Interaction Composer Studio File Edit Source Refactor Navigate Search Project Run Window Help ct HOG Or ihe E Package Explorer 23 O AS oe Helloior id H applications L config E i debugger res
145. rmation IVR applications can take advantage of the caller ID capability to simplify and personalize applications Personalized preferences and interactions such as presentation language task sequences reminders and immediate access to non sensitive information can be driven from the caller s ID which greatly simplifies regular users experiences New caller For a new caller or someone calling from a new phone the caller s phone number is not in the database If the application s database query doesn t return a match for the phone number the application will assume that the caller is new e The system will prompt for a four digit account number play it back to the caller and then store the account number in the database along with the caller s phone number e When the system adds the callers phone and account numbers to the database it creates a record in the database for that caller Both should be stored in the same database record Existing caller When the call is received the Personalization application captures the caller s ID phone number and then uses that phone number to query the database The phone number is the key to that user s record and the account number is just another field in the caller s database record e If there is a match for the caller s phone number in the database the database returns the record e The application extracts the account number and therefore does not prompt the caller for
146. see see se ee sees se ee see ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 43 CREATING THE VOICE DIAGRAM cr cotetetedeceasneicatecaedeuseunnasncdodesededeatavosddes beumsensoosengabasunaeanaunaseen souemens lt otecesbaounaeeemenensd 44 CREATING THE CALL CONTROL DIAGRAM ccccceccssccscccsccscccsccscenscessesceuccuscecceuscessescenscusseuscesscessescesscusseccenceuss 44 PASSING VARIABLES FROM CALL CONTROL TO THE VOICE DIAGRAM ccccseccssccecccsccuccenccescceuccusceuscenseuscenscenceues 44 CAPTURING NAME LIST VARIABLES IN THE VOICE DIAGRAM esse sees ee sees ees ees see see see ee ee ee ee ee see ee ee ee ee ee ee ee 46 CHECKING WAS Gorse OE rosie dere de OE OE N OE N N EE EE Ee EE ah OE EO N 47 USING THE IF COMPONENT TO SELECT A PATH ccccccccsccceccscccuccceccsceuccenccuscencsesssesceccesccessessesseusseuscesscussencsenceuss 48 PLAYING THE ACCOUNT NUMBER ccccscccscccsccsscccscccceuccusccsceuccesscusseuccesseussesccesseusseccesseusseecsesseusseussenscusseuccenceuss 49 COLLECTING A NEW ACCOUNT NUMBER c ccscccssccscccsccusceucccsccscenccusseccenccusseucseuscusseuccenccusseuscesscusseuscenccusseuccenceuss 51 STORING THE ACCOUNT NUMBER AND PHONE NUMBER ees ees ees see ees sees see ees ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 53 SAVING CIO OYE shea cca WEE OE EO EO EE N Ee 54 REMAINING DIAGRAM ERRORS cccccsssccssccescccscccsscccsccescccsceusccessseucceusccescceusseusccuseceusseusseuscseucseusceuscseee
147. seusceusceeuesens 54 Recipe 5 Accessing WED Services seek e eN ee ev Ri WEN Gee ke ee de We Ee in wee Gee Ee Ge ee ie 56 WHAT THE WEB SERVICES RECIPE DOES oase esse ees Ge Eed Gee Ese Ee Ee ie Gee Ge Se Gee ee ee ee Ee ee ee ee 56 THE WEB SERVICES WIZARD ee Se Gee N se ese Gee Ee ee ee ee Ee Oe Ee Ge ee Ge re ee oe EO RE GE ee 56 USING THE WEB SERVICES WIZARD es ee ese oen ees Eie EEEE Ge Ge Gee Oe es ee ee ee Gee ORE GE ee 57 BUILDING TEE WEATHER VER ees ee ee ee oe ee RE ee ee OG EG ee don canal ee ee Gee Ge ED EE ee 60 CATLINGTHE WEATHER SUBROUTINE ae sees ee ee ee oe Ge Se Ee GE ee N EE Ge 62 FINDING THE JAVA METHODS FOR THE WEATHER OBJECT ees see sees see sees see ee ee ees see ee ee se ee ee ee ee ee ee ee ee ee ee ee ee ee ee 64 DESIGNING THE WEATHER REPORT PROMPT ees ee see esse ee se ee see es ee ee se ee se ee see ee ee ee se ee ee ee ee ee ea ee ee ee ee ee ee ee ee 65 PLAYING THE WEATHER REPORT NS eo De De ee EP GE EE eee 66 Ede def VIP 8 ie ET ER EE EE OE N N OE N N ee 67 Recipe 6 DIMF Err r ReGOVelV asse eke De cess n seems EEE ee ie ai ee sien ee He 69 WHAT THE DTMF ERROR RECOVERY RECIPE DOES esse ees ee see see ee ee see see ees ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 69 WHAT DOES ERROR RECOVERY ACTUALLY MEAN ees ee sees sees es se ee se ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 69 DEVELOPING THE CALLE LOW is esse de see ie ee ee Ee ee ge ee ee Gee Ge ne ee ee ie ese
