0cm (center) 2,80 cm Stefan Besling VP Engineering Introducing VoiceObjects 7.4.

Stefan BeslingVP Engineering

Introducing VoiceObjects 7.4

© VoiceObjects - January 2009

Overview

Focus in VoiceObjects 7.4 has been on incorporating user feedback

– Incremental enhancements rather than major new functional areas (except for SMS dialogs)

– Making often-used functionalities easier and more efficient, e.g. using Expressions instead of Scripts or Connectors

For usage examples refer to the Prime Telecom sample application and blog entries on http://developers.voiceobjects.com


User Management

Two new user roles to model various use cases requested by customers:

Observer

– Read-only access to Control Center, Servers, Services

– Inspect live deployments without the risk of making unintended changes

User Manager

– Solely responsible for creating and managing User objects

– Clean separation between user-related and deployment-related processes

– Cross-checking of actions (“Four-eye principle” / “Two-man rule”)

Roles are available in system and custom sites


Password Policies

User passwords can now be restricted in a variety of ways:

– Patterns can define which sub-strings passwords must or must not containe.g. “must contain a digit; must not contain user ID”

– Expiration time can define how long a password may be in usee.g. “users must change password every 90 days”

– Password history can restrict the re-use of previous passwordse.g. “new password must be different from previous two”

In addition, passwords can be created automatically and sent to users by e-mail

– Must be changed on initial login


Expression Functions

Analysis of customer projects and feedback had shown us that

– similar needs recur across very different projects

– Script or Connector objects are often used where Expressions should be sufficient

– custom solutions are developed where a generic solution could be provided

So we added a significant number of new Expression functions focusing on

– date and time manipulations

– string operations

– specialized but frequent advanced processing


Expression Functions – Date &Time

Ten new functions to

– Compare times and datese.g. ISBEFORE, ISAFTER

– Find specific times and datese.g. NEXTWEEKDAY, LASTDAYINMONTH

– Perform time and date computationse.g. TIMEBETWEEN, ADDDATE, CONVERTDATE


Expression Functions – Strings

Eleven new functions to

– Find strings in otherse.g. CONTAINS, COUNTOCCURRENCES, MATCHESREGEXP

– Extract portions of stringse.g. LEFT, RIGHT

– Split strings into piecese.g. PREFIX, SUFFIX, SPLIT

All of the functions work with simple string patterns as well as full regular expressions


Expression Functions – Advanced Processing

Specialized functions for advanced but frequently requested use cases

– ITERATEProvides an easy way to perform an operation in a loop(without the explicit use of a Loop object), e.g. to act on all rows in a collection

– RESETVISITCOUNTERSelectively or globally reset visit counters on objects, e.g. to restore the state immediately after calling in

– PROCESSFORMATTINGExplicitly convert dynamic data into Text-To-Audio representation (in TTA-XML format), e.g. to pass it to backend systems


Expression Functions - APPLYCONFIGURATION

Application Defaults have been available for some time

– Maintain different configurations e.g. for development, test, and productionenvironments

– Change default values, audio locations, etc. without having to touch the application itself

– Applicable on service level

New function now enables the same concept within each call

– Utilizes same configuration XML format as Application Defaults

– Easily apply caller-specific dynamic configuration derived from backend


Object Enhancements –Menu & Confirmation

Both Menu items and Correction itemsnow provide a channel filter

– Makes it easier to build Menus andConfirmations that cover multiplechannels

– Sometimes certain choices only make sense in specific channels

Menu object also now offers an additionalSelection Request

– Played after all menu items,e.g. for prompts such as “Make your selection now”


Object Enhancements – List

Barge-in can now be controlled individually for each column group within a List’s content formatting

– Provides fine-grained controlto selectively enable or disablebarge-in on specific sections ofthe output for each list entry

– Use carefully since the disablingof barge-in can make navigationwithin the list more difficult forcallers (because they need to hit the exact input timeout period)


Web Channel Enhancements

Input fields in Web forms can now be pre-populated with values

– Works for all display types (text box, drop-down list, etc.)

– Particularly useful for confirmations, or to immediately present information derived from backend caller profiles


Desktop for Eclipse

Enhanced dialog flow display and operations

– Directly manipulate pre-/post-processingand other advanced object properties

Improved Test Monitor

– Better layout and button descriptions

© VoiceObjects - January 2009Page 14

Mobile WebVideo

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Voice + DTMFUSSD (Text)

Phone

NEW

SMS

Phone Channels


SMS Dialogs

Introduction of USSD text channel has been very successful

– Multiple live deployments with mobile carriers

– Significant benefits from integrated management of multiple phone channels

Support for SMS broadens the appeal

– USSD gateways not available everywhere; extra cost

– SMS access also available to non-carrier businesses

Architecture emulates the media platform driver concept

– Arbitrary SMS gateways can be supported through appropriate adapters for their respective proprietary API

Integrated “fuzzy matching”

– Anticipate and correct typos in caller input


Instant Messaging

Interesting additional channel for self-service applications

– Particularly for employee-facing applications, e.g. submitting vacation days

Same basic architecture and technology as for SMS

– Adapters can be created for all IM networks

– Currently, sample adapters are available for Skype and MSN Messenger

In development / prototype mode in VoiceObjects 7.4

– Work in progress; GA release to be determined

BETA


Questions

& Answers

Thank You!

This document and its content is confidential and was created for the sole use of the intended audience. It is not complete unless supported by the underlying analyses and oral presentation of VoiceObjects. It may not be reproduced, disclosed or passed on to third parties except with the explicit prior consent of VoiceObjects.

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0cm (center) 2,80 cm Stefan Besling VP Engineering Introducing VoiceObjects 7.4.

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