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1. Data Source Name Dual Tone Multi Frequency Greenwich Mean Time Internet Protocol International Telecommunication Union Interactive Voice Response Locale ID Message Routing System XPR Service Provider Nachrichteverarbeitungssystem Open Database Connectivity Rich Client Platform Speech Synthesis Markup Language Structured Query Language Text to Speech VoiceGuide Script eXtensible Markup Language Tabelle 2 Acronyms A31003 S2370 U119 4 7619 01 2014 14 OpenScape Xpressions V7 Application Builder User Guide Installing and configuring the Application Builder Hardware Requirements 2 Installing and configuring the Application Builder The Application Builder is installed via the OpenScape Xpressions server s setup routine or separately as client application In case of the OpenScape Xpressions server s setup routine you select the Appli cation Builder upon choosing the components to be installed The required files are copied to a desired directory You can obtain further information about the setup in the corresponding section of the OpenScape Xpressions Server Instal lation manual The Application Builder is separately set up by executing the setup exe file in path XpressionsInstall AddOn Client ApplicationBuilder on the installation medium of the OpenScape Xpressions system A wizard for performing the client installation is started WICHTIG You must not perform
2. Sven s surname is Svensson Sven is 3 years old Welcome pcm string string Here an implicit conversion of 3 datatype int into 3 data type string takes place Result Sven is 3 years old The result is the name of the file thus a string not the actual file Welcome pcm 4924049010 string This is no phone number but a string 4924049010 Tabelle 60 Allowed assignments A31003 S2370 U119 4 7619 01 2014 280 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Assignment example Data type of the result ADD 8 24 24 is implicitly converted into an integer since 24 only contains digits Result 27 Tabelle 60 Allowed assignments The following assignments are not allowed Prohibited assignment Remark The file is called Welcome pcm This is not allowed since the data type file is not E implicitly converted into string 4924049010 4924049010 This is not allowed since phone numbers cannot be linked ADD 4924049010 492404901 This is not allowed since arithmetic operations 0 cannot be applied to phone numbers ADD 3 4 5 This is not allowed since there are no comma numbers ADD 3 4A This is not allowed since the string does not exclusively contain digits Hexadecimal numbers are unknown Tabelle 61 Prohibited assig
3. 6 Click on the icon The Create new Column Assignment dialog opens in which you can assign a Target Variable to each Database Column found You can create new variables or use those already defined for the workspace or application 7 You can define a variable for storing the records count of the query by selecting a variable in the Variable for Records Count field or creating a new one HINWEIS The Time and Date system variables are write protected and cannot be used here 8 Click on the Finish button The configuration dialog closes and the configu ration is complete Connections You can deploy connections for the following controls if the database query was successful if the result of the database query is empty or the database query has failed A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 309 Application Deployment and Controls Control Types 310 6 3 23 DB Write Control With the help of this control you can enter data records in already existing databases An application example is the database of a mail order service in which the caller may store an order The settings dialog of the DB Write control does not contain any tabs and divides the configuration in the following steps 1 Set the Name and Description of the DB Write control See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 E Properties E E Ioj x Change P
4. e Select All marks all entries of the bookmark view e Delete removes a selected entry from the bookmark view e Edit Description enables modifying the description of the selected bookmark e Properties opens the Properties dialog in which the Description the Resource and the Resource Path of a bookmark are put out A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 3 8 Search View The search view shows the results of the search for a character string in all appli cations The search is started via the Search menu option and the Search dialog then open see Abschnitt 5 1 5 Search e Description This column states the name of the element in which the character string was found e Resource This column specifies the resource type for example Xpressions Vogue Application 1 e Path This column indicates the path of the concerned element for example Appl07 Callflow07 Phone Number Input Control A Search xe 4 Search Results For Prompt Description Path Prompt Control 1 Vogue Prompt Control pressions Vogue Applications Callflow 1 Prompt Prompt Control Yogue Prompt Control pressions Vogue Application Callflow 1 Prompt Prompt Control Yogue Prompt Control pressions Yogue Applications Callflow 1 Prompt Prompt Control Vogue Prompt Control pressions Vogue Application Callow 1 Prompt HINWEIS The search view
5. Adding a grammar file 1 Click on The following dialog opens T Select Grammars for Grammartist ue Select the Grammars to add to the Grammar List O k Grammatik 1 Workspace Grammar arammatik 1 fe Create new Grammar cence In this dialog you can add new grammar files or select those already configured for the workspace or application If you want to add a new grammar file click on the Create new grammar link The following dialog opens fe Create Yogue Application Grammar d X oet Properties of the Application Grammar N Specify Mame and Description of the new Yogue Application Grammar Additionally you can specify the corresponding Grammar Specification File 7 Grammar Mame Grammar 1 Grammar Description Grammar File Browse a Continue with the steps described in Abschnitt 5 3 2 4 Adding a grammar file auf Seite 122 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 297 Application Deployment and Controls Control Types Results tab On this tab you can define keys the recognized values of which can be saved in variables In case of an announcement the speech recognition system searches the grammar for keys specified on this tab In the grammar file specific values are assigned to these keys The speech recognition system checks whether these values in the grammar file match the announcement or portions of it F
6. Database tab E Properties q J X Change Properties for CorrelWrite Specify the Correl Record Values and the Variable storing the Former Value General Database Correl Record Setup Specify Values For all the 4 Correl Record Fields used For the Update In case the Update will overwrite an already existing Correl Record the former Key Value will be stored into the Former Value Variable if specified Classname Class kai Keyvname X key 5i Former Value Storage Variable For Former value enone Restore Defaults Cancel Apply At least three of the Classname Class Keyname and Key fields must be filled in In case of a successful connection to the Correlation Database the fields can be selected by list The previous and now overridden value can be stored by Variable for former Value In case of a new entry in the database the variable remains empty HINWEIS For further information about the Correlation Database please refer to the OpenScape Xpressions Server Administration manual Connections You can deploy connections for the following controls if the database query was successful in each case or the database editing failed A31003 S2370 U119 4 7619 01 2014 316 OpenScape Xpressions V7 Application Builder User Guide A Time Zone Index Time Zone Index Selecting the Time Zone from a List Times zones are used for the configuration of time profiles in the Time
7. DbRead Dbwrite CorrelRead we Correlwrite Tabelle 30 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide wee p R Marquee ta Callflow Link General Controls l h DtmfMenu Q Prompt G Language av TimeProfile Ap ContactDialing Ap NameCialing a Holidayareeting Messaging Controls Connect Document Miscellaneous Controls E Custombil na Compare E Script wal Definition Contact Center Controls AcdStart AcdInfo C AcdExit Speech Recognition Controls iE AsrMenu f AsrExpert Database Controls DbRead na Dbwrite E CorreRead e CorrelWrite Icons only iS General Controls TEE Messaging Controls ral E w iS Miscellaneous Controls 1228 qty WL Wap iS Contact Center Contrals a Speech Recognition Controls f LEP F Representation Types of the Palette Use Large Icons enlarges the icon display K Select 4 Marquee Marquee Tool to select nodes only i Connection Create a Control connection Sticky Note Create a Sticky Note es Callflow Link Create a Calflow Link General Controls u Start Create a Start Control fi End Create a End Control PS mets ids aaa nn E ro Messaging Controls Connect Create a Connect Control Document Create a Document T iti l F gt Miscellaneous Controls E Custom Create a Custom Control oe Compare Cre
8. In the Result Storage area of the tab you can specify a variable that stores the number of users as well as a variable to save the found user contact The variables are forwarded to the next control of the application A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 227 Application Deployment and Controls Control Types 228 Field Description Variable for User The Variable for User Count specifies how many users have the Count name dialing number searched for It is possible to query this variable in a Compare Control If the result includes a value greater than 1 the caller could be prompted to render his her query more precisely You can select variables already defined or create new ones Variable for found The Variable for found Contact specifies the variable in which the Contact information of the user found first is stored whose name dialing number corresponds to the name dialing number searched for In other words the first user whose name dialing number stored in the database corresponds to the value of the variable specified in the Variable for Vanity Number field You can select variables already defined or create new ones Tabelle 49 Fields for Variable Specification Connections The are two options as events for the connection to further controls The call is forwarded to a control either when the contact was found Finished or in case of an unsuccessful contact
9. Recognition Keyword List hei Pf ry Fy Restore Defaults Cancel Sophy The following icons are available on this tab k This icon lets you create a new keyword See under this table Defining a new keyword Via this icon a selected keyword is removed from the list Using these icons you can move a selected keyword in the list up or down This order does not influence the function and serves merely to increase clarity Tabelle 64 Icons on the Keywords Tab Defining a new keyword 1 Click on The mousepointer is positioned in the Terms of the Recog nition Key List column 2 Enter the desired keyword This keyword can be normal text or a variable 3 Inthe DMTF key column you can optionally specify a key that can be pushed to forward to the same control The DMTF keys are the telephone keys 0 to 9 as well as the keys and A31003 S2370 U119 4 7619 01 2014 288 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 4 Confirm your entries with the Enter key HINWEIS The number of entries in the table may exceed the number of DIMF keys In this case only the 12 most important entries are assigned DTMF keys HINWEIS f several keywords are entered they must be separated by semicolon The length of all keywords of an entry must not exceed 512 byte HINWEIS The speech recognition system can recognize DTMF keys announced by means of voice ent
10. gt default Variable 7 Subject Back ext Finish Cancel The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 2 Inthe Attachment section of the tab you can either select a file to be sent or specify a variable as wildcard You need to mark the desired option before you can make a more detailed entry in the text line If you select a file enter the path and document name A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 259 Application Deployment and Controls Control Types 260 You cannot create a variable but need to fall back to variables created for the workspace or application The variable must contain the storage path toa document In the Subject section you can enter a comment that will be sent with the document Here you can also use variables 4 The click on Next In the following dialog you define the originator s address E Properties 3 Ioj x Change Properties for Document Specify the Oddress of the Originator the Document will be sent From Specify the originating
11. ll In the workspace click on the plus sign to the left of the created application The list of application setting options is displayed Doubleclick the Application Prompts option On the right hand side next to the workspace the Application Prompts tab opens Click on the Add button to release or create prompts for usage in the appli cation The Create Vogue Application Prompt dialog opens Specify the Prompt Name and enter an optional Prompt Description Create Yogue Application Prompt gt E X oet Properties of the Application Prompt Specify Mame and Description of the new Yogue Application Prompt T Additionally you may specify the different Prompt Texts and the Audio File Prompt Mame welcome Prompt Description Prompt Texts English United States Welcome fF English United Kingdom welcome AP English Australia Welcome Prompt File Browse a Enter a Prompt Text in the desired language or select an already created Prompt File e Enter prompt text This text will be output by an installed text to speech engine at runtime e Select prompt file A prompt file is a sound file in the wav or pcm format You find a detailed description of the instruction steps in Abschnitt 5 3 3 2 Appli cation Prompts auf Seite 144 Click on the Browse button The Select Sound File dialog opens Select the desired sound file in the list of available sound files If the desire
12. m If the callflow editor does not display the entire callflow the portion you can see in the callflow editor is blue highlighted in the outline view You can move this blue section with the left mousebutton kept pressed The area shown in the callflow editor is updated accordingly 5 3 5 Problem View The problem view shows errors and warnings of all settings in the workspace and of all applications This is independent from the callflow shown in the callflow editor The view has the format of a table with the following columns e Description This column precisely describes the error or warning For example it states that a control does not have a mandatory connection to another control or that not all necessary properties have been specified for a control e Resource This column states for each error or warning the control type for example Vogue Application Prompt Vogue DTMF Menu Control etc e Path This column specifies for each error or warning the path of the concerned control for example Workspace Grammars Grammart1 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 3 5 1 Context Menu of the Problem View You open the context menu of the problem view with a rightclick on an entry to be provided with the following options c Ga To Copy Select All ES Refresh FS Properties Alk Enter e Go To opens the corresponding position of the e
13. April 2009 13 23 Uhr CEST Description Grammatikdatei Workspace Item Mame Xpressions Yoque Applikation 1 lt Back Next Cancel You are provided with specifications about the Name Platform Type and Version of the workspace element In addition you are informed about the Date on which the archive file was exported or provided and you receive a short Description of the export that states whether or not the resource files are contained Click on the Finish button The archive file is imported You receive a notifi cation about the successful or failed workspace element or application import A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Menu Bar 5 1 1 2 Exporting a Workspace Element This feature comprises the export of a workspace element to an archive file Up to now only the export of applications as workspace element has been supported When exporting an application or a workspace element the definition files that include the application configuration as well as the configuration of the resource used and the configured callflows and controls are stored either in a local storage location or on the XPR server in an archive file On the XPR server the archive files are stored in the following directory lt OpenScape Xpressions install gt userdata vogue lt Application zip gt You can optionally store the resource files themselves such as prompt and
14. As a result data is collected twice Example 2 A call still being in Offline mode cannot be routed in comfort transfer since it has not been accepted yet The call must either be routed in a different way or Offline must be switched to Online mode before the comfort transfer In the latter case the first application in Offline mode is followed by comfort transfer in a second application in Online mode The Offline mode affects the way the End control is executed The call is still terminated by executing the End control If this control is executed in Offline mode though no announcement can be played so that the call is not automatically accepted The Offline mode does not affect the functionality of the single controls Enable Music on Hold during Transfers Through activation of this checkbox you can enable the Music on Hold feature or select the audio file played to the caller The waiting music is played in an endless loop when the PBX forwards a call and the callee has not answered the phone yet The audio files must have the pcm or wav format The files to be selected are found in the directory lt OpenScape Xpressions install gt Userdata vogue You cannot modify the directory that must contain the selectable files The XPR scope of delivery does not include any audio files for waiting music HINWEIS Some PBX systems are equipped with music on hold The music on hold selected in this dialog is specified for th
15. Login User Login Password Database Query Enter the SOL Statement that is used as the Database Query The Statement shall read From the Database as desired and may contain Variables The Query s Result will be a List of Database Records each consisting of a Number of Database Table Columns The Value of each Column From the first Record of the resulting List can be stored into Variables which can be specified on the next Page a 3 Inthe ODBC Connection field you specify the name of the configured data source Here you can only access System Data Resources How to create a valid database link is described in Abschnitt 2 4 Configuring the Database Access auf Seite 21 4 Inthe User and Password fields enter optionally the user name and the associated password that has been assigned in the ODBC Data Sources Administrator If you have any questions concerning data security in the existing databases please contact your database administrator HINWEIS Verify that the user has the privileges for performing database queries 5 Inthe Database Query section you can enter an SQL command Here you can also use variables that are available in other controls of the Application Builder They may for example be used to query the status of an order HINWEIS Please note that the SQL command may depend on the file type of the queried table column and on the SQL used for example ANSI SQL In the following exampl
16. Specify extra Files on the Server that shall be downloaded into a local Folder i a There may be need to download additional Files From the Server to the local Machine which are not downloaded automatically From the Import Process These extra Files are probably wanted to be used as Resources by the imported Application You may specify the Files on the Server to additionally download and the Target Folder on the local Machine that receives them I b american H 0 amp australian Fl british H E music lt Back ext Cancel A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 14 Select further resource files such as documents for usage in the Document control or configuration files for usage in the ASR Menu control For this purpose the subfolders and files for Vogue applications are listed on the XPR server You can select any files and also entire folders For using this feature you need to checkmark the Download extra Files option When downloading additional files you need to determine a target folder for these resource files 15 Click on the Finish button The download process starts You receive a message when downloading is complete A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 137 User Interface Views 138 5 3 3 Xpressions Vogue Applications Xpressions Vogue applications are created an
17. Views 4 Click the OK button The new variable is itemized in the All Workspace Variables list The name is automatically transformed in the lt NAME gt format and describes the application alias of the newly created workspace variable With the Delete button you can remove workspace variables from the workspace Use the Up or Down buttons to move a selected variable up or down the list Editing workspace spanning variables If you want to edit the variable name or the variable description of already created workspace spanning variables select the corresponding variable in the Workspace Variable Details area and modify the values of the created fields Setting the application alias of workspace spanning variables If you click on the plus sign that precedes a variable the application alias of this variable opens When you select this alias you can edit the Variable Name and the Variable Description copied from the workspace variable in the Vogue Application Variable Details area The parameter Variable is write protected may adopt the Boolean values true or false It defines whether or not a variable can be modified after its creation This settings are applied for using the variable in an application This means the Variable Name specified here is displayed in an application HINWEIS The content of write protected variables can thus not be modified when these variables are used in an application You can however assign a value t
18. amp EB Protocol Logical Mame Voicemail Profiles E Play ave Script PLAYWAWE not available E Fax Group 3 analog FASG3 not available E Fax on demand Fax G3 FASG SREY not available A Fax group 4 digital FAG 4 not available E Yoice send only YOICE not available E CTI Computer Telephony Integration CTI_TELE not available E pressions YHS YHS DEFAULT E pressions PhoneM ail PHONEMAIL DEFAULT E YorceGuide Skript ACD YOGUE not available Description Version 6 0 1 4431 Build 4431 Cancel se 4 2 Switch to the Protocols tab 3 Rightclick the list field Select the Add option in the open context menu 4 Inthe Add Protocol window select the VoiceGuide Script entry and click on the OK button Add Protocol Available protocols E User defined WFS script L E pressions YMS Description Auto Attendant YoiceGuide Script Cancel 5 Inthe open E Script Protocol Properties window select the General tab and enter Vogue in the Name field for the script to be created 6 Verify that the E script VoiceGuide Script has been selected on the Script tab If no script exists here check your server installation and reinstall the script A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 17 Installing and configuring the Application Builder Configuring a Vogue Script E Script Protocol Properties E General Script Formats Attributes
19. by the Report Schedule APL HINWEIS You can obtain a precise list and description of the created raw data for applications and controls from section The Databases of the Vogue Script in the Report APL chapter of the OpenScape XpressionsServer Administration manual In there you also find a description of how to create raw data via the adodb ini file You can specify the storage duration of the data in the tables which is one year by default and may lead to large data amounts A31003 S2370 U119 4 7619 01 2014 198 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 Control Types This section serves as reference to the setting options of all control types in the callflow editor HINWEIS The control types ASR Menu and ASR Expert are released only project specifically The same applies for the Can be interrupted by the contact center checkbox in the properties dialog by some control types WICHTIG As of OpenScape Xpressions V7 ACD is no longer supported The following control types do not have any function and will not be described anymore ACD Start Control ACD Info Control ACD End Control 6 3 1 Start Control A Start control declares the starting point of a callflow It does not possess a feature for controlling the call procedure in an application but represents the point of entry in the graphic design of the callflow The Start control simulates the ti
20. control execution A31003 S2370 U119 4 7619 01 2014 266 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 17 Compare Control Using the Compare control you can execute comparisons according to a previ ously defined rule You can specify a list of rules here so that e g all incoming calls can be allocated to their original country on the basis of their leading telephone numbers To make adding or modifying rules easier and faster an assistant is used The configuration dialog of the Compare control provides the tabs General and Rules General tab The General tab of the Compare control contains the following setting options see also Abschnitt 6 2 1 General Information about the Control auf Seite 187 Properties I X Change Properties for Compare Change the General Properties For the Control of Type Compare General Rules Mandatory Mame Compare Control 1 Description M Can be interrupted by the Contact Center Jw Generates raw Data for Statistics Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find
21. existing databases A caller is for example able to query the current state of his her order from a contact center The DB Read control is configured in a dialog and via the following steps 1 Set the Name and Description of the DB Read control See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 E Properties 3 Ioj x Change Properties for DbRead Change the General Properties For the Control of Type DbRead Mandatory Name DbRead Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data For Statistics Back Finish Cancel The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 2 The click on Next The following dialog opens lolx Change Properties tor DbRead Specify the ODBC Configuration the Database Access Values and the SQL Statement to be used For the Database Query Database Connection ODBC Connection
22. grammar files in the archive file How to export an application or a workspace element 1 Select the Exporting a workspace element option If you have already created more than one application the following dialog opens p_j Export Workspace Item X Select Workspace Item to export Select the Workspace Item to export Only those Items that are available For i j Export can be selected Workspace Ikem Application pressions Yogue 1 E Select the Workspace Item or the application that you want to export and then click on OK The following dialog opens HINWEIS f there is only one application in the workspace step 1 is skipped and the Export Workspace Item dialog opens for the only existing appli cation A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 75 User Interface Menu Bar 76 Workspace Item Export Mel x Export of Application Xpressions Yogue 1 A Select the Locations the Application shall be exported to and specify the j corresponding local Archive File and or pressions Server m Export to an Apressions Server Login Profile 4drninistrator Logout M Automatically login with this Profile if not already logged in G Logged in with User ADMINISTRATOR on Server SRY1 Back Mext gt Cancel 2 Activate the corresponding checkbox Export into a local Archive File If you want to export the application to an arc