148. software framework that supports application software development e Eclipse is written primarily in Java for portability but Eclipse doesn t promote a specific programming language The Eclipse framework allows plugin components which can expose a specific programming methodology Convergys has designed a plugin for Eclipse that exposes a graphical user interface to the voice application developer and that UI is focused on allowing a developer to design voice dialogs by drawing flowchart diagrams e To make a developer s job easier all Eclipse plugin components are bundled into the install program Then the developer creates a project in IC and draws a flowchart of the application flow in that project As the developer designs the flow diagram IC builds an internal data structure that captures the flow essentials Each time the developer saves the flowchart IC creates various files that contain all of the information defining the logic flow as well as the data required to display the flowchart icon positioning and connectivity When finished with the dialog design the developer saves the project and then packages the application into a WAR Web Application ARchive file The WAR file will contain all of the files and data necessary to run the application including audio recordings grammars and SCXML documents as well as an SCXML browser and any other runtime processes required to execute the application This diagram illustrates the packaging
149. st practices error recovery Properties 2 5 2 Problems E console A DTMF Menu gt ID dtmfMenu vopwah Name NewsWeatherSportsMenu General Menu Prompts Standard Properties Events Specify standard attributes For the menu Comments Field Mame Result Variable W Sresulk Max Errors 3 Max Holnput 3 Max MoMatch 3 Fallback true s lt H ey HH HY Bargeln Figure 6 11 Defining the number of Errors Completing the Event Diagram Just because the IC event handler diagram has predefined entry points for standard dialog events doesn t mean that what the event handler does is also standardized In most cases any of these max count menu errors would cause a simple explanation prompt to be played followed by a transfer to a live operator but it is easy to add more comprehensive dialogs in the event handler September 2013 Copyright 2013 Convergys All rights reserved 80 The Event diagram is located in the voice folder along with the Voice diagram Double click on the diagram file in the Package Explorer to display the Event diagram in the main window See Figure 6 12 The default Event diagram only has three components an Event Process component an Event Entry component and an Event Return component Click on the Event Process component Gear to select it Look at the Properties view to see the Event Process components properties See Figure 6 12 The Event Process has six
150. t Would you like the news weather or sports should already be in the prompt box We defined this in the original SNWSMenu and then copied all the components and their properties from the original recipe The default Prompt Group holds our initial prompt which plays the options for the caller If you select the default Prompt Group you will see that the Scope attribute has been set to Default This is the Scope you should always use for the standard prompt in a Collect component as it will cause that prompt to be played as soon as the Collect component is executed In the Prompt Group area right click in a blank space and select Insert a new prompt group below see Figure 7 3 The new Prompt Group will be automatically labeled Default_1 until we change its attributes C Properties 5 Hi Problems EE console eo Collect gt ID collect_fusjax Name SNWSMenu General Prompt Grammar Standard Properties E A Events Right click to Edit Specify attributes For the prompt group Ed PromptGroup Default_1 Comments Prompt Would you like the ne Scope DePaul w Insert a new prompt group above o Reprompt Insert a new prompt group below Delete this prompt group Figure 7 3 Adding an Event Prompt Group Select the new Prompt Group Its attributes display in the right pane Just as in the DTMF Menu this is where you select the type of error Scope for which you want this prompt played and when in
151. t the parent Folder Hello World applications call W Hellowarld EE build gt settings E i applications L gt call process 2 voice HI config HI debugger Fr resources scripts 2 WebContent File name Call HelloWorld diagran dem Cancel Figure 1 15 Creating a Call Diagram 4 Inthe File name field you could accept the unique default name Call diagram However for this sample project type Call HelloWorld diagram 5 Click Finish 6 Inthe Package Explorer expand the call folder The Call Diagram wizard has created the files that define a basic default call diagram Linking the Voice Diagram to the Call Diagram In the Canvas view note that the call diagram contains four component icons representing the four basic steps of a call call arrival answer voice dialog return and a call end Typically these default steps are all that most call applications require In the Package Explorer notice that a red X appears by the Call HelloWorld diagram file as well as the call applications and HelloWorld folders This indicates that you must enter a required parameter or attribute before the application will be complete In the Canvas view note that a red X also appears on the Dialog icon which is the third icon from the left That indicates where you must add the required parameter September 2013 Copyright 2013 Convergys All rights reserved 15 To clear up the error condition in the c
