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Dialogic® Vision™ CCXML Developer`s Manual

1. CCXML engine N PSTN Conference 1 User SIP gt Conference 2 SIP Supervisor Agent Z Resources and capacity The whisper coaching sample application uses three DSO resources and six conferencing resources when the incoming user call is a SIP call and two DSO resources and six conferencing resources when the incoming user call is a PSTN call The following table shows the tasks for which these resources are used Task Resources needed Accepting an incoming user call 1 DSO for a SIP call only Contacting the agent 1 DSO Contacting the supervisor 1 DSO Creating two three party conferences that consists of the user agent and 6 conferencing call recording dialog Each media board supports a maximum of 448 conferencing resources Therefore in this scenario the port limitation comes from the conferencing resources instead of the DSO resources because six conference resources are required per available port 46 Dialogic Dialogic Vision CCXML Developer s Manual Running the application CCXML sample applications The following table describes how to run the whisper coaching application These instructions assume that you already copied the contents of vx demos ccxml demos www to apache htdocs and vx demos ccxml demos cgi bin to apache cgi bin as described in Overview of CCXML sample applications on page 23 Step I Description Modify the vx demos cc
2. The application implements this scenario with the following code lt transition state RecordingUserSupervisor event connection disconnected name evt gt lt if cond evt connectionid UserConnectionid gt lt log label Third Party Call Use Caset expr User disconnected Exiting gt exit gt lt Must notify AppServer that the User disconnected gt lt elseif cond evt connectionid SupervisorConnectionid gt lt log label Third Party Call Use Case expr Supervisor Disconnected Joining User to Agent gt lt assign name sState expr UnjoiningSupervisor gt lt send target session id targettype ccxml data conference unjoined gt lt elseif cond evt connectionid AgentConnectionid gt lt log label Third Party Call Use Caset expr Agent Disconnected Joining User to Supervisor gt lt assign name state expr UnjoiningAgent gt lt send target session id targettype ccxml data conference unjoined gt se lt transition gt Dialogic 43 CCXML sample applications Dialogic Vision CCXML Developer s Manual Disconnecting when an agent is joined to a supervisor The application uses the following logic when an agent is joined to a supervisor and the user agent or supervisor disconnects from the call recording conference If this party The CCXML application disconnects User Ends because the conversation is finished Agen
3. For example hints refcodec amr mediasplit true No differences from the standard No differences from the standard The reason attribute is not supported The hints attribute uses the following sub attributes e addressnature Address nature indicator of the called party e connecttimeout Connection time out in ms for PSTN calls only e mode Call mode voice or video e route Telecom route for the outgoing call For example hints mode m route r addressnature a The following attributes are not supported e hints e reason No differences from the standard Dialogic Dialogic Vision CCXML Developer s Manual Supported CCXML element lt send gt lt transition gt lt unjoin gt lt var gt Notes No differences from the standard No differences from the standard No differences from the standard No differences from the standard Supported CCXML session variables The CCXML interface The Vision Server supports the following CCXML session variables as defined in the W3C Working Draft of CCXML dated 29 J une 2005 session session session session session session session session session conferences connections dialogs external id ijoprocessors parentid startupmode uri For more information see http www w3 org TR 2005 WD ccxml 20050629 Dialogic 11 Using the CCXML interface Starting a new CCX
4. KEKE KKK KKK KK KK KKK KKK KKK KKK KKK KKK KKK KKKKKKKAKKAKE TRANSFERRING CONNECTED KERR KICKER IEE KEKE ERT EIEEREKREKEREEEEKER EER EK EK RRR gt lt transition state transferring event connection connected name evt gt lt log label vxglbl expr Outbound leg answered Joining legs gt lt transition gt lt KKEKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKEK TRANSFERRING JOINED KKKKKK KKK KK KKK KKK KKK KK KKK KK KKK KKK KKK KKK KKK KKK KKK KKK gt lt transition state transferring event conference joined name evt gt lt log label vxglb1l expr Legs joined Transfer completed Disconnecting call leg that initiated the transfer gt lt if cond transfer_connectionid 1 gt lt assign name state expr connected gt lt else gt lt log label vxglb1l expr Disconnecting SIP transfer originating call leg gt lt assign name state expr transferred gt lt disconnect connectionid transfer_connectionid gt 12 gt lt transition gt Disconnect and error handling If the gateway receives a disconnect event or error notification in any of the call states except initial and exit the call state changes to exit The following table describes how the gateway routing table application handles disconnects and errors Scenario Description Scenario Participant in a direct or transferred call hangs up while the Code snippet lt transition state
5. Step 52 Action set to reject then reject the inbound call The call state changes to exit Otherwise create and call the to URI on the outbound side of the gateway The call state changes to routing Accept the inbound call and join it to the outbound call The call state changes to joining Upon receipt of the conference join event the call legs are successfully joined The call state changes to connected Dialogic Vision CCXML Developer s Manual Code snippet lt Here we couldn t care less about the result of the reject gt lt exit gt lt else gt lt assign name out_calledparty expr convertUri evt connection local evt info toregex evt info tostr Veeililiieyeles evt connection callmode gt lt var name callerid expr convertUri in_callingparty evt info fromregex evt info fromstr lt log label vxglb1 expr Creating outbound call to the following destination URI out_calledparty Caller ID callerid gt lt var name hints expr delayack true gt lt if cond evt infto tohints t gt lt assign name hints expr hints evt info tohints gt a ES lt assign name hints expr hints gt lt log label vxglbl expr Creating call with the following hints Yap nimes ap UUU fe lt createcall connectionid out_connectionid dest out_calledparty callerid callerid hints evaluateObject hints gt
6. a to an agent Resources and capacity about queue position dialog Tsp E Agent Music dialog hd Queue position The music on hold with a wait queue sample application uses three DSO resources and 120 conferencing resources when the incoming user call is a SIP call and two DSO resources and 120 conferencing resources when the incoming user call is a PSTN call The following table shows the tasks for which these resources are used Task Initiating the VoiceXML recording dialog Accepting an incoming user call Contacting the agent Creating a conference that can hold 1 talker and up to 119 listeners The talker is the music dialog The listeners include users and agents 32 Resources needed 1 DSO 1 DSO for a SIP call only 1 DSO 120 conferencing Dialogic Dialogic Vision CCXML Developer s Manual CCXML sample applications The following table shows the available port capacity for the call recording use case with a typical one board two board or three board Vision Server configuration Number of boards Network protocol for user calls Port capacity 1 PSTN 120 SIP 119 PSTN 240 SIP 238 PSTN 360 SIP 357 Running the application The following table describes how to run the music on hold with a wait queue application These instructions assume that you already copied the contents of vx demos ccxml demos www to apache htdocs and vx demos ccxml demos cgi bin to a
7. gt lt assign name in_calledparty expr evt connection local gt lt if cond evt info tostr reject gt lt log label vxglb1 expr Rejecting inbound call gt lt reject gt lt Here we couldn t care less about the result of the reject gt lt exit gt lt else gt lt assign name out_calledparty expr convertUri evt connection local evt info toregex EWE tithe ic sicse ar trcallmodes evt connection callmode gt lt var name callerid expr convertUri in_callingparty evt info fromregex evt info fromstr lt log label vxglb1 expr Creating outbound call to the following destinat ron UR E u ct oluiemc alllellecioctictayart mura clue iu linus callerid gt lt var name hints expr delayack true gt lt 1f cond evi infto tohints t gt lt assign name hints expr hints evt info tohints gt SAEs lt assign name hints expr hints gt lt log label vxglb1l expr Creating call with the following hints e inges ap Ml ys lt createcall connectionid out_connectionid dest out_calledparty callerid callerid hints evaluateObject hints gt lt assign name state expr routing gt af ie gt lt LransitLion gt lt laH KKK KKK KKK KKK KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK ROUTING CONNECTED KKKKKK KKK KKK KKK KKK KKK KKK KK KKK KK KKK KKK KK KKK KKK KKK KKK gt lt transition state routing event connection conne
8. lt assign name state expr routing gt Gif alae lt transition gt KLAR KKK KKKKKKKKKK KKK KK KKK KK KK KK KKK KK KKK KK KK KK KKK KK ROUTING CONNECTED KKK KKK KKK KK KK KK KKK KK KKK KK KKK KKK KKK KKK KKK KK KKK KKK KKK gt lt transition state routing event connection connected name evt gt lt if cond evt connectionid out_connectionid gt lt log label vxglb1 expr Outbound leg answered Accepting anoound cali ys lt accept connectionid in_connectionid gt lt elseif cond evt connectionid in_connectionid gt lt log label vxglb1 expr Inbound call accepted Joining Tegs Ye fs lt join idl in_connectionid id2 out_connectionid gt lt assign name state expr Jjoining gt e lt transition gt lt l KK KKKKKKKKK KKK KK KK KK KKK KK KK KKK KK KKK KK KK KKK KK KK JOINING JOINED KKK KKK KK KK KK KKK KKK KK KKK KK KKK KKK KKK KKK KK KK KK KKK KK KKK gt lt transition state joining event conference joined name evt gt lt log label vxglb1l expr Gateway call established gt lt assign name sState expr connected gt lt transition gt Dialogic Dialogic Vision CCXML Developer s Manual Gateway routing table application Routing a transferred call The following table describes how the Gateway routing table application routes a transferred call successfully For information about disconnect and error handli
9. 1 DSO 120 conferencing Dialogic Dialogic Vision CCXML Developer s Manual CCXML sample applications The following table shows the available port capacity for the call recording use case with a typical one board two board or three board Vision Server configuration Number of boards Network protocol for user calls Port capacity 1 PSTN 120 SIP 119 PSTN 240 SIP 238 PSTN 360 SIP 357 Running the application The following table describes how to run the music on hold application These instructions assume that you already copied the contents of vx demos ccxml demos www to apache htdocs and vx demos ccxml demos cgi bin to apache cgi bin as described in Overview of CCXML sample applications on page 23 Step 1 Dialogic Action Modify the vx demos ccxml demos www Music On Hold create MusicOnHold ccxml file as follows e Change webserver to the URL of the web server that serves the vx demos ccxml demos www Music On Hold music vxml file lt dialogstart src http webserver Music On Hold music vxml e Change appserver to the application server on which to post the conference ID for the music on hold conference lt send target http appserver MusicOnHold Modify the vx demos ccxml demos www Music On Hold incoming ccxml file as follows e Change appserver to the application server from which to obtain the conference ID for the music on hold conference lt send target http app
10. ISDN Integrated services digital network a standard for providing voice and data telephone service with all digital transmission and message based signaling I SUP ISDN user part the SS7 protocol layer that allows for the establishment supervision and clearing of circuit switched connections between two SS7 signaling points such as central office switches Despite its name the ISUP layer is not unique to interconnecting It is used to manage all types of circuit switched connections ITU International Telecommunications Union an international standards body for telecommunications IVR Interactive voice response a telephony application in which callers interact with programs using recorded or synthesized voice prompts DTMF digits or speech recognition to query or deliver information 60 Dialogic Dialogic Vision CCXML Developer s Manual Glossary M Media Resource Function Component of the Dialogic Vision VX Integrated Media Platform that provides media processing including record playback and interfaces to speech recognition resources The Media Resource Function is implemented by MIOSIP MIB Management information base an SNMP collection of objects that represent a managed node Physically a list of variables Logically a table with rows of variables MI OSI P Implements the Media Resource Function of the Dialogic Vision VX Integrated Media Platform MIOSIP provides SIP call control media processi
11. Music conference Music dialog PSTN _ 1 User 1 is placed on hold before transfer Recording conference 3 User is joined to the recording conference Recording dialog sip 2 Agent contacts a supervisor Supervisor Resources and capacity The third party call with transfer out sample application uses four DSO resources and three conferencing resources when the incoming user call is a SIP call and one DSO resource and three conferencing resources when the incoming user call is a PSTN call The following table shows the tasks for which these resources are used Task Resources needed Initiating the VoiceXML recording dialog 1 DSO Accepting an incoming user call 1 DSO for a SIP call only Contacting the agent 1 DSO Contacting the supervisor 1 DSO Create a three party conference that consists of the user agent and call 3 conferencing recording dialog Note The SIP call leg that initiates the VoiceXML music dialog also uses one DSO resource However because this occurs only once when the first incoming call is attached to the music conference it is not included in the total calculations Dialogic 37 CCXML sample applications Dialogic Vision CCXML Developer s Manual The following table shows the available port capacity for the call recording use case with a typical one board two board or three board Vision Server configuration In the best case no user is connecte
