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IC_v8.1_Cookbook.pdf

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    Intelligent Voice Portal Version 8.1 Interaction Composer Cookbook 60001693  January 2015    January 2015 Copyright © 2015 Convergys. All rights reserved.  i Trademarks Copyright © 2015 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 sponsored 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 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Convergys is not liable for loss or damage of any nature whatsoever arising or resulting from the use of or reliance on outdated information.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 srcinator, 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 2000, Windows 2003, Windows 7, Windows 2008 and Windows 2012 are registered trademarks of Microsoft. This product may include software developed under Apache Software License, Version 2. Copyright © 2004-2015 The Apache Software Foundation (http://www.apache.org/). All rights reserved. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.    January 2015 Copyright © 2015 Convergys. All rights reserved.  ii Table of Contents   O VERVIEW  ............................................................................................................................................................... VII   W HY S HOULD I   R  EAD THIS C OOKBOOK  ? ................................................................................................................. VII   O VERVIEW OF D EVELOPING ,   P ACKAGING ,  AND D EPLOYING  .................................................................................. VIII   Recipe 1:   Creating Your First IC Application “Hello World” ............................................................... 1   C REATING AN APPLICATION PROJECT  ......................................................................................................................... 1   C REATING A  N EW V OICE D IAGRAM  ........................................................................................................................... 4   A DDING A P LAY C OMPONENT TO A D IAGRAM  ............................................................................................................ 7   A UTOMATICALLY A RRANGING THE D IAGRAM  ......................................................................................................... 10   P ROMPT T YPES  ......................................................................................................................................................... 11   C REATING A C ALL C ONTROL D IAGRAM  ................................................................................................................... 14   L INKING THE V OICE D IAGRAM TO THE C ALL D IAGRAM  ........................................................................................... 15   P ACKAGING YOUR A PPLICATION  .............................................................................................................................. 16   Recipe 2:   DTMF (Touch-Tone) Menus ................................................................................................. 18   C REATING THE P ROJECT  ........................................................................................................................................... 18   B UILDING THE V OICE D IAGRAM  ............................................................................................................................... 20   D EFINING THE DTMF   M ENU PROMPTS  ..................................................................................................................... 21   O VERVIEW OF DTMF   M ENU P ROPERTIES  ................................................................................................................ 21   A DDING P RE AND P OST -M ENU P ROMPTS  ................................................................................................................. 22   A DDING M ENU P ROMPTS .......................................................................................................................................... 25   C ONNECTING DTMF   M ENU E XIT P ATHS  .................................................................................................................. 26   C ONFIGURING THE  N EWS W EATHER  S PORTS P LAY C OMPONENTS  ............................................................................. 27   P LAYING G OODBYE  .................................................................................................................................................. 28   D IAGRAM E RRORS  .................................................................................................................................................... 28   H ANDLING M ENU E RRORS  ....................................................................................................................................... 29   A DDING C ALL C ONTROL  .......................................................................................................................................... 30   Recipe 3:   Speech-Enabling a Touch-Tone Application ..................................................................... 31    N EW P ROJECT S ETUP  ................................................................................................................................................ 31   A DDING COMPONENTS  .............................................................................................................................................. 32   E  NTERING THE C OLLECT C OMPONENT P ROPERTIES  ................................................................................................. 33   E RROR H ANDLING IN THE C OLLECT C OMPONENT  .................................................................................................... 33   C OLLECT COMPONENT AND G RAMMAR B UILDER   ..................................................................................................... 35   C OLLECT COMPONENT :   R  EFERENCING A G RAMMAR   ................................................................................................ 38   C OLLECT COMPONENT :   G RAMMAR P ROPERTIES  ....................................................................................................... 38   C ONFIGURING THE C ASE C OMPONENT  ..................................................................................................................... 39   C OPYING A P ARTIAL V OICE D IAGRAM  ..................................................................................................................... 40   C ONNECTING THE C OPIED C OMPONENTS  ................................................................................................................. 41   E RROR H ANDLING IN C OLLECT  ................................................................................................................................ 41      January 2015 Copyright © 2015 Convergys. All rights reserved.  iii Recipe 4:   Personalization and Databases .......................................................................................... 