152. t with a variable prompt to deliver some information to a caller Now every time the same caller calls the application plays their account number September 2013 Copyright 2013 Convergys All rights reserved 49 Connect the components on the voice diagram 1 Select the connection between the Voice Begin and Voice End components Click the Voice End s terminating handle and drag it to the RetrievePhoneNo database component Connect the RetrievePhoneNo database component to the If component All of these connections are default connections so you don t have to make any connection type selections Connect the If component to the Play component Select Create Default Connection since the Else condition of the If component is the default path Previously you labeled the Else path Found so the connection is automatically labeled now On the toolbar click the Arrange All icon See Figure 4 6 Play Account Num Retrieve Phone Ho Check Phone No Found Ds S Se k Figure 4 6 Connecting the Found Path September 2013 Copyright 2013 Convergys All rights reserved 50 Collecting a New Account Number lf a caller s phone number is not found in the database prompt the caller to enter it using the keypad on their phone After the system collects the phone number code the call flow to save the account number with the phone number in a new record in the database To capture the callers account number l
153. the NewsWeatherSports DTMF Menu component in the voice diagram In the Properties view gt General option select the Standard tab See Figure 6 11 This is where you can set the properties for the Max Errors Max NoMatch and Max Nolnput counters In our original NWS recipe these maximum counts were all set to 1 Change the three max count values to 3 to follow our best practices for DTMF Menu error handling The caller will stay in the DTMF Menu component until he either makes a correct entry or reaches one of the max error limits Setting the max error counts as shown will allow the caller to have three NoMatch errors where an invalid option is chosen or three Nolnput errors where the caller experiences a timeout basically caller doesn t key in anything or a combination of these errors that add up to three which we specify in MaxErrors If one of these maximums is reached the call flow leaves the DIMF Menu component through the error exit and goes to the event handler To get a better understanding of MaxErrors here s an example If a caller has two NoMatch errors and one Nolnput error then Max Errors will now be three At this point we will execute the processing that is defined for MaxErrors which we will define in the event handler sections An easy way to understand MaxErrors is to realize that this is just a combination of NoMatch and Nolnput errors encountered Figure 6 11 shows the completed error count entries for be
154. the TTS engine can resolve yoice diagram 23 A Hellovvorld d Properties 23 Problems GT Em a Play gt ID play cuzzog Name HelloWorld General Prompt Standard Events Right click to Edit bel Specify Prompt Attributes Comments Prompt Group Prompt Hello World Type TTS Debugger Expression Hello World Fallback Text Specify a condition or mark a Bargeln occurrence For the prompt Condition Mark Figure 1 13 Final Voice Diagram with Prompt Properties 8 From the IC menu bar select File gt Save Hello World displays under the Prompt Group This saves your flowchart and all of the associated attributes grammars prompts other files and components and puts them in the appropriate folders under the HelloWorld project folder Note Click in the Voice diagram view outside the Play icon and the Properties view will return to the overall Properties view If a red X appears on a component after the Save operation an error exists with the configuration of that component Review the steps you made when you configured that component September 2013 Copyright 2013 Convergys All rights reserved 12 Add another Play component Don t connect it to the other components because you ll be deleting it This will just demonstrate how you would complete the Type field for audio messages For a description of all other options in the Type field see the Interaction Compos