12. gw_state event connection disconnected name evt gt call is in the routing joining or connected states Description Upon receipt of a Dialogic lt if cond evt connectionid out_connectionid gt lt log label vxglb1l expr Outbound leg disconnected Disconnecting inbound leg gt lt reject connectionid in_connectionid gt lt elseif cond evt connectionid in_connectionid gt lt log label vxglb1 expr Inbound leg disconnected Disconnecting outbound leg gt lt disconnect connectionid out_connectionid gt 55 Gateway routing table application Scenario Description connection disconnected event during the routing joining or connected states the application disconnects the inbound and outbound call legs Scenario Participant in a transferred call hangs up while the call is in the transferring state Description Upon receipt of the connection disconnected event during the transferring state indicating one call party hung up determine which call leg disconnected If the transfer originator disconnected disregard the event If the remaining call leg or transfer destination disconnected disconnect both call legs Scenario Participant in a transferred call hangs up while the call is in the transferred state Description Upon receipt of the connection disconnected event during the transferred state indicating one call party hung up determin
13. object Therefore to achieve a desired member capacity you might need to allocate multiple conference objects For information about the resources needed for implementing a specific use case see the topic for that use case Call recording The call recording sample application records the conversation between one user and one agent in a call center system This application uses the following files in the vx demos ccxml demos directory File Description www Call Recording incoming ccxml CCXML application that e Joins a user and agent in a conference e Attaches a VoiceXML dialog record vxml to the conference for recording www Call Recording record vxml VoiceXML application that records the conference cgi bin Call CGI Perl script that accepts a POST from a VoiceXML record Recording SaveRecording pl dialog 24 Dialogic Dialogic Vision CCXML Developer s Manual CCXML sample applications The following illustration shows the connections created by the call recording application CCXML Session a S Recording PSTN C Conference 4 SIP Agent User Recording VoiceXML dialog Resources and capacity The call recording sample application uses three DSO resources and three conferencing resources when the incoming user call is a SIP call and two DSO resources and three conferencing resources when the incoming user call is a PSTN call The following table shows the tasks for which these reso
14. see Third party call with transfer out on page 36 18 Dialogic Dialogic Vision CCXML Developer s Manual Using the CCXML interface Outbound SIP calls with preferred audio codecs When performing third party call control an application might require that an outbound SIP call be placed with a specific audio codec To create an outbound call with a preferred audio codec use the following attributes and parameters in the lt createcall gt element e Join the two call endpoints using the joinid attribute e Specify the preferred codec using audiocodec parameter in the hints attribute of the lt createcall gt element If the connection to join is a SIP connection that was previously established with another codec the Vision Call Server sends a RE INVITE message to negotiate the new codec If the codecs negotiated in both connections are identical the Vision Call Server does not send a RE INVITE message Note The audiocodec hint parameter cannot be used at the same time as the tpcc hint parameter The following example creates an outbound call with preferred codec G 729 lt createcall dest sip 987 10 1 2 16 5065 callerid callingparty timeout 20s connectionid connB joinid connA hints audiocodec g729 gt The following illustration shows the call flow for placing an outgoing SIP call with a preferred codec User A Call Server User B lt createcall gt INVITE offer 1 G 720 lt a 200 OK
15. Bands gee nbd E a E Oa E AD aAA IEA 8 Limitations sevice denedeceeies tlaeigeien aides exh nceeenus Bie deeeaes peewee de inane ceeded eda 8 Supported CCXML element ccc cece eee eee eee eee ene eee ene eee eee naan ee 8 Supported CCXML session variables cece cece cece e eee eee eens eee nee neta eens 11 Chapter 3 Using the CCXML interface ccccsceeesceeeeeeeeeeeeueeeeeeeeuaeeeueeeeuanens 13 Starting a new CCXML SESSION cece ee eee ae eee ene aetna eee 13 Exchanging data between CCXML and VOICEXML 0 cee cece eee ee eee eee ee teen rnern 14 CCXML event processing 2 ce ece cece eee eee een eae een e eae ene eee 14 Additional attributes in the connection alerting event ccceeeeee eects ee tees 15 substate attribute in the connection signal event ccc eeeee eee cette eee teeta 15 Reason mapping in the connection failed event ceceee ee eee eee ee teeta teed 15 CCXML lOGGING ws sec ateyi rex the cede ee recedes rele wend dae bheeamad deed ein aaa ead aN 15 General CCXML SC NaliOS eieiei eee nee ene ne KAE a EE eee 15 Multiple party audio CONnferencing ccc cece e eect eee eee eee nee eae e eee ne ed 16 Media splitting for eavesdropping CallS cece cece eee eee e eect ee teeta ened 17 Third party call COMErO su cosiscueciAsieeeuhoe hig slaaxsnede hive nadie nitew went haedvanseeteantivans 18 Outbound SIP calls with preferred audio
16. CCXML Developer s Manual To perform a blind transfer use the CCXML lt redirect gt element To perform a bridge transfer use the lt createcall gt element to create a connection to the destination and then join the source and destination legs together Configuration CCXML settings for file names file paths logging levels and so forth are pre configured in the callserver conf file in the vx callserver conf directory where vx is the default installation directory opt nms vx The defaults are appropriate for most sites You can modify many of these defaults using the Vision Console For information see the Dialogic Vision CX Video Gateway Administration Manual or the Dialogic Vision VX Integrated Media Platform User s Manual You can modify all defaults by editing the callserver conf file directly as described in the Dialogic Vision Call Server Administration Manual Limitations The Vision Call Server does not support the following CCXML elements e lt merge gt e lt meta gt e lt metadata gt Supported CCXML elements The following table lists the CCXML elements that the Vision Call Server supports and notes any differences from the W3C Working Draft of CCXML dated 29 J une 2005 For more information about the CCXML standard see http www w3 org TR 2005 WD ccxml 20050629 Supported CCXML Notes element lt accept gt The hints attribute supports the answertype sub attribute which det
17. a join element with the confid attribute lt join idl confid id2 connid duplex full gt The sample CCXML applications that come with the Vision Server shows how to implement a variety of conference types including a conference with call recording and a conference with music on hold For information see Overview of CCXML sample applications on page 23 16 Dialogic Dialogic Vision CCXML Developer s Manual Using the CCXML interface Media splitting for eavesdropping calls Media splitting functionality allows one or more eavesdropping calls to listen in to a conversation between two other call endpoints without being able to participate in that conversation This type of scenario for example lets a supervisor listen in to a conversation between a user and an agent In this scenario the call endpoints engaged in a conversation are connected together in full duplex mode while the listening call legs are connected in half duplex mode Use the parameter mediasplit true in the hints attribute of the lt join gt element to implement media splitting The mediasplit true hint is mandatory in the join request for the two call endpoints engaged in a conversation Media splitting is allowed only when one call endpoint has a 3G connection and the other has a SIP connection The maximum number of connections in the same media split scenario is 32 For example suppose you have the following connections in a C
18. an out of band signaling system that provides fast call setup using circuit switched connections and transaction capabilities for remote database interactions SSML Speech Synthesis Markup Language a proposed standard for enabling access to the internet using speech SSML provides a standard way to control various aspects of speech such as pronunciation volume pitch and rate over a variety of platforms SSML Processor Component of the Dialogic Vision VX Integrated Media Platform that processes SSML requests for audio and text to speech y T 38 fax A standard for real time fax over IP that makes it possible for fax machines from different vendors to talk to each other over IP networks The T 38 standard defines how to conduct group 3 facsimile transmission between terminals in which a portion of the transmission path between terminals includes besides the PSTN or ISDN an IP network such as the internet TCAP Transaction capabilities application part an SS7 protocol that provides applications with transaction support over the SS7 network It enables the exchange of non circuit related data such as database queries and responses and remote feature invocation requests between SS7 signaling points The TCAP layer relies on both the MTP and SCCP layers for message addressing and delivery TDM Time division multiplexing a technique for transmitting a number of separate data voice or video signals simultaneously over one commu
19. codecs ccce ccc eee eee eeaeeeeeeeneeenenas 19 CCXML application definition file cece eee eee een eee teen eee 19 Chapter 4 CCXML sample applications ccccscceesceeeeeeeeeeeeueeeeueeeeueeeeeeeeenenens 23 Overview of CCXML sample applications cece cece cece eee eee teeta eae eens 23 Configuring the sample applications cc cece eee eee eee e eee eee eae ea eee 23 Calculating reSOUICES 0 0 0 cece eee enna eee EEE E 24 Calls FEGOnrd ING was nosmet cede E EE NE hen aie eens deer Rid et ote Ete 24 Resources and Capacity ccc cece cece eee eae enna eae e teeta 25 Running the application cce cece eee eee ai eae teen ne eneed 26 Application Ogi C a 6 so2deperwed aa enaa e rere green EA Ea reo einen a eueeere 27 MUSIC om NOI cccencaysevadeeis ran rA ER E TENENT AEAEE ented 27 Resources and Capacity ssssssssssserrsrsresrrsnsrirrnnnnrireranaruririnnesrinennsnerrnnns 28 Running the application ccc cece a ea a aaa a aE Na AEEA 29 Application 09 Cosroe i rad Ea naai AAEE Ea rai 30 Music on hold with a wait QUCUC cece cece eee eee ene nee teen e eee ened 31 RESOUrGeS ANd capacity risma a pend aaa ee eneen ey EnA aa at 32 Running the application cece eee eee teeta eaten eee 33 Application lOGIG e g ieivenis even aaa cete eran he eeueieie te EEEE E AEE EE 34 Third party call with transfer OUt c cece cece eee eee eee teeta e
20. conference and the user agent or supervisor disconnects from the conference If this party The CCXML application disconnects User Ends because the conversation is finished Agent Ends because the conversation is finished Supervisor Logs the fact that the supervisor disconnected from the conference and changes state The application implements this scenario with the following code lt transition state RecordingUserAgent event connection disconnected name evt gt lt if cond evt connectionid UserConnectionid gt lt log label Third Party Call Use Caserti expr User disconnected Exiting gt lt exit gt lt elseif cond evt connectionid SupervisorConnectionid gt lt log label Third Party Call Use Caset expr Supervisor Disconnected gt lt elseif cond evt connectionid AgentConnectionid gt lt log label Third Party Call Use Caset expr Agent Disconnected gt lt exit gt Z E lt transition gt Disconnecting when a user is joined to a supervisor The application uses the following logic when a user is joined to a supervisor and the user agent or supervisor disconnects from the call recording conference If this party The CCXML application disconnects User Ends because the conversation is finished Agent Logs the fact that the agent disconnected from the conference and changes state Supervisor Ends because the conversation is finished
21. CXML events using the CCXML basichttp event processor The basichttp event processor goes through the following stages Stage Description 1 A web server listens on a particular port 8080 by default for incoming HTTP requests 2 Upon receiving a request the web server extracts CCXML parameters and populates a related CCXML event 3 If the event is destined for an active CCXML session the web server injects the CCXML event into the CCXML session using a request like the following http localhost 8080 basichttp sessionid s123 amp name basichttp myevents amp eventsource http www example org ccxmlext agent agent12 amp site location orlando amp site code RE445 All requests created from CCXML events use basichttp as the access URI Use the CCXML lt send gt element to send CCXML events to an external component For more information about the CCXML basichttp event processor see Appendix K of the W3C Working Draft of Voice Browser Call Control CCXML Version 1 0 dated 29 June 2005 In addition the Vision Call Server supports a createsession event I O processor An external component can start a new CCXML session as described in Starting a new CCXML session on page 13 14 Dialogic Dialogic Vision CCXML Developer s Manual Using the CCXML interface For information about the CCXML standard see http www w3 org TR 2005 WD ccxml 20050629 Additional attributes in the connection alerting event The CCXML connecti
22. CXML session e Caller A 3G connection e Caller B SIP audio video connection e Caller C 3G connection e Caller N 3G connection CCXML session Caller B SIP Caller C Caller W 3G 3G To connect Caller A to Caller B so that output flows in both directions A to B and B to A use a join request that uses full duplex mode and requests media splitting lt join idl connectionidA id2 connectionidB duplex full hints mediasplit true gt To connect Caller C to Caller B so that output flows from B to C use a join request that uses half duplex mode lt join idl connectionidc id2 connectionidB duplex half gt To connect Caller N to Caller B so that output flows from B to N use another join request that uses half duplex mode lt join idl connectionidN id2 connectionidB duplex half gt Dialogic 17 Using the CCXML interface Dialogic Vision CCXML Developer s Manual To see an example of CCXML scripts that implement an eavesdropping scenario see Third party call with transfer out on page 36 Third party call control Third party call control occurs when the Vision Call Server sets up and manages a call between two other parties Applications might require this functionality in order to provide operator and conferencing services With third party call control media flows between two SIP connections while the Vision Call Server remains in the signaling path For example s
23. CXML session The new session operates independently of the existing session and it has a separate variable space for the CCXML documents that it executes createsession When the Vision Server receives a request of the following form it creates a new event I O CCXML session through a createsession event I O processor processor http localhost 8080 createsession uri http www example org ccxml myscript ccxml amp event source http www example org ccxmlext delay value 500 amp delay format msecs vxmlscript http www example org ccxml myscript vxml The createsession event I O processor uses the same web server as the basichttp event I O For more information see Appendix L in http www w3 org TR 2005 WD ccxml 20050629 Exchanging data between CCXML and VoiceXML A CCXML application can send data to a VoiceXML application by using the namelist attribute of the lt dialogprepare gt or lt dialogstart gt element A CCXML application can return data to a VoiceXML application by using the expr or namelist attributes or both in the BYE message generated as a result of the CCXML lt exit gt element A VoiceXML application can send data to a CCXML application in the BYE message that is generated as a result of the VoiceXML lt disconnect gt or lt exit gt element The CCXML application can retrieve data in the CCXML dialog exit or dialog disconnect events CCXML event processing The Vision Call Server processes C