23. lt number gt hits With a click on the triangle to the left all search results are listed for the corresponding search scope The search hits are displays as links and a short extract of the help text is also shown A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 171 User Interface Views Specifying the search scope 1 Click on the link to the right of the Search scope The following dialog for selecting the search scope opens Select Search Scope Sets X Mew Rename Edit Remove crcl Only the Default search scope is available for selection by default It can neither be renamed nor deleted Other search scopes can be defined via the New button After you have entered the new Scope Set Name and clicked the OK button the new search scope is integrated in the list of search scope sets Using the Rename button you can change the Scope Set Name Remove deletes the selected scope set entry The settings dialog of a selected search scope is opened via the Edit button see Abschnitt 5 3 9 3 Local Help auf Seite 173 Abschnitt 5 3 9 3 Info Center auf Seite 175 und Abschnitt 5 3 9 3 Web Search auf Seite 176 2 You can set the desired search scope as current search scope in two ways e Doubleclick the desired entry in the list of search scope sets The search scope name appears as link to the right of Search scope e Select the
24. sec a value is defined in seconds indicating how long the system waits before a hit list will be played or displayed again The default value is 5 seconds and the maximum waiting time can be 99 seconds The Menu Repetitions field defines how often the hit list may be repeated before the process is automatically canceled The default value is 3 and the maximum number of repetitions 999 Tabelle 50 The Fields of the Name Dialing Tab A31003 S2370 U119 4 7619 01 2014 232 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Section Descriptions Name Dialing This section defines values and features for the concrete name Parameters search operation e Last name has to be dialed first This feature defines that the caller must enter the last name first If this feature is deactivated the caller has to enter first name and last name Play Extension in Selection List This feature enables the additional display of the extensions that associate the found names If this feature is deactivated only the name is displayed Only search Local Users With this option you determine which users are considered in the search for contacts and the respective phone numbers If the checkbox is ticked off only the local user profiles of the respective XPR server are read out of the database If the option is inactive all global user profiles listed on all servers of the domain will be conside
25. see Abschnitt 6 3 7 Time Profile Control auf Seite 219 and integrated in an application When the Time Profile control is run through the prompt and the associated memory path are stored in a variable at the occurrence of the date of a corresponding day profile This variable is available to other controls within the application such as the Prompt control for prompt playback In this way other callers of this application can be informed that thanks to a public holiday the desired contacts are not available at their workstation Once the user has completed all recordings he she is forwarded to the next control in the application The announcement recording assistant When the Holiday Greetings control is configured in an application and the appli cation is started by a calling user an assistant starts This assistant helps the user to record announcements and to assign them to a date The assistant uses voice prompts already created to announce required operational steps A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 237 Application Deployment and Controls Control Types The following graphic clarifies the flow of the Holiday Greetings control Assistant Start enerate the time profile for the date No profile exist Play greeting incorrect entry greeting exist es Greeting exists Play greeting Re recording Record
26. sub folders lt OpenScape Xpressions install gt lt workspace gt items lt application gt resources Vogue Application Resources E Wl Yogue Application Resources E ES his is the list of currently available Resources of pressions Yogue Application which are those Files and directories that are residing in the underlying File system older Each of the Resources is shared by every item of the Application Renae Import Resources from another Application Importing resources 1 Click on the Import button The Select Resource File s to be imported dialog opens 2 Select the desired file 3 Confirm your selection with OK The file is copied to the specified resources folder of your application and integrated in the All Vogue Application Resources list A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Select an entry in the application resources list and the following properties are listed in the right area of the tab Resources Name Resource Type Resource Size and the Resource Date on which the file was added to the application resources This data serves for viewing and cannot be modified Selected files are irretrievably removed from the application resources via the Delete button With Rename you can rename selected application resource files Importing resources from other applications 1 Click on the Xlmport Resources fr
27. vated i e the caller must enter as many characters as are indicated by the Maximum Input Length field Inform the caller in an announcement of the DI MF Input control which input confirmation key was specified e g To finish push the star key or say yes Minimum Input Length In this field you enter the minimum length of the digit string the caller has to enter If the number of entered digits falls short of this and the time specified in the Menu Timeout seconds has elapsed the process is aborted The caller may then repeat his her entry if allowed by the settings in the Menu Repetitions field By default value 0 deacti vates this feature and no entries can be made Verify that the Minimum Input Length does not exceed the Maximum Input Length Maximum Input Length In this field you enter the maximum length of the digit string the caller may enter If the caller exceeds this entry restriction a default announcement will be played His her entry is finished If you enter a zero in the Minimum Input Length and Maximum Input Length fields the feature will be disabled If e g the Maximum Input Length field contains a zero the caller may enter a digit combination of any length A maximum of 10 keystrokes is allowed as entry by default Verify that the Maximum Input Length does not fall short of the Minimum Input Length Tabelle 39 Setting Fields in the Inout Parameters Area In the Input Storage section you ne
28. 1 Click on the Import Prompts from another Workspace link The following dialog opens Import Yogue Prompts a ioj x select the Application to impor Prompts from wd Specify the vogue Application to import Prompts from afterwards select i a those Prompts to be imported into the current Application Application xpressions Yogue Application Select the Yogue Prompts to import into the current Application m Welcome Select All el FI Sccupied Esp Py Training Deselect all E i Opening Hours H A Input invalid a 2 Select the Application from which the prompts are to be imported The available prompts are automatically displayed 3 Select one or several prompts and click on Next 4 Inthe next dialog specify for which available language the prompt to be imported is to be used Import Yogue Prompts iol E Select the Languages to impor for M Select the Languages the Prompt Audio Files will be imported For Only i ai Files For the selected Languages will be imported into the Application The Languages currently enabled For the 4pplication Target Prompt Folder E English United States american Ge English United Kingdom british Finish Cancel A31003 S2370 U119 4 7619 01 2014 146 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 Click on the Finish button The imported prompts are integrated in the All Vogue Application
29. 1 E DtmfMen Open dialog context help in a dialog tray Selecting this radio button displays the context sensitive help of dialogs in a dialog tray in an infopop Selecting this radio button displays the context sensitive help of dialogs in an infopop Tabelle 12 Setting Options in the Help Area A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 85 User Interface Menu Bar 86 5 1 6 3 Preferences gt Help gt Content In this area you can use the following settings to specify where the help system is to be searched for Preferences iol type filter text Content co S p General I Include help content from a remote infocenter El Help Location Host Admin Path fhelp i Use default port Use port ao Restore Defaults Sophy cn Option Description S Include help content from a If this checkbox remains deactivated the computer is remote Infocenter dynamically searched for by the help system Host In this entry field you specify the computer name or its IP address Path This option defines the directory path in which the help is stored Use default port If this radio button is selected default port 80 is used Use port If this radio button is selected a user defined port number is used Restore Defaults This button lets you restore default values or settings Apply A click on this button saves the performe
30. 52 5 Solve problems Abschnitt 4 2 5 Solving Problems auf Seite 63 6 Test application Abschnitt 4 2 6 Testing the Application auf Seite 64 7 Record announcements professionally Abschnitt 4 2 7 Recording Announcements professionally auf Seite 68 The above steps will be described in the following sections in detail A31003 S2370 U119 4 7619 01 2014 40 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instructions 4 2 1 Creating Application and Callflow The first step is to create an application Without an application you cannot proceed for example create controls or record greetings since all steps and the following results must be assigned to an application 4 2 1 1 Creating a new Application How to create a new application 1 Click in the File menu on New gt Application The New Application dialog opens W New Application A lol x Select Type of new Application de Select the Target Platform and the Type of the Application that shall be created Save Selection and skip this Page the next Time Back Finish Cancel 2 Select the Xpressions Vogue Application entry and click on Next A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 41 Example Scenario Step by step Instructions 3 Enter the desired application name and click on Finish W New Application _ OF x specify Name of new Ap
31. 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 61 Example Scenario Step by step Instructions 62 4 2 4 6 Configuring the End Control HINWEIS You find a detailed description of the End control in Abschnitt 6 3 2 End Control auf Seite 201 The End control finishes the call based on an event e g Connection failed that occurred internally in the Connect Control 1 An additional prompt is played that points to the end of the call X Our coworkers are currently not available Please try again later Goodbye How to configure the End control 1 Doubleclick the End control to open the Properties dialog E Properties T X Change Properties for End gt Change the General Properties For the Control of Type End General Mandatory Mame End of Application 1 Description Jw Generates raw Data for Statistics Playback List of Prompts and ariables laf iH 5 P ry i Restore Defaults Cancel pply 2 Clickon The Select Prompts for Announcements List window opens 3 Activate the checkbox of the Occupied prompt already created in Abschnitt 4 2 2 1 Creating Prompts 4 Click on OK to close the Select Prompts for Announcements List window The Occupied prompt is listed in the Playback List of Prompts and Variables 5 Click on the OK button to close the Properties dialog which marks the end of the End Control configuration A310
32. A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Time Zone Index Time Zone Index Table Index Timezone Timezone description oo emo es 125 GMT 2 00 FLE Helsinki Kiev Riga Sofia Tallinn Vilnius A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 319 Time Zone Index Time Zone Index Table 320 iae Timezone Timezone descriptor m omeo n m oran anr aa owTr00 orm Easi Asai Unsa o foren foras s omron fosoa s o moo as 2a oroa aao o foroa arae s EWTr1000__ Canbora Nebaure Sre po OWTHI000 fenaa mo fomo Mews o po omom Wes rast Gan Pomo OO O GMT 11 00 Central Pacific Magadan Solomon Islands New Caledonia GMT 12 00 Fiji Kamchatka Marshall Islands GMT 12 00 New Zealand Auckland Wellington GMT 13 00 Tonga Nuku alofa A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide A accept call at program start 180 Add audio file 115 212 Applications 9 creating an application 41 Export application 75 import application 72 131 Archive file export 75 import 72 ASR Expert Control grammar files 300 key 298 B Block diagram 9 Bookmark 35 Bookmark view 163 C Callflow editor 35 Callflow link 194 Condition 269 Connection 189 Control 187 Control types 185 Controls ASR Expert 290 ASR Menu 282 compare control 267 Configuration 52 connect control 186 Correl DB Read 313 Correl DB Wri
33. A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 221 Application Deployment and Controls Control Types 222 W Time Interval Definition Define a Time Interval for the Day Profile L he Set the start and end time For the Time Interval cee Interval Start Time 00 End Time os 00 Actions Playback File Select l Transfer Li Routing Specify the Start and End Time of the interval and the corresponding Status In addition you can set further options such as a Playback File the Transfer to a phone number or specific Routing methods in the Actions area In the Playback File field you can select a prompt file that is played when the respective time interval of a day profile sets in If status Closed is assigned to the time interval you can enter a phone number in the Transfer field to which the call is forwarded Defining a new rule for a calendar profile You can integrate configured day profiles in calendar profiles by clicking on F in the Rules for lt name of the calendar profile gt section The following dialog opens in which you determine the temporal validity of the day profile aal Calendar Rule Definition Set the options for the rule such as its occurence pattern its day profile template etc Define an Occurence Pattern for a Calendar Profile i Cecurence Pattern i Daily Weebly every Thursday Monthly on
34. All button All prompts of the other workspace are selected With a click on the Finish button the imported prompts are itemized in the All Workspace Prompts list on the Workspace Prompts tab Enabling the Deselect All button undoes all prompt selections A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 117 User Interface Views Further features The Workspace Prompts tab features at the top right margin four more icons the functions of which are explained in the below table This icon serves for filtering the prompt display By enabling this icon you can determine for which applications a prompt alias is to be displayed The following dialog opens l Filter Prompt Aliases x Select the Target Platform Applications to show the Prompt Alias for fWixpressions Yogue Application xpressions 8 0 Activate the checkbox of the desired application and then click on the OK button Only the prompt aliases of the selected application are listed This icon lets you filter the prompts on the basis of the assigned languages Filter Prompt Languages Fa Select the Workspace Languages to show the Prompt Properties for english United States G F English United Kingdom Activate the checkbox of the desired language and then click on the OK button Only the properties of the desired languages are displayed This icon is active by default In the icon s active state the areas All W
35. Among these are e the workspace which displays in a tree structure links for setting the entire workspace and also existing applications as well as their callflows Abschnitt 5 3 2 Workspace View auf Seite 99 e the outline view which represents a selected callflow in minimized format Abschnitt 5 3 4 Outline View auf Seite 160 e the problem view for displaying notes and errors in the workspace or in an application Abschnitt 5 3 5 Problem View auf Seite 160 e the properties view which displays the information of a selected control Abschnitt 5 3 6 Properties View auf Seite 162 e the bookmark view which lists the created bookmarks Abschnitt 5 3 7 Bookmark View auf Seite 163 e the search view for listing search hits and the associated results Abschnitt 5 3 8 Search View auf Seite 165 e the help view for representing context sensitive help information Abschnitt 5 3 9 Help View auf Seite 167 e the callflow editor for creating and editing callflows The editor includes a palette which lists the available controls Abschnitt 5 3 3 5 Callflow Editor auf Seite 156 e the editor area which displays the tabs of all workspace and application related settings variables prompts grammars resources as well as the callflow editor itself are displayed You can control the activation or deactivation of the single views via the View menu option The callflow
36. Announcements Connection Target List of Phone Numbers and Variables Fisk ka P ry E Connection Target CBS CNR Restore Defaults Cancel Apply The following icons are available on the Targets tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 255 Application Deployment and Controls Control Types Icon Description Only one of these icons is displayed at a time With a click on the triangle to the right of one of the icons you open the list with the options Add Phone Number and Add Variable Depending on the option you have selected the corresponding icon is displayed These icons let you add phone numbers from the XPR address book as well as custom phone numbers and variables See under this table Adding a new connection target Using this icon you can remove a selected phone number variable from the list If you have inserted several connection targets they are dialed in order from top to bottom Using these icons you can move a selected connection target or variable in the list up or down Tabelle 54 Icons on the Targets Tab Adding a new connection target To add a new phone number as Connection Target click on the icon and make a selection from the then open list fg Select Phone Numbers for Target List Select the Phone Numbers to add to the Target List m Doe John Phone 492404901105 Fail 4dd Custom Number Th
37. Database tab On this tab you define the data records used for queries to the Correlation Database of the XPR server A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 313 Application Deployment and Controls Control Types E Properties i i X Change Properties for CorrelRead Specify the Correl Record Values and the Variable storing the Result General Database Correl Record Setup Specify Values For exactly 3 of the 4 Correl Record Fields used For the Query The Query s Result will be a List of corresponding Correl Records The Value of the Correl Record Field left empty From the First Record of the resulting List will be stored into the Result Variable Classname r Class ka keyname bi key bi Result Storage Variable For Result 4RI46LE1 Restore Defaults Cancel Apply At least three of the Classname Class Keyname and Key fields must be filled in In case of a successful connection to the Correlation Database the fields can be selected by list The first value of the query is stored as result in a Variable for Result HINWEIS For further information about the Correlation Database please refer to the Server Administration manual Connections You can deploy connections for the following controls if the database query was successful if the result of the database query is empty or the database query has failed A31003 S2370
38. Elements of the Callflow Editor Palette 194 6 2 4 Callflow Link The callflow link enables connecting two callflows within an application The callflow linking with an arbitrary configured control of the other callflow serves as point of entry in the other callflow ea ies This is an example of a Callflow Link control to which no Target gt Callow Lin control in another callflow has yet been assigned This is an example of a Callflow Link control to which Compare control 1 has been assigned in another callflow as Target control Under a configured Callflow Link control you also find the name of the linked callflow in the format to lt callflow name gt Context menu of a callflow link When you rightclick a callflow link the following context menu opens for example S23 Go To Target Control lt Undo Set Callflow Link Target b Redo of Cut Copy Paste 2 Delete Set Target Control BB Properties Menu options are displayed that you can use to cancel the last modification to undo the last cancellation and to Delete the selected connection Set Target Control opens the below dialog in which the linking Target control is defined H Select Target Control E E Select the Target Control for the Callflow Link 4j Select the Link s Target Control From another Callflow The Application will proceed with the specified Control if the Link is reached Select Target Control For Link on Ca
39. K Select the Location From where the Workspace Item shall be imported and i j specify the corresponding local Archive File or pressions Server Archive File Browse ie Import From an pressions Server Login Profile Administrator Logout M Automatically login with this Profile if not already logged in G Logged in with User ADMINISTRATOR on Server SRY1 Back Finish Cancel 2 Select the desired radio button e Import from a local Archive File if you want to import an archive file from a local storage location Click on the Browser button to select the desired file A31003 S2370 U119 4 7619 01 2014 72 OpenScape Xpressions V7 Application Builder User Guide User Interface Menu Bar e Import from an Xpressions Server if you want to import an archive file from the XPR server Select the Login Profile with which you want to log on to an XPR server Then click on the Login button HINWEIS f you want to log on to the XPR server automatically activate the Automatically log on with this profile if not already logged in option HINWEIS f you are already connected to an XPR server the bottom area of the dialog displays a message indicated with This message informs you with which user you are logged in and at which server Via the Logout button you can close the connection to the server and define another logon profile 3 Click on Next You have two options to proceed now e If yo
40. List of Audio Files to import into the Workspace Press Next bo ji i specify the Languages the Audio Files will be used For Audio Files to import into the current Workspace Add Remove Back Hexk Cancel 4 Click on the Add button Select the desired audio file in the opened dialog and click on the Open button The desired audio file is integrated in the list of audio files to be imported 5 Select the audio file just added and click on Next A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 115 User Interface Views 116 ey Import Audio Files Iofs Select the Languages to use w Select the Languages the Audio Files will be used For The Files will be i a i copied into the Language s corresponding resource Folder The Languages currently available inside the Workspace Target Resource Falder Fnglish United States american O SB English United Kingdom british lt Back Next Cancel 6 Activate the checkbox of the language for which the prompt file is to be used If the prompt is to be available in several languages and the corre sponding audio files with the different languages are available activate the checkboxes of the desired languages Click on the Finish button The audio file is itemized in the list of available files in the Select Audio File dialog Select the newly integrated audio file and click on OK The audio
41. OpenScape Xpressions V7 Application Builder User Guide User Interface Views e Always ask for profile for login The system asks for a profile before the login e Always log in with default profile The default profile defined in the service provider is used for logging in e Always log in with specified profile The currently specified profile is always Xpressions Server Content In the Xpressions Server Content area click on at the top right margin to update the configurations of the Vogue protocols of the server or of the created applications Since modifications to the Vogue protocols configuration and to Vogue applications are not stored in the database until they are saved the displayed information in the Vogue Protocols and Vogue Applications sections are only momentary An update will update the configurations and information in the Vogue protocols and applications You can alternatively execute File gt Update in the menu bar or push the Fdkey HINWEIS Please note that modifications in the Vogue Protocols and Vogue Applications areas must be save first An update resets the state of these sections to the state last saved Unsaved information will get lost Vogue protocols The Vogue Protocols area displays a list of Vogue protocols on the XPR server to which the Application Builder is connected For each protocol the associated number range and application is displayed You find a description of how to configure the VOGUE
42. Private E 5cript Voices uide Script ACD if Compile OF Cancel Apply 7 Click the OK button The Vogue script appears as protocol in the list on the Protocols tab in the ISDN APL Settings window A31003 S2370 U119 4 7619 01 2014 18 OpenScape Xpressions V7 Application Builder User Guide Installing and configuring the Application Builder Configuring a Vogue Script 8 Switch to the Extensions tab to define an extension range 9 Rightclick the list field and select the Add option in the context menu The Extension Properties dialog opens Extension Properties 2 x Extension Range Start to End i Discrete MSN Begin I alow missing digits Number too short P Allow superfluous digits Number too long Bindings Protocal Voices uide Skript ACD YOGUE Create also for all other suitable Protocols Description oo Cancel 10 Enter the start and end point of the extension range in the Start and End fields In doing so please note that the extension range must not clash with the extension ranges of other protocols 11 In the Protocol combo box you select the list entry VoiceGuide Script VOGUE 12 Click the OK button to confirm your entries The VoiceGuide Script with the associated extension range is listed on the Extensions tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 19 Installing and configurin
43. Prompt Acdinfo Connect Control 1 Business hours Gg AcdExit Connection Failed Playback Done Speech Recognition Controls SQ 4srMenu Ee AsrExpert gt Database Controls ed pi End gt DbRead End of Application 1 DbWrite gt CorrelRead P a TIN 88 et E Problems aN il Bookmarks Search E 3 Errors 6 Warnings Description Resource Path A E t Errors 3 items Database Configuration does not specify a database driver archive Workspace Database Workspace Settings Databases Base de donn es 1 Workspace Variable Alias DATE is specified more than once Yogue Application Yariable Workspace Variables DATE Grammar does not specify a grammar specification File Yogue Application Grammar Workspace Grammars Grammaire 1 Is Warnings 6 items Born A P The user may customize the view arrangement Positioning a view within the Application Builder window How to arrange the outline view e g from the above figure in a way that it uses the same space as the workspace view 1 Click on the outline tab and keep the mousebutton pressed 2 Drag the mousepointer into the workspace view until it adopts the represen tation of several tabs and the workspace view receives an additional gray frame 3 Release the mousebutton The additional gray frame disappears and the workspace view and the draft view take the same space With a click on one of the two tabs you de