155. the menu bar select File gt Save The error condition red X should clear When the voice dialog completes control will return to the call diagram voice icon and then exit to end the call Note The Canvas view now has two tabs above its window one for the Voice diagram and one for the Call diagram You can view either of them by clicking on the tabs If the Getting Started tab is still there you can close it Packaging your Application Now you can bundle the application with the voice diagram and call control diagram into a WAR file and deploy it WAR stands for Web Application aRchive and this WAR file contains all the components that are September 2013 Copyright 2013 Convergys All rights reserved 16 needed to run your voice application on an application server When you are ready to test your application deploy this WAR file to an application server To package all your application files 1 Inthe Package Explorer right click the HelloWorld project folder 2 Inthe middle of the list select Package ICS Application see Figure 1 17 E Package Explorer 3 S O Call diagram ES 7 pit o e EN Mu applications TA H call E i process Open in New Window Ege voice Show In i AsvncE we i E AsvncE ve EE Copy Event die E3 Copy Qualified Name Event icx 2 Paste OE mo Voice dia Delete Voice ic al Wworkshes Build Path b config Refactor Dl Ea J L lii pg Import py Export n Out
156. the prompt al Mark Figure 1 12 Defining the Prompt 2 Inthe Properties view be sure the General option is selected on the left Be sure the Prompt tab is selected 4 Under PromptGroup select Prompt no text On the right the Specify Prompt Attributes area displays 5 Inthe Type field select TTS Typically prerecorded audio is better quality at runtime than text to speech However for this sample application project you won t be recording any prompts Therefore specify all audio as TTS It will be rendered by the TTS engine at runtime In an actual project TTS is useful for playing text that cannot be defined during development such as e emails e web news articles September 2013 Copyright 2013 Convergys All rights reserved 11 6 When you select TTS the field beneath it is labeled Expression See Figure 1 13 7 Inthe Expression field use single quotes and type the text of the prompt phrase Hello World This phrase will be rendered at runtime by the TTS engine Tip To speed up the development you can copy the above text Hello World and paste it into the field However you must manually enter the single quotes IC gives an error when you paste from Word Note Spaces are acceptable in phrases Note The TTS text can also be a variable or expression that resolves to some text In this case the fallback text will be used if the variable or expression fails to resolve to something that
157. the system will know how to retrieve the WSDL doc A typical weather web service is provided by the web services company Cdyne Please note that Convergys has no control over this web site and WSDL In the wizard s WSDL Location field enter this URL which is the location of their weather service WSDL document http wsf cdyne com WeatherWS Weather asmx WSDL A test web page that uses the Cdyne weather web service is located at http ws cdyne com WeatherWS Weather asmx op GetCityWeatherByZIP You can use that browser page utility to view the XML WSDL document that the web service returns 4 Inthe Target ICS Library Project field enter a name for the weather web service library project In this sample library project enter WebWeatherSvc 5 Atthe bottom right click Finish The wizard creates the library project WebWeatherSvc The wizard will access the WSDL over the web and place the weather services it created in the new library project folders September 2013 Copyright 2013 Convergys All rights reserved 57 It may take a few seconds to create the new library When it finishes the folders are listed in the Package Explorer See Figure 5 2 8 Package Explorer ES E E Helloworld E Mewsweather Sports Bs Personalization H E SpeechWews WeatherSports WebWeathersvc Bl config H E javadoc H E resources H E EE El subroutines H E call setEndpoint diagram setEndpoint icxnil setTimeout diagram
158. third Calculate component labeled GetCustServiceRepExtension Here just as in the previous two Calculate components assign the customer service representatives extension to transferExtension This time we assign 6113333 to transferExtension Now all of the Calculate components are complete At this point CheckMainMenuSelection Case component can attach to the designated Calculate component again refer to Recipe 3 SpeechNewsWeatherSports for information on connecting the case component to other components The updated Voice diagram with the connections from the Case component to the Calculate components is now in place see Figure 8 5 oe mw gt Voice diagram GetNewAcctInfoExtension NewAcctInfo CQ D x i i CheckMainMenuSelection PlayGreeting SpeechMainMenu default Ere CustomerServiceRep GetCystServiceRepExtension Figure 8 5 Updated Voice Diagram with Calculate Components September 2013 Copyright 2013 Convergys All rights reserved 104 Adding a Transfer Component to the Voice Diagram Finally from the Palette s Voice drawer add a Transfer component to the Voice diagram see figure 8 6 n ei lt gt Voice diagram lt 2 Palette Ir EN N kAAar GetNewAcctInfoExtension Connections OY iet S General NewAcctInfo gt Voice C awe Collect D gs Custom Collect i j CheckMainMenuSelection DTMF Menu PlayGreeting SpeechMainMenu default GetLoanExtension amp PS Zg Goal