24. Dialogic Making Innovation Thrive Dialogic Vision CCXML Developer s Manual June 2009 64 0409 01 www dialogic com Copyright and legal notice Copyright 2008 2009 Dialogic Corporation All Rights Reserved You may not reproduce this document in whole or in part without permission in writing from Dialogic Corporation at the address provided below All contents of this document are furnished for informational use only and are subject to change without notice and do not represent a commitment on the part of Dialogic Corporation or its subsidiaries Dialogic Reasonable effort is made to ensure the accuracy of the information contained in the document However Dialogic does not warrant the accuracy of this information and cannot accept responsibility for errors inaccuracies or omissions that may be contained in this document INFORMATION IN THIS DOCUMENT IS PROVIDED IN CONNECTION WITH DIALOGIC PRODUCTS NO LICENSE EXPRESS OR IMPLIED BY ESTOPPEL OR OTHERWISE TO ANY INTELLECTUAL PROPERTY RIGHTS IS GRANTED BY THIS DOCUMENT EXCEPT AS PROVIDED IN A SIGNED AGREEMENT BETWEEN YOU AND DIALOGIC DIALOGIC ASSUMES NO LIABILITY WHATSOEVER AND DIALOGIC DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY RELATING TO SALE AND OR USE OF DIALOGIC PRODUCTS INCLUDING LIABILITY OR WARRANTIES RELATING TO FITNESS FOR A PARTICULAR PURPOSE MERCHANTABILITY OR INFRINGEMENT OF ANY INTELLECTUAL PROPERTY RIGHT OF A THIRD PARTY Dialogic products a
25. ML session New CCXML sessions are triggered by the mechanisms shown in the following table Trigger Inbound call SIP INVITE from an application server Outbound call made from the CallPlacer interface Dialogic Action When the Vision Server receives a call it checks if the called number matches the number range for an entry on the CCXML application configuration page of the Vision Console If it finds a match the corresponding CCXML application is executed If no CCXML application list is defined or if there is no match the e CX Video Gateway executes the CCXML application referenced by the CcxmIGatewayURI setting in the callserver conf file gateway ccxml by default e VX Integrated Media Platform executes the CCXML application referenced by the CcxmllnboundUri setting in the callserver conf file inbound ccxml by default For information about defining CCXML applications using the Vision Console see the Dialogic Vision CX Video Gateway Administration Manual or the Dialogic Vision VX Integrated Media Platform User s Manual For information about defining CCXML applications directly in the application definition file see CCXML application definition file on page 19 When the Vision Server receives a SIP INVITE from an application server it executes the CCXML application specified by the NETANN URI An example of a NETANN URI is application callserver host ccxml http example com ap
26. XML Developer s Manual Step 10 11 12 13 14 Dialogic Action Connect the incoming call to the music on hold conference using a half duplex connection Upon receipt of the application inputQueuePosition event remove the user from the music on hold conference Create a dialog that joins queuePostion vxml to the call The dialog plays the user s position in the queue and then exits Reconnect the user to the music on hold conference Send the user s queue position to the application server every 60 seconds Upon receipt of the application RemoveFromHold event remove the user from the music on hold conference Place a SIP call to an agent and join the call to the user Upon receipt of the connection disconnected event end the music on hold conference by closing the CCXML session CCXML sample applications File name and code snippet targettype basichttp data getConferenceInfo namelist basichttpioprocessor session id gt incoming queue ccxml lt join idl UserConnectionid id2 onHoldConferenceid duplex halft entertone false exittone false gt incoming queue ccxml lt transition state onHold event application inputQueuePosition name evt gt lt log label Music On Hold Use Caset expr We need to tell the user position in the queue gt lt unjoin idl UserConnectionid id2 onHoldConferenceid gt lt assign name state expr inp
27. abel Third Party Call Use Caset expr User disconnected Exiting gt lt exit gt lt elseif cond evt connectionid SupervisorConnectionid gt lt log label Third Party Call Use Caset expr Supervisor Disconnected gt lt elseif cond evt connectionid AgentConnectionid gt lt log label Third Party Call Use Case expr Agent Disconnected gt aE lt transition gt Whisper coaching The whisper coaching application enables a supervisor to whisper advice to an agent without being heard by the user In this scenario the application sets up a two way conversation between the agent and the user a two way conversation between the supervisor and the agent and a listen only conversation between the supervisor and the user This application uses the www Coaching incoming ccxml file in the vx demos ccxml demos directory This application does the following e Creates two conferences e Accepts incoming user calls e Joins an incoming user call to conference 1 with a full duplex connection e Joins an incoming user call to conference 2 with a half duplex connection e Joins the agent to both conferences with half duplex connections e Joins a supervisor to both conferences with half duplex connections Dialogic 45 CCXML sample applications Dialogic Vision CCXML Developer s Manual The following diagram illustrates the connections that the whisper coaching application creates
28. answer 1 G 729 RE INVITE offer 2 G 729 200 OK answer 2 G 729 ACK ACK RTP G 729 CCXML application definition file The CCXML application definition file maps individual CCXML applications to number ranges that trigger the execution of those applications If you need this mapping functionality you can either use the Vision Console to set up an application definition or you can edit the application definition file directly By default the CCXML application definition file is named ccxmlappcfg xml and is located in the vx callserver conf directory This topic describes how to edit the application definition file directly For information about using the Vision Console to change CCXML application definitions see the Dialogic Vision CX Gateway Administration Manual or the Dialogic Vision VX Integrated Media Platform User s Manual Dialogic 19 Using the CCXML interface Dialogic Vision CCXML Developer s Manual The CCXML application definition file contains one lt application gt element for each CCXML application to be mapped Each lt application gt element contains the following child elements Element Description lt number Range of numbers that match to the application range gt lt script gt The type attribute contains the URI of the initial document that the Vision Call Server loads when the call is answered lt dialog Comma separated list of dialog servers to use fo
29. application server Create the music on hold conference Accept an incoming user call and send the user s queue position to the application server after 60 seconds Fetch the music on hold conference ID File name and code snippet create MusicOnHold ccxml lt createconference confname onHoldConference conferenceid conferenceid reservedtalkers 1 reservedlisteners 120 gt create MusicOnHold ccxml lt dialogstart srce http webserver Music On Hold music vxml conferenceid conferenceid gt create MusicOnHold ccxml lt send target http appserver MusicOnHold targettype basichttp data setConferenceInfo namelist basichttpioprocessor conferenceid gt Create the music on hold conference by entering the following URL in your web browser http CallServer IP 8080 createsession uri http webserver Music On Hold create MusicOnHold ccxml where Callserver_IP is the IP address of the Vision Call Server This URL tells the CCXML engine to execute the create MusicOnHold ccxml file which creates the music on hold conference incoming queue ccxml lt assign name UserConnectionid expr evt connectionid gt lt accept connectionid UserConnectionid gt lt send target session id targettype ccxml data application inputQueuePosition delay iG Osnaty incoming queue ccxml lt send target http appserver MusicOnHold Dialogic Dialogic Vision CC
30. application server that the user disconnected from the conference Agent Logs the fact that the agent disconnected from the conference and changes state Supervisor Logs the fact that the agent disconnected from the conference and changes state The application implements this scenario with the following code lt transition event application disconnectUser name evt gt lt if cond evt connectionid UserConnectionid gt lt log label Third Party Call Use Caset expr User disconnected Exiting gt lt exit gt lt Must notify AppServer that the User disconnected gt lt elseif cond evt connectionid SupervisorConnectionid gt lt log label Third Party Call Use Case expr Supervisor Disconnected Joining User to Agent gt lt assign name state expr UnjoiningSupervisor gt lt send target session id targettype ccxml data conference unjoined gt lt elseif cond evt connectionid AgentConnectionid gt lt log label Third Party Call Use Case expr Agent Disconnected Joining 44 Dialogic Dialogic Vision CCXML Developer s Manual CCXML sample applications User to Supervisor gt lt assign name state expr UnjoiningAgent gt lt send target session id targettype ccxml data conference unjoined gt Sf sie lt transition event connection disconnected name evt gt lt if cond evt connectionid UserConnectionid gt lt log l
31. conference In the Vision Console define the music on hold with a wait queue application to the Vision Call Server by associating a phone number with the following URL 33 CCXML sample applications Step 5 6 Action Dialogic Vision CCXML Developer s Manual http webserver Music On Hold incoming queue ccxml where webserver is the URL of the web server that serves the vx demos ccxml demos www Music On Hold incoming queue ccxml file For information about defining CCXML applications using the Vision Console see the Dialogic Vision CX Video Gateway Administration Manual or the Dialogic Vision VX Integrated Media Platform User s Manual For information about defining CCXML applications directly in the application definition file see CCXML application definition file on page 19 Make a call to the number you specified in Step 3 After the scripts run ensure that the audio was played back to the audio terminal Note The music vxml file plays one time and then returns To play music for a longer period of time loop the music vxml file when it finishes Application logic The music on hold with a wait queue application follows this logic Step 1 34 Action Create a music on hold conference that supports one talker and up to 120 listeners Create a dialog that uses music vxml to play music to music on hold conference members Publish the music on hold conference ID to an
32. cted name evt gt lt if cond evt connectionid out_connectionid gt lt log label vxglb1 expr Outbound leg answered Accepting algeria Gelli gt 53 Gateway routing table application Step 4 54 Action Upon receipt of the joining event the call legs are successfully joined The call state changes to connected Upon receipt of a connection signal event with a substate of TRANSFER determine which call leg received the transfer If the replace string for the to outbound URI is set to reject then disconnect the inbound call The call state changes to exit Otherwise create the new to URI on the outbound side of the gateway and connect the inbound call to the new destination The call state changes to transferring Dialogic Vision CCXML Developer s Manual Code snippet lt accept connectionid in_connectionid gt lt elseif cond evt connectionid in_connectionid gt lt log label vxglb1 expr Inbound call accepted Joining legs gt lt join idl in_connectionid id2 out_connectionid gt lt assign name state expr Jjoining gt lt fit gt lt transition gt lt KKKKKKKKKKKKKKKKKKKKKKKKKKK KKK KKK KKKKKK KKK KK KK JOINING JOINED KKKKKKKK KK KKK KKK KK KKK KKKKKKKKKKKKKKKKKKKKK KKK KKK KKK gt lt transition state joining event conference joined name evt gt lt log label vxglbl expr Gateway call established gt
33. cxml demos www Music On Hold directory File create MusicOnHold ccxml incoming queue ccxml music vxml queuePosition vxml music wav 2 wav intro wav outro wav Dialogic Description CCXML application that e Creates a multi user music on hold conference for incoming calls e Invokes a VoiceXML dialog to play music while the users are on hold CCXML application that e Accepts incoming calls e Joins incoming calls to the music on hold conference e Periodically creates a dialog that notifies users of their position in the queue e Releases the call from the music on hold conference and transfers the call to an agent VoiceXML application that streams music to the calls in the music on hold conference while they wait for a transfer to an agent VoiceXML application that plays the current position of the user in the queue The user position is hard coded with the value 2nd in this sample file WAV file containing the music played by music vxml WAV files containing the queue information played by queuePosition vxml 31 CCXML sample applications Dialogic Vision CCXML Developer s Manual The following illustration shows the connections that the music on hold with a wait queue application creates CCXML Session PSTN User 2 On hold conference Ss 1 User 1 is placed on PSTN hold before transfer 2 User 1 is notified User 1 3 User 1 is transferred
34. d listeners conferenceid conferenceid reservedtalkers 4 reservedlisteners 0 gt Task 3 Connecting an agent and user to the call recording conference The application places a SIP call to connect an agent to the call recording conference It also connects an incoming user call to this conference Step Action File name and code snippet 1 Place a SIP call to an agent and incoming ccxml connect the agent to the call recording E aes conference connectionid AgentConnectionid joinid conferenceid gt 2 Accept an incoming user call incoming ccxml lt accept connectionid UserConnectionid gt 3 Connect the user call to the call incoming ccxml recording conference lt join idl conferenceid id2 UserConnectionid entertone false exittone false gt At this point the user is connected to the agent and the call is recorded 40 Dialogic Dialogic Vision CCXML Developer s Manual CCXML sample applications Task 4 Placing the user on hold The application removes the user from the call recording conference and joins the user to the music on hold conference Step Action File name and code snippet 1 Remove the user from the call incoming ccxml recording conference lt unjoin idl UserConnectionid id2 conferenceid gt 2 Fetch the ID of the on hold incoming ccxml conference lt send target http appserver MusicOnHold targettype basichttp data getConferenceInfo na