44. S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 8 Contact Dialing Control The Contact Dialing control performs the search for the corresponding user for a previously determined name dialing number In addition to digits the singe telephone keys are assigned to letters and special characters Instead of the telephone number 0700 74636 you are thus enabled to keep in mind numbers in the format 0700 SIMEN Telephone numbers repre sented as letters are called name dialing numbers word dialing numbers or vanity numbers The assignment of letters to the digits on telephone keys has been standardized by ITU There are two recommendations for this assignment though The common recommendation represents the following assignment 1 2 ABC 3 DEF 4 GHI 5 JKL 6 MNO 7 PQRS 8 TUV 9 WXYZ a 0 Tabelle 47 Assignment of Letters to Digits according to ITU Standard You find more information about name dialing numbers in the Mail APL chapter of the OpenScape Xpressions Server Administration manual For each XPR user a name dialing number is stored in the database field VM_VANITY The Contact Dialing control searches the database for the user whose name dialing number matches the value of one of the variables forwarded in this control Of this user an information to be selected such as e mail address cell phone number or address is read out of the databas
45. Scenario Step by step Instructions 4 Click on Next The following dialog appears Application Deployment Of x Deployment of Xpressions Yoque Application 1 m Specify the vWorkpath Settings of the Application The Workpath is the root Folder in which the Application expects used Resource Files 4 Specify whether the Application uses a custom vWorkpath or not The Application s vWorkpath is the Folder on the Server the Application uses as its rook Folder The Resource Files being loaded by the Application are always specified relative to the Wiorkpath and thus will be expected underneath the corresponding Folder By default each Application uses the standard Workpath userdata vogue setting a custom one means adding an additional Subfolder to the standard yWorkpath 4 custom Workpath will be applied to all the Resource Files that are deployed with the Application Use custom Workpath Wiorkpath userdatajvogue Here you can determine if you want to use a user defined or the default workfolder 5 Deactivate the Use custom Workpath checkbox to indicate that you want to use the default workfolder 6 Click on Next The dialog shown below opens Application Deployment Of x Deployment of Xpressions Yoque Application 1 E Specify the Languages the Application will be deployed with Only Resources of the selected Languages will be part of Deployment 4 Target Resource Folder Select All English
46. Source You can define a name here for the database identification of future Name operation Description Here you can also insert a description Server In this field you define the server You can either enter the server URL address the IP address or the server name User Enter a valid database user here Password Enter the valid password of the database user Database Select a database from the list Tabelle 3 Fields on the Login Tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 23 Installing and configuring the Application Builder Configuring the Database Access Connect Options and Advanced tab faa Connector ODBC Configure Data Source Name a ajx Connector ODBC ine Part 3306 Socket Initial Statement Ok Cancel Flags 1 Flags 2 Flags 3 Debug f Don t Optimize Column width I Return Matching Rows Allow Big Results Use Compressed Protocal Change BIGINT Columna To Int Sale The Connect Options tab defines the settings for the communication between the Vogue script and the database whereas the Advanced tab provides some options via data exchange HINWEIS In these two tabs you may confirm the predefined default settings For a more detailed description of the individual fields of this tab please refer to the MySQL Database instructions you can open via the Help button Finally check
47. User Guide User Interface Menu Bar Menu option Function Importing a Workspace Element Exporting a Workspace Element This feature comprises the import of a previously exported or provided archive file of an application Please obtain further information from Abschnitt 5 1 1 1 Importing a Workspace Element auf Seite 72 This feature comprises the Export of a workspace element to an archive file Up to now only the export of applications as workspace element has been supported You find more information on this in Abschnitt 5 1 1 2 Exporting a Workspace Element auf Seite 75 Properties Depending on the selected element application callflow or control the element s properties are displayed when you enable this menu option e Application You receive general information about the selected application such as storage location date of the last access file size and type You can also manage the language resources available for the application Callflow You receive general information about the selected callflow such as storage location date of the last access file size and type Control Since each control is to be distinguished according to its type the configuration dialog of the corresponding control type opens Here you do not only receive information but you can also immediately perform settings or change them This menu option terminates the Application Builder Tabell
48. and functioning of a grammar file On the one hand you can set up the sentences that can be generated from the vocabulary Method 1 On the other hand you can observe how a grammar analyzes and arranges a large number of similar sentences The grammar then divides the sentences into single portions and creates rules for sentence matching with the speech recognition Method 2 Method 1 When you compose a grammar you need to find out how to create general rules lt appears easy to simply compile the possible sentences for example e Direct my calls to my home e Direct my calls to the office e Direct my calls to my car phone Since all sentences contain the Direct my calls portion adding further options to these sentences seems an easy method But with a growing number of sentences and options the list will be long and unclear In such a list it is very difficult to check whether all sentence possibilities and options have been included For a valid rule can only be created when all word order options are considered A list might look like this Direct my calls to my home Direct calls to my home Send my calls to my home Send calls to my home Please direct my calls to my home Please direct calls to my home Please send my calls to my home Please send calls to my home Direct my calls to the office Direct calls to the office Send my calls to the office etc Method 2 Creating a grammar rende
49. and Controls Elements of the Callflow Editor Palette 6 2 6 Creating Raw Data The Vogue script delivers statistical raw data and provides them for creating so called reports The raw data are stored in log files in the directory lt OpenScape Xpressions instal1 gt stat and sorted by date Such files are extracted by the Report APL in database tables which the Report Schedule APL can subse quently access Creating reports is planned via Report Schedule APL the actual creation is taken on by the Report engine Statistical raw data can be transmitted by the VOGUE script also without the installation of the Report APL Such data are only found in the log files though and filed in database tables by the Report APL in the first place HINWEIS You find continuative information about the reporting concept and about the Report respectively Report Schedule APL in the corresponding chapter of the OpenScape Xpressions Server Administration manual For each voice application and control used raw data is created by the Vogue script that may serve statistical evaluation In other words the created raw data are in case of an export to an SQL database stored in two different tables The data that characterizes the concrete flow of an entire application is stored in the IVR Application database table For example you can trace which application phone number was dialed with which phone number for which reason a call was aborted or how long an applicati
50. automatically displaying all open editor areas of an application after a program reboot This setting defines whether the grid is to be automatically displayed when creating a new callflow Grid spacing of the callflows in pixels The default value is 12 When you activate this option all controls are automatically displayed shaded upon the creation of a new callflow Automatically enable Rulers when opening Editor for new Callflow Setting that automatically displays rules at the top and left editor margin when creating a new Callflow Automatically enable Snap to Geometry when opening Editor for new Callflow Setting this checkbox automatically activates the auxiliary lines for the geometric arrangement of controls when creating a new callflow Update delay for newly reported Problems ms Focus Animation Duration ms Focus Animation Line Width This field determines the delay for displaying entries newly made in the Problems view The default value is 300 milliseconds This setting defines the time in which the focus animation is displayed Focus animation describes the red frame that appears in the problems view when you doubleclick an error entry This animation serves highlighting purposes only and is terminated when you select the faulty element The highest value is 999 The default value is 180 milliseconds Entry 0 deactivates the function This setting defines the line width of
51. by Nuance Vocalizer The configuration dialog of the ASR Expert control comprises five tabs General Recognition Announcements Grammars Results A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types General tab The General tab of the ASR Expert control contains the following setting options see also Abschnitt 6 2 1 General Information about the Control auf Seite 187 iB Properties a x Change Properties for AsrExpert Change the General Properties For the Control of Type AsrExpert General Recognition Announcements Grammars Results Mandatory Mame AsrExpert Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data for Statistics Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 291 Application Deployment and Controls Control Types 292 Recognition t
52. case of an application error 11 Click on Next You reach the last dialog for providing the application A31003 S2370 U119 4 7619 01 2014 66 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instructions Application Deployment _ Oe x Deployment of Xpressions Yoque Application 1 Specify the Resource Files that will be included into the Application s Archive File which is exported after Deployment 4 Specify whether the 4pplication s Resource Files shall be included into the Export or not After Deployment the Application will automatically be exported into a single Archive File that Will be copied onto the Server This will ensure Consistency between the Applications Representation inside the Server Database and the corresponding Export of the local Application on the Server The created Archive File will always contain the Definition Files of the Application and its hosted Items Additionally the Archive can be created including the corresponding Resource Files Prompt Audio Files Grammar Specification Files leading to a Full Backup of the local Application Note that including Resource Files may grow the created Archive File which will result in longer Upload Times when transferring the Export to the Server Create full Export including Resource Files ma For providing the application the definition files of the application configu ration and their call flo
53. configure applications in the Application Builder you can enable users to record announcements by telephone and to link such announcements to a future date In this way users can record an announcement to be played at a date they have specified A user may not only record prompts for one date but for any number of upcoming appointments These prompts as well as the respective path to the storage location are assigned to a time profile When the appointment is due the path can be stored in a variable while a Time Profile control is run through This variable can be used in other controls such as the Prompt control for playing the prompt The recorded prompt is executed by the Vogue script via the storage path in which the variable is stored Only one announcement can be created for each date In these announcements companies inform callers that employees are not available at a specific point in time For example on 3 October a German company informs its callers that this date is a public holiday in Germany An announcement is valid for an entire day Calendar and day profiles To understand the function and operation in this control the term time profile is important As described in Abschnitt 6 3 7 Time Profile Control auf Seite 219 time profiles can be divided into calendar and day profiles e Day profiles There is a global list of day profiles which is independent from calendar profiles Each day profile can be created independ
54. does not correspond to the help search page 5 3 8 1 Caption Bar Icons The search view features the following icons on the right margin of the caption bar Icon Meaning i Delete selected search hit Delete all search hits Minimize search view Maximize search view Tabelle 33 Icons on the Caption Bar of the Search View A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 165 User Interface Views 166 5 3 8 2 Context Menu of the Search View You open the context menu of the search view with a rightclick on a search hit to be provided with the following options c Go To Copy Select All MM Delete Properties Alt Enter e Go To opens the dialog or tab in which the string searched for was found e Copy copies the content of the selected search hit to the clipboard e Select All marks all entries of the search view e Delete removes a selected entry from the search view e Properties opens the Properties dialog in which the Description the Resource and the Resource Path of a search hit are put out A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 3 9 Help View The help view shows the context sensitive help It opens when you select the element about which you want to have information and then push the F1 key An element can e g be a view a tab or a control In addition you can open the help vi
55. eS 99 5 3 2 1 Settings in the Workspace 0 0 0 0 ee eee eee ee 100 5 3 2 2 Workspace spanning Variables 0 0 0 cc ee eee eee 108 5 3 2 3 Workspace spanning Prompts 0 0 00 ee eee eee ene 112 5 3 2 4 Workspace spanning Grammars 000 eaaa ee eee eee 120 5 3 2 5 Vogue Server SettingS 0 0 ee eee eee teens 127 5 3 9 ADFessiOnsS VOGUEADDIICALIONS 102422455 dsb eo GidbbawseRGe teow Shi eek ee aus 138 5 9 3 Application VanaDleS 61 4 tau yh oe Se Sane Rae YES Mee ee ee oe oe core ees eee 140 D 3 0 2 Application PIOMpPtS rei i405 bah ed eae Seas bee oe a ee oe eae ee eee x 144 5 3 3 3 Application Grammars 4 4 24 rue wie so eee oem eee haw Sees eed eek oe eee sk 149 5 3 3 4 Application Resources anaana hee baw ee ee eS Se ee 154 00 0 0 CalllOW HONOR esy stew Sie ee ee oh oe eee ewe ee Re eee Doers es 156 9 9 4 QUINE VIEW crire feat outa eee eee ede e Boe Ga ot oid Meee Oe he pease ees 160 32020 FP FODICM VICWs sa oeae e Axes Soe oe ate ee ee eee eee ee eee bd eee ee ee Ewan ee ee 160 5 3 5 1 Context Menu of the Problem View 0 0 ee eens 161 59 6 Properes VIEW yin titi tube de ee ee reek eee at 2 dee Ge eee eM ewe ee otal amp 162 5 9 0 1 Caption Bar ICONS esre aac hae th eee aw hoe Set oe ee dee Dh Ree ees 162 S9 IBOOKMAIK VIEW se sp t06 Seen You ent ohwdone etek weeks oe Sn ee cee oe Pe hed eee easel odin s 163 520 12 b Capion BaVilCOnsie 234 2 Gedtn dea Ses ee ee ei ee ae bee the
56. existing variable or in one to be newly created This enables switching to the previous language in another Language control The value describes the relative path of the user defined workspace underneath the lt OpenScape Xpressions Install gt Userdata vogue default directory in which the language files associated to the new language are stored Example german Connections You can configure a connection to another control for each of the events of a successful finished or impossible language alteration error A31003 S2370 U119 4 7619 01 2014 218 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 7 Time Profile Control With this control you can branch to different controls depending on a calendar profile and thus on the time when the call occurred The following figure shows an application example of this control Open e g Connect Control e g Start Control Closed Break e g End Control e g DTMF Menu Control The call is forwarded to a Connect control if for example the office of the company is open If the company is closed the call is forwarded to an End control Within the End control the announcement You are calling outside our business hours You can reach us daily from until Thank you for calling Good Bye might be implemented After playing the announcement the End control termi nates the call If the call is made duri
57. feature is then deactivated Tabelle 52 Options for entering DTMF Keys In the Recordings Parameters section you select the announcement that is rerecorded and thus overridden by the caller s input Prompt to be changed You cannot create a new greeting here The greeting must have already been created for the workspace or application Please note that the greeting is configured for the caller s language The prompt must be in the lt OpenScape Xpressions Install gt userdata vogue default directory or in a user defined subfolder In the Recording Duration Seconds field you specify the time available to the caller for the recording The default value is 30 seconds Minimum is 10 seconds and maximum is 99 seconds Connections One connection can be added to a control for each successfully completed Recording finished and unsuccessfully completed recording Recording failed A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 251 Application Deployment and Controls Control Types 252 6 3 14 Connect Control l Dial Successful Caller Call Number Next Control Announce ment s The task of this control is to dial the first number in a list of phone numbers after one or several announcements have been played You will now be connected to the hotline Please hold the line When a connection has been successfully established to a new target by dialing a phone number
58. for announcements that cannot be played This waiting time is used only for playing the entire list of announcements With a click on the icon you can play the selected announcement The icon finishes the playback With the 4 icon you move one entry back in the list with the icon one entry forward The icon has all greetings in the list played A click on the Direct Playback button plays a selected announcement instantly While the announcement is being played the button converts into an icon for finishing the playback A click on the Close button closes the Prompt Playback dialog Connections You can configure a connection to a control for the events of a valid entry or invalid entry each A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 207 Application Deployment and Controls Control Types 208 6 3 4 DTMF Menu Control With this control you enable the caller to navigate through a menu with the help of his her phone keypad The caller may hear the following example announcement If you wish to be connected to our customer service please push 1 If you wish to be connected to our Sales department please push 2 After the announcement the caller has a certain period of time for his her entry If in the example the caller pushes 1 within this period he she is forwarded to the next control that connects him her to the customer service If he she enters 2 he she is
59. forwarded to a control that connects him her to the sales department But if he she does not make an entry within the specified period or the entry is incorrect he she can be forwarded to another control for example an End control The configuration dialog of the DIMF Menu control provides the tabs General and Announcements General tab The General tab of the DIMF Menu control contains the following setting options see also Abschnitt 6 2 1 General Information about the Control auf Seite 187 E Properties i X Change Properties for DtimtMienu Change the General Properties For the Control of Type DemfMensg General Announcements Mandatory Name DkmifMenu Control 1 Description V Can be interrupted by the Contact Center Jw Generates raw Data For Statistics Menu Parameters Menu Timeout seconds 10 Menu Repetitions Timeout 3 Menu Repetitions Invalid Entry 3 Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressio
60. from last played Announcement Maximum Playback Time seconds D i0 means infinite Restore Defaults Cancel pply 5 Click on OK to close the Properties dialog 6 Repeat steps 1 to 5 for all four prompt controls so that one prompt is eventually assigned to each control of type Prompt 7 Select the Connection option in the palette 8 First click the respective prompt control and then on the connection target After the prompts defaulted in the control have been successfully played the call is forwarded to the next connected control You find the respective connections in the following table Name of the Prompt Control Link with Welcome DTMF Menu Control Tabelle 5 Connections of the Prompt Controls A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 53 Example Scenario Step by step Instructions 54 Name of the Prompt Control Link with Training DTMF Menu Control Opening Hours DTMF Menu Control Input invalid DTMF Menu Control Tabelle 5 Connections of the Prompt Controls 4 2 4 3 Configuring the DTMF Menu Control HINWEIS You find a precise description of the DTMF Menu control in Abschnitt 6 3 4 DTMF Menu Control auf Seite 208 To configure the DTMF Menu control you need to assign prompts to this control and connect it to other controls 1 2 Doubleclick the DTMF Menu control The Properties dialog opens Switch to the Announcem
61. further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 Rules tab On the Rules tab you define one or several rules for the comparison of values in variables e g to allocate the call to its country of origin This definition is realized with the help of a wizard A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 267 Application Deployment and Controls Control Types E Properties Change Properties for Compare Specify the Rules with their left Values Operators and right Values Each Rule List Entry will represent an additional Event of the Control Comparison Rule List ki Bi ii ry i Comparison Statement Restore Defaults Cancel Apply The following icons are available on the Rules tab Icon Description m This icon lets you create a new rule See under this table Defining a new rule A click on this icon enables you to modify the settings of an already created and selected rule in the Edit Comparison Rule dialog analog to the Create new Comparison Rule dialog You use this icon to remove a selected rule from the list If you have created several rules they are applied in order from top to bottom Using these icons you can move a selected rule in the list up or down Tabelle 56 Icons on the Rules Tab A31003 S2370 U119 4 7619 01 2014 268 OpenScape Xpressions V7 Application Builder User Guide Application Deplo
62. gt res E vogue ASR you should store all grammar files under this path Please also note the structure underneath these directories i e the grammar files should be in the sub directories of the corresponding language For example grammar files in German should be stored in the German folder Only in this way one of these files can be selected in the Application Builder as grammar file and serve as base for the speech recog nition system A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 295 Application Deployment and Controls Control Types 296 Properties i X Change Properties for AsrExpert Specify the Grammars to be used For Speech Recognition General Recognition Announcements Grammars Results Recognition Grammar List ki iii ry i Grammar Restore Defaults Cancel Apply The following icons are available on the Grammars tab Description This icon lets you create a new rule See under this table Adding a grammar file You use this icon to remove a selected grammar file from the list Using these icons you can move a selected grammar in the list up or down The grammar files are queried for speech recognition according to the sequence of the list entries Tabelle 68 Icons on the Grammars Tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types
63. id Home gt lt one of gt lt item gt to my home lt item gt lt item gt home lt item gt lt one of gt lt rule gt lt rule G Cann gt lt one of gt lt item gt to my car phone lt item gt lt item gt to my car lt item gt lt one of gt lt rule gt lt rule id Work gt to the office lt rule gt lt grammar gt Version 2 The second version implements the same example but uses the XML possibil ities to a much greater extent Each voice command Cal1Command consists of an action ACTION and a destination for the execution of this action LOCATION The action refers to the DirectMyCall1s rule with the corresponding entries while the destination refers to the Where rule Optional entries such as to my are enabled via repetitive commands that are either not executed or once lt xml version 1 0 encoding ISO 8859 1 gt lt grammar xml lang en US version 1 0 root ROOT xmlns http www w3 org 2001 06 grammar gt A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 303 Application Deployment and Controls Control Types 304 lt rule 1d RO0OT scope publLic gt lt item gt lt ruleref uri CallCommand gt lt tag gt ACTION Cal1lCommand ACTION LOCATION Cal1lCommand LOCATION SWI_meaning ACTION LOCATION lt tag gt lt item gt lt rule gt lt rule id CallCommand gt lt item repeat
64. into the Export or not After Deployment the Application will automatically be exported into a single Archive File that Will be copied onto the Server This will ensure Consistency between the 4pplication s Representation inside the Server Database and the corresponding Export of the local Application on the Server The created Archive File will always contain the Definition Files of the Application and its hosted Items Additionally the Archive can be created including the corresponding Resource Files Prompt Audio Files Grammar Specification Files leading to a Full Backup of the local pplication Mote that including Resource Files may grow the created Archive File which will result in longer Upload Times when transferring the Export to the Server Create full Export including Resource Files ca Create full Export including Resource Files Through activation of this checkbox all resource files such as audio files and grammar files are also exported to the XPR server and provided in addition to the XML definition files HINWEIS Please note that uploading large data amounts may take some time Click on the Finish button You receive a message about the successful deployment of the application Confirm this message with OK The appli cation can only be called via the configured phone number A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Ele
65. list Using these icons you can move a selected key in the list up or down The list entry sequence serves for clarity and does not affect the functionality Tabelle 69 Icons on the Results Tab Adding a result You add a new key with a click on The below dialog opens in which you at first define a key in the Recognition Tag field Then select a Target Variable or define a new one via the Create new variable link Only when both fields are filled in an entry will successfully be generated fs Create new Recognition Result X Create new Result for Recognition Result List h Select the tag and variable of the new recognition result Ez The utterance recognized For the tag will be stored into the variable Recognition Tag Target Variable HINWEIS The Time and Date variables are write protected and can therefore not be used Connections You can configure connections for the successful recognition of an entry Success for an error in the language recognition process Error in case of an invalid or unrecognized entry No Hits and for an entry timeout Timeout A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 299 Application Deployment and Controls Control Types The Grammar files for the ASR Expert control A grammar contains rules on the vocabulary of a language and on how they can be interconnected There are two ways to understand the structure