159. ts reserved 52 Storing the Account Number and Phone Number To store the caller s account number in the personalization database along with the caller s phone number 1 From the Services drawer add a Database Edit component to the left of the GetAcctNo component 2 Label it StorePhoneAndAcctNo 3 Select the Database Edit component See Figure 4 10 Et Voice Personalization diagram 7 gt E 10 Enter the value New_Acct_No result 12 PlayAccountlum lt j RetrievePhoneNo CheckPhoneNo amp Found ED P A o GetAcctho StorePhonesnd cctio Figure 4 10 Get Account No and Database Edit components The Properties view gt Data Source field defines the database that the system will access The exact content will depend on your database schema Here is an example java comp env persdb The SQL field must contain the query to be executed and it needs to reference the two parameters in the SQL INSERT statement Again the exact content will depend on your database schema Here is an example enclosed in single quotes INSERT INTO perstable VALUES Note The SQL statement can t use any variables unless they are defined in the SQL Parameter area To the right of the SQL Parameter area click the Append Row buiton twice Click in the first Expression row and then click the ellipsis button The Expression Editor opens In the left pane expand the Document Variables folder and double click t
160. ts reserved 89 E Properties 3 E Problems E Console rd a amp Collect gt ID collect fusjas Name SNWSMenu General Prompt Grammar Standard Properties Events Right click to Edit Mu Specify Prompt Attributes Comments El PromptGroup Default 1 Prompt Would you ike the Type demp raup bees i Expression Sorry I did not get that Please speak your selection al Prompt Sorry I did mot get Specify a condition or mark a Bargeln occurrence For the prompt a Mark Figure 7 7 Completing the New Prompt Add a second Nolnput error Prompt Group Then add two escalating NoMatch prompt groups to the Prompt pane Finally add two Speech Timeout prompt groups to the pane Speech Timeouts are our new type of error and they occur when the caller talks too long when making a menu selection This kind of error can t happen with a DIMF menu Remember that we only need two Prompt Groups for each error type since we are going to set the maximum error counts for all types of errors to three So on the third error we will jump out of the Collect component and go to the Event Handlers which we will define later in this recipe The previous DIMF Menu recipe covers the rationale behind the event handlers in more detail Also remember that with the second occurrence of each error type the prompt messages get more specific Make sure that you set the appropriate Scopes Prompt Counts and
161. u ED General Menu Prompts Standard Properties Events Right click to Edit Specify attributes For the event prompt group a Comments Leading Trailing Event Scope HolInput E Prompt Group Nolnput 1 Frompt no text Prompt Count 1 Do Reprompt true Present As sequence t p t t a Condition true Figure 6 4 Nolnput 1 Prompt Group The Scope attribute for this first prompt is set to Nolnput which specifies the type of error that will launch this prompt The Prompt Count is set to 1 specifying that this particular prompt group should be played only on the first Nolnput error that occurs The Condition attribute of true makes this error prompt play every first time that the Nolnput error occurs A more complex Boolean expression for this attribute can vary this rule Setting the Do Reprompt attribute to true means that the system will play the NewsWeatherSportsMenu prompts again for the caller after the error prompt This includes the leading prompts as well as trailing prompts If you don t want to play the leading prompt on each error each time place the leading prompts in a Play component in front of the Menu component and take out the leading prompt message from the DIMF Menu component In this example we are choosing to play the leading menu prompt each time since itis a part of the DIMF Menu component After you have finished setting the attributes for our first prompt group y
