How to enhance existing voice app with text channel

How to enhance existing voice app with text channel May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic

Agenda
What and why?
What is multichannel app, what are main be nefits
Convert existing voice app to a multichannel app
Tips and tricks
Common pitfalls
Summary – how to start
May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic

What is a multichannel application?
In VO it is one app uses adaptive rendering
Rendering markup is defined b y media platform driver (VXML, HTML, XML, WML...)
Driver targets one particular channel
Voice
Text
Web
Video
One instance can serve with any driver for multiple channels
at one time
on one machine
driver is determined in the URL of service (USSD /text/ channel – driver 101 Cellicium Cellcube)

B enefits of a multichannel application : Sharing!
Design once – deploy anywhere 
Code/Configuration
Application logic/Prototyping
Backend interfaces
Hardware
Monitoring/Reporting
Operational maintenance
It may not have exactly the same logic/behaviour on every channel – there are some ways of customization and tunning.
Gartner predicts that by the end of 2011, IM will be the de facto tool for voice, video and t ext chat with 95 percent of workers in leading global organizations using it as their primary interface for real-time communications by 2013.

Convert an existing voice app to a multichannel app
Unfortunately – it doesn ’t work like :
„ We will add texts into the application.“
You also have to have a media platform – USSD gateway hardware

Best Practice Guide for the Text Channel
13 pages, important information http://developers.voiceobjects.com/files/WP-Best-Practice-Guide-Text-Channel.pdf

O utput items with the right channel – no Default channel!
Determine manually or by doing reimport of modified XML code
May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic <output name="Authentication_Info" referenceID="outAuthentication_Info"> <outputItem bargein="default" channel="voice" inputMode="default" language="default“ > <audio link= ” #Authentication_Info"/> </outputItem> <outputItem bargein="default" channel="text" inputMode="default" language="default“ > <text link="#Authentication_Info"/> </outputItem> </output>

Input objects have to have correct grammar for each channel
The real grammar or TTG for voice, reg expression for text channel

D ynamically generated names of audio files
You can 't simply add new text item to an output when audio with d ynamic name is used
Text object with dynamic key seems to be best solution
You can alternatively create custom formatter for Format object
You can also utilize "translation" collection and VALUESUBSTITUTION expression

Text object with dynamic (variable) key
Value of the v arible is concatenated with " #" to create complete key – and used instead of the filename
The real filename is included in the locator e.g.: resources/Text/Roaming .[E:System:Language]
Then complete value is: resources/Text/Roaming. en-US .txt #Zone1

Date & Time – f ormating for display
Date and time values to display might need an extra expression CONVERTDATE unless you have a custom formatter

Concatenation of Outputs
Automatic output concatenation does not apply for the text channel.
To proceed after an output the caller needs to actively request the next information, typically "1: Continue" or "1: OK"
In case you use multiple outputs in one dialogue – you could rebuild that part of application – otherwise the user will be bothered of undesired confirmation.

Educate your content editor
There are some limitations for USSD channel
Use Voxeo USSD - Best Practice Guide for the Text Channel.pdf

Pitfalls & Things to consider
standard navigation & h yperlinks vs. navigation provided by USSD gateway
it seems to be better to utilize USSD gateway – but there is a problem: how to let the user know each particular command?
do you practice clear difference between navigation (menu hierachy...) and control (actions – activation/deactivation/confirmation)?
what part of application has to be skipped in text channel? (confirmations...)
transfer to an agent could be provided on display like "Please call xxxxxx ..."

Pitfalls & Things to consider II.
differences in event-handling, reprompt?
length of each particular output item is limited up to 182 chars
follow Voxeo USSD - Best Practice Guide for the Text Channel.pdf
for some drivers automatic pagination is provided b y VO
application chanining – it has not been well implemented for text channels
there is one extra dialog that user has to confirm 
developing/testing without USSD GW
use built-in debugger or text simulator, it works 
output of dynamic values
for text channel you don 't need TTS or prerecorded audio 

Summary – how to start
Read the document USSD - Best Practice Guide for the Text Channel.pdf
Preparation
outputs (menus, confirmations, inputs) with "Default channel"
enhance them with determined channel and add text items
inputs
add correct grammar and regular expression
new Text objects
find these that needs dynamically generated key
convert expressions format for display
Consider "pitfalls"
and implement correct navigation, different behaviour
tune it, make your "new baby" even better
Go to production 

Pavel Růžička Programmer – Analyst Service Development Department
T-Mobile Czech Republic a.s. Tomíčkova 2144/1, 149 00 Praha 4 Phone: +420 603 607 974 T-Mobile: +420 603 416 974 E-Mail: [email_address] Web: http://t-mobile.cz/

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How to enhance existing voice app with text channel

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