35. d to a supervisor In the worst case all users are connected to supervisors Number of boards Network protocol for user calls Port capacity Best case Worst case 1 PSTN 82 79 SIP 79 59 2 PSTN 164 258 SIP 158 118 3 PSTN 246 237 SIP 237 177 Running the application The following table describes how to run the third party call with transfer out application These instructions assume that you already copied the contents of vx demos ccxml demos www to apache htdocs and vx demos ccxml demos cgi bin to apache cgi bin as described in Overview of CCXML sample applications on page 23 Step Action 1 In the vx demos ccxml demos www Call Recording record vxml file change the value of webserver to specify the web server that serves the x demos ccxml demos www Call Recording saveRecroding pl file src http webserver cgi bin Call Recording saveRecording pl 2 Modify the vx demos ccxml demos www Music On Hold create MusicOnHold ccxml file as follows e Change webserver to the URL of the web server that serves the vx demos ccxml demos www Music On Hold music vxml file lt dialogstart src http webserver Music On Hold music vxml e Change appserver to the application server on which to post the conference ID for the music on hold conference lt send target http appserver MusicOnHold 4 Modify the vx demos ccxml demos Third Party Call incoming ccxml file as follows e Change webserver to the URL of the web se
36. demark guidelines published by Dialogic from time to time and any use of Dialogic s trademarks requires proper acknowledgement The names of actual companies and product mentioned herein are the trademarks of their respective owners This document discusses one or more open source products systems and or releases Dialogic is not responsible for your decision to use open source in connection with Dialogic products including without limitation those referred to herein nor is Dialogic responsible for any present or future effects such usage might have including without limitation effects on your products your business or your intellectual property rights Revision history P N 64 0409 01 Revision Release Notes date A June 2009 DEH BK Dialogic Vision CX Video Gateway 4 1 and Dialogic Vision VX Integrated Media Platform 4 1 Last modified June 8 2009 Refer to www dialogic com for product updates and for information about support policies warranty information and service offerings Table Of Contents Chapter 1 Introduction ccccceeeceeeeeeeeeeeeeeeeeeeeeeeeeaeeeueeeeuaeeaeaeeaueeeeuaeeaueeeauanss 5 Chapter 2 The CCXML interface c ccsccceeeeceeeeeeeeeeeeeeeeeeeeuaeeeeaeeeuaeeaueeeeueeeauanes 7 Overview of the CCXML interface ccc eee eee cece eee eee eee eee eee e teeta nae 7 Supported transfer SCENALiOS 6 c cece eee eee eee eee eee teeta eae ed 7 Configuratio Mp ssia paa naa petal
37. e gt lt assign name out_calledparty expr convertUri evt info URI evt info toregex evt info tostr gt lt Caller id taken from the call remaining on the jOisierOigi s lt var name callerid expr convertUri in_callingparty evt info fromregex evt info fromstr gt lt log label vxglbl expr Transfering to ap out calledparty t tj mong C sp eelierisi ap a E gt lt Call already unjoined by the platform so we can Dialogic Dialogic Vision CCXML Developer s Manual Step Action Upon receipt of the connection connected event change the call state to transferred Upon receipt of the conference joined event indicating the call legs are successfully joined disconnect the call leg that initiated the transfer and change the call state to transferred Gateway routing table application Code snippet proceed with the outbound call gt Hae pans Vatioes Segoe UN fs Salis etojevel Wenne 5 ieee jcolmakiqies Y Vs lt assign name hints expr hints evt info tohints gt lt p aiie gt lt assign name hints expr hints gt lt log label vxglbl1 expr Creating call with the following hints hints L lt createcall joinid in_connectionid connectionid out_connectionid dest out_calledparty callerid callerid hints evaluateObject hints he lt assign name state expr transferring gt JAE ZALES aferema e oE lt
38. e gateway routing table 2 Creates the outbound call leg A call reaches the joining state when the gateway receives a connection connected event for the outbound call leg indicating that the outbound call leg is connected to the gateway During this state the gateway accepts the inbound call and joins the inbound Call state Description idle Initial call state routing joining and outbound call legs together connected transferring transferred exit Routing a direct call A call reaches the connected state when the gateway receives a conference joined event indicating that the inbound and outbound call legs are joined together in a call During this state the gateway can receive a connection signal event indicating a transfer request In this case the application creates the new outbound call leg A call reaches the transferring state when the gateway receives a connection signal event from one of the SIP legs A call reaches the transferred state when the gateway receives a conference joined event indicating that the inbound and outbound call legs are joined together in a call A call reaches the exit state when the gateway receives a e connection disconnected event indicating that a call leg disconnected e connection failed or error conference join event indicating an error during call processing The following table describes how the Gateway routing table application routes a direct non transfer
39. e which call leg disconnected If the transfer originator disconnected disregard the event If the remaining call leg or transfer destination disconnected disconnect the remaining call leg Note In the transferred state the transfer originator should already be disconnected Scenario Application cannot create the outbound call leg in the 56 Dialogic Vision CCXML Developer s Manual Code snippet SR lt exit gt lt transition gt where gw_ state is routing joining or connected KK KKK KKK KK KK KK KK KK OK KK KK KK Ok TRANSFERRING DISCONNECTED KKK KKK KK KK KK KK KK KKK KK KK KK KK KK KKK KKK KKK KKK KKK KR KKK gt lt transition state transferring event connection disconnected name evt gt lt if cond evt connectionid transfer_connectionid gt lt log label vxglb1 expr Referred call leg disconnected gt lt assign name transfer_connectionid expr 1 gt lt elseif cond evt connectionid out_connectionid gt lt log label vxglb1l expr Outbound leg disconnected Disconnecting inbound leg gt lt disconnect connectionid in_connectionid gt lt disconnect connectionid transfer_connectionid gt lt exit gt lt elseif cond evt connectionid in_connectionid gt lt log label vxglb1 expr Inbound leg disconnected Disconnecting outbound leg gt lt disconnect connectionid out_connectionid gt lt disconnect connecti
40. egs in the joining state Description Upon receipt of an error conference join event during the joining state the application returns an error message disconnects the inbound and outbound legs Scenario Application cannot create the outbound call leg in the transferring state Description Upon receipt of a connection failed event during the transferring state the application tests to see whether the failure occurred in the inbound or outbound call leg Then it displays an appropriate error message and disconnects the call leg with the error It also disconnects the transfer originator at the end of the transition Dialogic Gateway routing table application Code snippet lt log label vxglb1 expr Outbound leg failed with reason evt reason Rejecting inbound leg gt lt reject connectionid in_connectionid reason 486 User busy gt lt elseif cond evt connectionid in_connectionid gt lt log label vxglb1 expr Inbound leg failed with reason evt reason Disconnecting outbound leg gt lt disconnect connectionid out_connectionid gt SIE lt exit gt lt transition gt lt transition state routing event error conference join name evt gt lt log label vxglbl expr Unable to join both call legs gt lt reject connectionid in_connectionid gt lt disconnect connectionid out_connectionid gt lt exit gt lt transition gt lt t
41. ence on page 40 Task 4 Placing the user on hold on page 41 Task 5 Connecting a supervisor to the agent on page 41 Task 6 Responding to different events on page 41 Task 7 Responding to different disconnect scenarios on page 42 39 CCXML sample applications Dialogic Vision CCXML Developer s Manual Task 1 Creating the music on hold conference The application creates the music on hold conference Step Action File name and code snippet 1 Create an music on hold create MusicOnHold ccxml conference that supports one lt createconference confname onHoldConference talker and up to 80 listeners conferenceid conferenceid reservedtalkers 1 reservedlisteners 80 gt 2 Create a dialog that uses create MusicOnHold ccxml music vxml to play music to lt dialogstart conference members src http webserver Music On Hold music vxml conferenceid conferenceid gt 3 Publish the conference ID to an create MusicOnHold ccxml application server lt send target http appserver MusicOnHold targettype basichttp data setConferenceInfo namelist basichttpioprocessor conferenceid gt Task 2 Creating the call recording conference The application creates the call recording conference 7 Step Action File name and code snippet Create a call recording conference that incoming ccxml supports up to four talkers and no lt createconference confname session i
42. ermines what action to take in response to an incoming SIP call This attribute is valid for all Vision Server PSTN models Valid values for answertype e ACCEPT Sends an address complete message ACM to accept the call e ANSWER Sends an answer message ANM to answer the call e CONNECT Sends a connect message CON to connect the call e FULLANSWER Send both an ACM and an ANM to accept and then answer the call Default FULLANSWER lt assign gt No differences from the standard lt cancel gt No differences from the standard lt ccxml gt No differences from the standard lt createcall gt The aai attribute is supported for outgoing SIP connections only The timeout attribute is supported for PSTN calls only The hints attribute supports the following sub attributes e addressnature Address nature indicator of the called party 8 Dialogic Dialogic Vision CCXML Developer s Manual The CCXML interface Supported CCXML element lt createccxml gt lt createconference gt lt destroyconference gt lt dialogprepare gt lt dialogstart gt lt dialogterminate gt Dialogic Notes e audiocodec Requests one of the following codecs amr g723 g 26 g729 pcma or pcmu e mode Call mode voice or video e route Telecom route for the outgoing call e tpcc Requests third party call control e delayack Indicates whether to delay sending a SIP acknowledgement message ACK when gene
43. gt lt eventprocessor gt lt exit gt lt fetch gt lt goto gt lt if gt lt join gt lt log gt lt move gt lt redirect gt lt reject gt lt script gt 10 Dialogic Vision CCXML Developer s Manual Notes The following attributes are not supported e hints e reason No differences from the standard No differences from the standard No differences from the standard If a dialog exists the variables contained in the namelist attribute are sent to the dialog in the SIP BYE message No differences from the standard No differences from the standard No differences from the standard Joins inbound or outbound connections within a CCXML session To join to a connection from another CCXML session use lt move gt to put the connections in the same session before using lt join gt Joining a video connection to an audio connection is allowed When joining two SIP legs together use the refcodec hint to indicate which leg s codec should be used Set the hints attribute to refcodec id1 to refer to the codec of the first connection ID If the other end point has a different audio or video codec the Vision Call Server sends a RE INVITE to negotiate the codec of the reference end point Values for refcodec are amr g723 g726 g729 pcma and pcmu Set the hints attribute to mediasplit true to activate media splitting For information see Media splitting for eavesdropping calls on page 17
44. hat uses lt dialogstart dialogid dialogid recording vxml to record the src http webserver Call conference Recording record vxml conferenceid conferenceid gt 3 Place a SIP call to an agent and lt ereceeccaliidest sipragemen connect the agent to the call connectionid AgentConnectionid recording conference joinid conterenceid gt 4 Accept an incoming user call lt accept connectionid UserConnectionid gt 5 Connect the user call to the call lt join idl conferenceid id2 UserConnectionid recording conference At this point enero nals ceri cone wEalisey gt the user and agent can communicate and the call is being recorded 6 Upon receipt of the lt transition state Active connection disconnected event event connection disconnected end the call recording conference name evt gt by closing the CCXML session lt log label Call Recording Use Case expr Connection Disconnected Exiting gt lt exit gt lt transition gt Music on hold The music on hold sample application puts user calls on hold before they are transferred to an agent The application streams music to calls while they are on hold This application uses the following files in the vx demos ccxml demos www Music On Hold directory File Description create CCXML application that MusicOnHold ccxml e Creates a multi user conference for incoming calls e Invokes a VoiceXML dialog to play music while t
45. he users are on hold e Releases the call from the conference once the application transfers the call to an agent incoming ccxml CCXML application that accepts incoming calls and joins them to the conference music vxml VoiceXML application that streams music to the calls in the conference while they wait for a transfer to an agent music wav WAV file containing the music that is played Dialogic 27 CCXML sample applications Dialogic Vision CCXML Developer s Manual The following illustration shows the connections that the music on hold application creates PSTN User 2 PSTN User 1 CCXML Session a On hold conference 1 User 1 is placed on hold before transfer 2 User 1 is transfered to an agent Resources and capacity wi Agent Music dialog The music on hold sample application uses three DSO resources and 120 conferencing resources when the incoming user call is a SIP call and two DSO resources and 120 conferencing resources when the incoming user call is a PSTN call The following table shows the tasks for which these resources are used Task Initiating the VoiceXML recording dialog Accepting an incoming user call Contacting the agent Creating a conference that can hold 1 talker and up to 119 listeners The talker is the music dialog The listeners include users and agents 28 Resources needed 1 DSO 1 DSO for a SIP call only