162. uilding our custom event handlers by adding two additional Event Entry components onto the Event diagram to the right side of the diagram The Event Entry component is located on the Palette gt Events drawer This gives us three Event Handler entry points total which will cover the three different error handlers we want to create See Figure 6 13 September 2013 Copyright 2013 Convergys All rights reserved 81 i aa z Voice diagram Eventdiagram 25 2 Palette Sw Connections General Voice Services 2 Events 2 Event Entry 4 Event Return E Figure 6 13 Adding Event Entry Components to Event Diagram Defining the New Event Entry Components Now that we have added in the two new Event Entry components integrate them into the Event diagram Select the Event Process component which is the first component in our Event diagram The Event Process component properties allow us to configure the Event Action associated with each Event Name Figure 6 12 shows the Event Process component properties where we can associate the entry points in the Event Process component to specific Event Entry components Remember for this recipe we are only concerned with three events Error Menu Error and Menu Timeout For two of these error events we will define a different Error Action rather than using the default of ErrorAction The default ErrorAction will execute the generic error handler deals with the multitu
163. urns The ECMAScript expression for the test is RowCount 0 This expression will be true if the CallerRecord is empty If the CallerRecord variable is empty the RowCount will be zero and the ECMA expression you typed will be true If the expression is true the component will take the exit labeled in the Label field in this example NotFound If the CallerRecord variable is NOT empty the call flow takes the Else exit path from the If component In this example it is labeled Found to indicate that there was something in the record returned from the database See Figure 4 5 Yoice_Personalization diagram x i Call Personalization diagram RetrievePhoneho CheckPhoneno Al 25 palette gt N N D SA Fe VI Connections lt 2 id ul gt al oe ER od Q Properties os Problems rd do If gt ID if vekgec Name CheckPhoneNo gt General Specify conditional Expression and unique name Comments Row Expression l 9 Es RowCount 0 d eXe id NT Figure 4 5 Checking the Database Query Result September 2013 Copyright 2013 Convergys All rights reserved 48 Playing the Account Number This technique is used extensively in many applications so it is useful to understand the process If the callers phone number is found in the database the system can use the Database Retrieve component to retrieve the phone number record from the database In this example you named this
164. utes Events Data Source java compensi persdb Al Comments Hote This value will override the default data source value in the DBclient s c File Debugger SOL select From persdb where AWI 7 Result Variable CallerRecord Row Count Variable RowCount tl 2 Error Variable OBError Specify SOL Parameter Row Expression Type B Ese d EE omn GallerFhonelda Figure 4 4 The Database Query and the Database Properties September 2013 Copyright 2013 Convergys All rights reserved 47 Using the If Component to Select a Path To check whether the database query was successful 1 a p g ED oN In the Palette gt General drawer add the If component to the right of the Database Retrieve component Label it CheckPhoneNo See Figure 4 5 Select the If component In the Properties view gt Expression column type RowCount 0 In the Label column type NotFound At the bottom in the Else Label field type Found Specify conditional expression and unique name fields This defines the exit paths from the If component e Found The call flow takes this path if the database query returns a callers record e NotFound The call flow takes this path if the query returns empty To check whether the length of the data in the CallerRecord variable is zero the Database Retrieve component provides a RowCount variable that returns the number of rows or database records that the query ret
165. vices for news weather and sports The WSDLs extract the appropriate text from a website which the text to speech engine then plays to the caller Creating the Project To keep your workspace simple collapse the HelloWorld project folders in the Package Explorer and close any diagram tabs above the Canvas 1 Click File gt New gt ICS Application Project The New ICS Application Project wizard opens see Figure 2 1 t Mew ICS Application Project ICS Project Create a new ICS Project Project name News WeatherSports Use default location C Documents and Settings UserNemer workspaces Hellaworld Working sets Add project to working sets G 7 C Ca Les Figure 2 1 Create a new ICS Project News Weather Sports 2 Inthe Project name field type your project name for example NewsWeatherSports September 2013 Copyright 2013 Convergys All rights reserved 18 Remember that there can t be any spaces in the project name so News Weather Sports with a space between the words is not allowed 3 Be sure that the Use default location checkbox is checked This adds your project to your default workspace folder along with the HelloWorld application project Note A Next button displays on the New ICS Application Project wizard that wasn t there when you created the HelloWorld application When you create a library project its name will be available in the next window in case you want to link the
