>Christopher F. Passaretti Software Development Manager >SpeechTek 2007 Expand VoiceXML & CCXML...

> Christopher F. PassarettiSoftware Development Manager

> SpeechTek 2007

Expand VoiceXML & CCXML Using Web Services

2 Nortel Confidential Information

Expand VoiceXML & CCXML Using Web Services

> This presentation discusses functionality beyond the VoiceXML/CCXML standards and suggests a standards-based Web service methodology. The benefits include keeping the application portable and a clear separation of the call flow and the business logic. Learn how Web services can help your speech application leverage other standards without comprising portability.


Web ServicesReinventing the Wheel?

> Message Exchange

> SOAP/XML

> HTTP

> WSDL

> OS Independent

> Loosely Coupled

Web Services

> Similar to CORBA

> Focused on underlying implementation (Java/Windows)

> Easier to implement

RMI/COM

> Object Model

> Object Request Brokers

> IIOP

> OS Independent

> Tightly Coupled

CORBA


Characteristics of Web Services

> Technologies: XML,SOAP,WSDL, UDDI

> Discoverable

> Loosely coupled

> Abstract implementation and does not expose underlying logic or implementation to the customer

> Secondary Properties• Can be composed into higher level

services• Reusable• Interaction is stateless


Why Web Services?

> Machine to Machine to interaction> Allows disparate software to

communicate (similar to RPC, CORBA in the past)

> Services are loosely coupled• Applications more responsive to

business needs• Create rich menu of ‘enablers’ or

building blocks• Easily mix and match to create new

services• Automate business processes and

streamline workflow

> UDDI – Universal Discovery and Description – XML based registry

• Provides access to WSDL documents that describe message formats to interact with web services


Interactive Voice ResponseProgress

> Open Standards

> Open Development Environments

> DTMF, Speech, Natural Language

> Open Systems

2000s

> Proprietary Development Environments

> DTMF & Speech

1990s

> Proprietary Scripting Languages

> DTMF Focused

> Closed Systems

1980s


IVR Web Services 1.0

> Less Dependencies

> External Interfaces• tn3270• vt100• Database• CORBA• Java• HTML• XML

> CTI

> Messaging Protocols

VoiceXML and CCXML


IVR Web Services Enabler

> Open Standards

> More Developers

> Training widely available

> Built to leverage existing web technologies• Java/.NET web servers• <subdialog>• <data>• <send>

VoiceXML and CCXML

IVR

Web Server

VXML

SOAP

Firewall

Internet


CTI via CSTA

> Standards based approach to CTI based on ECMA standards• ECMA-269 – defines capabilities• ECMA-323 – defines XML

representation• ECMA-348 - WSDL

> TR-85 defines CSTA XML over HTTP

> TR-87 defines CSTA XML over SIP

> Data will attempt to be synchronized where possible

> Asynchronous data will be sent to registered endpoint in the web server or to CCXML interpreter

IVR

Web Server

VXML

CCXML

`

ASYNC

Event

s

SO

AP


Mashups

> Combining content from multiple sources to create an integrated experience


IVR Web Services 2.0 and BeyondExample Mashup

Conferencing

Contact Center

Messaging

Speech Recognition / Speaker Verification


What is a workflow?

> Movement of information and/or tasks through a work process

> Workflow:• ‘Work’ flows through the

organization• Tasks• Procedural Steps• Relative ordering• Synchronization

Approve Order

Wait for Contact

Fulfill Order

Fulfull Order

Ship Order

Order Placed by Phone

Customer NotifiedProblem with Order

Customer calls andResolves problem

4 weeks

5 min

5 min

workflow


Workflow


Workflow IntegrationConcepts

> Services can act as triggers, causing a new workflow to be created. In this scenario, the order could have been placed by via self service over the web or the phone. Both would have sent the same trigger notification to create a new workflow.

> Once a workflow exists, services that handle external inputs such as phone calls need to associate themselves with the correct instance of the workflow

> Services can be invoked by the workflow as is the case for the Notify By Phone service

Customer NotifiedProblem with Order

Customer calls andResolves problem

workflow

Order Refil`l By PhoneService

Order ApprovalService

Order Fulfillment

Service

Order Placed by Phone

Trigger(order)

Order Fulfillment

Service

Ship OrderService

NotifyBy PhoneService

CustomerContact

By PhoneService

Problem

Resolution


HyperConnectivity and Communications Enabled Applications

> Mega-trend: Communication Enabled Applications• Applications are to be intelligent & fully

featured, regardless of the interface used to access them

• Communications experience is part of the total applications experience

> Disruption: Traditional Communications ecosystem is merging with the IT ecosystem creating richer more productive results

> Evidence: • Online gaming merging with voice

communications• “Click to connect” web pages• Internet dependent television like TiVo, and

MediaCenter PC


Questions?

>Christopher F. Passaretti Software Development Manager >SpeechTek 2007 Expand VoiceXML & CCXML...

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