46. ii user from the expr Received request to join the user back to music on hold the supervisor and the agent gt conference lt assign name State expr JoiningUserToAgentSupervisor gt lt unjoin idl onHoldConferenceid id2 UserConnectionid gt lt transition gt 2 Join the user to the lt join idl conferenceid id2 UserConnectionid call recording entertone false exittone false gt conference Dialogic 41 CCXML sample applications Dialogic Vision CCXML Developer s Manual Joining the user back to the agent The application follows these steps to remove the supervisor from the call recording conference and join the user to the conference Step Action Code snippet 1 Upon receiving the lt transition state RecordingSupervisorAgent application unjoinSupervisor event application unjoinSupervisor name evt gt event remove the lt log label Third Party Call Use Caset supervisor from the call expr Received request to join the user back to recording conference the agent Unjoining Supervisor gt lt assign name State expr UnjoiningSupervisor gt lt unjoin idl conferenceid id2 SupervisorConnectionid gt lt transition gt 2 Remove the user from the lt unjoin idl onHoldConferenceid music on hold conference id2 UserConnectionid gt 3 Join the user to the call lt join idl conferenceid id2 UserConnectionid recording conference entertone false exittone false gt Join
47. ing the user to the supervisor The application follows these steps to remove the agent from the call recording conference and join the user to the conference Step Action Code snippet 1 Upon receiving the lt transition state RecordingSupervisorAgent application unjoinAgent event application unjoinAgent name evt gt event remove the agent lt log label Third Party Call Use Case from the call recording expr Received request to join the user to conference the supervisor agent Unjoining Agent gt lt assign name state expr UnjoiningAgent gt lt unjoin idl conferenceid id2 AgentConnectionid gt lt transition gt 2 Remove the user from the lt unjoin idl onHoldConferenceid music on hold conference id2 UserConnectionid gt 3 Join the user to the call lt join idl conferenceid id2 UserConnectionid recording conference entertone false exittone false gt Task 7 Responding to different disconnect scenarios The following examples show how the application responds to a disconnect request when e A user is joined to an agent e A user is joined to a supervisor e An agent is joined to a supervisor An example of a general disconnect handler is also presented 42 Dialogic Dialogic Vision CCXML Developer s Manual CCXML sample applications Disconnecting when a user is joined to an agent The application uses the following logic when a user is joined to an agent in the call recording
48. iod of time loop the music vxml file when it finishes Application logic The music on hold sample application follows this logic Step 1 30 Action Create a music on hold conference that supports one talker and up to 120 listeners Create a dialog that uses music vxml to play music to music on hold conference members Publish the music on hold conference ID to an application server Accept an incoming user call Fetch the conference ID Connect an incoming call to the music on hold conference using a half duplex connection Upon receipt of the application RemoveFromHold event remove the user from the music on hold conference Place a SIP call to an agent and join the call to the user Upon receipt of the connection disconnected File name and code snippet create MusicOnHold ccxml lt createconference confname onHoldConference conferenceid conferenceid reservedtalkers 1 reservedlisteners 120 gt create MusicOnHold ccxml lt dialogstart src http webserver Music On Hold music vxml conferenceid conferenceid gt create MusicOnHold ccxml lt send target http appserver MusicOnHold targettype basichttp data setConferenceInfo namelist basichttpioprocessor conferenceid gt incoming ccxml lt assign name UserConnectionid expr evt connectionid gt lt accept connectionid UserConnectionid gt incoming ccxml lt send target http ap
49. isconnected If the user disconnected then end the session Dialogic Vision CCXML Developer s Manual Code snippet lt join idl conferenceid1 id2 AgentConnectionid duplex half entertone false exittone false gt join idl AgentConnectionid id2 conferenceid2 duplex half entertone false exittone false gt lt createcall dest sip supervisor gt lt join idl SupervisorConnectionid id2 conferenceidl1 duplex half entertone false exittone false gt lt join idl conferenceid2 id2 SupervisorConnectionid duplex half entertone false exittone false gt lt transition event connection disconnected name evt gt lt if cond evt connectionid UserConnectionid gt lt log label Coaching Use Caset expr User disconnected meeter i ty lt exit gt lt elseif cond evt connectionid SupervisorConnectionid gt lt log label Coaching Use Case expr Supervisor Disconnected gt lt elseif cond evt connectionid AgentConnectionid gt lt log label Coaching Use Case expr Agent Disconnected gt Jana lt exit gt lt transition gt Dialogic 5 Gateway routing table application Overview of the Gateway routing table application The gateway application is a CCXML script called gateway ccxml located in the vx callserver www ccxml directory that routes PSTN or SIP calls based on informa
50. le applications Sample Description For more application information see Call recording Records the conversation between one user and one agent Call recording on in a call center system page 24 Music on hold Places user calls on hold before they are transferred to Music on hold on agents and streams music to calls while they are on hold page 27 Music on hold Provides the same functionality as the music on hold Music on hold with with a wait application In addition this application places users in a a wait queue on queue wait queue when they call and lets them know their page 31 position in the queue Third party call Provides both call recording functionality and music on hold Third party call with transfer functionality In this application an agent can place a user with transfer out on out on hold while the agent contacts a supervisor Afterwards page 36 the application can reconnect the user to the agent supervisor or both Whisper Enables a supervisor to whisper advice to an agent Whisper coaching coaching without being heard by the user on page 45 The sample applications consist of CCXML VXML and WAV files The applications also require the use of web servers and application servers which are not provided A suitable option is Apache HTTP server 2 2 as the web server and CGI Perl script for the application server The web server must be a destination that can accept and save multipart form data The applicati
51. lt assign name State expr connected gt lt transition gt lt transition state connected event connection signal name evt gt lt if cond evt connection substate TRANSFER gt lt log label vxglb1 expr Transfer request received on SIP call leq URI evi anto URT o gt lt log label vxglb1l expr Routing entry To incoming evt info toregex From incoming evt info fromregex Wey Oviccouine 7 ae Eire oir ie sicie ar 1 EEOMTOUCGOANG Ae MAE 5 IMEC EEOMS EE ap er lealimes 4 ar Git tozo colin ap S MWY lt assign name transfer_connectionid expr evt connectionid gt lt if cond transfer_connectionid out_connectionid gt lt log label vxglbl expr Transfer request received on outbound leg gt lt elseif cond transfer_connectionid in_connectionid gt lt log label vxglb1 expr Transfer request received on inbound leg gt ato In the tranferring state we assume the in_connectionid references the call that is still active on the system gt lt assign name in_connectionid expr out_connectionid gt lt assign name in_callingparty expr out_calledparty gt G ise lt if cond evt info tostr reject gt lt log label vxglb1l expr Transfer request rejected Disconnecting inbound call gt lt disconnect connectionid in_connectionid gt lt Here we couldn t care less about the result of the disconnect gt lt exit gt lt els
52. melist basichttpioprocessor session id gt 3 Connect the user call to the incoming ccxml music on hold conference using a half duplex connection lt join idl UserConnectionid id2 onHoldConferenceid duplex half entertone false exittone false gt Task 5 Connecting a supervisor to the agent While the user is on hold the application connects the supervisor to an agent Action File name and code snippet Place a SIP call to a supervisor and incoming ccxml connect the supervisor to the call lt createcall connectionid SupervisorConnectionid recording conference dest sip supervisor joinid conferenceid gt Task 6 Responding to different events Depending on the event received the application can take one of the following actions e Join the user to the call recording conference so the user agent and supervisor can speak together e Remove the supervisor from the call recording conference so the user can speak only to the agent e Remove the agent from the call recording conference so the user can speak only to the supervisor J oining the user to the call recording conference The application follows these steps to join the user to the call recording conference Step Action Code snippet 1 Upon receiving the lt transition state RecordingSupervisorAgent application joinUser event application joinUser name evt gt event remove the lt ilo g lalogl 4ssrilodive Parey Call Use Cagerr
53. n the telecom conf file e Priority is the priority level for load balancing over telecom routes If Route_ Number is set to 0 the outbound call is routed as specified by the associated incoming call If the outbound call is not associated with an incoming call such as when it is created with a CreateSession request the default route is 1 Define each SIP outbound route according to the following syntax 1 P_Address Port Priority where e 1P_Address Port is the IP address and port of the SIP route e Priority is the priority level for load balancing over SIP routes Priority is optional and its value is relative from 0 default to any required level The highest priority is expressed by the lowest value typically 0 Load balancing is performed between routes PSTN or SIP according to nature of the outbound call with the same priority and starts by routes defined with the highest priority The lt outbound route gt element contains an optional audio codec pref attribute that specifies the audio codec to use when a SIP dialog is initiated If a VoiceXML application associated with the CCXML application uses speech services such as ASR and TTS the corresponding lt outbound route gt element must specify pcmu as the audio codec pref value The following CCXML application definition file maps application 1 to the file c vx callserver www ccxml inbound ccxml URI and application 2 to the file c vx callserver www ccxml
54. nd Media Resource Function Dialogic 63 A application definition file 13 19 audio codecs 19 audio conferencing 16 call 7 disconnecting 55 error handling 55 recording 24 routing 51 53 transfering 36 CallPlacer interface 13 CCXML 7 configuration 7 elements 7 8 session variables 11 starting a new session 13 ccxmlappcfg xml file 13 19 configuration 7 D data exchange between CCXML and VoiceXML 14 disconnecting a call 55 E eavesdropping calls 17 elements 7 8 error handling 55 event processing 14 G gateway ccxml 49 Dialogic Index L limitations 7 logging 15 M media splitting 17 music on hold 27 music on hold with a wait queue 31 P preferred audio codecs 19 R resources 24 routing 13 19 49 53 S sample applications 23 call recording 24 music on hold 27 music on hold with a wait queue 31 Third party call with transfer out 36 whisper coaching 45 scenarios 15 session variables 11 standards 7 T telecom conf file 13 third party call with transfer out 36 third party call control 18 transfer scenarios 7 V VoiceXML 14 WwW whisper coaching 45 65
55. ned 36 Resources and Capacity cece cece eee eee aetna eae tenner nnne 37 Running the application cce cece eae eee ne eae teenie ened 38 Application lOGIG ocima i a a desea sesend E Eaa ENA A 39 Whisper coaching ssssssssssssssssrsrrssssesrrrrsrerrnrnsrerrnnnarerinannenrinenasarinennnnerrnnns 45 Resources and Capacity sssssssssssurrsssresrrsnsrerrrrnuririnnnnrerirennsnrinennnnerrenns 46 Running the application neeaaeia arai a i aaia ane nena nena ened 47 Application lOQiC 0 cece ee ener AE DE EOE Ai 47 Dialogic 3 Introduction Dialogic Vision CCXML Developer s Manual Chapter 5 Gateway routing table application cc cceeseeeeseeeeeeeeeeeeeneeeeeeeees 49 Overview of the Gateway routing table application cc cccee eee cece ee ee eee ees 49 Obj eckmOdelie 2 tii cecisson ecehng be aE a E aa E Ait cas E a A EEA 49 Call States rriren EEE ei one obey ce en Pie eee en Seed ee ys bee ee ee 50 ROUTING a direct callern ik a les Hecdehe belated aoaaa 51 Routing a transferred Call sproni aani e a Eaa E a a E a eee 53 Disconnect and error handling c cece eee eee eee eee eae teeta need 55 Chapter 6 GloSSAry cccscceeseeeeeeeeeeeeeeeeeeeeeeeeaeeeeaeeeeaeeaeaseeeaseaeaseaeaeeauaseauaseauaeees 59 4 Dialogic 1 Introduction The Dialogic Vision CCXML Developer s Manual describes how to use the CCXML interface to configure and develop CCXML applications for
56. ng see Disconnect and error handling on page 55 Step 1 Dialogic Action The call state is initially set to idle Upon receiving a connection alerting event assign values to the info object properties based on the connection alerting event fields If the replace string for the to outbound URI is set to reject then reject the inbound call The call state changes to Exit Otherwise create and call the to URI on the outbound side of the gateway The call state changes to routing Accept the inbound call and join it to the outbound call The call state changes to joining Code snippet lt l KK KK KKK KKKKKKKKKKKKK KKK KK KKK KK KK KK KKK KK KK KK KKK ae TNT ALERTING kkkkxk xkxkkxkxkxkxk xkkkkkkkxkkk xkkkkkkkkkkkkk xkkkkkkkkkkxkkkkkk gt lt transition state idle event connection alerting name evt gt lt log label vxglbl expr Session started alerting received G a eye connec one mu aoco a ere aooe a lt local evt connection local remote evt connection remote gt lt log label vxglb1l expr Routing entry evt info toregex To incoming From incoming evt info fromregex Me Cibhecfoutine Y se Eire Wee COSCE ERI ETOMLOULGONNG ar hE Winey ieeoasieie ap To Hints evi into tominis hy tN i gt lt assign name in_connectionid expr evt connectionid gt lt assign name in_callingparty expr evt connection remote
57. ng over RTP DTMF generation and recognition and an MRCP client to automatic speech recognition ASR resources MPEG 4 An ISO IEC standard for compressing multimedia data video audio and speech MRCP Media Resource Control Protocol an application protocol for implementing automatic speech recognition ASR and text to speech services TTS MRCP provides a distributed system of ASR and TTS engines connected over an IP network MTP Message transfer part the SS7 protocol layers responsible for the reliable in sequence delivery of packets between two SS7 signaling points The MTP functions include message routing signaling link management signaling route management and congestion control MVIP 95 Device driver specification for H MVIP H 100 and H 110 telephony buses NETANN Basic Network Media Services with SIP an interface that enables applications in a SIP network to locate and invoke basic services on a media server These services include network announcements user interaction and conferencing services Also called RFC 4240 O OSP Open Settlement Protocol a European Telecommunications Standards Institute ESTI protocol used to exchange authorization accounting and usage information for IP telephony P PSTN Public switched telephone network a public telephone network R route A connection path On the PSTN network a route is a logical collection of trunks On the IP network a route is a destinati
