Voxeo Summit Day 2 - Advanced CCXML topics


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Voxeo Summit Day 2 - Advanced CCXML topics

  2. 2. 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
  3. 3. • 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
  4. 4. • 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
  5. 5. 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.
  6. 6. Advanced CPA Detection
  7. 7. Advanced CPA Ability CPA 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
  8. 8. 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
  9. 9. 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
  10. 10. Tightly integrated Campaign Management with Aspect ALM (Advanced List Management) Aspect Forward Looking
  11. 11. Adding data to INVITE INVITE sip:bob@biloxi.com SIP/2.0 Via: SIP/2.0/UDP pc33.atlanta.com;branch=z9hG4bKnashds8 To: Bob <bob@biloxi.com> From: Alice <alice@atlanta.com>;tag=1928301774 Call-ID: a84b4c76e66710 CSeq: 314159 INVITE Max-Forwards: 70 Date: Thu, 21 Feb 2002 13:02:03 GMT Contact: <sip:alice@pc33.atlanta.com> 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:bob@biloxi.com'" hints="hints"/>
  12. 12. SIP For Data Transmittal INFO sip:alice@pc33.example.com SIP/2.0 Via: SIP/2.0/UDP;branch=z9hG4bKnabcdef To: Bob <sip:bob@example.com>;tag=a6c85cf From: Alice <sip:alice@example.com>;tag=1928301774 Call-Id: a84b4c76e66710@pc33.example.com CSeq: 314333 INFO Info-Package: foo Content-type: application/foo Content-Disposition: Info-Package Content-length: 24 I am a foo message type <send name="'sip.info'" target="event$.connectionid" targettype="'connection'" hints="hints" namelist="Content"/> CCXML
  13. 13. Reading The SIP Body <log expr="'body='+JSON.stringify(event$.connect ion.protocol.sip.body)"/> What Codecs are Offered? What Media Endpoint is it? P-Time of 20, 30, etc…?
  14. 14. • 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
  15. 15. Questions and Answers