WebSphere Voic e Response for AIX with DirectTalk Technology Using the CCXML Browser Ve r s i o n 4.2 SC34-6368-03 Note Before using this information and the product it supports, read the general information under “Notices” on page 43. Fourth edition (August 2008) This edition applies to Version 4, Release 2 of IBM WebSphere Voice Response for AIX with DirectTalk Technology (program number 5724-I07), and to all subsequent releases and modifications until otherwise indicated in new editions. Make sure you are using the correct edition for the level of the product. © Copyright International Business Machines Corporation 2001, 2008. All rights reserved. US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. Contents About this book . .v Transporting events to and from external Who should read this book . .v components . .30 Related publications . .v Configuration . .30 Specifications and standards . .vi Sending an event to a CCXML session . .30 Typographic conventions . .vi Sending an event from a CCXML session 31 Accessibility . vii Logging events . .32 Notes on terminology . vii Error handling . .32 Making comments on this book . vii Chapter 3. Problem determination . .35 Chapter 1. CCXML language . .1 System log file . .35 What is CCXML? . .1 Formatting the log file . .35 Using ECMAScript . .2 Checking the log file . .35 Elements . .2 CCXML document errors. .36 Events . .5 Common problems. .36 CCXML classes . .9 Sessions . .12 Appendix. Example files . .39 Session variables . .13 Sample default.cff file . .39 Error handling . .14 Sample CCXML document . .41 Document fetching and caching . .14 Notices . .43 Chapter 2. CCXML Programming . .17 Trademarks . .44 CCXML document structure . .17 The initial part . .18 Glossary . .47 The event processor part . .18 CCXML document processing . .19 List of WebSphere Voice Response and CCXML variables and their scope . .19 associated documentation . .73 Single Call and Multi Call modes . .20 WebSphere Voice Response software . .73 CCXML object identifiers . .20 IBM hardware for use with WebSphere Voice Connection states . .21 Response . .74 Using WebSphere Voice Response call tags . .21 Withdrawn from marketing but still Answering a telephone call . .23 supported . .74 Rejecting a telephone call . .24 WebSphere Voice Response related products 74 Updating a variable . .24 WebSphere Voice Server for Multiplatforms 74 Invoking a VoiceXML application . .24 Unified Messaging for WebSphere Voice Passing information back from a VoiceXML Response . .74 application to CCXML . .25 AIX and the IBM pSeries computer . .75 Invoking a Java application . .25 HACMP . .75 Passing information back from a Java SS7 . .75 application to CCXML . .26 Integrated Services Digital Network . .75 Transferring a telephone call . .27 Bellcore Specifications for ADSI Telephones 76 Call transfer events . .29 Making an outbound telephone call . .29 Index . .79 Disconnecting a telephone call . .30 © Copyright IBM Corp. 2001, 2008 iii iv Using the CCXML Browser About this book ® ® This book provides an overview of using the IBM Call Control XML Browser for WebSphere ® Voice Response for AIX to run Call Control XML (CCXML) applications. Such applications can be used to provide telephony control support to VoiceXML, or other voice dialog systems such as those written in Java. This book tells you how WebSphere Voice Response for AIX and the CCXML Browser supplied with it operate together, and offers hints and tips on creating CCXML applications. It lists elements in the CCXML language and indicates how they are supported, and also how their attributes are interpreted. It also lists events in the CCXML language and indicates when they are issued, and the meaning of the event data. For information on configuring the WebSphere Voice Response for AIX Java and VoiceXML environment to use CCXML, refer to the WebSphere Voice Response for AIX: Deploying and Managing VoiceXML and Java Applications. The WebSphere Voice Response for AIX CCXML Browser conforms to the Working Draft of the Voice Browser Call Control: CCXML Version 1.0 specification, published by W3C and available at http://www.w3.org/TR/2004/WD-ccxml-20040430/. Except where otherwise stated, all references to CCXML in this book relate to that Working Draft specification. You should read the CCXML specification in conjunction with this book. Throughout this book, the terms Call Control XML Browser and CCXML Browser are used in preference to the terms Call Control XML Interpreter and CCXML Interpreter. In the context of CCXML, the terms browser and interpreter are interchangeable. CCXML applications can be developed using the IBM WebSphere Voice Toolkit CCXML Editor. For information on the CCXML Editor, refer to the WebSphere Voice Toolkit online information. Who should read this book Read this book if you are: v An application developer who is interested in creating CCXML applications that run on WebSphere Voice Response for AIX. Related publications Reference, design, and programming information for creating CCXML applications