58. ng record vxml file change the value of webserver to specify the web server that serves the vx demos ccxml demos www Call Recording saveRecroding pl file src http webserver cgi bin Call Recording saveRecording pl In the Vision Console define the call recording application to the Vision Call Server by associating a phone number with the following URL http webserver Call Recording incoming ccxml where webserver is the URL of the web server that serves the vx demos ccxml demos www Call Recording incoming ccxml file For information about defining CCXML applications using the Vision Console see the Dialogic Vision CX Video Gateway Administration Manual or the Dialogic Vision VX Integrated Media Platform User s Manual For information about defining CCXML applications directly in the application definition file see CCXML application definition file on page 19 Make a call to the number you specified in Step 3 After the scripts run ensure that the audio was played back to the audio terminal Dialogic Dialogic Vision CCXML Developer s Manual CCXML sample applications Application logic The call recording sample application follows this logic which occurs in the incoming ccxm file Step Action Code snippet 1 Create a three party call recording lt createconference confname session id conference conferenceid conferenceid reservedtalkers 3 reservedlisteners 0 gt 2 Create a dialog t
59. nications medium by quickly interleaving a piece of each signal one after another 62 Dialogic Dialogic Vision CCXML Developer s Manual Glossary telecom configuration file File that provides information about the resources that interface with the Call Server and about other elements such as the number of routes and the circuit selection trunk The physical interface between the telephone network and the Vision Server In telephone networks a trunk is a shared connection between two switches It differs from a line in that it is not dedicated to one subscriber or extension T1 and E1 trunks carry 24 and 31 circuits respectively TTS Text to speech a system that converts written language to speech V Vision Console Web based configuration tool that configures the Vision Server VoiceXML Voice Extensible Markup Language a language that enables users to interact with the internet through voice recognition technology VoiceXML application configuration file A file that maps individual VoiceXML applications to number ranges that trigger the execution of those applications VoiceXML Interpreter Component of the Dialogic Vision VX Integrated Media Platform that interprets VoiceXML dialogs VoiceXML Subsystem Component of the Dialogic Vision VX Integrated Media Platform that provides media processing for VoiceXML applications The VoiceXML Subsystem consists of the VoiceXML Interpreter SSML Processor a
60. ns connected to the Vision Server if the transfer fails D DTMF Dual tone multi frequency an inband signaling system that uses two simultaneous voiceband tones for dialing Also called touchtone Some times DMTF is used to generally describe any telephony keypad press even if tones are not generated G G 711 An ITU PCM encoder decoder specification for mu law and A law encoding H H 100 bus A TDM telephony bus standard for integrating hardware from various PC board vendors The H 100 specification defines a ribbon cable bus that transports telephony voice data and signaling data across PCI boards The H 100 bus is an interoperable superset of the H MVIP and MVIP 90 telephony buses H 223 A protocol used to multiplex control and audio and video media on and off of a single DSO within a trunk H 263 An ITU video compression standard H 263 supports CIF QCIF SQCIF 4CIF and 16CIF resolutions H 264 An ITU and ISO video compression standard that compresses video into lower bandwidth compared to H 263 and MPEG 4 H 264 is also called MPEG 4 Part 10 I NAP Intelligent Network Application Part an SS7 protocol that facilitates building platform independent transport independent and vendor independent applications Such applications include service switching points SSPs internet protocol IP applications service control points SCPs enhanced services platforms service circuit nodes and other custom applications
61. ntacts a supervisor After the agent and supervisor are connected the application can join the user to the agent the user to the supervisor or the user to both the agent and supervisor This application uses the following files in the vx demos ccxml demos directory File Description www Music On Hold create CCXML application that MusicOnHold ccxml i A e Creates a multi user music on hold conference for incoming calls e Invokes a VoiceXML dialog to play music while the users are on hold www Third Party CCXML application that Call incoming ccxml e Creates a call recording conference e Accepts incoming calls e Joins incoming calls to the music on hold conference e Releases the call from the music on hold conference and transfers the call to the call recording conference where the caller can speak to an agent supervisor or both www Music On Hold music vxml VoiceXML application that streams music to the calls in the music on hold conference while they wait for a transfer to an agent www Music On Hold music wav WAV file containing the music that is streamed cgi bin Call CGI Perl script that accepts a POST from a VoiceXML record Recording SaveRecording pl dialog 36 Dialogic Dialogic Vision CCXML Developer s Manual CCXML sample applications The following illustration shows the connections that the third party call with transfer out application creates CCXML Session
62. nts parameter to use when creating the outbound call toregex Regular expression that matches the to URI on the inbound side of the gateway tostr Regular expression that matches the to URI on the outbound side of the gateway Dialogic 49 50 Gateway routing table application Call states Dialogic Vision CCXML Developer s Manual The following illustration shows the call states present in gateway ccxml and the connections between them connection alerting connection connected from the outbound call leg connection connected conference joined connection signal connection connecte connection disconnected from the transfer originator conference joined connection disconnected connection disconnected connection failed connection disconnected connection failed error conference join connection disconnected connection failed error conference join connection disconnected connection failed Dialogic Dialogic Vision CCXML Developer s Manual Gateway routing table application The following table describes the call states for gateway ccxm A call reaches the routing state when the gateway receives a connection alerting event indicating that a new call is present During this state the gateway 1 Uses the Javascript convertURI function to convert the to and from inbound URIs to the to and from outbound URIs based on the information in th
63. nual For information about defining CCXML applications directly in the application definition file see CCXML application definition file on page 19 Make a call to the number you specified in Step 6 After the scripts run ensure that the audio was played back to the audio terminal Note The music vxml file plays once and then returns To play music for a longer period of time loop the music vxml file when it finishes Application logic The third party call with transfer out application follows this logic Task 1 Dialogic Description Create the music on hold conference Create the call recording conference Connect an agent and user to the call recording conference Place the user on hold by connecting the user to the music on hold conference Connect a supervisor to the agent in the call recording conference Depending on the received event the application can e Re join the user to the call recording conference so the user can speak to the agent and supervisor simultaneously e Remove the supervisor from the conference so the user can speak only to the agent e Remove the agent from the conference so the user can speak only to the supervisor End the call recording conference For more information see Task 1 Creating the music on hold conference on page 40 Task 2 Creating the call recording conference on page 40 Task 3 Connecting an agent and user to the call recording confer
64. on URL RTP Real time transport protocol a layer added to the internet protocol IP that addressed problems caused when real time interactive exchanges such as Dialogic 61 Glossary Dialogic Vision CCXML Developer s Manual audio data are conducted over lines designed to carry packet switched connectionless data S SCCP Signaling connection control part an SS7 protocol that provides both connection oriented and connectionless data transfer over an SS7 network It extends the service provided by the SS7 MTP layers by adding extended addressing capabilities and multiple classes of service The SCCP addressing capabilities allow a message to be addressed to an individual application or database within a signaling point See also SS7 SDP Session description protocol a protocol that defines a text based format for describing streaming media sessions and multicast transmissions Signaling Server An optional component of the Vision Server that provides redundant and scalable ISUP signaling SIP Session initiation protocol An IP signaling and telephony control protocol used mainly for voice over IP calls and multimedia communications SIP relies on the session description protocol SDP for session description and the Real Time Transport Protocol RTP for actual transport SRGS Speech Recognition Grammar Specification SRGS a syntax for representing the grammars used in speech recognition SS7 Signaling system 7
65. on alerting event has the following proprietary attributes Attribute Description callmode Indicates the type of incoming call Valid values e voice e video callid Specifies the SIP call ID of an incoming SIP call substate attribute in the connection signal event The substate attribute in the connection signal event is set to ringing received when the called party s phone is ringing and then set to dtmf x when receiving a DTMF where x is the DTMF value This feature is available only if the dtmfEventNotification setting in the telecom conf file is set to TRUE It is set to FALSE by default The substate attribute is set to TRANSFER when receiving a transfer request from a SIP leg Reason mapping in the connection failed event When an inbound or outbound call fails to complete its connection the connection failed event is sent to the CCXML session with the reason attribute set to either e ASIP error code if a SIP call fails or e The Q 850 cause value if an ISDN or ISUP call fails CCXML logging CCXML application logs are included in the Vision Call Server logs By default the CCXML application log level is 4 Change the log level by resetting the CcxmlAppLogLevel setting in the Vision Call Server configuration file callserver conf For more information see the Dialogic Vision Call Server Administration Manual General CCXML scenarios This topic describes how to implement the following scenarios
66. on server must be able to store a variable and return it to the CCXML script when asked Configuring the sample applications To configure the sample applications follow these steps Step Action 1 Copy the contents of vx demos ccxml demos www to apache htdocs 2 Copy the contents of vx demos ccxml demos cgi bin to apache cgi bin 3 For each use case modify the VoiceXML and CCXML scripts to fit your network infrastructure and define the application to the Vision Call Server For information see the topic for the use case Dialogic 23 CCXML sample applications Dialogic Vision CCXML Developer s Manual Calculating resources Vision Server models that include media boards provide DSO and conferencing resources e DSO resources convert endpoints from TDM streams to RTP streams and RTP streams to TDM streams One DSO can convert one full duplex endpoint A SIP call uses one DSP resource A PSTN calls does not use any DSP resources e Conferencing resources manage call legs in a conference object One conferencing resource can manage one call leg in a conference object Depending on the number of media boards it contains a typical Vision Server can support the following number of DSO or conferencing resources Number of media Number of DSO resources Number of CONF resources boards supported supported 1 240 448 2 480 896 3 720 1344 The conferencing implementation supports up to 128 members per conference
67. onid transfer_connectionid gt lt exit gt Sif sie lt transition gt lt l KKK KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK TRANSFERRED DISCONNECTED KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK KKK KK KKK KKK KKK KKK gt lt transition state transferred event connection disconnected name evt gt lt if cond evt connectionid transfer_connectionid gt lt log label vxglb1l expr Call leg that originated Ghemtranstzerecusconmectecmntm lt assign name state expr connected gt lt elseif cond evt connectionid out_connectionid gt lt log label vxglb1 expr Outbound leg disconnected Disconnecting inbound leg gt lt disconnect connectionid in_connectionid gt lt exit gt lt elseif cond evt connectionid in_connectionid gt lt log label vxglb1 expr Inbound leg disconnected Disconnecting outbound leg gt lt disconnect connectionid out_connectionid gt lt exit gt lt i gt lt transition gt lt transition state routing event connection failed name evt gt lt if cond evt connectionid out_connectionid gt Dialogic Dialogic Vision CCXML Developer s Manual Scenario Description routing state Description Upon receipt of a connection failed event during the routing state the application returns an error message and disconnects the inbound call leg Scenario Application cannot join the inbound and outbound call l
68. outbound ccxml URI lt xml version 1 0 encoding UTF 8 standalone no gt lt config gt lt applications gt lt application id 1 gt lt number range gt 7768 lt number range gt lt script gt file c vx callserver www ccxml inbound ccxml lt script gt lt dialog route audio codec pref pcemu gt 10 1 2 16 5060 0 lt dialog route gt lt outbound route audio codec pref pcemu gt route 1 0 lt outbound route gt lt application gt lt application id 2 gt lt number range gt 7769 lt number range gt lt script gt file c vx callserver www ccxml inbound2 ccxml lt script gt lt dialog route audio codec pref amr gt 10 0 0 106 5060 1 10 1 2 16 5060 0 lt dialog route gt lt outbound route audio codec pref amr gt route 1 0 lt outbound route gt lt application gt lt application id 3 gt lt number range gt 7770 lt number range gt lt script gt file c vx callserver www ccxml outbound ccxml lt script gt lt dialog route audio codec pref g729 gt 10 0 0 3 0 10 0 3 lt dialog route gt lt outbound route gt route 7 0 route 8 1 lt outbound route gt lt application gt lt applications gt lt config gt Dialogic 21 CCXML sample applications Overview of CCXML sample applications All Vision Servers except P only audio models are installed with sample applications that use CCXML to create conferences and join users to them The following table describes the samp