66. on Next The following dialog opens ry Import Application into Workspace Of x Import Application into current Workspace N Specify additional Folders on the pressions Server that contain Grammar i al i Specification Files in the different Languages The Grammars Found for the 4pplication may use Grammar Specification Files which will be downloaded From the spressions Server during Import By default the Specification Files will only be imported For the previously selected Prompt Language From the 4pplication s yyorkpath You may specify additional Folders on the Xpressions Server to search for Specification Files in the corresponding Languages E English United States zApplication Wworkpath O E English United States O Sf English United Kingdom Finish Cancel 12 Specify further directories that contain grammar specification files of the same name for other languages First the grammar files in the default language defined in step 2 and found in the application workpath are searched for When downloading these directories will be searched for grammar files the names of which resemble the grammar files of the default language in the application workpath These will then be stored as resources in subfolders of their workspace in the Application Builder depending on their language 13 Click on Next ry Import Application into Workspace Of x Import Application into current Workspace x
67. opening Editor for new Callflow Grid spacing of Callflow Editor pixels 12 7 Automatically enable Shadows when opening Editor for new Callflow I Automatically enable Rulers when opening Editor for new Callflow Automatically enable Snap to Geometry when opening Editor for new Callflow Update Delay for newly reported Problems milliseconds 300 Focus Animation Duration milliseconds 180 Focus Animation Line Width 2 Restore Defaults Apply cmai Option Description Language This is the language used by the Appli cation Builder A modification will not take effect until a reboot Automatically start with the last recently This setting determines whether the used Workspace workspace used last is to be deployed when starting the Application Builder This option is active by default Maximum Number of saved recently used This is the number of workspaces used last Workspaces to be registered by the Application Builder The default value is 10 Tabelle 11 General Setting Options A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 83 User Interface Menu Bar 84 Restore open Editors after Start of Appli cation Automatically enable Grid when opening Editor for new Callflow Grid spacing of Callflow Editor Pixel Automatically enable Shadows when opening Editor for new Callflow Description This option is active by default and serves for
68. or down See below Further setting options Tabelle 42 Icons on the Announcements Tab Adding a prompt variable Select Add Prompt The Select Prompts for Announcements List dialog opens which lists all announcements already imported and created These greetings are created either for the entire workspace or for an application You can also insert greetings for selection Via the Create new Prompts link you reach the Create Vogue Application Prompt dialog for configuring announce ments for an application The configuration occurs analog to creating prompts for applications see Abschnitt 5 3 3 2 Application Prompts auf Seite 144 Activate the checkboxes of the desired announcements and confirm your selection with the OK button The selected files are now listed The sequence of A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types the files in the list corresponds to the sequence of the announcement playback see Tabelle 43 auf Seite 213 If you select further greetings they will be added to the end of the list If you select the Add Variable option the Select Variables for Announcement List dialog opens which lists all variables already imported and created These variables are created either for the entire workspace or for an application You cannot create variables in the Prompt control If a text to speech program is i
69. repeated In this field you specify how often entries can be repeated until the control linked to the Recording failed event is transferred to The value refers to the number of missing entries In case of value 3 the entry and thus the announcement will be repeated three times so with the first execution the announcement is played altogether four times If you enter a 0 the announcement is not repeated but the caller is directly forwarded to the control configured for the Recording failed event after a missing entry The feature is then deactivated Tabelle 52 Options for entering DTMF Keys A31003 S2370 U119 4 7619 01 2014 250 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Field Description Menu Repetitions Invalid If the caller has made an invalid entry i e pressed a Entry DTMF key that is not defined the announcement will be repeated In this field you specify how often entries can be repeated until the control linked to the Recording failed event is transferred to The value refers to the number of invalid entries In case of value 3 the entry and thus the announcement will be repeated three times so with the first execution the announcement is played altogether four times If you enter a 0 the announcement is not repeated but the caller is directly forwarded to the control configured for the Recording failed event after a missing entry The
70. results on the help pages Display the descriptions of the search results on the help pages ie Display the table of contents as well as the currently shown help page in another window the entry of the displayed help page is selected in the table of contents Bs Display the entry of the displayed help page in the table of contents Add a bookmark to the displayed page Show last displayed help page Undo skipping to the last help page le pez A l Skip to the reference information of the help to the bF Related Topics See keyword overview of the help to the help s table of BP search contents to the search page of the help or to the help s fflbockmarks bookmarks Minimize help view Al Maximize help view Tabelle 34 Icons on the Caption Bar of the Help View A31003 S2370 U119 4 7619 01 2014 168 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 3 9 2 Context Menus of the Help View The help view features different context menus for different help pages HINWEIS The help pages Related Topics Index and Search have identical context menus All Topics The context menu of the table of contents is opened with a rightclick on an entry Open Open in Help Contents Add Bookmark D Back a Forward Help Contents e Open displays the context sensitive help in the help view e Open in Help contents opens the desired help page in a separate help di
71. search is to be performed 1 Click on the Default link to view or change the settings The following dialog opens Select Search Scope Sets a X Mew Rename Edit Remove mes 2 Select the Default entry and click on the Edit button The following dialog opens A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 89 User Interface Menu Bar Search Scope Standard Oj x 3 i y ocal Help 23 Local Help Searches local help documents JV Enable search engine Name Local Help Description Searches local help documents Search all topics Search only the following topics Working set content C 4pplication Builder Hilfe T Include results about disabled capabilities Restore Defaults Apply cancel In this dialog you can determine whether to search the local help document Activate the Enable search engine checkbox for this purpose In addition you can select one of the two radio buttons to define the topics to be searched Search all topics Search only the following topics Activate the checkbox of the desired Working set content This activates the topic itself and all subordinate topics for the search A31003 S2370 U119 4 7619 01 2014 90 OpenScape Xpressions V7 Application Builder User Guide 5 1 7 3 About Application Builder User Interface Menu Bar If you have selected the About Application Builde
72. the focus animation s red frame The highest value is 9 The default value is 2 The entry 0 deactivates the function Restore Defaults This button resets all values to the defaulted ones Apply This button copies the modified settings Tabelle 11 General Setting Options A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Menu Bar 5 1 6 2 Preferences gt Help In the Help area you perform settings to represent the Help function E iol type filter text Help co 5 orinal Specify how help information is displayed El Help i Content 7 Use external browser Open Modes Open window context help i in a dynamic help view in an infopop Open dialog context help i in a dialog tray i in an infopop Restore Defaults Sophy cas Option Description O Use external browser If this option s checkbox is ticked off the help is opened in the defaulted browser If this option is inactive the help is displayed in an Application Builder window You start the help display by selecting Menu bar gt Help gt Help Contents Open window context help in a dynamic help view Selecting this radio button defines that the context sensitive help is displayed in the help view in an infopop Selecting this radio button defines that the context sensitive help is displayed in an infopop Prompt Prompt Control 1 rs Prompt Control
73. the Profiles or Rules list Tabelle 45 Icons on the Calendar Profiles Tab Switch to the Day Profiles tab to create a new day profile A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Time Profiles Time Profiles Configuration Configure Day Profiles that are to be used in the Calendar Profiles Ge Calendar Profiles Day Profiles Profiles ki E Business Hours CLOSED Intervals For Business Hours ki Ei iaj 00 00 08 00 CLOSED O8 00 16 30 OPEN 1 30 24 00 CLOSED ca ay In the top section you see the day profiles and in the bottom section the time intervals of the day and their corresponding Statuses Open Closed Break The following icons are available on the Day Profiles tab Icon Description k This icon enables creating a new day profile or interval for the selected day profile See Defining a new interval Li IE After you have clicked this icon you can rename a created day profile or change the settings of a selected interval See Defining a new interval a You use this icon to remove a selected rule or day profile from the Profiles or Rules list Tabelle 46 Icons on the Day Profiles Tab Defining a new interval You create new time intervals via the icon in the Intervalls for lt name of the day profile gt area The following dialog opens
74. the Variable for Announcement field you can select or newly define a variable to save the greeting that is linked to a day profile If an arbitrary day profile is executed and an announcement is assigned to this day profile the announcement is stored in the variable specified here An announcement can be created and assigned to the day profile by means of the Holiday Greetings control see Abschnitt 6 3 10 Holiday Greetings Control auf Seite 235 HINWEIS In the Time Profile control no announcements are played After the announcement has been stored in a variable it is available for further use The greeting may for example be used for the Prompt control as the folder that contains the announcements created in the Holiday Greetings control cannot be accessed by the Prompt control So that the variable can be used the Variable for Announcement of the Time Profile control must be added on the Announce ments tab of the Prompt control HINWEIS The STIME and SDATE variables are write protected and cannot be used for saving announcements Connections The Time Profile control can be connected to other controls that are forwarded to depending on the time profile s status Three different statuses of time profiles exist Open Closed Break If you have defined these statuses in your time profile a control for forwarding must be assigned to each of these statuses The application can otherwise not be deployed A31003
75. to the Calendar Profiles tab to create a new calendar profile 1 Create a new calendar profile via 2 Select the newly created calendar profile and click on f to enter a meaningful name such as Customer Service Time Profiles Time Profiles Configuration Configure Calendar Profiles that shall be available Ge Calendar Profiles Day Profiles Profiles ki E Profile Mame Customer Service Rules For Customer Service ei E Day Profile Business Hours aa ay The configured day profile is automatically valid for each day with the set statuses A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 59 Example Scenario Step by step Instructions 60 4 2 4 5 Configuring the Connect Control The task of this control is to dial the first number in a list of phone numbers after one or several greetings have been played e g You will now be connected to the hotline Please hold the line How to configure the Connect control 1 Doubleclick the Connect control to open the Properties dialog The General tab is displayed by default E Properties i X Change Properties for Connect Change the General Properties For the Control of Type Connect General Targets Announcements Mandatory Mame Connect Control 1 Description Jw Generates raw Data For Statistics Connection Parameters Connection Timeout seconds 10
76. your settings via the Test button After a successful configuration click on the OK button to leave the configuration dialog A31003 S2370 U119 4 7619 01 2014 24 OpenScape Xpressions V7 Application Builder User Guide Installing and configuring the Application Builder Configuring the Database Access The configured data source is now listed in the Data Sources list on the User DSN tab of the ODBC Data Source Administrator You close this dialog with a click on OK The Application Builder can now access the data source connection you have created 2 4 2 SQL Server 2000 and higher Execute the following steps to correctly configure your ODBC driver for setting up the connection to a SQL server 1 Execute the steps Start gt Settings gt Control Panel gt Administrative Tools gt Data Sources ODBC to start the ODBC Data Source Administrator 2 Select the System DSN tab User DSN System DSN File DSH Drivers Tracing Connection Pooling About System Data Sources Add Remove Eonfigure An ODBC System data source stores information about how to connect to the indicated data provider A System data source is visible to all users on this machine including NT services Cancel Apply Help 3 Click the Add button 4 Select the SQL Server entry from the list and click on Finish Select a driver for which you want to set up 4 data source Microsoft ODBC for Oracle 25 75 1022 Microsoft Pa
77. z Key to Cancel Connection Connection Setup i Connect with PBY Connect with B Channel Connect using Blind Transfer Result Storage Variable For Connection Result lt none gt Restore Defaults Cancel Apply e The Name field displays the name Connect Control 1 e Inthe Connection Timeout seconds field you specify the duration of a dialing process The 10 second specification means that the device of the dialed subscriber will ring for 10 seconds If the callee does not answer the phone within this time the next phone number in the list is dialed If no further phone number is available the control that is connected in case of an error see the below Connections section is forwarded to Keep the 10 second default HINWEIS The Key to Cancel Connection combo box and the Connect using Blind Transfer checkbox represent continuative options that are not crucial for the basic control functionality and need not necessarily be set here For further information see Abschnitt 6 1 Deployment of an Application auf Seite 177 2 Switch to the Targets tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instructions E Properties x Change Properties for Connect Specify the primary Connection Target and the optional Fallback Targets Connection Target List of Phone Numbers and Variables Fick ka ii ry i Connection Ta
78. 0 1 gt please lt item gt lt ruleref uri DirectMyCalls gt lt tag gt ACTION durect calls lt tag gt lt ruleref uri Where gt lt tag gt LOCATION Where LOC lt tag gt lt rule gt lt rule id DirectMyCalls gt lt one of gt lt item gt direct lt item gt lt item gt send lt item gt lt one of gt lt item repeat 0 1 gt my lt item gt Calls lt rule gt lt rule id Where gt lt one of gt lt Item gt lt ruleref uri Home gt lt tag gt LOC home lt tag gt lt item gt lt Item gt lt rulerer UriS FCar gt lt tag gt LOC car lt tag gt lt item gt lt Item gt A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types lt ruleref uri Work gt lt tag gt LOC office lt tag gt lt item gt lt one of gt lt rule gt lt r le id Home gt lt item repeat 0 1 gt to my lt item home lt rule gt lt r l id ar gt to my car lt item repeat 0 1 gt phone lt item gt lt rule gt lt rule id Work gt to the office lt rule gt lt grammar gt A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 305 Application Deployment and Controls Control Types 306 6 3 22 DB Read Control With the help of this control you can request and display data data records from
79. 0 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 91 User Interface Menu Bar 92 Configuration Details A click on the Configuration Details button opens the following window which displays the entire Application Builder settings Configuration Details Ioj x Date Wednesday February 25 2009 11 19 35 AM Germany Platform Details ttt System properties awt toolkit sun awt windows WToolkit eclipse application com cycos apphuilder application eclipse commands os showsplash launcher C Program Files Siemens Application Builder appBuilder exe nare launcher library C Program Files Siemens Application Builder plugins org eclipe C Program Files Siemens Application Builder plugins org eclipe C Program Files Java jred6 bin client ivwm dl1ll eclipse ce install verify false eclipse product com cycos apphuilder product eclipse startTime 1235545653630 eclipse wm C Program Files Java jre6 bin client iwm dl1l eclipse wmargs Djava class path C Program Files Siemens appli file encoding Cpizse Y Bin wiew Error Log Copy to Clipboard When you push the View Error Log button a window opens to display the error log file If required a dialog is displayed for selecting a program to view the error log We recommend to prefer the editor A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User
80. 03 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instructions 4 2 4 7 Overview After you have finished creating and configuring the single controls the callflow editor should display the following image TA Start Start of Application Application a i Prompt welcome proton Done DTMIF 1 Z DkmFMenu Menu me Prompt Fo Input invalid Prompt i Training Playback Done ma TimeProfile pen TimeProfile Control 1 al Connect Prompt Connect Control 1 Business hours Playback Done Connection Failed fe End End of Application 1 Since you can freely position the controls this representation may vary from yours 4 2 5 Solving Problems This step is optional but remember that only error free applications can be deployed Each error or warning is displayed in the Problems view Each entry contains a description of the error or warning and specifies the resource and the path of the problem For further details see Abschnitt 5 3 5 Problem View auf Seite 160 If you want to ensure that the problems view is up to date select File gt Update problems In the above example the Time Profiles control error must first be corrected before the newly created callflow and thus also the application can be exported or deployed for testing A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V
81. 1 e the installation of speech recognition software so that a user can make entries via DTMF keys and voice e the installation and configuration of the Report APL and Report Schedule APL for processing statistical raw data of the Vogue script For further information on the installation and configuration of the XPR server please refer to the corresponding installation or administration manuals 2 3 Configuring a Vogue Script HINWEIS The Vogue script is configured via the ISDN APL or IP APL configu ration pages For a detailed description of the ISDN APL and the other Telematic APLs please refer to the chapter Telematic APL in the OpenScape Xpressions Server Administration manual To configure a voice application you need a correctly configured Vogue script with a corresponding extension number range With the help of this script you assign a phone number to your voice application How to configure a Vogue script A31003 S2370 U119 4 7619 01 2014 16 OpenScape Xpressions V7 Application Builder User Guide Installing and configuring the Application Builder Configuring a Vogue Script 1 Start the XPR monitor and open the ISDN APL Settings dialog to perform the ISDN APL settings ISDN APL Settings Ei Telematic protocols This list shows all protocols For in and outbound connections Additional protocols can be added or removed Protocals Voicemail Extensions Device Locations Resources Outbound 2 x
82. 16 View Icons A31003 S2370 U119 4 7619 01 2014 98 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 3 2 Workspace View The workspace view represents configuration options for the entire workspace and also the configured applications as well as their associated callflows The view appears in a tree structure i Workspace Settings me ay Workspace Variables os Ful Workspace Prompts 2 E Workspace Grammars ai La Yogue Servers H A mrs Yogue Applikation 1 Example sn T Application Variables Su Fi Application Prompts ca E Application Grammars ca lel Application Resources vB Callflow 1 For the entire view you can select the following entries e Workspace settings for configuring the available language resources and database connections Abschnitt 5 3 2 1 Settings in the Workspace e Workspace variables for creating and editing wildcards Abschnitt 5 3 2 2 Workspace spanning Variables e Workspace prompts for integrating and creating announcements Abschnitt 5 3 2 3 Workspace spanning Prompts e Workspace grammars for activating rules and assignments for speech recognition to use text to speech Abschnitt 5 3 2 4 Workspace spanning Grammars e Vogue server for logging on to the XPR server configuring this logon creating a Vogue script and importing existing applications from the Appli cation Builder Abschnitt 5 3 2 5 Vogue Server Settings For ea
83. 19 User Interface Views 5 3 2 4 Workspace spanning Grammars lf you doubleclick the Workspace Grammars entry in the workspace view the tab for configuring the workspace spanning grammar files opens in the editor area A grammar file contains assignments and rules for speech recognition Me Workspace Grammars x N Workspace Grammars R m All Workspace Grammars 13 Yogue Application Grammar Details This is the list of currently defined Grammars for the Workspace Each Workspace Set the properties of the selected Yogue Application Grammar Grammar is shared by every item in the Workspace and holds an Alias For each of the supported Target Platform Application types The Alias can be used From the Grammar Name Grammar 1 corresponding Application type Grammar Description eB Grammer Grammar File B Grammar 1 Alias for Xpressions Yogue Application Xpression Browse eee Import Grammars from another Workspace A31003 S2370 U119 4 7619 01 2014 120 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Adding a new grammar How to create a new grammar for the workspace 1 Click on the Add button The Create Workspace Grammar dialog opens oet Properties of the Workspace Grammar Specify Mame and Description of the new Workspace Grammar The given Properties will also be used for every Target Platform Alias Workspace Grammar Mame Grammar 1 Wor
84. 3 auf Seite 213 If you select further variables they will be added to the end of the list Playback options Select a variable or a prompt and click on the triangle of the icon A selection list with the options Direct Playback and Customize Playback opens A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types If you select the Customize Playback option you reach the Prompt Playback dialog fy Prompt Playback Ee x This is the List of Prompts available to be played back Only Prompts specifying an Audio File having one of the supported formats are enabled For playback Audio File elcome Fil Customer Service File Playback File Properties Audio Length 90m Q File Type File Format Prompt Language English United States File Length waiting Time rilliseconds This dialog lists all configured announcements and variables of the DTMF Input control For each selected announcement you receive further information in the File Properties area such as Audio Length File Type File Format File Length and Bit Rate In the File Playback area you can toggle the configured announcement language using the Prompt Language combo box You can also use this box to determine the language in which the variable text is composed The Waiting Time ms specifies in milliseconds the time used as waiting time
85. 4 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 13 Record Control Using this control a caller can rerecord a permanent and existing prompt This updated prompt can then be used in the application General tab The configuration dialog of the Record control contains only the General tab on which the setting options described below are available See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 Properties E X Change Properties for Record Change the General Properties For the Control of Type Record General Recording Mandatory Mame Record Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data For Statistics Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 Recordings tab The Recording tab enables the configuration of options in the Menu Parameters and Recording Parameters section A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7
86. 4668 oes Ce eee bOG St be te eet tees bh Gek AE A E 197 6 3 CGONTOF TYPOS axe 2 ees eae eB ee esha tee md A ee ee a Beh ech idee ach pitern Sn Beet enh eee 199 Oo tale OA Oleg ae Sighs Gece Rc veg ee eed Wau catenin lt 8 GT oe eng oe nck We be ans ean E A cel gene Bee ae EER 199 2 TG CONTO ce ae tas ste sete es aes Me eatin dt ope aA sige aaa coe ae phase Reto ak ak atest ate God Meneame Sate ates 201 03o DTMF INDUL COMO 44 3 one eae dee Reet eek Geet wt teehee Reh a a E E E 202 6 3247 DT IVF MOM CONTOR sa duu ayer Hawi tee a abide wlaheseg Bw say RNase Rds Bo Ga a Ma as Neh aN ed 208 6 3 5 PrOmMPrC ON Obas nere i Rome Sew ye Bee e Ree ook wed Sees OA ed Soe PEE Rei 211 6 36 Language Contou dca eaten tate eaten baat a le ate eh enahew ending gn odo a a ceded abe a 215 Or CME POWE COMUON Ww a 2 aerate ee bore 6 Kea ne Gee oP areas Ce ea Beene wews Berea 219 6 3 6 Contact Dialing CONWOl siets ir eee we eee oe le GaSe ad be Se bad he ee ee 225 0 3 9 Name Dialing Contool lt tee2 tou Sule ei Ce oak dies Ca ack OE CoS Sees Bhs eee eee es 229 63 10 Holiday Greetings Controla rrid s sarei entina Seed acy beet EG Ah wach bene eG 235 6 3 14 QUESHONNalre CONO cc2t 50F cab oer howe Sei orb abe hha eek heed RSE eEa SS 243 0 312 Delay COntol gsus 2 axdcies rh eee ed edn wie ed Ee ae ER A ie Ok es ah we ee eee 248 G23 715 RECOU COMMON cae thane tht Ae a ew Ola Ga ce aw ES a PR Re Oe Rl a Bee Oe Ee 249 60 39 14 CONNEC CFCONTO ee ae nn ee 252 OS T
87. 5 First Steps with the Application Builder GUI Overview Application Builder C shi appbuild_ws i D Workspace Prompts B Workspace Grammars bei Vogue Servers 1 7 Xpressions Vogue Application 1 DtmFMenu Menu Playback Done Prompt Input invalid Connection Failed Workspace Variable Alias DATE is specified more than once Vogue Application variable Workspace Yariables DATE Grammar does not specify a grammar specification file Yogue Application Grammar Workspace Grammars Grammaire E t Warnings 6 items E A31003 S2370 U119 4 7619 01 2014 36 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Configuring a Voice Application 4 Example Scenario This section exemplifies the creation of a voice application from planning to testing the finished system to help you familiarize yourself with the operation and functionality of the Application Builder HINWEIS Before you perform the following example make sure that the mandatory operation requirements are met See Abschnitt 2 2 Operating Requirements auf Seite 15 4 1 Configuring a Voice Application The following example displays the single steps for creating a voice application that offers a fully automated customers service by phone to the callers customers At first a concept with the demands to the voice application will first be formulated and the proceeding defined Subsequently the voice
