How to enhance existing voice app with text channel
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How to enhance existing voice app with text channel

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How to add text/USSD channel into an existing voice application on VoiceObjects platform.

How to add text/USSD channel into an existing voice application on VoiceObjects platform.

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How to enhance existing voice app with text channel How to enhance existing voice app with text channel Presentation Transcript

  • 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)
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • 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.
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • 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
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • Best Practice Guide for the Text Channel
      • 13 pages, important information http://developers.voiceobjects.com/files/WP-Best-Practice-Guide-Text-Channel.pdf
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • 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=&quot;Authentication_Info&quot; referenceID=&quot;outAuthentication_Info&quot;> <outputItem bargein=&quot;default&quot; channel=&quot;voice&quot; inputMode=&quot;default&quot; language=&quot;default“ > <audio link= ” #Authentication_Info&quot;/> </outputItem> <outputItem bargein=&quot;default&quot; channel=&quot;text&quot; inputMode=&quot;default&quot; language=&quot;default“ > <text link=&quot;#Authentication_Info&quot;/> </outputItem> </output>
  • Input objects have to have correct grammar for each channel
      • The real grammar or TTG for voice, reg expression for text channel
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • 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
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
      • Text object with dynamic key seems to be best solution
      • You can alternatively create custom formatter for Format object
      • You can also utilize &quot;translation&quot; collection and VALUESUBSTITUTION expression
  • Text object with dynamic (variable) key
      • Value of the v arible is concatenated with &quot; #&quot; 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
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • Date & Time – f ormating for display
      • Date and time values to display might need an extra expression CONVERTDATE unless you have a custom formatter
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • 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 &quot;1: Continue&quot; or &quot;1: OK&quot;
    • 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.
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • Educate your content editor
      • There are some limitations for USSD channel
      • Use Voxeo USSD - Best Practice Guide for the Text Channel.pdf
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • 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 &quot;Please call xxxxxx ...&quot;
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • 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 
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
  • Summary – how to start
      • Read the document USSD - Best Practice Guide for the Text Channel.pdf
    • Preparation
      • outputs (menus, confirmations, inputs) with &quot;Default channel&quot;
        • 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 &quot;pitfalls&quot;
      • and implement correct navigation, different behaviour
      • tune it, make your &quot;new baby&quot; even better
    • Go to production 
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic
    • 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/
    May 3rd, 2011 by Pavel Růžička T-Mobile Czech Republic