69. pache cgi bin as described in Overview of CCXML sample applications on page 23 Step 1 Dialogic Action Modify the vx demos ccxml demos www Music On Hold create MusicOnHold ccxml file as follows e Change webserver to the URL of the web server that serves the vx demos ccxml demos www Music On Hold music vxml file lt dialogstart src http webserver Music On Hold music vxml e Change appserver to the application server on which to post the conference ID for the music on hold conference lt send target http appserver MusicOnHold Modify the vx demos ccxml demos www Music On Hold incoming queue ccxml file as follows e Change appserver to the application server from which to obtain the conference ID for the music on hold conference lt send target http appserver MusicOnHold e Change webserver to the URL of the web server that serves the vx demos ccxml demos www Music On Hold queuePosition vxml file lt dialogstart src http webserver Music On Hold vxml queuePosition vxml e Change sip agent to specify the SIP URI for the agent lt createcall dest sip agent Start the music on hold conference by entering the following URL in your web browser http Server IP 8080 createsession uri http webserver Music On Hold create MusicOnHold ccxml where Server IP is the IP address of the Vision Server This URL executes the create MusicOnHold ccxml file which creates the
70. plement any concepts or applications and does not condone or encourage any intellectual property infringement and disclaims any responsibility related thereto These intellectual property licenses may differ from country to country and it is the responsibility of those who develop the concepts or applications to be aware of and comply with different national license requirements Any use case s shown and or described herein represent one or more examples of the various ways scenarios or environments in which Dialogic products can be used Such use case s are non limiting and do not represent recommendations of Dialogic as to whether or how to use Dialogic products Dialogic Dialogic Pro Brooktrout Diva Cantata SnowShore Eicon Eicon Networks NMS Communications NMS stylized Eiconcard SIPcontrol Diva ISDN TruFax Exnet EXS SwitchKit N20 Making Innovation Thrive Connecting to Growth Video is the New Voice Fusion Vision PacketMedia NaturalAccess NaturalCallControl NaturalConference NaturalFax and Shiva among others as well as related logos are either registered trademarks or trademarks of Dialogic Corporation or its subsidiaries Dialogic s trademarks may be used publicly only with permission from Dialogic Such permission may only be granted by Dialogic s legal department at 9800 Cavendish Blvd 5th Floor Montreal Quebec Canada H4M 2V9 Any authorized use of Dialogic s trademarks will be subject to full respect of the tra
71. pli ccxml maxage 0 maxstale 0 aai 1234 where e ccxml specifies the CCXML application to execute e maxage specifies the max age value of the cache control header used when fetching the CCXML application on the remote HTTP server e maxstale specifies the max stale value of the cache control header used when fetching the CCXML application on the remote HTTP server e aai specifies an application to application information message Supported in the VX Integrated Media Platform only When the VX Integrated Media Platform generates a call through the CallPlacer interface it looks for an entry on the CCXML application configuration page of the Vision Console that has 9999 as the number range value If it finds a 9999 entry the corresponding CCXML application is executed and the call is routed to the route specified by the lt servicenumber gt element in the placecall request If no CCXML application list is defined or if there is no match the VX Integrated Media Platform executes the CCXML application referenced by the CcxmlOutboundUri setting in the callserver conf file outbound ccxml by default For more information about the CallPlacer interface see the Dialogic Vision VX Integrated Media Platform User s Manual 13 Using the CCXML interface Dialogic Vision CCXML Developer s Manual Trigger Action lt createccxml gt Specifying the lt createccxml gt element from within a CCXML application opens a element new C
72. pserver MusicOnHold targettype basichttp data getConferenceInfo namelist basichttpioprocessor session id gt incoming ccxml lt join idl UserConnectionid id2 onHoldConferenceid duplex half entertone false exittone false gt incoming ccxml lt transition state onHold event application RemoveFromHold name evt gt lt log label Music On Hold Use Caset expr Removing User from hold gt lt unjoin idl UserConnectionid id2 onHoldConferenceid gt lt assign name state expr ConnectingAgent gt lt transition gt incoming ccxml lt createcall dest sip agent connectionid AgentConnectionid joinid UserConnectionid gt incoming ccxml lt transition event connection disconnected Dialogic Dialogic Vision CCXML Developer s Manual CCXML sample applications Step Action File name and code snippet event end the music on name evt gt hold conference by closing log lab el at MucnHe On HolcmUscmC acc tts am the CCXML session expr Connection disconnected Exiting gt lt exit gt lt transition gt Music on hold with a wait queue The music on hold with a wait queue sample application has the same functionality as the music on hold application except that it lets users know their position in the on hold queue Note For demonstration purposes the queue value is hard coded This application uses the following files in the vx demos c
73. r the CCXML application Define each route gt dialog server according to the following format lt dialog route audio codec pref codec gt IP_Address Port Priority lt dialog route gt where e codec is the preferred audio codec if any The audio codec pref attribute is optional e 1P_Address Port is the IP address and port of the dialog server e Priority is the priority level for load balancing over dialog servers Priority is optional and its value is relative from 0 the default to any required level The highest priority is expressed by the lowest value typically 0 Load balancing is performed between dialog servers that have the same priority and starts with dialog servers defined with the highest priority Note If the CCXML session was created with a CreateSesssion request then no application definition is associated with the session In this case the CCXML engine uses the default dialog server specifed by the SIP_uas value in the telecom com file to initiate the dialog For information see the Dialogic Vision Call Server Administration Manual 20 Dialogic Dialogic Vision CCXML Developer s Manual Using the CCXML interface Element Description lt outbound Comma separated list of PSTN and SIP routes for outbound calls route gt Define each PSTN outbound route according to the following syntax route Route_Number Priority where e Route_Number is the identifier of the PSTN route as defined i
74. ransition state transferring event connection failed name evt gt lt if cond evt connectionid out_connectionid gt lt log label vxglb1l expr Outbound leg failed with reason evt reason Disconnecting inbound leg gt lt disconnect connectionid in_connectionid gt lt elseif cond evt connectionid in_connectionid gt lt log label vxglbl expr Inbound leg failed with reason evt reason Disconnecting outbound leg gt lt disconnect connectionid out_connectionid gt Sa E gt lt disconnect connectionid transfer_connectionid gt lt exit gt lt transition gt 57 6 Glossary A ADTCP An audio driver that provides a TCP interface to MIOSIP for rendering SSML fragments AMR Adaptive multi rate an audio data compression scheme optimized for speech coding This scheme was adopted by 3GPP and is used in video services ASR Automatic speech recognition ASR resources called ASR engines in the MRCP framework typically enable users of information systems to speak entries rather than punching numbers on a keypad See also MRCP Authorization and Usage Indication interface XML over HTTP mechanism that authorizes call sessions and gathers information for call detail reports blind transfer A call transfer in which the originating caller is not announced and is connected directly to destination In a blind transfer the Vision Server redirects the caller to the callee
75. rating an outbound SIP call A value of true delays sending the ACK until after the call is joined to another leg with the lt join gt tag This improves the quality of outbound video calls A value of false default sends the ACK at the same time the call is joined to another leg For example hints mode m route r addressnature a delayack true No differences from the standard No differences from the standard No differences from the standard The following attributes are not supported e conferenceid e maxage e maxstale e method The enctype attribute always requests a VoiceXML Interpreter instance The metadirection attribute is always set to both Media always flows in both directions The dialog user event is not supported Use the namelist attribute to transfer data to the VoiceXML session connection ccxml namelist variables in a VoiceXML application The following attributes are not supported e conferenceid e maxage e maxstale e method The enctype attribute always requests a VoiceXML Interpreter instance The metadirection attribute is always set to both Media always flows in both directions The dialog user event is not supported Use the namelist attribute to transfer data to the VoiceXML session connection ccxml namelist variables in a VoiceXML application No differences from the standard The CCXML interface Supported CCXML element lt disconnect gt lt else gt lt elseif
76. re not intended for use in medical life saving life sustaining critical control or safety systems or in nuclear facility applications Due to differing national regulations and approval requirements certain Dialogic products may be suitable for use only in specific countries and thus may not function properly in other countries You are responsible for ensuring that your use of such products occurs only in the countries where such use is suitable For information on specific products contact Dialogic Corporation at the address indicated below or on the web at www dialogic com It is possible that the use or implementation of any one of the concepts applications or ideas described in this document in marketing collateral produced by or on web pages maintained by Dialogic may infringe one or more patents or other intellectual property rights owned by third parties Dialogic does not provide any intellectual property licenses with the sale of Dialogic products other than a license to use such product in accordance with intellectual property owned or validly licensed by Dialogic and no such licenses are provided except pursuant to a signed agreement with Dialogic More detailed information about such intellectual property is available from Dialogic s legal department at 9800 Cavendish Blvd 5th Floor Montreal Quebec Canada H4M 2V9 Dialogic encourages all users of its products to procure all necessary intellectual property licenses required to im
77. red call For information about disconnect and error handling see Disconnect and error handling on page 55 Step I Dialogic Action The call state is initially set to idle Upon receiving a connection alerting event assign values to the info object properties based on the connection alerting event fields If the replace string for the to outbound URI is Code snippet lt KKK KKK KK KKK KEK KKKKKKKKKEKKKKKKKKKKKK KKK KKK KKK KKK A Mala ALERTING KR KK KKK KKK KKK KKK KKK KKK KKK KKK KKK KKK KKK KKK KK KKK KKK KKK gt lt transition state idle event connection alerting name evt gt lt log label vxglb1 expr Session started alerting received Ce Sevier connect ne a me prMaCtoCols me meni pico OC e local evt connection local remote evt connection remote gt lt log label vxglb1 expr Routing entry evt info toregex To incoming From incoming evt info fromregex Ie Oisheceuline ay Ewe Wire esc a Teom Curea 7 ap ENE 5 Were mesic ap To Hints V evu dnro vohings hy y gt lt assign name in_connectionid expr evt connectionid gt lt assign name in_callingparty expr evt connection remote gt lt assign name in_calledparty expr evt connection local gt lt if cond evt info tostr reject gt lt log label vxglbl expr Rejecting inbound call gt lt reject gt 51 Gateway routing table application
78. rver that serves the vx demos ccxml demos www Call Recording record vxml file lt dialogstart dialogid dialogid src http webserver cnf_usecases Call Recording record vxml e Change sip agent to specify the SIP URI for the agent lt createcall dest sip agent e Change appserver to the application server from which to obtain the conference ID for the music on hold conference lt send target http appserver MusicOnHold 38 Dialogic Dialogic Vision CCXML Developer s Manual Step 7 8 Action CCXML sample applications Start the music on hold conference by entering the following URL in your web browser http Server IP 8080 createsession uri http webserver Music On Hold create MusicOnHold ccxml where Server IP is the IP address of the Vision Server This URL executes create MusicOnHold ccxml which creates the conference In the Vision Console define the third party call with transfer out call handler application to the Vision Call Server by associating a phone number with the following URL http webserver Third Party Call incoming ccxml where webserver is the URL of the web server that serves the vx demos ccxml demos www Third Party Call incoming ccxml file For information about defining CCXML applications using the Vision Console see the Dialogic Vision CX Video Gateway Administration Manual or the Dialogic Vision VX Integrated Media Platform User s Ma
79. server MusicOnHold e Change sip agent to specify the SIP URI for the agent lt createcall dest sip agent Start the music on hold conference by entering the following URL in your web browser http Server IP 8080 createsession uri http webserver Music On Hold create MusicOnHold ccxml where Server IP is the IP address of the Vision Server This URL executes the create MusicOnHold ccxml file which creates the conference In the Vision Console define the music on hold application to the Vision Call Server by associating a phone number with the following URL http webserver Music On Hold incoming ccxml where webserver is the URL of the web server that serves the vx demos ccxml demos www Music On Hold incoming ccxml file For information about defining CCXML applications using the Vision Console see the Dialogic Vision CX Video Gateway Administration Manual or the Dialogic Vision VX Integrated Media Platform User s Manual For information about defining CCXML applications 29 CCXML sample applications Step 5 6 Action Dialogic Vision CCXML Developer s Manual directly in the application definition file see CCXML application definition file on page 19 Make a call to the number you specified in Step 4 After the scripts run ensure that the audio was played back to the audio terminal Note The music vxml file plays once and then returns To play music for a longer per