88. 619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types compilation of the compatible PBXs and protocols In the Variable for Connection Result field you can select a variable that saves the routing result If a connection could not be established the reason is given here The variable must be in the format SBEZETCHNER You can either create a new variable with a click on the Create new variable link or fall back to variables already configured for the workspace or for the application HINWEIS The DATE and STIME system variables are write protected and cannot be used for saving the following values Possible variable values are The connection has been established successfully TIMEOUT The routing recipient could not be reached during the time that was given The routing recipient is in a call and cannot accept another call DTMF The caller interrupts the routing process with the defined break key FAILURE The operator s number is either invalid or does not exist Tabelle 53 Possible Values of the Variable for Connection Resul Field Targets tab On the Targets tab you enter the phone number to be dialed in top position If no connection can be established the next phone number is tried etc Properties E X Change Properties for Connect m Specify the primary Connection Target and the optional Fallback Targets General Targets
89. 7 Application Builder User Guide 63 Example Scenario Step by step Instructions 4 2 6 Testing the Application HINWEIS The created application can only be tested or deployed in perfect condition After you have created the example application and configured a telephony customer service you can test this application for various scenarios Pick up your flow draft again Abschnitt 4 1 2 The Draft auf Seite 38 to envision the different processes A test can be performed by triggering a deployment of an application Execute the following steps see also Abschnitt 6 1 Deployment of an Application auf Seite 177 1 Click on O in the toolbar The Deployment Application dialog opens Application Deployment Of x Deployment of Xpressions Yoque Application 1 p Specify the mrs Server and the Settings For Application Deployment Login Profile Administrator M Automatically login with this Profile if not already logged in Server Mame SRI Protocol Name 650 660 Phone Number eso G Logged in with User ADMINISTRATOR on Server SRY 1 Back Next gt Finish Cancel 2 Select the desired Login Profile from the list and click on the Login button You are logged in to the XPR server 3 Select the Protocol Name of the configured Vogue protocol and the configured Phone Number A31003 S2370 U119 4 7619 01 2014 64 OpenScape Xpressions V7 Application Builder User Guide Example
90. ATE 01 03 2007 SELECT FROM tablel WHERE STARTDATE 01 03 2007 For continuative information about the syntax and semantics of SQL commands please consult appropriate literature or tutorials in the internet HINWEIS Please keep in mind that Vogue variables in the SQL command must begin with a character HINWEIS f you have specified a Microsoft Access Database as data source in the ODBC Connection field you can only indirectly enter SQL commands that contain Vogue variables here How to proceed Enter an SQL command without Vogue variable forexample SELECT FROM tablel WHERE ID 2 We assume that the Access Database contains a table1 Click on the Columns tab and assign a Vogue variable to a table column for example the GETID variable to the PersonaliId column We assume that table1 inthe Microsoft Access Database contains a column Personalid When you click the Columns tab the Application Builder exchanges data with the database to receive the names of the table columns If the SQL command on the SQL tab contained a Vogue variable at this time an error message would be created The same happens if on the Data Source tab neither a data source nor on the SQL tab an SQL command has been entered Click on the SQL tab and modify the SQL command in a way that it now contains your desired Vogue variable for example SELECT FROM tablel WHERE ID SGETID 6 Click on the Finish button to complete the configuration Connections You ca
91. Address of the Document The Address can either be composed by selecting a User Variable and a corresponding Message Type or entered manually User Variable Only present local Users Originator Address NWS VOTCE NOGUE Finish Cancel 5 Select a user from your XPR address book or a variable already defaulted for the workspace or application You are automatically provided with a list of possible message types The message types that can be selected corre spond to the addresses that have been assigned to this XPR user via database fields As soon as you have selected a user or a variable the Originator Address field is automatically filled in with the corresponding NVS address Alternatively you can also enter an NVS address in the format NVS lt message type gt lt user gt in the Originator Address field The system completes the additional information such as e g User and Message type If you enter for instance NVS FAXG3 02404100200 the message type analog fax and the user corresponding to the fax number is identified HINWEIS For further information about the configuration of users please refer to the OpenScape Xpressions Web Client user manual In the Message type list field you select the type of the message To select a message type you need to select an entry in the User Variable column Possible message types are A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder Use
92. Application Builder User Guide 249 Application Deployment and Controls Control Types E Properties X Change Properties for Record Specify the Recording Parameters for the Control General Recording Menu Parameters Play Introduction Announcement Menu Timeout seconds Menu Repetitions Timeout Menu Repetitions Invalid Entry 3 Recording Parameters This Control can be used to replace a Prompt s Audio File by a newly recorded Announcement Select the Prompt whose Audio File shall be replaced and the maximum Recording Duration Prompt to be changed Recording Duration seconds 30 Restore Defaults Cancel Apply In the Menu Parameters section the following settings are possible Field Description Play Introduction This option activates or deactivates playing an Announcement announcement that informs about the function and flow control of the control as well as prepares the caller for the recording The greeting is called Greeting StartRec pcm and found in the lt OpenScape Xpressionsin stall gt res e vogue lt language gt directory Menu Timeout Seconds Enter the time in seconds available to the caller to make his her input after the announcemenit s here If you enter a 0 the caller can wait an undefined period of time until he she makes an entry by voice Menu Repetitions Timeout If the caller has not made an entry the announcement will be
93. Builder you need to select the directory for storing the workspace data amp Select Workspace E Select the Workspace to use Select the Workspace to use For this Session 4 Workspace is a Directory that stores a Number of Applications Workspace Ammin Es Browse D Always start with the last recently used Workspace Cancel The data and configuration settings of the workspace and of the applications is stored and also loaded in this directory Click on the Browse button to select an existing directory or create a new folder WICHTIG Make sure not to use the workspace subfolder of the Application Builder setup path This folder contains superordinate meta data that must not be overridden or deleted HINWEIS f you want the above dialog to be skipped and the Application Builder automatically be started with the workspace used last when you boot the program activate the Always start with the last recently used Workspace checkbox You cannot set the language for the graphic user interface documentation and online help of the Application Builder at the start but via the settings dialog in the Tools gt Preferences menu See Abschnitt 5 1 6 Tools auf Seite 83 HINWEIS A language reset for the GUI documentation and online help does not take effect until the program is rebooted A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide First Steps with the Applicati
94. Cancel 6 Activate the checkboxes of the prompts to be downloaded If you want to download all prompts used click on the Select All button to mark them A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 133 User Interface Views 134 In the Application Builder prompts can have audio files in different languages so that the same prompt with the same content can be played in different languages First the audio files in the default language defined in step 2 and found in the application workpath are searched for 7 Click on Next The following dialog appears l Es ry Import Application into Workspace Import Application into current Workspace Specify additional Folders on the Xpressions Server that contain Prompt Audia i al Files in the different Languages The Prompts Found For the Application may use Audia Files which will be downloaded From the Mpressions Server during Import By default the Audio Files will only be imported For the previously selected Prompt Language from the 4pplication s Wiorkpath You may specify additional Folders on the pressions Server to search For Audia Files in the corresponding Languages Server Folder E English United States lt Application vWworkpath gt O E English United Stakes CJ S Deutsch O Sf English United Kingdom 8 Specify further directories that contain sound files of the same name for other languages W
95. Cord Ces Coed Cees Coed Lens Coe Len Ca GUSTAV PVOGUE FASHMETVS5q0C FBSHMIGVSGECE VAR_ANNOUNCE GUSTAV PVOGUE FVOICEGUIDE FASHMBYKIKPHY BLINDTRANSFER _ GUSTAV PVOGUE FVOICEGUIDE FAS HMBYKIKPHY DIALUPMUSIC GUSTAV PVOGUE FVOICEGUIDE FASHMBYKIKPHY LAST_UPDATE 14 03 2007 10 07 19 GUSTAV PVOGUE FVOICEGUIDE FASHMBYKIKPHY MUSTCONHOLD _ GUSTAV PVOGUE FVOICEGUIDE FASHMBYKIKPHY NAME ContactCenter GUSTAV PVOGUE FVOICEGUIDE FASHMBYKIKPHY TIMEQUT 6o GUSTAV PVOGUE FVOICEGUIDE FASHMC2ZE9TWCU ACCEPTCALLEARLY X GUSTAV PVOGUE FVOICEGUIDE FASHMCZE9TWCU BLINDTRANSFER GUSTAV PVOGUE FVOICEGUIDE FASHMC2ZE9TWCU DIALUPMUSIC GUSTAV PVOGUE FVOICEGUIDE FASHMCZE9TWCU LAST_UPDATE 21 03 A007 11 50 53 GUSTAV PVOGUE FVOICEGUIDE FASHMC2E9TWCU MUSTCONHOLD E GUSTAV PVOGUE FVOICEGUIDE FASHMC2E9TWCU MAME New Application GUSTAV PVOGUE FVOICEGUIDE FASHMCZE9THWCU TIMEOUT 60 BUSTAM ATA LIE ATO EGITE A5 HMAF ya 2k ACCEPTA FARI Y m Ready Loaded in 1 172 5 3460 Correl Records NUM E E In the example depicted here the variable TZINDEX contains value 110 which represents the time zone GMT 1 00 Amsterdam Berlin Bern Rome Stockholm Vienna All time zones valid world wide as well as their index values are listed in the Time Zone Index Table Depending on the time zone selected in the Time Profile control as well as the valid time zone and the current server time the time valid for each caller can be calculated According to this correctly cal
96. Day Yearly every September gt fis gt only once on afiej2008 Cl After you have selected a Day Profile to use from the list of available day profiles confirm your entries with OK In the Time Profiles dialog the created calendar profiles are represented with the rules and day profiles assigned to them A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Configuring the Time Zone Assign a specific Time Zone to each time profile in the configuration dialog You can make a selection from the list of possible time zones If you do not select a time zone the default time zone of the XPR server is used For determining the time zone serves the Greenwich Mean Time GMT index which is read out of the Windows database and assigned to specific locations The time zones are specified as positive respectively negative deviations from the GMT The central European time corresponds for example to GMT 01 00 The selected time zone is stored with the corresponding value of the time zone index in the variable TZINDEX in the Correlation database HINWEIS You find a compilation of all time zones and the associated index in Kapitel Time Zone Index tt By means of a time zone the times specified for the Open Break and Closed states of the time profile are adjusted to the time zone determined here and need not correspon
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98. Guide 57 Example Scenario Step by step Instructions 3 Inthe Intervals for lt name of the day profile gt section click on The Time Interval Definition dialog opens in which you can define a period Start Time End Time and the associated status H Time Intervyal Definition Define a Time Interval for the Day Profile N Sat Set the start and end time For the Time Interval Sim Interval Start Time os 00 Status ia Seve zz End Time fis 30 Actions Playback File Select l Transfer Li Routing a 4 Specify as Start Time 8 00 and as End Time 18 30 as well as the Open status 5 Click the OK button to close the dialog 6 Repeat steps 4 and 5 with the periods 00 00 to 08 00 and 18 30 to 00 00 for status Closed 7 The time intervals with the corresponding status appear in the list Time Profiles Time Profiles Configuration Configure Day Profiles that are to be used in the Calendar Profiles Ge Calendar Profiles Day Profiles Profiles ki 4 Business Hours CLOSED Intervals For Business Hours ki Ei 4 00 00 08 00 CLOSED O8 00 16 30 OPEN 1 30 24 00 CLOSED cencel_ ay _ The time profile that is in status Open from e g 08 00 to 18 30 has been created A31003 S2370 U119 4 7619 01 2014 58 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instructions Creating a calendar profile Switch
99. ININT DOCSLOCALS 14 Temp1 OUER LO G Query Log Time 30000 Log Driver Statistics Yes l Statistics File CADOCUME TSADMINI 1 DO0OCALOCALS 15T empl SS TATS LO G Use Integrated Security No Use Regional Settings Ma Prepared Statements Option Drop temporary procedures on disconnect Use Failover Server Mo Use ANSI Quoted Identifiers es OF Cancel 12 Check your settings and click on the Test Data Source button to check the configuration 13 After a successful test click on OK to close the configuration dialog The configured data source is now listed in the Data Sources list on the User DSN tab of the ODBC Data Source Administrator 14 Click on OK to shut down the ODBC Data Source Administrator The Application Builder can now access the data source connection you have created 2 4 3 Microsoft Office Access 2003 This section explains the configuration of an SQL data source with the help of Microsoft Office Access 2003 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 5 Installing and configuring the Application Builder Configuring the Database Access Execute the steps Start gt Settings gt Control Panel gt Administrative Tools gt Data Sources ODBC to start the ODBC Data Source Administrator MODBEC Data Source Administrator Ei EW User DSN System DSN File DSH Drivers Tracing Connection Pooling About Add Remove Eonfig
100. If you move the mouse pointer onto the black dot in the middle of the connection the mouse pointer appears as X With the left mousebutton kept pressed this dot can only be moved at will within the drawing area of the callflow editor The connection line and the position of the connection name are automatically adjusted to the new position of the connection center After releasing the left mouse button the new positions are retained Fe 2 DkmFMenu i z DtrfMenu Control 1 DTMF 1 ai Prompt Prompt Prompt Control 3 Prompt Control 4 If the connection line is now bent further black dots that you can move in the above manner appear on the connection line All relocations of the dots can be made undone You can also straighten a bend by selecting the Straighten Connection option in the context menu Context menu of a connection When you rightclick a bent connection the following context menu opens for example a Undo Modifying Connection ki Redo Modifying Connection of Cut Bory Paste J Delete Na Straighten Connection BB noari A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 191 Application Deployment and Controls Elements of the Callflow Editor Palette Menu options are displayed that you can use to cancel the last modification to undo the last cancellation and to Delete the selected connection With Straighten Connection a bent connection i
101. Interface Menu Bar rh _ Datei Bearbeiten Format Ansicht SESSION 2009 02 06 15 25 18 070 eclipse bui ldId unknown java version 1 6 0_11 iJjJava vendor Sun Microsystems Inc BootLoader constants OS win32 ARCH x86 WS win32 NL en Command line arguments 0s win32 ws win32 arch x86 JIENTRY org eclipse help base 4 4 2009 02 06 15 31 27 376 IMESSAGE Help documentation could not be indexed completely SUBENTRY 1 Pett La Par 4 4 2009 02 06 15 31 27 376 IMESSAGE Help document com cycos appbui lder doc help 7_callflows_controls41 htm cannc SUBENTRY 1 orgie ee ele ase 4 4 2009 02 06 15 31 27 376 IMESSAGE Help document com cycos appbui lder doc help offline_mode3 html cannot be oper SUBENTRY 1 ie haba edad lil ase 4 4 2009 02 06 15 31 27 376 MESSAGE Help document com cycos appbui lder doc help 7_callflows_controls42 html canne I SUBENTRY 1 S all a foal ase 4 4 2009 02 06 15 31 27 376 MESSAGE Help document com cycos appbui lder doc help 7_callflows_controls43 html cannc SUBENTRY 1 aly heel a ae ase 4 4 2009 02 06 15 31 27 376 MESSAGE Help document com cycos appbuilder doc help 7_callflows_controls44 htm canne I SUBENTRY 1 ar el dal ase 4 4 2009 02 06 15 31 27 376 IMESSAGE Help document com cycos appbuilder doc help offline_mode html cannot be opene SUBENTRY 1 ie A h ase 4 4 2009 02 06 15 31 27 376 IMESSAGE Help document com cycos
102. OpenScape Xpressions install gt Userdata vogue default directory or from a user defined subfolder The corresponding user defined subfolder can be specified upon deploying an application See Abschnitt 6 1 Deployment of an Application In the Previous Language field you can store the languages used until the execution of the Language control in already existing variables or in those to be newly defined The variables to be selected are specified either for the workspace or for the application In addition you can specify variables here that can be further used in the application In the Workpath Settings section you use the New Workpath field to determine the workpath that contains the specific resources of a language such as prompt and grammar files You specify these language resources in the workspace and they can be used for playing greetings or speech recognition in the following controls The workpath is stored as value in a variable The value describes the relative path underneath the lt OpenScape Xpressions Install gt Userdata vogue default directory in which the language files associated to the new language are stored Example german A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 217 Application Deployment and Controls Control Types In the Previous Workpath field you can set the workpath in which the languages used until the execution of this Language control are stored in an
103. Profile control Besides selecting the time zone from a given list you can choose the time zone using the time zone index The time zone index must be stored as value in a variable A 1 Selecting the Time Zone from a List When selecting a time zone in the Time Profile control the corresponding time zone index is stored in a list in the variable TZINDEX of the Correlation Database With help of the tool you can view the value FA DbTool MRS_FR on GUSTAY local machine Of x File Edit wiew Tools Be See A5HMETVS5G0C BSHMIGVIQEGE TZINDES 2 TETE E E E E GUSTAV VOGUE PASHMETYS 5507 FBSHMETVT 931 RANDOMPLAYLIST GUSTAV VOGUE PASHMETYS 5607 FBSHMETVT 931 STATISTIC x GUSTAV VOGUE PASHMETYS 5507 PBSHMETVT 931 TYPE HANGS UP GUSTAV VOGUE PASHMETYS 5507 FBSHMIGVSQECE DESTBOx_BREAK FBSHMETYSLNOH GUSTAV VOGUE PASHMETYS 5607 FESHMIGVSGECE DESTBOx_CLOSE PBSHMETVT 931 GUSTAV VOGUE PASHMETYS 5507 FBSHMIGVSGECE DESTBOx_OPEN FBSHMETYS 22407 GUSTAV FVOGUE PASHMETYS 5607 FBSHMIGVSGECE INTERRUPTIBLE x GUSTAV VOGUE PASHMETYS 5607 FBSHMIGVSGECE LAST_UPDATE 23 08 2007 17 09 16 GUSTAV VOGUE PASHMETYS 5607 FBSHMIGVSQECE MAME New Time profile box GUSTAV VOGUE PASHMETYS 5607 FBSHMIGVSGECE STATISTIC x GUSTAV VOGUE PASHMETYS 5607 FBSHMIGVSGECE TIMEPROFILE GROUP GUSTAV FOUE PASHMETYS 5507 FBSHMIGVSQECE TYPE GUSTAV VOGUE gt n or EY Cod Cees EY E Cod Ey Cod Ces Cod Cems Coed Cees Cord Cees Coed Cees
104. Prompts list on the Application Prompts tab Importing audio files in the application Via the Import Audio Files into the Application link you can import audio files of the X pcmX or wav formats in the application Only these sound files thus integrated in the application can be assigned to a prompt r Import Audio Files gg Ioj x Select the Audio Files to import w 1 Select the List of Audio Files to import into the Application Press Wext to i a i 1 specify the Languages the Audio Files will be used For Audio Files ta import into Application Example Add Remove a This is the same dialog that can be opened by the following action e Click on the Import button in the Select Audio File dialog see step 1 auf Seite 115 e Click on the Add button for creating an application prompt then click on the Browse button and eventually click on the Import button see Abschnitt 5 3 3 2 Creating a new application prompt auf Seite 144 e Select an application prompt click on the Browse button and click on the Import button Proceed as described from step 4 to step 6 auf Seite 116 Finally click on the Finish button The Import Audio Files dialog closes The audio file has been imported and is now available for prompts in the set languages A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 147 User Interface Views Further featur
105. R string pattern Description Delivers the current time in the specified pattern format Example string TIMESTR hh mm 07 34 Tabelle 59 Function Calls as Instructions results in 5 HINWEIS Instructions may be nested ADD SUB 4 2 3 for example After a click on the i icon an overview opens that shows already defined variable which can thus be used in the assignment definition In the following we list assignment examples for demonstration Assignment example 33 tt Lam a text lama text too The result reads VAR Data type of the result string string Remark The strings may be separated by a blank Result I am a text am a text too VAR must be of data type string or int It does not matter whether this variable has already been defined in another Definition control in any other control or in the same Definition control If VAR is of file type int an implicit conversion into file type string takes place Result if VAR has value 3 or 3 The result reads 3 The result reads SVAR string Since VAR is enclosed in inverted commas not the value of VAR but the string VAR is attached Result The result reads VAR SFORENAME Ss surname is SSURNAME FORENAME and SURNAME must be strings or integers Result if FORENAME has value Sven and SURNAME has value Svensson
106. Removing a custom language How to remove a custom language 1 Click on the Configure custom Language Definitions link The dialog of the same name appears Select the desired language Click on the Remove button The language is removed from the list of custom languages Workspace Databases tab The connection of a database enables the querying and expansion of this database via a configured application The database configuration corresponds to configuring a virtual database connection The information you receive here enables connecting a database provider 104 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Workspace Languages F workspace Databases All Workspace Databases Workspace Database Properties This is the list of the Database Configurations currently available inside the Set the properties of the selected Workspace Database Configuration Workspace Each Database Configuration represents a virtual Database b b Connectivity and stores detailed Information abouk how to connect to the Database Name Database 1 indicated Data Provider Database Description WE Database 1 Database Driver Archive a Remove Database Driver Classname Database Access URL Database Login User Database Login Password Bavim Extra Information Database Properties Key Value p M Import Database Configurations From another Works
107. SMS fax or voicemails Various controls The Customer Specific DII Control is used for editing the parameters for the CustomVogue dll With the help of this Compare Controlyou can perform comparisons according to previously defined rules You can specify a list of rules here so that e g all incoming calls can be allocated to their original country on the basis of their leading telephone numbers The ASR Menu Control starts another protocol E script without using additional B channels With the help of this control you can arbitrarily extend the application In this Definition Control you define the variables with the help of texts l e you are able to define individual variables here and fill them with a content that you will need in other controls Using the ASR Menu Control allows the recognition of single permanent voice commands and routing the caller to the controls assigned to these commands With the ASR Expert Control and by means of keys you can filter functional units such as actions locations etc from entire sentences of an announcement and save them Database controls With the help of the DB Read Control you can query data data records from existing databases A caller is e g able to query the current state of his her order from a contact center With the help of the DB Write Control you can enter data data records in already existing databases A caller is able to automatically enter an ord
108. Search The Name and Description of the search engine cannot be modified You can receive the URL template by copying the web query from the internet browser address field and replacing the search item with expression The Restore Defaults button resets all values to the defaulted ones The performed modifications are copied via the Apply button lolx ip Local Help 2P Web Search fae a Web Search Performs a general purpose Web search I Enable search engine Name web Search Description Performs a general purpose Web search URL template a El You can capture the URL template by copying the web query From the browser address field and replacing the search word with fexpressiont Delete Restore Defaults Apply OK Cancel A31003 S2370 U119 4 7619 01 2014 176 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Deployment of an Application 6 Application Deployment and Controls This section describes in detail the deployment of applications represents the applicable tools and controls of the callflow editor and explains their functionality configuration and application 6 1 Deployment of an Application HINWEIS Only faultless applications can be deployed A complete application is made ready for execution by means of an export to the XPR database In case of an export the XML definition files of an application are additional compressed in a folder and
109. Seite 144 Activate the checkboxes of the desired announcements and confirm your selection with the OK button The selected files are now listed The sequence of the files in the list corresponds to the sequence of the announcement playback If you select further greetings they will be added to the end of the list If you select the Add Variable option the Select Variables for Announcement List dialog opens which lists all variables already imported and created These variables are created either for the entire workspace or for an application You cannot create variables in the DTMF Input control If a text to speech program is installed the value of this variable a text is converted into speech while the application is run through HINWEIS Check whether a text to speech program is installed and whether the text to be converted into speech is available in a language that this program can process The variable may also contain a path specification to a sound file in the pcm or x wav format which is contained in the lt XPR install gt userdata vogue directory This path specification may be a relative path or an absolute UNC path for example lt XPR computer name gt MrsUserdata Voice loop Activate the checkboxes of the desired variables and confirm your selection with the OK button The selected variables are now listed The sequence of the files in the list corresponds to the sequence of the announcement playback see Tabelle 4