is available from the sources that are represented by the documents listed in this section. © Copyright IBM Corp. 2001, 2008 v For details of WebSphere Voice Response for AIX publications, see “List of WebSphere Voice Response and associated documentation” on page 73 Note: Guidelines and publications cited in this book are for your information only and do not in any manner serve as an endorsement of those materials. You alone are responsible for determining the suitability and applicability of this information to your needs. Specifications and standards You might want to refer to the following sources for information about relevant specifications and standards: v Voice Browser Call Control: CCXML Version 1.0 specification, published by W3C and available at http://www.w3.org/TR/ccxml/ (This is the latest published edition.) v ECMA Standard 262: ECMAScript Language Specification, 3rd Edition, published by ECMA and available at http://www.ecma-international.org/publications/standards/Ecma-262.htm v ECMA Standard 327: ECMAScript 3rd Edition Compact Profile,, published by ECMA and available at http://www.ecma-international.org/publications/standards/Ecma-327.htm v Voice Extensible Markup Language (VoiceXML) Version 2.0 specification, published by W3C and available at http://www.w3.org/TR/voicexml20/ Typographic conventions This book uses the following typographic conventions: boldface Identifies an item that is in a WebSphere Voice Response window. The item might be a keyword, an action, a field label, or a pushbutton. Whenever one of the steps in a procedure includes a word in boldface, look in the window for an item that is labeled with that word. boldface italics Are used for emphasis. Take extra care wherever you see bold italics. italics Identify one of the following: v New terms that describe WebSphere Voice Response components or concepts. A term that is printed in italics is usually followed by its definition. v Parameters for which you supply the actual names or values. v References to other books. monospace Identifies one of the following: v Text that you type in an AIX window. Because AIX is case sensitive, ensure that you type the uppercase and lowercase characters exactly as shown. v Names of files and directories (path names). vi Using the CCXML Browser accessibility Accessibility WebSphere Voice Response for AIX is a voice application enabler. The applications that are developed to run on WebSphere Voice Response provide telephone access to business data and services. In this way, WebSphere Voice Response provides accessibility for people who cannot access the data and services by using regular Web pages or traditional graphic interfaces. These telephone user interfaces are fully accessible to people who are blind or have low vision and, if speech recognition is used, to people with mobility impairments or limited hand use. Speech recognition capability can be provided by products such as IBM WebSphere Voice Server. In addition, support for users of Telephony Devices for the Deaf (TDD) is provided as part of the WebSphere Voice Response product. With WebSphere Voice Response you can perform many application development and system administration tasks with a text editor or line commands—these are accessible if you use a screen reader product to interface with them. Also, the default settings of the WebSphere Voice Response graphical user interface can be changed to produce large fonts and high contrast colors. Details of how to use these accessibility features can be found in the WebSphere Voice Response for AIX: User Interface Guide. Alternatively, application development ™ can be done with Java or VoiceXML development tools that are supplied by IBM and third parties. You can also use a screen-reader product to access the WebSphere Voice Response publications in HTML format (for details of their availability refer to “List of WebSphere Voice Response and associated documentation” on page 73 at the back of this book). Notes on terminology v A glossary of commonly-used terms is at the end of this book. ® v The full product name of WebSphere Voice Response for AIX with DirectTalk Technology is generally abbreviated in this book to WebSphere Voice Response. ™ ® v The term pSeries is generically used in this book to refer both to PCI-based RS/6000 ™ computers and to appropriate models of the System p5 and pSeries ranges. (Consult your IBM representative for details of models that are supported for use with WebSphere Voice Response.) RS/6000 computers with an MCA bus are not supported. v The IBM Quad Digital Trunk Telephony PCI Adapter is generally referred to in this book by its abbreviation DTTA. This adapter is a replacement for the IBM ARTIC960RxD Quad Digital Trunk PCI Adapter, which is generally referred to by the abbreviation DTXA. v References made to the VoiceXML 2.1 specification are intended to include VoiceXML 2.0 unless otherwise specified. Making comments on this book If you especially like or dislike anything about this book, feel free to send us your comments.