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Voicexml 2.1 Genesys Voice Platform 8.1 Legacy Genesys VoiceXML 2.1 Reference Manual The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc. Copyright © 2009–2010 Genesys Telecommunications Laboratories, Inc. All rights reserved. About Genesys Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel-Lucent, is 100% focused on software for contact centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly connected to the best available resource—the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information. Each product has its own documentation for online viewing at the Genesys Technical Support website or on the Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative. Notice Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors. Changes and/or corrections to the information contained in this document may be incorporated in future versions. Your Responsibility for Your System’s Security You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products. Trademarks Genesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other trademarks and trade names referred to in this document are the property of other companies. The Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com. Technical Support from VARs If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support. Technical Support from Genesys If you have purchased support directly from Genesys, please contact Genesys Technical Support at the regional numbers provided on page 8. For complete contact information and procedures, refer to the Genesys Technical Support Guide. Ordering and Licensing Information Complete information on ordering and licensing Genesys products can be found in the Genesys Licensing Guide. Released by Genesys Telecommunications Laboratories, Inc. www.genesyslab.com Document Version: 81gvp_ref_lgvxml_03-2010_v8.1.201.00 Table of Contents Preface ................................................................................................................... 7 About GVP................................................................................................. 7 Intended Audience..................................................................................... 8 Making Comments on This Document ...................................................... 8 Contacting Genesys Technical Support..................................................... 8 Document Change History ........................................................................ 9 Chapter 1 Overview................................................................................................ 11 Introducing VoiceXML.............................................................................. 11 VoiceXML Platform Architecture.............................................................. 12 Supported Schemas................................................................................ 13 Platform Specifics.................................................................................... 13 Referencing Grammars Dynamically .................................................. 14 Referencing Scripts Dynamically ........................................................ 14 Concatenating Prompts Dynamically Using <foreach> ...................... 14 Using <mark> to Detect Bargein During Prompt Playback................. 16 Recording User Utterances While Attempting Recognition ................ 17 Adding namelist to <disconnect>........................................................ 19 Adding type to <transfer> ................................................................... 20 Using Route/Port Based Dialing ......................................................... 21 Accessing Additional Properties from ASR Results............................ 21 VoiceXML Properties............................................................................... 22 VoiceXML 2.0...................................................................................... 23 VoiceXML 2.1...................................................................................... 25 Support Notes.......................................................................................... 25 Chapter 2 Platform Extensions............................................................................. 29 Platform Extensions to VoiceXML ........................................................... 29 Element Extensions ............................................................................ 29 Property Extensions............................................................................ 33 Error Extensions ................................................................................. 37 Platform-Specific Properties ............................................................... 37 Call Control Elements.............................................................................. 38 TXML .................................................................................................. 39 Legacy Genesys VoiceXML 2.1—Reference Manual 3 Table of Contents Object Element Extensions................................................................. 40 Session Variables ............................................................................... 50 Chapter 3 Call Control Elements .......................................................................... 53 Call Control Elements.............................................................................. 54 <ALERT_LEG>........................................................................................ 55 <BRIDGE_CALL>.................................................................................... 55 <CREATE_LEG_AND_DIAL> ................................................................. 57 How It Works....................................................................................... 59 <HANGUP_AND_DESTROY_LEG>....................................................... 61 <END_SESSION>................................................................................... 62 <LEG_WAIT> .......................................................................................... 63 <ON_LEGHUP> ...................................................................................... 65 <QUEUE_CALL>..................................................................................... 66 <SCRIPT_RESULT> ............................................................................... 68 <SET> ..................................................................................................... 70 <UNBRIDGE_CALL> .............................................................................. 71 Treatments............................................................................................... 73 PlayAnnouncement............................................................................. 73 PlayAnnouncementandCollectDigits................................................... 74 PlayApplication ................................................................................... 74 Music .................................................................................................. 74 Retransfer ........................................................................................... 74 Appendix A AT&T Transfer Connect ....................................................................... 77 AT&T In-Band Transfer Connect ............................................................. 77 Courtesy Transfer Example Script ...................................................... 78 Converted XML Script for XferConnect .............................................. 78 Converted XML Script for Error Handling (error.xml).......................... 80 Converted XML Script for Hangup After Successful TransferConnect (hangup.xml) ....................................................... 80 AT&T Out-of-Band Transfer Connect ...................................................... 81 AT&T OOB Courtesy Transfer ............................................................ 81 AT&T OOB Consult Transfer .............................................................. 82 AT&T OOB Conference Transfer ........................................................ 82 Appendix B UTF-8 Support for
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