110. T services Cancel Apply Help HINWEIS The Help button opens a help page for the MySQL ODBC driver containing detailed instructions to configure the advanced settings as well as further information 3 Click on Add to configure a new data source The dialog Create New Data Source opens 4 Select the XMySQL ODBC DriverX entry Select a driver for which you want to set up a data source Microsoft ODBC for Oracle 2 5f5 1022 Microsoft Parados Driver db 4 00 6205 Microsoft Parados Treiber db 4 00 6205 Microsoft Text Driver tat cev 4 00 6205 Microsoft Text Treiber tet cey 4 00 6205 Microsoft Visual FoxPro Driver 6 00 8767 0 Microsoft Visual FoxPro T reiber 6 00 8767 0 3 51 Driver 3 51 11 00 2000 85 10 5 GIL Server Back Cancel 5 Click on the Finish button The ODBC Connector of the MySQL driver starts and you can configure several settings to configure a data source in here These settings are divided into the tabs Login Connect Options and Advanced A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Installing and configuring the Application Builder Configuring the Database Access Login tab Data Source Name Jadresses Description MySQL ODBC 3 51 Driver DSH Server anderson User raf Password Database Cancel The fields of this tab serve the following purposes Field Description Data
111. U119 4 7619 01 2014 314 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 25 Correl DB Write Control Using this control you can enter data records in the XPR server Correlation Database The configuration dialog of the Correl DB Write control features the General and Database tabs General tab On the General tab you can set the Name and Description of the Correl DB Write control See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 E Properties x Change Properties for Correl rite Change the General Properties For the Control of Type CorrelWrite General Database Mandatory Name Correlwrite Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data For Statistics Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 315 Application Deployment and Controls Control Types
112. UNIF Y ycurenterorise Ri OpenScape Xpressions V7 Application Builder User Guide A31003 S2370 U119 4 7619 U N F your enterprise Our Quality and Environmental Management Systems are implemented according to the requirements of the ISO9001 and IS014001 standards and are certified by an external certification company Copyright Unify GmbH amp Co KG 01 2014 Hofmannstr 51 81379 Munich Germany All rights reserved Reference No A31003 S2370 U119 4 7619 The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract Availability and technical specifications are subject to change without notice Unify OpenScape OpenStage and HiPath are registered trademarks of Unify GmbH amp Co KG All other company brand product and service names are trademarks or registered trademarks of their respective holders unify com Contents Contents MUIStOLy Or CHANGES 6 5 0 spnte Faia Bee a Oe Ee ae Re eae ee ee Seat Nae oe eee ee Se 7 T IMTOGUCUION 0 0 2 2 4 444 c00 45 64200 6 HOUSES DG OPE OTE S REESE RS OE ES OOS OO oe Rh 9 1 1 Creating Voice Applications 1 0 0 0 0 eee eee eee eens 9 1 2 Application Builder Fe
113. United States american te English United Kingdom british Deselect All g English Australia australian M Only include those Resources that are newer than on the Server Here you can select the languages with which the application is to be exported 7 Activate the checkbox that associates the desired language or click on the Select All button to select all available A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 65 Example Scenario Step by step Instructions 8 Click on Next button to define the settings and functions of the application listed in the following dialog Application Deployment _ Of x Deployment of Xpressions Yoque Application 1 m Specify special Settings and Features of the Application 4pplication Features I Accept Call at Application Start Enable Music on Hold during Transfers Audio File gt default K If required activate the desired checkbox See also step 8 auf Seite 180 9 Click on Next Application Deployment _ Oy x Deployment of Xpressions Yoque Application 1 Specify the List of Operator Numbers for the Application The Numbers will be dialled one after the other in case of an Application Error a Operators Operator Number List Enable Blind Transfer Transfer Timeout 60 Only present local Users 10 Select users from the XPR database to which the call is forwarded in
114. Yogue Applications This is the list of Yogue protocols Found on the connected Server Each protocol This is the list of Yogue applications Found on the connected Server Each applicatior displays the number ranges it is assigned to and the applications currently bound to it displays the extension numbers it is currently bound to Each extension number poin Each application is bound to an extension number which is the number the application can specific control the application will use as its entry point when reached with this nur be reached with E F Example E El VOGUE 500 510 Teee E 02 Welcome Delete Edit e EHE A This tab features the following five areas e Xpressions Server Login e Login Configuration e Xpressions Server Content e Vogue protocols e Vogue applications A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 127 User Interface Views 128 Xpressions Server Login The Xpressions Server Login area shows your current user status on the XPR server and lets you modify it as well 1 Inthe Change Status list select the desired user profile for logging on to the XPR server N Click Login Current Status Logged In in green writing confirms a successful login The Login has been replaced with the Logout button Current Status Logged Out in red writing indicates that the user is no longer logged on to the XPR server Login Conf
115. a language and also of a two digit fractional culture code in small letters linked to a country or region Locale ID The Locale ID or LCID locale identifiers for short describes a unique code of a language resource introduced by Microsoft which is also used e g by your operating system Using this ID the operating system can adjust the specific properties of the representation and information output such as date and currency specifications or weekday names Type The Type column indicates for each language resource whether the language is predefined i e was installed via the XPR system or whether it is a user defined language Tabelle 18 Columns in the Add Languages to Workspace Dialog HINWEIS Please note that you can only use licensed language resources 2 Activate the checkbox of the desired language s and confirm your selection with the OK button The selected language appears indicated in the All Workspace Languages list and the properties of the added workspace language are displayed The following language properties are available Property Description Language Name See Tabelle 18 auf Seite 101 Language Description Optional description of the selected language Language Code See Tabelle 18 auf Seite 101 Locale ID See Tabelle 18 auf Seite 101 Extra Information The optional information displayed here can be used by a target platform for identifying the workspace language Vogue does not use this i
116. a text or a method result Target Variable V ARIOBLE1 Workspace Variable Variable 1 Assignment Statement miovint start int count string source 2 Selecta Target Variable already configured for the workspace or application or click on the Create new variable link to create a new variable The variable name must start with and comprise capital letters only HINWEIS The variables SDATE and STIME are not write protected They must not be assigned any values 3 Inthe Assignment Statement field you enter either a method invocation or a variable the result or value of which is to be assigned to the variable In doing so please keep in mind that there are different data types e String if the text Sven is to be assigned to a variable enter Sven Please do not forget the inverted commas To link the strings enter them in succession A string may be implicitly converted into a number if it contains digits only e int if you want to assign a number to a variable enter it Be sure to enter the number without inverted commas since otherwise a string will be assigned that merely contains the number as character This differenti ation is important as you can for example add a number but not a string On the other hand you can link a string to another string but not two numbers to each other A number may adopt values between inclusive 231 and 231 1 thus 2147483648 and 2147483647 If required a number is im
117. ab Within this tab you can set specific patterns of behavior for the speech recognition software You can thus configure for the announcement and recognition of voice commands when to start or owing to a timeout when to finish E Properties i X Change Properties for AsrExpert Specify the Speech Recognition Parameters For the Control General Recognition Announcements grammars Results Recognition Parameters Barge in Mode Polite Minimum Confidence Level fr Minimum Confidence Level For Barge In sooo y No Speech Timeout seconds Booo y Maximum Speech Length seconds Booo y I Use Configuration File gt default E Recognition Storage Variable For recognized Literal Jenone gt ss ss s lt s Variable For Confidence Level nones sisi Restore Defaults Cancel Apply In the Recognition Parameters section you can perform the following optional settings Barge in Mode With this option you can define for the speech recognition when it should start or should be accessible by the user e Off The speech recognition and also the DTMF key recognition does not start until the entire announcement list for this control has been played Basic Playing the announcement list of the control is canceled when the system recognizes the start of a user s voice message Continuous Playing the announcement list of a control is only canceled if the speech recognition has recognize
118. ak Telecom Software Development Kit A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types on the supplied DVD for installing the languages to enable text to speech You can obtain further information about SSML from the web pages of the W3C institution There are function calls that extract parts from a string or apply arithmetic operations to integers Click on f to receive the following selection Instruction Description string LEFT int count Returns the left part of the specified source string up to string source the specified length count If the count length exceeds the length of the complete source string the complete string will be issued Example LEFT 4 Example Exam string RIGHT int count Returns the right hand part of the specified source string string source of the specified length count If the count length exceeds the length of the complete source string the complete string will be issued Example RIGHT 4 Example mple string MID int start int Returns the medium part of the specified source string count string source starting from the position start the index starts with O and not with 1 with the specified count length Example MID 3 2 Example mp int LEN string source Returns the num
119. alog e Add Bookmark sets a new bookmark for the selected entry of the help s table of contents e Back shows the help page displayed last e Next undoes skipping to the last help page e Help Contents opens the online help See also Tabelle 14 auf Seite 87 Related Topics You open the context menu of this help page with a rightclick on a free space D Back o gt Forward Help Contents For a detailed description of the three depicted options see Abschnitt 5 3 9 2 All Topics auf Seite 169 When you rightclick one of the reference links displayed on this page the above context menu of the table of contents opens See All Topics A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 169 User Interface Views Bookmark When you rightclick a bookmark on this page the following context menu opens Open Open in Help Contents Delete Delete All lt D Back a Forward Help Contents e Open displays the context sensitive help in the help view e Open in Help contents opens the desired help page in a separate help dialog e Delete removes the selected bookmark of the help e Delete All deletes all bookmarks of the help e Back shows the help page displayed last e Next undoes skipping to the last help page e Help Contents opens the online help See also Tabelle 14 auf Seite 87 If no bookmarks have been added to the help view the context menu only contains the
120. an define a key 0 to 9 in the Continue key combo box via which the caller can skip a question and or answer The following two actions are possible e When the caller pushes the key specified here once the question is skipped and he she can answer immediately A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 243 Application Deployment and Controls Control Types e When the caller pushes the key specified here twice the question and the answer option are skipped The caller is then asked the next question HINWEIS No entry in the Continue key field disables this feature If you would like to use this feature you should inform the caller in the welcome announcement see Announcements tab A31003 S2370 U119 4 7619 01 2014 244 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Announcements tab On this tab you enter the introducing announcement s for the Questionnaire control e g Welcome We will now ask you 5 questions concerning our product You have 30 seconds to record an answer Properties F X Change Properties for Questionnaire Specify the Announcements to be played and the Order of Playback General Announcements Questions Answers Playback List of Prompts and Yariables af S Bi iii ry i Restore Defaults Cancel Apply For further information about announce
121. anguage Definition dialog opens al Add Custom Language Definition Language Mame Sanskrit Language Description Sanskrit India Language Code sain s Locale ID LeID uol tst S a 3 Specify for the new language a Language Name the Language Code and the Locale ID You can obtain the language code and the locale ID from the Microsoft internet pages The language code for American Spanish is es_us This is the language of Spanish native speakers in the US 4 Click the OK button The language you have newly created is added to the list of custom language definitions A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 103 User Interface Views 5 Close the Configure Custom Language Definitions dialog via the OK button You can now add the new custom language as described in Abschnitt 5 3 2 1 Adding a built in Language auf Seite 101 Specify for the added user defined language the resource folder name See Tabelle 19 auf Seite 102 e Editing a custom language How to edit the settings of a custom language 1 4 5 Click on the Configure custom Language Definitions link The dialog of the same name appears Select a custom language from the displayed list Click on the Edit button The Edit Custom Language Definition dialog opens Perform the desired modifications Click the OK button The performed modifications have been copied e
122. appbuilderdoc help 7_callflows_controls45 htm canne SUBENTRY 1 argen pse ls a ase 4 4 2009 02 06 15 31 27 376 IMESSAGE Help document com cycos appbuilder doc help offline_mode2 htm cannot be oper i SUBENTRY 1 arg Ec IPEE el a ase 4 4 2009 02 06 15 31 27 376 MESSAGE Help document com cycos appbui lder doc help 7_callflows_controls46 htm cannc SUBENTRY 1 are Se bee ep ase 4 4 2009 02 06 15 31 27 376 MESSAGE Help document com cycos appbui lder doc help offline_moded html cannot be oper I SESSION 2009 02 10 08 37 31 660 eclipse buildId unknown java version 1 6 0_11 Java vendor 5un Microsystems Inc BootLoader constants OS win32 ARCH x86 WS win32 NL de Command line arguments 0s win32 ws win32 arch x86 ENTRY org eclipse asqi 2 1 2009 02 10 08 37 37 809 IMESSAGE NLS unused message showView_selectviewHelp jin org eclipse ui internal messac fe Via the Copy to Clipboard button you copy the setting to the clipboard From there you can paste the settings into other programs by pushing the Ctrl V key combination for example A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 93 User Interface Toolbar 5 2 Toolbar Except for the zoom feature the toolbar offers a selection of the features that are also available via the menu bar For a detailed description of the features please also refer to the co
123. application will be configured step by step in the extension application and controls areas and eventually tested before being put into operation 4 1 1 Creating a Concept Before you configure your voice application with the Application Builder you should first create a concept and plan your system Please keep e g the following aspects in mind during your outline e What sort of service will be offered to the callers e How many and which options are to be provided to the caller e What does my menu structure look like e Which announcements are necessary e Are time dependent announcements necessary e Which telephone numbers are provided With all these questions we need to find out which demands the voice application to be created must fulfill and to what extent they can be realized Requirements The requirements in our example can be stated as follows A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 37 Example Scenario Configuring a Voice Application 38 e At first a greeting text is to be played to the caller Afterwards it is possible for him her to speak to an employee or listen to an announcement about the training program So he she enters 1 or 2 by keypad thus needs to decide between the two options e If the caller wants to hear about the training courses an announcement with the corresponding information is played After the end of the announcement the caller is gu
124. ariable 1 Recipient Settings User lt none gt r Field r Restore Defaults Cancel Sophy A31003 S2370 U119 4 7619 01 2014 246 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types In the Recording Time section you enter the minimum and maximum recording times in seconds for the caller s answers The Minimum Recording Time field specifies the minimum length and the Maximum Recording Time field the maximum limit for a reply If you set the Minimum Recording Time to e g four seconds all recordings that fall short of four seconds are dismissed A zero means in both fields that no restriction to the answer recording duration is set i e all answers are recorded In the Document Settings section you may decide between the options Record only answers Add beep between the answers and Add question before each answer You can only select one of these modes These options define how the answers are stored for further processing HINWEIS On the Questions tab you may create questions about text entries using a text to speech system However you cannot record questions that were created with a TTS system so that in case of several questions and several answers you need to select the option Add beep between the answers to insert an acoustic separation between the different answers Furthermore you can define the name of a Variable for Document in which the do
125. ate a Compare L l gt Contact Center Controls G AcdStart Create a AcdStart Control G AcdInfo Create a Acdinto Control hal Speech Recognition Controls je_ fe AsrMenu Create a AsrMenu Control fe AsrExpert Create a AsrExpert Database Controls DbRead Create a DbRead Control n DbWrite Create a DbWrite Control 157 User Interface Views 158 Settings opens the Customize Palette dialog for editing the Name and the Description as well as for configuring different Options of the single controls and their group folders a General Controls Hew Delete Move Down Move Up Mame General Controls Description The Palette Group containing the General Controls a DtmF Input ow EE DtmFMenu Hide a Prompt If Open drawer at start up m e Language i Pin drawer open at start up ay BA TimeProfile ip ContactDialing AD NameDialing fo ba HE Holiday Greetings aoe a Onuestionnaire x za ao The left dialog area provides an overview of all available controls sorted according to various groups drawer If you select a control or a group folder you can use the Up or Down buttons to change the position of the control or group folder in the list In the right dialog area you can edit the name and description of a selected control or group folder By activating the Hide option you can decide whether or not to display a control or a whole group o
126. ates raw Data for Statistics Playback List of Prompts and Yariables af S Bi a ii ry i Restore Defaults Cancel Sophy In the End control s configuration dialog you can enter or set the Name and Description See Abschnitt 6 2 1 General Information about the Control auf Seite 187 The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by the a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 Before a call is finally finished in an application by the system any number of greetings can be played You receive information about selecting and configuring greetings within a control in Abschnitt 6 3 5 Prompt Control auf Seite 211 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 201 Application Deployment and Controls Control Types 202 6 3 3 DTMF Input Control This control enables a caller to enter numerical orders such as his her customer number by keypad or by voice entry The voice entry corresponds to the DIMF keys 0 to 9 yes for no for Furthermore a security request can be realized so that not every customer who calls can access a
127. atures 0 0 0 0 0 cc eee ee eee eas 10 1 3 Features of an Application 0 0 0 0 eee eee et eee eas 11 t4 W o SNOUld read tnls Man al 45 4 4 ocd 35etegt bboy Magee keke a bob hee a a see a So 11 1 5 General Notes for this Manual 1 0 0 0 0 ee eee eee eens 12 ToT Mantal SUUCIUIG reri tinake a ee ee ove ety tek eee eae ea SA ee eee hee ad 12 WO TROQUIFEG TOOS ireas ot ee Satie oe odors a KO Dud coe Sd Beak eae ee eens Salts AG de eee eed 13 Lat QOCUMENL CONVENNONS 4264 22 ene Meee cet boas dos hace eee hee dawse kee owes haces 13 lO ACON INCClONY kiesi garua ua Sees eee ce tS 4 St at cn Ses es eed Sa wes Sass She Be 14 2 Installing and configuring the Application Builder 0 0 00 es 15 2 1 Hardware REGUICINGINS rac sical ace cee be Po cna toe a chide do Soar bed oe ee he ee Ee eked 15 2 2 Operating Requirements 0 cc ee eee eee eens 15 2 3 Contigunng a VOGUE SCNDE 2 4 524 2 50 4 o ee th tude i athe ee ee oe ah ee we ew bed ee Sond 16 2 4 Configuring the Database ACCESS 1 0 ee ee eee eee eas 21 ZEN NIV ys ih ta SER fee ghosts a ae ae gh a ct ce aioe eee oN tae eas abcde rae nec i sees to eet he Seed 21 2 4 2 SQL Server 2000 and higher 0 ccc eee ete eens 25 2 4 3 Microsoft Office Access 2003 2 25 44 eee deh abdnencddetcigouddigesd dons behi4desadsdedeid 28 3 First Steps with the Application Builder 00 00 eee 31 O21 PUNCIONAl CONCEP Genoese ake oe hha eee ows
128. be put out as hit A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 81 User Interface Menu Bar a Search x mw o o e Scope tab On this tab you set the search scope a Search E HJE whole Workspace workspace Settings ny Workspace Variables E Workspace Prompts Workspace Grammars Li Vogue Servers Ei O All Applications A31003 S2370 U119 4 7619 01 2014 82 OpenScape Xpressions V7 Application Builder User Guide User Interface Menu Bar 5 1 6 Tools Under the Tools menu item you find the Preferences option This option opens a new dialog for performing general Application Builder settings You can perform settings in three areas General Help and Content With lt 5 Back to lt area gt and amp gt Forward to lt area gt you can toggle the three areas The following sections provide details about the setting options for the single areas 5 1 6 1 Preferences gt General The General area lets you perform the following settings Preferences a loj xi type filter text General X i General General Settings For Application Builder Help Language English z note that a new Language Setting will only apply after restarting the Application M Automatically start with the last recently used Workspace Maximum Number of saved recently used Workspaces 10 V Restore open Editors after Start of Application Automatically enable Grid when
129. ber of characters in the source string Example LEN Example 7 int FIND string source Finds the specified sub string part in the superior source string sub int start string starting from a specified start position the index starts with 0 and not with 1 and returns the position of the string part that was searched for Example FIND Example Exam 1 0 int ADD int a int b Adds the two values a and b and returns the sum Example ADD 4 2 6 int SUB int a int b Subtracts the value b from value a and returns the difference Example SUB 4 2 2 SUB 2 4 2 int MUL int a int b Calculates the product of the two values a and b Example MUL 4 2 8 int DIV int a int b Divides value b by value a Value b must be unequal 0 Neither floating point numbers nor the rest of the division are specified Example DIV 4 2 2 DIV 2 4 0 Delivers the current date int MONTH Delivers the current month int DAYOFWEEK Delivers the current weekday int YEAR Delivers the current year int HOUR Delivers the current hour int MINUTE Delivers the current minute int SECOND Delivers the current second Tabelle 59 Function Calls as Instructions A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 279 Application Deployment and Controls Control Types Instruction string TIMEST
130. callflow This includes modifications in the properties windows of the controls You can use this option repeatedly This menu option cancels the last undoing It can be applied repeatedly A selected control linkage or note in the callflow is copied with this command and deleted in its original place when being pasted somewhere else You cannot cut a connection in the callflow since a connection is perma nently assigned to a control A selected control linkage or note in the callflow is copied with this command and left in its original place when being pasted somewhere else You cannot copy a connection in the callflow since a connection is permanently assigned to acontrol You can also copy callflows and applications Inserts a cut or copied control linkage or note in the callflow or a copied application or a copied callflow in an arbitrary place You cannot copy or cut and paste a connection in the callflow since a connection is perma nently assigned to a control This menu option deletes the connection note linkage or control selected in the callflow When a control is deleted all connections starting from or ending at this control are also deleted You can also delete selected callflows and applications Select All This menu option selects all controls notes and linkages available in the active callflow Since connections are always permanently assigned to controls they are selected too Tabel
131. can be set on the configuration tabs of the Holiday Greetings control A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 239 Application Deployment and Controls Control Types The configuration dialog of the Holiday Greetings control features the General and Holiday Greetings tabs General tab The General tab of the Holiday Greetings control contains the following setting options See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 Properties O OOOO O xi Change Properties tor HolidayGreetings Change the General Properties For the Control of Type HolidaySreetings General Holiday Greetings Mandatory Name HolidayGreetings Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data For Statistics Date Format i Day Month DD MM Month Day MM DD Key Layout For ConfirmCancel i Star Pound ia Pound Star at Restore Defaults Cancel pply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 In the Dat
132. ces 1 Click on the Import Variables from another Workspace link The following dialog opens Import Yogue Yariables l f ioj x Select the Application to import Variables from M Specify the Yogue Application to import Variables from afterwards select al i t those Variables to be imported into the current Application Application pressions vogue Application Select the Yogue Variables to import into the current Application Select All Deselect All 2 First select the XApplicationX from which the variables are to be imported When you have selected an application the available variables are automat ically displayed 3 Select one or several variables and click on Finish The imported variables are integrated in the All Vogue Application Variables list on the Appli cation Variables tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Further features The Application Variables tab features at the top right margin two more icons the functions of which are explained in the below table This icon is active by default In the icon s active state the areas All Application Variables and Vogue Application Variable Details are positioned next to each other The area All Vogue Application Variables is found in the left half of the tab When you activate this icon the areas All Vogue Appli cation Variables and Vogue Applicati
