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Genesys Voice Platform 8.1 CCXML Reference Manual

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Genesys Voice Platform 8.1 CCXML Reference Manual Genesys Voice Platform 8.1 CCXML 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 © 2008–2012 Genesys Telecommunications Laboratories, Inc. All rights reserved. About Genesys Genesys is the world's leading provider of customer service and contact center software - with more than 4,000 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to effectively drive today's customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value of customer engagement and differentiating the experience by driving personalization and multi- channel customer service - and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees. Go to 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 and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders. © 2012 Genesys Telecommunications Laboratories, Inc. All rights reserved. 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. Before contacting technical support, please refer to the Genesys Care Program Guide for complete contact information and procedures. 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_ccxml_12-2012_v8.1.601.00 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 Call Control Platform............................................................. 11 Chapter 2 Features................................................................................................. 13 Dialing into the Call Control Platform....................................................... 13 Calling to the Default CCXML Page ................................................... 13 Starting a non-Default CCXML Page.................................................. 14 Using Resource Manager to Map CCXML Applications ..................... 14 Inbound Connections............................................................................... 15 Passing URI Parameters to CCXML Applications .............................. 15 Call Parameters Accessible in CCXML Applications .......................... 15 183 Session Progressing Response................................................... 15 Rejecting Incoming Connections ........................................................ 16 Disconnecting Calls ............................................................................ 16 Connection Signals.................................................................................. 17 Receiving DTMF Digits Through SIP INFO ........................................ 17 Receiving Other Events Through SIP INFO ....................................... 17 Outbound Connections............................................................................ 18 Specifying Custom SIP Headers Through Hints................................. 18 Mapping SIP Responses to CCXML Connection Events ................... 19 Disconnecting Progressing Call.......................................................... 19 Call Redirection ....................................................................................... 20 Redirecting an Incoming Call.............................................................. 20 Redirecting a Connected Call ............................................................. 20 Call Merge ............................................................................................... 20 Dialogs..................................................................................................... 22 Preparing Dialogs ............................................................................... 22 CCXML—Reference Manual 3 Table of Contents Passing Dialog Results Back to CCXML ............................................ 23 Dialog User Event............................................................................... 23 Dialog-Initiated Blind Transfer............................................................. 24 Dialog-Initiated Supervised Transfer................................................... 25 Dialog-Initiated Bridge Transfer .......................................................... 25 MSML Dialogs .................................................................................... 25 VoiceXML Session Variables .............................................................. 27 Conferences ............................................................................................ 27 Implicit Transcoding and Conferencing ................................................... 28 Implicit Transcoding ............................................................................ 28 Implicit Conferencing .......................................................................... 29 Device Profile Configuration .................................................................... 30 Inbound Connections.......................................................................... 31 Outbound Connections ....................................................................... 31 Limitations........................................................................................... 31 Chapter 3 Event I/O Processor ............................................................................. 33 Session Variable...................................................................................... 33 Receiving Events..................................................................................... 34 Sending Events ....................................................................................... 36 Creating Sessions ................................................................................... 37 Error Handling..................................................................................... 39 Example of Sending Events via HTTP .................................................... 41 Appendix A CCXML Specification Support Notes.................................................. 43 Current Support ....................................................................................... 43 xmlns Attribute .................................................................................... 43 http-equiv Attribute.............................................................................. 43 <metadata>......................................................................................... 43 UTF Character set .............................................................................. 44 <fetch>................................................................................................ 44 prepareddialogid Attribute................................................................... 44 Repeated Parameter Names .............................................................. 44 <move>............................................................................................... 44 <join> and <unjoin> ............................................................................ 44 dialog.disconnect
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