43   O VERVIEW OF THE P ERSONALIZATION R  ECIPE  ......................................................................................................... 43   C REATING THE V OICE D IAGRAM  .............................................................................................................................. 44   C REATING THE C ALL C ONTROL D IAGRAM  ............................................................................................................... 44   P ASSING V ARIABLES FROM C ALL C ONTROL TO THE V OICE D IAGRAM  ..................................................................... 44   C APTURING  N AME L IST V ARIABLES IN THE V OICE D IAGRAM  .................................................................................. 46   C HECKING THE D ATABASE  ....................................................................................................................................... 47   U SING THE I F C OMPONENT TO S ELECT A P ATH  ........................................................................................................ 48   P LAYING THE A CCOUNT  N UMBER   ............................................................................................................................ 49   C OLLECTING A  N EW A CCOUNT  N UMBER   ................................................................................................................. 51   S TORING THE A CCOUNT  N UMBER AND P HONE  N UMBER   .......................................................................................... 53   S AYING G OODBYE  .................................................................................................................................................... 54   R  EMAINING D IAGRAM E RRORS  ................................................................................................................................ 54   Recipe 5:    Accessing Web Services ..................................................................................................... 56   W HAT THE W EB S ERVICES R  ECIPE D OES  ................................................................................................................. 56   T HE W EB S ERVICES W IZARD  ................................................................................................................................... 56   U SING THE W EB S ERVICES W IZARD  ......................................................................................................................... 57   B UILDING THE W EATHER VUI ................................................................................................................................. 60   C ALLING THE W EATHER S UBROUTINE  ..................................................................................................................... 62   F INDING THE J AVA M ETHODS FOR THE W EATHER O BJECT  ....................................................................................... 64   D ESIGNING THE W EATHER R  EPORT P ROMPT  ............................................................................................................ 65   P LAYING THE W EATHER R  EPORT  ............................................................................................................................. 66   E RROR H ANDLING  .................................................................................................................................................... 67   Recipe 6:   DTMF Error Recovery........................................................................................................... 69   W HAT THE DTMF   E RROR R  ECOVERY R  ECIPE D OES  ................................................................................................ 69   W HAT DOES E RROR R  ECOVERY A CTUALLY M EAN ? ................................................................................................ 69   D EVELOPING THE C ALL F LOW  .................................................................................................................................. 70   D EFINING E RROR E VENT M ESSAGES  ........................................................................................................................ 72   T HE E VENT H ANDLER   .............................................................................................................................................. 77   C ONFIGURING THE DTMF   M ENU M AX E RROR C OUNTERS  ...................................................................................... 77   S PECIFYING THE E VENT H ANDLERS FOR E ACH E RROR C ONDITION  .......................................................................... 79   S ETTING THE M AXIMUM E RROR R  ETRY L IMIT  ......................................................................................................... 80   C OMPLETING THE E VENT .D IAGRAM  ......................................................................................................................... 80   D EFINING THE  N EW E VENT E  NTRY C OMPONENTS  .................................................................................................... 82   F INAL  N OTES FOR A PPLICATION C OMPLETION  ......................................................................................................... 86   Recipe 7:   Best Practices Error Recovery for Speech NewsWeatherSports .................................... 87   W HAT THE E RROR R  ECOVERY FOR S PEECH  N EWS W EATHER  S PORTS A PPLICATION D OES  ........................................ 87   W HAT DOES E RROR R  ECOVERY A CTUALLY M EAN ? ................................................................................................ 87   D EVELOPING THE C ALL F LOW  .................................................................................................................................. 88   D EFINING THE E RROR E VENT M ESSAGES IN SNWSM ENU  ....................................................................................... 89   T HE E VENT H ANDLER   .............................................................................................................................................. 93   T HE C OLLECTION C OMPONENTS ’   M AXIMUM E RROR C OUNTERS  ............................................................................. 93   S PECIFYING THE E VENT H ANDLERS FOR E ACH M AX E RROR C ONDITION  ................................................................. 94   S ETTING THE M AXIMUM E RROR R  ETRY L IMITS  ....................................................................................................... 95   C OMPLETING THE E VENT D IAGRAM  ......................................................................................................................... 96   C ONFIGURING THE  N EW E VENT E  NTRY C OMPONENTS  ............................................................................................. 97   F INAL  N OTES FOR A PPLICATION C OMPLETION  ....................................................................................................... 100  

Dcb1 Om Manual (2)

Jul 13, 2019
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