133. ch newly created application the entries for configuring variables prompts grammars and resources are created The configuration of these variables prompts grammars and resources is only valid in the respective application Furthermore the callflows created in an application are displayed A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 99 User Interface Views 100 For each workspace entry a specific icon is displayed Meaning E Workspace settings Workspace or application variables Workspace or application prompts Workspace or application grammars 7 Vogue server settings Xpressions Vogue application Callflow Tabelle 17 Workspace Icons If errors or warnings exist in an entry s settings the icon is furnished either with the error icon or with the warning icon For example indicates that the Vogue application is faulty and marks a callflow for which warnings exist When you select the corresponding entry the errors or warnings are displayed in the Problem view 5 3 2 1 Settings in the Workspace When you doubleclick the Workspace Settings entry in the workspace view the Workspace Settings tab for defining and configuring the workspace spanning languages and databases to be used opens in the editor area On the Workspace Settings tab you find two more tabs Workspace Languages tab You need to define at least one language for each wor
134. ck the greeting text a control for checking the time and a control for forwarding to an employee Using the draft you can check whether the voice application structure has a closed form This means that each tree branch in the draft must lead to a control that either finishes the call or routes to a further control In our example each branch is either finished by hanging up or rerouted to the Menu control A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Configuring a Voice Application Welcome Menu 1 Connect 2 Play Information No entry or invalid entry Open Busy Nobody picks up Info Busy Successful With the help of the designed concept and the draft as starting point the creation of the voice application is continued with the Application Builder A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 39 Example Scenario Step by step Instructions 4 2 Step by step Instructions The following steps need to executed to create an operable voice application 1 Create applications Abschnitt 4 2 1 Creating Application and Callflow auf Seite 41 2 Create controls Abschnitt 4 2 2 Defining Prompts auf Seite 46 3 Record test announcements Abschnitt 4 2 3 Creating Controls auf Seite 48 4 Configure controls Abschnitt 4 2 4 Configuring Controls auf Seite
135. created in the Holiday Greetings control is selected in the options of the Holiday Greetings tab In a Time Profile control the calendar profile is used with the associated time profiles When the Time Profile control is run through the prompt and the associated memory path are stored in a variable at the occur rence of the date of a corresponding day profile This variable is available to other controls within the application such as the Prompt control for prompt playback See also Abschnitt 6 3 7 Time Profile Control auf Seite 219 Basic proceedings By means of the telephone keypad and receiver the user may create any number of announcements Only one announcement may be used for a day profile thus for one date Announcements may only be created for an active calendar profile see Holiday Greetings tab All recorded announcements are assigned to day profiles in this calendar profile Recorded announcements are assigned to a day profile Linking an announcement to a date thus means that the announcement is linked to a day profile When announcements are recorded in the Holiday Greetings control either existing day profiles are used or new day profiles automatically created e Ifa day profile already exists for the desired date this day profile is used for recording the announcement All statuses of this day profile are linked to the recorded announcement and indicated with the Closed property Other announcem
136. culated call time the time profile and its single states are executed A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 317 Time Zone Index Selecting the Time Zone by Means of a Variable A 2 Selecting the Time Zone by Means of a Variable If you use a variable to select the time zone this variable must contain a valid time zone index as value You can assign variable and value for example in the Definition control The variable itself may carry any name lf for example you assign value 73 to the self created variable TimeZone and select the variable as time zone in the Time Profile control each potential caller is assumed to be in Greenland Using the time zone for Greenland as well as the current server time the call time valid for the caller is calculated and the time profile executed according to this time A 3 Time Zone Index Table 318 The following table lists the single time zones with the corresponding index value trex Timezone Time zone doseripton o eMo _ imematonai deteno tWesD OOo oo ey Same C a ooo o mo a 4 GMT 8 00 Pacific USA and Canada Tijuana 10 GMT 7 00 Mountain ae and Canada 57 00 esc Grins La Pax Maaton o fome foen Uskara a wr 600 Garade Conrat Sestaihewan o emen xc Guaaaiiara Mexico Giy Wonerey SS omeo femara 55 mso Estus o mso use m ovTso Sou America Paste Sogo ma auo SD mo wee omamo oun Arca West Caracas LaPaz o mo poos
137. cument inclusive questions and answers is to be stored The announcement stored therein can be used for further functions For example you might access this variable in the Document control and send it to an arbitrary recipient Enter the employee s name and address responsible for the answers in the Recipient Settings section Select a XPR user from the list in the User field This field displays only employees who are released for the user according to his her privileges If you select a User you also need to define a Field message type since otherwise no recipient is stored You can only select message types configured for the respective employee For example you can only use an e mail address as type if the selected employee has an e mail address stored in the XPR database You can remove the selected employee and the associated type as recipient by selecting the lt none gt entry in the Name field and confirming with OK Connections After all greetings have been played and the answers been recorded the call is forwarded to the next following control Finished A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 247 Application Deployment and Controls Control Types 248 6 3 12 Delay Control The Delay control enables placing breaks in a callflow With millisecond specifi cations you can determine how much time must pass until the next connected control is forwarded to In this way
138. d configured in the Application Builder workspace HINWEIS The first Xpressions Vogue application of a workspace is always created via the File gt New gt Application menu bar See Abschnitt 4 2 1 1 Creating a new Application auf Seite 41 mn workspace ca Ei workspace Settings a aio Workspace Variables deen K workspace Prompts ae E workspace Grammars bis La Yogue Servers H A mrs Yogue Applikation 1 Elf Example oe lian Application Variables oe Fy Application Prompts i B Application Grammars oe lel Application Resources iE CallFlow 1 Rightclick an application in the workspace to open the application s workspace The following options are available e New enables the creation of a new application or callflow e Copy copies the selected application with all its settings to the clipboard e Paste creates a copy of the selected application e Delete removes the selected application from the workspace e Rename changes the application s name e Export Element serves for exporting an application to an archive file You find more information on this in Abschnitt 5 1 1 2 Exporting a Workspace Element auf Seite 75 e Properties represents a summary of the general and lingual application settings You receive general information such as storage location date of last access file size and application type and you can manage language resources available for the application The Applicatio
139. d settings Tabelle 13 Setting Options in the Content Area HINWEIS f the help server already operates a modified setting does not take effect until a reboot A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Menu Bar 5 1 7 Help This menu item features the following options Option Description Help Contents This menu option opens the Online help Depending on the settings you have made in the Tools gt Preferences menu option this is done in an external browser or in an Appli cation Builder window Dynamic Help This menu option opens the help view with an overview of all topics You find further information in Abschnitt 5 1 7 1 Dynamic Help auf Seite 87 This menu option immediately opens the Search topic in the help view Here you can enter a specific term as online help search item You find further information in Abschnitt 5 1 7 2 Search auf Seite 89 About Application Builder This menu option provides information about the Application Builder You find more information in Abschnitt 5 1 7 3 About Application Builder auf Seite 91 Tabelle 14 Options of the Help Menu 5 1 7 1 Dynamic Help A click on the Dynamic Help menu option opens be below help view in the form of a tab It contains an overview of all topics fe Help x 3 All Topics 5 Application Builder Help 0 To si S
140. d sound file is not contained in the list click on the Import button A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instructions In the opened Import Sound Files dialog click on the Add button and select the files to be imported Then click on Next Select the checkbox of the desired language and confirm your selection with the Finish button 6 Then click the OK button The newly created prompt or the selected prompt file is listed in the left hand section of the Application Prompts tab Each of the selected files or texts to be created are assigned to the language resources made available In this way prompts can be assigned different sound files with the same content but in different languages or prompts may feature texts with the same content but in different languages for output using a TTS engine Example A welcome greeting exists in the languages German English and French and in three sound files These three sound files are assigned to the Welcome prompt Each of the sound files carries the same name but is assigned to the respective language Each sound file is stored in a language specific folder in the application resources That means the sound file with German prompts is stored in a folder for German language sound files as well as analog sound files with English and French prompts are stored in the corre sponding folder for English a
141. d that are ticked off in the Working set content field The Restore Defaults button resets all values to the defaulted ones The performed modifications are copied via the Apply button A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 173 User Interface Views Search Scope Standard Local Help A31003 S2370 U119 4 7619 01 2014 174 OpenScape Xpressions V7 Application Builder User Guide User Interface Views e Info Center The Name and Description of the search engine cannot be modified Enter the internet address of the search engine in the URL field lf the Search all topics radio button is active all topics of the selected search engine are searched If the Search only the following topics radio button is active only pages entered in the Working set content field are searched The Restore Defaults button resets all values to the defaulted ones The performed modifications are copied via the Apply button Search Scope Standard a z ag Local Help 2P Info Center Searches a remote Info Center MV Enable search engine Name Info Center Description Searches a remote Info Center URL i Search all topics i Search only the Following topics Working set content Restore Defaults Sophy cs Delete A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 175 User Interface Views e Web
142. d the user s voice message as valid Polite Playing the announcement list of a control is interrupted as long as the user performs a voice entry Playing the announcement list of a control is only canceled if the speech recognition has recognized the user s voice message as valid Minimum Confi Sets the announcement recognition minimum that the speech recog dence Level nition system must perform for a valid recognition If this minimum portion of an entire announcement is recognized by the speech recognition system the associated command is executed Otherwise the speech recognition will report an error The value may be between 0 and 100 percent Tabelle 65 The Fields of the Recognition Tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Field Description Minimum Confi Sets the announcement recognition minimum that the speech recog dence Level for nition system must perform for a valid recognition while the Barge In announcement list is played The value may be between 0 and 100 percent The default value is 75 seconds No Speech The user must start his her announcement within the time specified Timeout Otherwise it will be canceled Value 0 deactivates this function so seconds that no timeout can occur The default value is 5 seconds Maximum This period in seconds defines how long the announcement of a use
143. d to connect it to the Welcome prompt control 1 Select the Connection option in the palette 2 Click on the Start control and then on the prompt control Welcome The connection between the two controls is displayed 4 2 4 2 Configuring Prompt Controls To configure the created prompt controls you need to assign a prompt to each of them and connect each prompt control with other controls HINWEIS You find a precise description of the Prompt control in Abschnitt 6 3 5 Prompt Control auf Seite 211 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instructions 1 Doubleclick a prompt control The Properties dialog opens 2 Switch to the Announcements tab HINWEIS Make sure that the Announcements tab lists the prompt you created in Abschnitt 4 2 2 1 Creating Prompts auf Seite 46 Each control of type prompt must have been assigned a prompt 3 Click on to add a prompt The list of available prompts is displayed in the opened Select Prompts for Announcements List window 4 Activate the checkboxes of the desired prompt and confirm your selection with OK The prompt appears on the Announcements tab E Properties Ea Change Properties for Prompt Specify the Announcements to be played and the Order of Playback Announcement welcome 0 f Play in same Order as in List i Play in random Order Continue
144. d to the XPR server time zone In other words using the server time zone and the time zone specified here in the Time Profile control there may be a possible temporal difference between the current server time and the location time Based on the time zone and the given server time the calendar profile status and to which controls the call is routed in correspondence to this status is deter mined A possibly existing daylight saving time is taken into account as well Example A company has an OpenScape Xpressions server in Berlin as well as groups in London and New York For the locations in London and New York an individual calendar profile in configured that considers the respective time zone The respective calendar profile considers the time zone of the location in which the agents of the respective groups operate In this way the groups are independent from the time zone of the OpenScape Xpressions server and corre sponding callers Besides selecting a time zone for a time profile from a list a Variable can be selected with a time zone as value So the location and thus the caller s time zone can be dynamically adjusted by using the Compare control and an arbitrary variable in the Definition control You can create a rule in the Compare control that for example refers to a Definition control in dependence of the international prefix of the caller number In this Definition control a value is assigned to a variable This value corresponds to t
145. dd button The following dialog opens in which you receive all possible language resources for selection B Add Languages to Workspace E Add Languages to the Workspace A Select the Languages to be available in the Workspace The List contains the remaining built in and custom Language Definitions O wee Dutch nl nl 1043 built in O Gite English United Kingdom en gb 2057 built in O g English Australia en au 3081 built in C French Fr Fr 1036 built in CJ Serman de de 1031 built in O italian it it 1040 built in C Japanese ja ip 1041 built in L qe Polish pl pl 1045 built in O Portuguese pt pt 2070 built in O Portuguese Brazilian pt br 1046 built in O z Spanish 5 65 3082 built in cei This dialog features the following columns Field Description S The Name serves as unique identifier of a language resource Tabelle 18 Columns in the Add Languages to Workspace Dialog A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 101 User Interface Views 102 Fieid Deseription S O Code The Code describes the values of the Culturelnfo class defined by Microsoft which contain the cultural properties of a country These properties contain the name of the culture the writing system the calendar used as well as the date format and sorted character strings The code consists of a two digit culture code in small letters according to ISO 639 linked to
146. desired entry in the list of search scope sets and click on OK The search scope name appears as link to the right of Search scope Setting a search scope In the left dialog section the Local Help Info Center and Web Search search engines may occur Each entry may appear several times You remove an entry from the list with the Delete button A new search engine is created via the New button The following dialog opens A31003 S2370 U119 4 7619 01 2014 172 OpenScape Xpressions V7 Application Builder User Guide User Interface Views New Search Engine search Engine Type Choose the type of the search engine From the list Available search engine types oyeiLocal Help i SP Info Center ba Web Search na The three search engine types mentioned above are available After you have selected the desired search engine type and clicked on the Finish button the search engine list features this type for this search scope In the right section you can set a search engine s properties All search engines can be activated by ticking off the XEnable search engineX checkbox In the following we will explain the settings of the three possible search engines e Local Help The XNameX and Description cannot be modified lf the Search all topics radio button is active all topics of the selected search engine are searched If the XSearch only the following topicsX radio button is active only pages among those pages are searche
147. e The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 In the Time Profile Settings section you can select and configure time profiles Setting a time profile You need to select a Time Profile for the control Via the Time Profiles button you may create new time profiles or change already existing ones The following dialog opens Time Profiles Time Profiles Configuration Configure Calendar Profiles that shall be available Ge Profiles b k i Frofile Mame Customer Service Rules For Customer Service ki E 4 Day Profile Business Hours cancel a On the Calendar Profiles tab you see the configured Calendar Profiles and their Rules which link a date or a day to a day profile The following icons are available on the Calendar Profiles tab This icon enables the creation of a new calendar profile or of a new rule for the selected calendar profile See Defining a new rule for a calendar profile After you have clicked this icon you can rename a created calendar profile or change the settings of a selected rule See Defining a new rule for a calendar profile You use this icon to remove a selected rule or calendar profile from
148. e menu afterwards the application you created works correctly in this part A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 67 Example Scenario Step by step Instructions 68 4 2 7 Recording Announcements professionally After you have tested the application successfully as described in Abschnitt 4 2 6 Testing the Application auf Seite 64 and have found all announcements useful for your application you should now have the announcements recorded profes sionally in a studio We recommend professional recording services since the quality of individually recorded messages may differ The recommended format properties for announcements recorded in the pcm or wav file format read 8 KHZ sample rate 16 bit resolution channel mono and linear coding For this example this last step is optional However it should become clear that this last step is mandatory for a specific voice application You need to insert the professionally recorded greetings in each control respectively replace the prompts previously used A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Menu Bar 5 User Interface This section contains a detailed description of the single GUI items of the Appli cation Builder and their functions e Menu bar Abschnitt 5 1 Menu Bar auf Seite 69 e Toolbar Abschnitt 5 2 Toolbar auf Seite 94 e Views Abschni
149. e refer to the description in the Help menu Activate the desired checkboxes 10 Click on Next The following dialog which features further copied SQL server settings is displayed Create a Mew Data Source to SOL Server Ea Change the language of SQL Server system messages to Default E Use strong encryption for data M Perform translation for character data Use regional settings when outputting currency numbers dates and z times i Save long running queries to the log file C DOCUME 1 4DMINI 1 DOCSLOCALS 1 T em Browse Long query time milliseconds 20000 C DOCUME 1 4DMINI 1 DOCSLOCALS 1 T em Browse lt Back Cancel Help HINWEIS For a more detailed description of the individual options please refer to the description in the Help menu Activate the desired checkboxes or copy the default settings 11 Click on the Finish button You will receive a Summary of your new data source settings A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 27 Installing and configuring the Application Builder Configuring the Database Access 28 ODBC Microsoft SQL Server Setup A new ODBC data source will be created with the following configuration Data Source Description Server DOC TEST Database Default Language Default Translate Character Data Yes Log Long Running Quenes Yes Query Log File C DOCUME 1T A0M
150. e 7 Options of the File Menu A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 71 User Interface Menu Bar 5 1 1 1 Importing a Workspace Element This feature comprises the import of a previously exported or provided archive file of an application e When importing an application or a workspace element the definition files that include the application configuration as well as the configuration of the resource used and the configured callflows and controls are stored either in a local storage location or on the XPR server in an archive file On the XPR server the archive files are stored in the following directory lt OpenScape Xpressions install gt userdata vogue You can optionally store the resource files themselves such as prompt and grammar files in the archive file see also Abschnitt 5 1 1 2 Exporting a Workspace Element auf Seite 75 e When deploying an application the definition of an application is stored in the XPR database and one of the above application archive files is optionally stored in the following directory lt OpenScape Xpressions install gt userdata vogue see also Abschnitt 6 1 Deployment of an Application auf Seite 177 How to import an application or a workspace element 1 Select the Importing a workspace element option The following dialog opens cy Import Workspace Item ME x Import Workspace Item into current Workspace
151. e Format and Key Layout for Confirm Cancel sections you find options to control the Holiday Greetings control by the caller Section Description of the options Date Format Here you can determine the date entry format e When you select the Day Month DD MM radio button you need to enter the day first followed by the month e g the entry for 28 April reads 28 04 e When you select the Month Day MM TT radio button the entry for 28 April reads 04 28 A31003 S2370 U119 4 7619 01 2014 240 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Section Description of the options Key Layout for In this section you need to define the layout of the keys and Confirm Cancel for the entry confirmation and cancellation functions By clicking the confirmation key the entered date is applied for the search and the search starts With the help of the cancel key the name search starts again The star key is used to confirm entries and the pound key serves for canceling entries by default Holiday Greetings tab On this tab you can perform settings for the assistant proceedings to record holiday greetings The settings refer to a selected calendar profile A day profile corresponds to the assigned date While a calendar profile must already exist before the Holiday Greetings control is used a day profile may be automatically created by the Application Builder at
152. e Prompt Alias ei Welcome Ki Occupied P K Training F Opening Hours R poe meel da Configure available Languages in khe Workspace Settings Editor il Edit this Alias in the Workspace Prompts Editor W Enable or disable Languages For the Application Import Prompts from another Application Import Audio Files into the Application Creating a new application prompt HINWEIS To configure new prompts proceed as already described in Abschnitt 5 3 2 3 Creating a new prompt auf Seite 113 A31003 S2370 U119 4 7619 01 2014 144 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Click on Add and define a Prompt Name an optional Prompt Description and a Prompt File for the prompt fy Create Yogue Application Prompt FE x Set Properties of the Application Prompt Specify Name and Description of the new Yogue Application Prompt Additionally you may specify the different Prompt Texts and the Audio File Prompt Mame Prompt 1 Frompt Description Prompt Texts E English United States Ge English United Kingdom AMP English Australia Prompt File Browse 3 na For each prompt at least one Prompt File must be selected using the Browse button Execute step 1 to step 8 as described in Abschnitt 5 3 2 3 Workspace spanning Prompts auf Seite 112 Editing an application prompt You can edit an already configured prompt by sel
153. e Vogue script and can only be used if there is no music on hold in the PBX or this music can be deactivated OpenScape Xpressions V7 Application Builder User Guide 181 Application Deployment and Controls Deployment of an Application 182 Operators To avoid a clash between the PBX music on hold and the music played by your application you can perform registry entries in the IP APL using parameter values A call that dials a configured application can by means of the Connect control be forwarded to a destination you have specified While being forwarded this call is assigned status HOLD The PBX recog nizes this status and plays its own music on hold But since we want the Vogue script music on hold be played and not the one of the PBX the calls must not be assigned the Hold status during the forwarding For this purpose edit in the registry values of the IP APL the Private REG_MULTI_SZ entry which among other things contains the parameters for SIP devices You deactivate the Hold status for all OpenScape Xpressions scripts by the XPR server with value O for the parameter HOLDFORBLINDTRANDSFER for forwarded calls in blind transfer mode and for HOLDFORSUPTRANSFER for forwarded calls in supervised mode If the Hold status is activated for forwarded calls in supervised mode HOLDFORSUPTRANSFER 1 the HOLDFOR VOGUETRANSFER parameter can only be used to deactivate the Hold status for the Vogue script Con