80. t Logs the fact that the agent disconnected from the conference and changes state Supervisor Logs the fact that the supervisor disconnected from the conference and changes state The application implements this scenario with the following code lt transition state RecordingUserAgentSupervisor event connection disconnected name ev ess lt if cond evt connectionid UserConnectionid gt lt log label Third Party Call Use Caset expr User disconnected Exiting gt lt exit gt lt elseif cond evt connectionid SupervisorConnectionid gt lt log label Third Party Call Use Caset expr Supervisor Disconnected gt lt assign name state expr RecordingUserAgent gt lt elseif cond evt connectionid AgentConnectionid gt lt log label Third Party Call Use Case expr Agent Disconnected gt lt assign name state expr RecordingUserSupervisor gt afte lt transition gt General disconnect handler The application contains a general disconnect handler that is triggered when a user agent or supervisor disconnects from the call recording conference and the previous handlers are not triggered In most cases a disconnect event would trigger one of the previous disconnect handlers The general disconnect handler uses the following logic If this party The CCXML application disconnects User Ends because the conversation is finished and notifies the
81. the Dialogic Vision CX Video Gateway and the Dialogic Vision VX Integrated Media Platform The CCXML interface is part of the Dialogic Vision Call Server which comes with the Vision CX Video Gateway and with all Vision VX Integrated Media Platform models except IP only audio This manual assumes that you are familiar with the CCXML language and coding web applications This manual also assumes that you have read the Dialogic Vision CX Video Gateway Administration Manual or Dialogic Vision VX Integrated Media Platform User s Manual The term Vision Server is used in this manual to refer to both the CX Video Gateway and the VX Integrated Media Platform collectively Note The products to which this document pertains are part of the NMS Communications Platforms business that was sold by NMS Communications Corporation NMS to Dialogic Corporation Dialogic on December 8 2008 Accordingly certain terminology relating to the products has been changed Below is a table indicating terminology that was formerly associated with the products as well as the new terminology by which the products are now known Former terminology Current terminology Vision CX Gateway Dialogic Vision CX Video Gateway Vision VoiceXML Server Dialogic Vision VX Integrated Media Platform Dialogic 5 2 The CCXML interface Overview of the CCXML interface CCXML Call Control Extensible Markup Language is a
82. tion in the gateway routing table This information includes e Valid PSTN numbers or URIs for the called party and calling party on the incoming side of the gateway e Valid PSTN numbers or URIs for the called party and calling party on the outgoing side of the gateway e A call mode that indicates whether the call is a direct call or a transfer Users enter information in the gateway routing table using the Vision Console as described in the Dialogic Vision CX Video Gateway Administration Manual The gateway routing table provides adequate routing capabilities for most purposes However if you need routing functionality that goes beyond what the gateway routing table can provide you can modify gateway ccxml Note Before modifying gateway ccxml be sure you are familiar with how the gateway routing table works and with CCXML Version 1 0 which is based upon the W3C Working Draft of CCXML dated 29 June 2005 For more information see the Dialogic Vision CX Video Gateway Administration Manual and http www w3 org TR 2005 WD ccxml 20050629 Object model gateway ccxml uses the connection objects from the CCXML specification It also uses the proprietary info object which contains the following properties Property Description fromregex Regular expression that matches the to URI on the inbound side of the gateway fromstr Regular expression that matches the from URI on the outbound side of the gateway tohints Hi
83. uppose you have an established SIP connection called connection A and you want to place an outbound SIP call using the SDP provided by connection A To create the outbound call use the following CCXML attributes and parameters e Join the two call endpoints using the lt join gt element e Specify third party control using the tpcc true parameter in the hints attribute of the lt createcall gt element lt createcall dest sip 987 10 1 2 16 5065 callerid callingparty timeout 20s connectionid connB joinid connA hints tpcc true gt The third party control scenario that the Vision Server uses follows Flow 1 in RFC 3725 Best Current Practices for Third Party Call Control 3pcc in the Session Initiation Protocol SIP The only difference is that in the Vision Server scenario the SDP offer from User B is sent to User A in a RE INVITE message This gives User A time to reply to the Vision Call Server User A responds by forwarding its SDP answer to User B in the ACK message The following illustration shows the call flow for providing third party call control User A Call Server User B lt createcall gt INVITE no SDP lt q 200 OK offer 1 RE INVITE offer 1 200 OK answer 1 ACK ACK answer 1 RTP Note In this scenario join operations are not allowed between User A and User B To see an example of CCXML scripts that implement a third party call with transfer out scenario
84. urces are used Task Resources needed Initiating the VoiceXML recording dialog 1 DSO Accepting an incoming user call 1 DSO for a SIP call only Contacting the agent 1 DSO Creating a three party conference that consists of the user agent and call 3 conferencing recording dialog Dialogic 25 CCXML sample applications Dialogic Vision CCXML Developer s Manual The following table shows the available port capacity for the call recording use case with a typical one board two board or three board Vision Server configuration Number of boards Network protocol for user calls Port capacity 1 PSTN 120 SIP 80 PSTN 240 SIP 160 PSTN 360 SIP 240 Running the application The following table describes how to run the call recording application These instructions assume that you already copied the contents of vx demos ccxml demos www to apache htdocs and vx demos ccxml demos cgi bin to apache cgi bin as described in Overview of CCXML sample applications on page 23 26 Action Modify the vx demos ccxml demos www Call Recording incoming ccxml file as follows e Change webserver to the URL of the web server that serves the vx demos ccxmI demos www Call Recording record vxml file lt dialogstart dialogid dialogid src http webserver Call Recording record vxml e Change sip agent to specify the SIP URI for the agent lt createcall dest sip agent In the vx demos ccxmlI demos www Call Recordi
85. using CCXML e Multiple party audio conferencing e Media splitting for eavesdropping calls e Third party call control e Outbound SIP audio calls with preferred codecs Dialogic 15 Using the CCXML interface Dialogic Vision CCXML Developer s Manual Multiple party audio conferencing Multiple party audio conferencing describes the behavior by which a CCXML application creates a conference object for audio mixing The conference object can have multiple audio inputs and one logical output The output of this object is derived by mixing all of the input streams and then removing the audio contributed by the entity receiving the output The maximum number of conference participants depends on the Vision hardware port density In a multiple party audio conference callers call center agents and call center supervisors can connect through ISDN ISUP or SIP The following configuration shows multiple callers connected together in an N way conference call Each caller hears the mixed output of the other callers CCXML session Caller B PSTN SIP Caller A PSTN SIP Caller C PSTN SIP Caller M PSTN SIP To start the conference Caller A creates the conference object and limits the conference to 10 callers lt createconference conferenceid confid confname conferenceForN reservedtalkers 10 reservedlisteners 10 Each subsequent caller up to nine connects to the conference object using
86. utQueuePosition gt lt transition gt incoming queue ccxml lt dialogstart src http webserver Music On Hold vxml queuePosition vxml1 connect ionid UserConnectionid gt incoming queue ccxml lt join idl UserConnectionid id2 onHoldConferenceid duplex halft entertone false exittone false gt incoming queue ccxml lt send target session id targettype ccxml data application inputQueuePosition celay t 60s s incoming queue ccxml lt transition state onHold event application RemoveFromHold name evt gt lt log label Music On Hold Use Case expr Removing User from hold gt lt unjoin idl UserConnectionid id2 onHoldConferenceid gt lt assign name state expr ConnectingAgent gt lt transition gt incoming queue ccxml lt createcall dest sip agent connectionid AgentConnectionid joinid UserConnectionid gt incoming ccxml lt transition event connection disconnected name evt gt lt log label Music On Hold Use Case expr Connection disconnected Exiting gt lt exit gt lt transition gt 35 CCXML sample applications Dialogic Vision CCXML Developer s Manual Third party call with transfer out The third party call with transfer out application provides both call recording functionality and music on hold functionality In this application an agent can place a user call on hold while the agent co
87. web based language that provides call control functionality Use CCXML to write applications that provide call control for the duration of a call Applications can include e Accepting or rejecting an incoming call e Routing a call e Answering an incoming call and connecting it to a VoiceXML dialog that plays a script e Placing an outbound call e Disconnecting a call e Transferring a call e Creating a conference for multiple calls The CCXML version implemented in the Dialogic Vision Call Server is based upon the W3C Working Draft of CCXML dated 29 J une 2005 For more information see http www w3 org TR 2005 WD ccxml 20050629 The CCXML interface to VoiceXML dialog services is based upon the document SIP Interface to VoiceXML Media Services dated 18 November 2006 For more information see http www ietf org internet drafts draft burke vxml 03 txt CCXML functions with ISDN ISUP SIP and video 3G 324M and IP calls Standard CCXML has no special features for video calling Supported transfer scenarios The Vision Call Server supports the use of CCXML to perform bridge and blind transfers These transfer types are available for audio to audio video to video and video to audio data transfers within the following protocols Incoming protocol Outgoing protocol IP IP ISDN ISUP ISDN ip ISDN ISUP isup IP ISDN ISUP Dialogic The CCXML interface Dialogic Vision
88. without remaining in the connection and does not monitor the outcome bridge transfer A blind transfer in which the Vision Server redirects the caller to the callee and remains as a listener C Call Server Component of the Vision Server that manages call control and routing capabilities CallPlacer interface XML over HTTP mechanism for initiating outbound sessions or calls for VoiceXML applications CCXML Call Control Extensible Markup Language a W3C Working Draft standard language for providing telephony call control support for dialog systems gateways and conferencing services CCXML application definition file A file that maps individual CCXML applications to number ranges that trigger the execution of those applications clock A periodic reference signal used for synchronization on a transmission facility such as a telephony bus See also clock master clock slave clock fallback clock master A board that drives the clock signal for a system of boards connected by a bus cable See also clock slave clock slave A board that derives its clock signal from a bus cable the clock signal is driven by the bus clock master See also clock master consultation transfer A call transfer in which the Vision Server initiates a transfer between two parties but does not stay attached to the call once it is Dialogic 59 Glossary Dialogic Vision CCXML Developer s Manual successfully established The caller remai
89. wo way conversation through this connection Join the user to conferenceid2 with a half duplex connection The agent and supervisor can hear the user through this connection Code snippet lt createconference conferenceid conferenceidl confname confl1 reservedtalkers 3 reservedlisteners 0 gt lt createconference conferenceid conferenceid2 confname conf2 reservedtalkers 3 reservedlisteners 0 gt deCcepe connectionid UserConnectionid gt lt createcall dest sip agent gt lt join idl conferenceid1 id2 UserConnectionid entertone false exittone false gt lt join idl conferenceid2 id2 UserConnectionid duplex half entertone false exittone false gt 47 CCXML sample applications Step 10 11 12 48 Action Join the agent to conferenceid1 using a half duplex connection The agent can talk to the user and supervisor through this connection Join the agent to conferenceid2 using a half duplex connection The agent can hear the user and supervisor through this connection Place a SIP call to a supervisor Join the supervisor to confereceid1 using a half duplex connection The supervisor can hear the user and agent through this connection Join the supervisor to conferenceid2 using a half duplex connection The supervisor an talk to the agent through this connection Upon receipt of the connection disconnected event check which party d
90. xml demos Coaching incoming ccxml file as follows e Change sip agent to specify the SIP URI for the agent lt createcall dest sip agent gt e Change sip supervisor to specify the SIP URI for the agent lt createcall dest sip supervisor gt In the Vision Console define the whisper coaching application to the Vision Call Server by associating a phone number with the following URL http webserver Coaching incoming ccxml where webserver is the URL of the web server that serves the vx demos ccxml demos www Coachingl incoming ccxml file For information about defining CCXML applications using the Vision Console see the Dialogic Vision CX Video Gateway Administration Manual or the Dialogic Vision VX Integrated Media Platform User s Manual For information about defining CCXML applications directly in the application definition file see CCXML application definition file on page 19 Make a call to the number you specified in Step 2 After the scripts run ensure that the audio was played back to the audio terminal Application logic The whisper coaching application follows this logic Step 1 Dialogic Action Create a three party conference with ID conferenceid1 Create a second three party conference with ID conferenceid2 Accept an incoming user call Place a SIP call to an agent Join the user to conferenceid1 with a full duplex connection The user and agent can have a t

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