voxeo summit day 2 - advanced ccxml topics
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TRANSCRIPT
ADVANCEDCCXML TOPICS
Agenda
• Advanced Call Control and Error Handling
• Outbound Dialing using Advance Call Progress Analysis
• Delivering Customer Attached Data (CTI) via SIP
• Getting Dirty with Advanced Operator Features
• Question and Answer
• Advanced call connecting/bridging• VXML was not designed for call control,
<transfer> doesn’t cut it.
• Play multiple menu choices or prompts to different call legs at the same time.
• Yes, you actually have control over individual call legs
• Connect more than two parties, go for it!• Conferencing available, mute, or unmute
participants full moderator control
Say no to For Call Control
Call Control – VXML’s Deficiency
• Call bridging without retaining the audio path
• This ensures high QOS while still retaining control over the call
• Actual control over a REFER based blind transfer
• Handling scenario where a blind transfer fails while not losing your caller
• Implement a true “consultation” transfer• Decide whether the agent is available prior
to blind transfer.
Call Control for Transfers
Error Handling
• CCXML allows users control over errors that can occur prior to the invocation of a VXML document
• Usage of <dialogprepare> is also key!
• CCXML documents don’t have a final state like VXML apps, application context lives until told to <exit/>
• Easier to recover from error, and or manage call backs to webserver
• Implement retry logic, asynchronous state machine provides easy control.
Advanced CPA Detection
Advanced CPA AbilityCPA is Really Cool!
• Allows for multi-phase detection• Start a human message and change it on the fly• Eliminate post answer silence• Lots of knobs to tweak and tune
What Differentiates a Voxeo Outbound Solution?• Full control over your what happens on the call,
no black box dialing platform.
• Real-time results of call disposition’s and results, allows for real-time decision making
• Tightly integrated to ensure continuity for CEBP (Communications Enabled Business Processes) solutions
• CPA we already learned how great it is, it’s a key differentiator for our customers.
• More than just notification, proactive self-service capabilities
SIP Data and CCXML
• Sometimes applications needs low level detail about the call, CCXML provides that for you
• Create custom headers, append data to existing headers.
• Read from body of INVITE
• SIP INFO messages
• Using this to deliver CTI
Tightly integrated Campaign Management with Aspect ALM (Advanced List Management)
Aspect Forward Looking
Adding data to INVITE
INVITE sip:[email protected] SIP/2.0 Via: SIP/2.0/UDP pc33.atlanta.com;branch=z9hG4bKnashds8 To: Bob <[email protected]> From: Alice <[email protected]>;tag=1928301774 Call-ID: a84b4c76e66710 CSeq: 314159 INVITE Max-Forwards: 70 Date: Thu, 21 Feb 2002 13:02:03 GMT Contact: <sip:[email protected]> x-myheader: Foo Content-Type: application/sdp Content-Length: 147
v=0 o=UserA 2890844526 2890844526 IN IP4 here.com s=Session SDP c=IN IP4 pc33.atlanta.com t=0 0 m=audio 49172 RTP/AVP 0 a=rtpmap:0 PCMU/8000
<createcall dest="'sip:[email protected]'" hints="hints"/>
SIP For Data Transmittal
INFO sip:[email protected] SIP/2.0Via: SIP/2.0/UDP 192.0.2.2:5060;branch=z9hG4bKnabcdefTo: Bob <sip:[email protected]>;tag=a6c85cfFrom: Alice <sip:[email protected]>;tag=1928301774Call-Id: [email protected]: 314333 INFOInfo-Package: fooContent-type: application/fooContent-Disposition: Info-PackageContent-length: 24
I am a foo message type
<send name="'sip.info'" target="event$.connectionid" targettype="'connection'" hints="hints" namelist="Content"/>
CCXML
Reading The SIP Body
<log expr="'body='+JSON.stringify(event$.c
onnection.protocol.sip.body)"/>
What Codecs are Offered?
What Media Endpoint is it?
P-Time of 20, 30, etc…?
• Creation of and Reading of all ISUP Bodies• SS7 is still a huge part of the world and we
need access• Early Media Operations
• Play media prior to connect, ring back tones, early media dialogs
• Bridging calls in early media state• And still know when the real “offhook”
arrives• Support for advanced SS7 transfers, ie: Nortel
RLT• Control over sending a ringing event vs not
Operator Capabilities
Mobile, Landline, or VOIP Operator Features
Questions and Answers