166. voice diagram with a telephone call or other launch process For the sample HelloWorld application this higher level is the call control level E Package Explorer 2 3 gt O voice HelloWorld diagram 22 si Mid Hellovorld Helloworld ra ai C sl applications D T4 Dr gt EI G process LL ICS Application Project E voice Go Into ICS Library Project EL config Py Project Open in Mew Window El resources As B E audio 2 Copy Ctrl C ee ICS Voice Subroutine Diagram HE en US BS Copy Qualified Name ee ICS Voice Block Diagram HE systen TE Paste Ctrl z ls ICS Call Diagram g a Messa a Delete Delete F ICS Call Subroutine Diagram Figure 1 14 Creating a Call Diagram The call control diagram configures the system to wait for an incoming call When the call arrives the system answers the phone and starts running the voice dialog If you want the call control can run several voice diagrams in sequence When the last voice dialog is finished the system ends the call and hangs up 1 Inthe Package Explorer expand the applications folder 2 Right click the call folder 3 From the list select New gt ICS Call Diagram See Figure 1 14 The New ICS Call Diagram wizard opens see Figure 1 15 By default the call diagram folder is highlighted September 2013 Copyright 2013 Convergys All rights reserved it New ICS Call Diagram ICS Call Diagram Create a new ICS Call Diagram Enter or selec
167. we ll use the original NewsWeatherSports application as our starting point and then just add the error recovery dialog to it To prepare this new Voice diagram for the NWS components we are going to insert stretch the Voice Begin and Voice End components apart and delete the connector You will be pasting the old NWS recipe components in between the Voice Begin and End components Now go back and open the original NewsWeatherSports recipe Then launch that recipe s Voice NWS diagram from the Package Explorer window You should have the old recipe s Voice diagram showing in the main diagram window Select the NewsWeatherSportsMenu component as well as the four Play Components News Weather Sports and Goodbye all at once You can select all of the components by starting at one September 2013 Copyright 2013 Convergys All rights reserved 70 corner and dragging a box around the components you want to select or use Control click to select unselect each component individually You don t need to select the green Voice Begin or red Voice End components as those components are already in our new project After the components are selected you will see that they have a black box around them right click the mouse on one of the selected components and select Edit gt Copy see Figure 6 1 Then go back to your newly created Error Recovery NewsWeatherSports application and paste the components into the Voice diagram see Figure 6 2 NOTE
168. ye component to the Voice End component You don t need to label the connector This will end the dialog after the Goodbye prompt 3 Save the project to clear all but one of the errors The diagram should resemble Figure 8 11 F e yoice diagram 3 gt 7 Mews Weather News Weather Sports wenn T4 Figure 2 11 Connecting the dialog Diagram Errors If you ve configured all the components correctly only one red X should remain on the diagram s DTMF Menu component To investigate any problems in the diagram 1 Beneath the Canvas select the Problems view next to the Properties view Note This view lists all problems in a diagram no matter which component is selected in the diagram 2 Expand Errors Two required features of the DTMF Menu are missing default and resultVariable In the diagram click in the white space or on another component In the Problems view double click one of the Error rows The DIMF Menu component is selected in the diagram To correct these two errors see the next section lf another component has a red X on it one of its required attributes may not be configured correctly September 2013 Copyright 2013 Convergys All rights reserved 28 Handling Menu Errors To fix the resultVariable error 1 Select the DTMF Menu icon in the diagram and then click the Properties view 2 Select the Standard tab 3 Enter a variable name in the Result Variable field for example NWS

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