154. e and stored in a variable for forwarding to the next control If more than one user is found who has the name dialing number that is searched for only one information of the user found first is stored in a variable and forwarded to the next control In a second variable to be forwarded the number of the found hits is always stored It may happen that the variable of the name dialing number does not contain a complete phone number but for example contains only the first three digits In this case the Contact Dialing control looks for all users whose name dialing number begins with the value in the variable and stores an information of the user found first in the variable to be forwarded In a second variable to be forwarded the number of all found users is stored The database field VM_VANITY of any XPR user may be set manually or automatically Manual setting is done with the program DB Tool Automatic setting is initiated in the Mail APL Start the XPR monitor and open the components window Open the Mail APL settings dialog and click on the last tab There activate the checkbox and select the user database field from which the name dialing number is to be created NAME and VM_HI_DSP_NAME are available NAME contains the user name not the user ID VM_HI_DSP_NAME includes an A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 225 Application Deployment and Controls Control Types 226 alternativ
155. e are no floating point numbers and no hexadecimal numbers HINWEIS f you use a non defined variable it is always forwarded as empty character string WICHTIG The value of a string variable may reflect a language name used in a Language control to toggle the application language Such language names may adopt only specific values which are mentioned in Tabelle 44 auf Seite 217 and reflect languages licensed and installed on your XPR server The Application Builder respectively the application created with it cannot determine which languages are licensed and installed in the XPR server It can only determine whether or not a directory or a language file exists In addition the use of definitions in the XML based SSML is supported This serves for creating greetings in prompts by means of TTS But instead of specifying a continuous text for greeting output the text playback can be adjusted with the help of a special notation For example phone numbers may be announced digit by digit and slowly thus for everybody to understand The variables defined with SSML entries can thus be used as prompts Specify the desired entry in SSML for using SSML as text One example of this specification would be lt say as interpret as telephone gt 012387654 lt say as gt which announces the number as phone number You find a list of all possible definitions in SSML in the user guide of the supported speech recognition system e g RealSpe
156. e eek 164 5 3 7 2 Context Menu of the Bookmark View 1 0 20 0 0 cc eee eens 164 9 9 0 Seah VICW erare te Sed oe ee ee oes Re ee oe oi a ee he Se ee 165 D050 1 Capim Bar lCOMS ya 21 2 ted Sb wm oem epee ea wk way nee dee are aoe Bcd ed wet we be 165 5 3 8 2 Context Menu of the Search View 0 eet ens 166 O00 CID VIEWS 2 poiren dd Ga Ad bnew ds Gees das Se elk Be ether shee OR eee eee eS 167 5 9 9 1 Caption Bal ICONS 44 4 44 ens eee hoes Ros AOS ha ee ee Se Ph Ree ees 168 5 3 9 2 Context Menus of the Help View 0 0 0 0 cc eee 169 5 3 9 3 Browsing the Help PageS 0 0 ccc eee eee eee 171 A31003 S2370 U119 4 7619 01 2014 4 OpenScape Xpressions V7 Application Builder User Guide Contents 6 Application Deployment and Controls 0 00 ee 177 6 1 Deployment of an Application 0 0 0 ee ee eee een ees 177 6 2 Elements of the Callflow Editor Palette 0 0 0 0 0 ee eee 185 6 2 1 General Information about the Control 0 aoaaa aaaea aa eee eee 187 627 7 CONMCCHON i Rees te lace iets tea areas 6 Gate Cn heehee A eas ep eae ek Wee 189 OZ IN OU Coca a added saint ech Rend esas thd a aise ded a a adeed AGRON died Bs es Bad ch Aina a Os Nin SBR asked Raa 193 02A CANON EN hee ses atcha ata asd ecaneras tag dead tee nace wae Sd a ene oe ea aL a eae ee Blin 194 60 2 5 SDOEECCM IRNCCOGMINONM oaea e a r ie rw ech ake ees baad ndash area eee res ae a 196 6 2 6 Crealing Raw Dalaiecva 6
157. e grammars already if you have configured them previously These grammars appear in gray writing and cannot be edited here You can however modify the properties of a selected grammar that was configured as workspace grammar via the Edit this Alias in the Workspace Grammar Editor link You reach the Workspace Grammars tab See Abschnitt 5 3 2 4 Workspace spanning Grammars E Application Grammars 2 4 e Yogue Application Grammars All Yogue Application Grammars a This is the list of currently defined Grammars For Example including the defined Workspace Grammar Aliases Each of the Grammars is shared by every item of the Application Be rammar 1 Workspace Grammar Alias E Import Grammars From another Application Import Grammar Specification Files into the Application Creating a new grammar Yogue Application Grammar Details Set the properties of the selected Vogue Application Grammar Grammar Mame Grammar 1 Grammar Description Grammar File ap Edit this Alias in the Workspace Grammars Editor HINWEIS To configure a new grammar proceed as described in Abschnitt 5 3 2 4 Workspace spanning Grammars auf Seite 120 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 149 User Interface Views Click on the Add button and define the Grammar Name the op
158. e name to appear on the display of a Hicom telephone To create name dialing numbers only letters and digits are used Blanks and other special characters are skipped HINWEIS Manual setting may be used for example to store name dialing numbers created from name tokens HINWEIS When toggling from the database field NAME to VM_HI_DSP_NAME or vice versa to create the name dialing numbers the name dialing numbers of all users are automatically created It is not possible to have the name dialing numbers created for only a specific number of users Whether NAME or VM_HI_DSP_NAME Is used for creating name dialing numbers is then stored in the VANITY not VM_VANITY database field WICHTIG Not only the Contact Dialing control but also the Name Dialing control accesses the VM_VANITY database field of the user Verify that this control interprets the value of this database field as you intend it for the Contact Dialing control before you change the value of the database field WICHTIG Not only the Application Builder but also scripts such as ERGO PhoneMail and Caller Guide access the VM_VANITyY database field of a user Verify that these scripts interpret the value of this database field as you intend it for the Application Builder before you change the value of the database field Differences between the Contact Dialing and the Name Dialing Control The Contact Dialing control is similar to the Name Dialing control They differ from each o
159. e newly selected is PhoneMail HINWEIS To select an E script you must be connected to an XPR server You log on in the work area under the Vogue Server entry Connections In case of an error thus a failed script change a control should be set for forwarding the call A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 273 Application Deployment and Controls Control Types 274 6 3 19 Definition Control With the Definition control one or several variables are defined or values are assigned to existing variables Such variables can be read and set in other controls of the same application if they are not write protected A variable can be assigned a string a number a voice file or the value of another variable It does not have to be defined right at an application s start but only when it is needed It is not possible to only declare a variable and define it at a later date A data type is automatically assigned to a variable by value assignment A variable can be defined in more controls than just the Definition control but only this control lets you assign a value to a variable In the DIMF Input control you can for example define two new variables The mandatory assignment of the number of pushed keys and the entered key sequence for these variables may exclusively occur in a Definition control Except for the Definition control variables can be specified for the entire work
160. e specified default language The following dialog opens A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 131 User Interface Views ry Import Application into Workspace Of x Import Application into current Workspace hol ae Specify the Mame of the Application and select the Language that is assigned ta i a j the Found Prompt Texts You are about to import an existing Yogue Application into the current Workspace Importing an Application means creating 4 local Application in the current Workspace which is loaded From the Database and File System of the connected mrs Server Specify the Name the local Application will have in the current Workspace Application Mame mrs Yogue Applikation 1 Specify the Language that will be assigned to the Prompt Texts Found during Import Prompt Language English United States Importing Application For Entry Point Control Skript Contral 1 Back Next gt Cancel 2 Determine the Application Name and the Prompt Language that is assigned to found prompts Since the prompts used in Application Builder applications can only be configured for one language you need to specify only one The language must have previously been activated in the workspace settings See Abschnitt 5 3 2 1 Settings in the Workspace A31003 S2370 U119 4 7619 01 2014 132 OpenScape Xpressions V7 Application Builder User Guide User Inter
161. e the language in which if available speech recognition and TTS is performed All languages licensed and installed in the XPR server can be switched to Before the initial execution of a Language control in an application the application uses the language set during the XPR server setup WICHTIG Ifthe Vogue script routes a caller to another telematics script such as ERGO PhoneMail or EVO the telematics script uses for all greetings the language that the Vogue script defines for the caller This is possible for example by means of the Language control After a caller has selected a specific language in the Language control he she can then be forwarded to a corresponding telematics script with the help of the Script control see Abschnitt 6 3 20 ASR Menu Control auf Seite 282 The configuration dialog of the Language control contains only the General tab on which the setting options described below are available See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 Properties T x Change Properties for Language Change the General Properties For the Control of Type Language General Mandatory Mame Language Control 1 Description M Can be interrupted by the Contact Center Jw Generates raw Data for Statistics Language Settings Default Language English United States Mew Language lt none gt Previous Language none wWworkpath Settings N
162. eak key the name search starts again The star key is used to confirm entries and the pound key serves for canceling entries by default A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 231 Application Deployment and Controls Control Types Name Dialing tab Properties d x Change Properties tor NameDialing Set Menu Parameters and specify Variables to store the Result General Mame Dialing Menu Parameters Menu Timeout seconds 5 Menu Repetitions 3 Name Dialing Parameters Lastname has to be dialed First Only search local Users Play Extension in Selection List Number of Digits required to start Search Maximum Number of matches in Selection List Timeout until Automatic Search seconds Contact Settings User Property Address 1 Variable For Found User VARIABLE2 Restore Defaults Cancel Sophy This tab is divided into the three sections Menu Parameters Name Dialing Parameters and Contact Settings The configuration options of the single sections will be explained in the following table Section Descriptions Menu Param This section refers to playing or showing the hit list of a search From eters this hit list the caller selects a name with the help of the DTMF keys If the hit list is issued and the caller does not select a name the hit list will be issued again Under Menu Timeout
163. earch E Related Topics Ci Bookmarks l Index Depending on the selected help page the bottom margin shows different links e All Topics leads to the help s table of contents e Related Topics shows the links that provide information about the desired element A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 87 User Interface Menu Bar e Bookmarks displays the help pages that you have selected as bookmark e Index opens the keyword overview of the help e Search shows the page on which you can specify a search item for searching the help You can find further information about the help under Abschnitt 5 3 9 Help View auf Seite 167 A31003 S2370 U119 4 7619 01 2014 88 OpenScape Xpressions V7 Application Builder User Guide User Interface Menu Bar 5 1 7 2 Search When you select the Search menu option you are directly taken to the search page of the help Search Search expression t Search scope Default 0 To ES All Topics Be Related Topics Ci Bookmarks el Index Enter the item to be searched for in the Search expression field and then click on Go The hits and their number are displayed in the bottom section of the view HINWEIS The special characters arbitrary sequence any character expression and the Boolean operators AND OR and NOT are allowed in search items Under Search scope you can configure the range in which the
164. ecting it with the left mouse button and modifying the fields in the Vogue Application Prompt Details area You can edit the Prompt Name Prompt Description Prompt Texts and Prompt File field settings You can specify continuous text but also use defini tions in SSML as prompt text HINWEIS You find a list of all possible definitions in SSML in the user guide of the supported speech recognition system e g RealSpeak Telecom Software Development Kit on the supplied DVD for installing the languages to enable text to speech Configuring Languages in the workspace settings editor To edit the language settings click on the Configure available Languages in the Workspace Settings Editor You reach the Workspace Languages tab See Abschnitt 5 3 2 1 Settings in the Workspace Activating deactivating languages for the application To activate or deactivate languages for the application click on the Enable or disable Languages for the Application link You reach the configuration dialog Settings for lt application name gt n there select the languages to be activated with a tick or remove the tick to disable the languages A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 145 User Interface Views Importing prompts Via the Import Prompts from another Application link you can add further prompts from other existing applications analog to the import of prompts from other workspaces
165. ection to be established Example The next figure shows the Select Control Event dialog for a DTMF Menu control In this dialog you select the DIMF key that must be pushed so that the connection to be created is used t Select Control Event x Select the Ewent for the Connection Select the Source Control s Event to Follow the Connection p The Application will proceed with the connected Control if the Event occurs Settee DTMF 3 Event if DTMF key 3 was pressed optional DTMF 5 Event if DTMF key 5 was pressed optional DTMF 6 Event if DTMF key 6 was pressed optional DTMF 7 Event if DTMF key 7 was pressed optional DTMF amp Event if DTMF key 8 was pressed optional DTMF 9 Event if DTMF key 9 was pressed optional DTMF Event if DTMF key was pressed optional DTMF Event if DTMF key was pressed optional ee For each connection the connection name is displayed which is identical with the event name and the position of which as closely as possible to the connection startpoint is automatically defined With the connection you establish a call forwarding from one control to the next The following table summarizes the possible events for each control Control Possible Events for Connections Start Start of application End End of application Tabelle 37 Possible Events for Connections between Controls A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder Use
166. ed specify the variables for filing the confirmed input and the input length You can either use variables already available or create new ones The Variable for confirmed Input stores the A31003 S2370 U119 4 7619 01 2014 204 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types pushed or announced key sequence which was performed as entry by pushing the input confirmation key The Variable for Input Length specifies the number of keys pushed for the entry HINWEIS Both variables in the Input Storage area must be specified for successfully configuring the DTMF Input control and integrating it in the appli cation Announcements tab You select the announcement s for the DTMF Input control here All announce ments or variables assigned to the control are listed in the Announcements column The Gap in the second column is the time that passes before the next announcement is played or before the transition to the next control The entry is made in seconds The default value is 0 seconds The greatest entry you can make here 999999999 seconds Change Properties for Dtmflnput Specify the Announcements to be played and the Order of Playback Announcement A Prompt 1 vARIABLE1 Restore Defaults Cancel Sophy The following icons are available on the Announcements tab This icon enables playing a selected announcement See below Playback options With a c
167. ed when accessing the data provider Database Access URL The URL specifies the local path or the path in a network via which you can reach the driver archive Database Login User This is the user ID for accessing the database Database Login Password Extra Information This is the associated user password The optional information displayed here can be used by a target platform e g Vogue for identifying the workspace database Database Properties Here you can assign specific values to keys or remove such assignments Database Name It serves as unique identifier of the database Tabelle 20 Properties of the Workspace Databases 5 Test a configured database via the Test button and by entering a request in the SQL default This test will show whether a connection to the desired database has successfully been established HINWEIS Data can only be queried Modifying or adding data is not possible A31003 S2370 U119 4 7619 01 2014 106 OpenScape Xpressions V7 Application Builder User Guide User Interface Views e Importing database configurations from another workspace How to import the settings for connecting a database to the Application Builder from another workspace 1 Click on the Ximport Database Configurations from another Workspace link The following dialog opens Import Workspace Databases Iofs Select the Workspace to impor Databases from V Specify the sou
168. editor starts automatically upon opening a callflow A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 95 User Interface Views 5 3 1 Arranging the Views The workspace outline problems search and bookmark views are active and arranged by default as follows Application Builder C shi appbuild_ws A Bi E ET f File Edit view Callflow Search Tools Help malej e e e a 0 v E Workspace 3 N HE Workspace Settings ory Workspace Variables A Workspace Prompts ve Workspace Grammars La vogue Servers Bl mrs Yogue Application 1 m Application Variables ny Application Prompts B Application Grammars i A Application Resources E Callflow 1 O i Callflow Callflow Palette o N Select Start F Marquee Start of Application nN a Application Start ba Sticky Note 2o Callflow Link ea Prompt General Controls Welcome I Start fet End Playback Done fe DEmFInput v E gt Messaging Controls DTMF 1 DtmfMenu amp Connect Menu y 2 Error P Document DTMP2 Playback Done Miscellaneous Controls ED TimeProfile f PRN E CustomDil TimeProfile Control 1 Sabie 2 Compare r Input invalid i T Script BE Outline 52 f eae Prompt Training Contact Center Controls e Playbach Done G aeaii amp Connect
169. eech conversion 1 Click on the plus sign of the corresponding prompt The application alias of this prompt opens 2 Select this entry In the Vogue Application Prompt Details area of the tab you are provided with further setting options A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 113 User Interface Views 114 Setting details of the Vogue Application Prompt HINWEIS Please note that prompts can only be used for the available and configured languages Languages are configured in the Workspace Settings on the Workspace Languages tab See Abschnitt 5 3 2 1 Settings in the Workspace e Prompt Texts In the Prompt Texts field you can enter a text for each configured language This text is transformed in an announcement by means of TTS if the prompt is used in an active application This requires a successfully installed TTS system In addition the use of definitions in the XML based SSML is supported This serves for creating announcements in prompts with the help of TTS But instead of specifying a continuous text for announcement output the text playback can be adjusted with the help of a special notation For example phone numbers may be announced digit by digit and slowly thus for everybody to understand Specify the desired entry in SSML for using SSML as text In the following example a specified number is announced as phone number lt say as interpret as phone nu
170. elds of the Recognition Tab A31003 S2370 U119 4 7619 01 2014 294 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Announcements tab This tab allows selecting or recording an announcement to be played at the control execution This announcement should contain control operation instruc tions for the user E Properties E x Change Properties for AsrExpert Specify the Announcements to be played and the Order of Playback General Recognition Announcements Grammars Results Playback List of Prompts and ariables af z Bii 2 iii ry i Restore Defaults Cancel Apply You are provided with information on handling recordings under Abschnitt 6 3 3 Announcements tab auf Seite 205 Grammars tab On this tab you can select one or several grammar files for speech recognition To this you need to select the corresponding file name of the grammar Each grammar file indicated by the grxm1 extension is loaded by the speech recognition system from the path lt OpenScape Xpressions install gt res E vogue ASR For the single language the files are stored accord ingly in sub directories such as German In the Application Builder you can load every grammar file you select here on this tab from any path and for every language configured in the workspace Since the selected grammar file must also be in path lt OpenScape Xpressions install
171. elect the Yogue Grammars to import into the current Application Select All Deselect All a A31003 S2370 U119 4 7619 01 2014 150 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 2 Select the Application from which the grammar is to be imported The available grammars are automatically displayed 3 Select one or several grammars and click on Next 4 Inthe next dialog activate the checkboxes of the languages to be used for the grammar to be imported Import Yogue Grammars Ble EI Select the Languages to import for w Select the Languages the Grammar Specification Files will be imported For i a Only Files For the selected Languages will be imported into the Application The Languages currently enabled For the 4pplication Target Grammar Folder E English United States american Ge English United Kingdom british ext Finish Cancel 5 Click on the Finish button The imported grammars are integrated in the All Vogue Application Grammars list on the Application Grammars tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 151 User Interface Views Importing grammar files With a click on the Ximport Grammar Specification Files into the Appli cation X link you can import grammar files of the grxm1 format in the appli cation Only these grammar files thus integrated in the application can be assigned to a
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173. en to these files The Application Builder is thus a designer for voice applications The execution of a voice appli cation is performed by the Vogue script which is configured within a telematics APL See Abschnitt 2 2 Operating Requirements auf Seite 15 1 In the course of our descriptions only application for short will be used A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 9 Introduction Application Builder Features The result delivered by the Application Builder is a folder with different XML defi nition files These files comprise the data which define a voice application and dif fer from other voice applications Besides the callflows of an application with all its control and connection properties the files also represent the configuration of the voice applications and the properties of the variables prompts and grammar files used While the creation of an application may occur offline the provision of an appli cation and its execution must have a link to the server The described folders and files are written in the XPR server database upon their provision as well as stored as compressed folder in the setup directory of the XPR server Other Application Builder users can then import view and edit existing voice applications 1 2 Application Builder Features 10 The following table lists the Application Builder features e Creating and editing voice applications Cha
174. en you click the Columns tab the Application Builder exchanges data with the database to receive the names of the table columns If the SQL command on the SQL tab contained a Vogue variable at this time an error message would be created The same happens if on the Data Source tab neither a data source nor on the SQL tab an SQL command has been entered Click on the SQL tab and modify the SQL command in a way that it now contains your desired Vogue variable for example SELECT FROM tablel WHERE ID SGETID The query result is a list of database records which consists of different database table columns The value of each single column of the first record of the result list can be stored in variables You specify this variable in the next step by clicking on Next A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types E Properties _ Oy x Change Properties for DbRead Assign Variables to each of the resulting Database Columns Database Column Assignment List ki Bi ii ry i Database Column Variable For Records Count lt none gt Finish Cancel In this dialog you specify with which variables the columns found in the database are to be connected At the initial call all database columns are read out which may take quite some time depending on the data amount The value in Database Column refers to the names in the database columns
175. en you rightclick a control the following context menu opens for example a Undo Modifying Sticky Mote Redo Modifying Sticky Mote of Cut Copy a Paste MM Delete C Properties Menu options are displayed that you can use to cancel the last modification to undo the last cancellation to delete the selected control and to represent the properties of the selected control In addition you can cut or copy selected controls and paste them anywhere in the callflow editor A31003 S2370 U119 4 7619 01 2014 188 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Elements of the Callflow Editor Palette 6 2 2 Connection To set up a connection two controls e g a DTMF Menu control and a Prompt control must be contained in the callflow editor 1 Click on Connection in the palette The mouse pointer is now represented as plug 2 First click the control from which you want to set up the connection before selecting the control that is to represent the connection target With a click on the second control a connection is established between the two controls if allowed For example a connection between the Start and End control is not allowed or all possible events that can be configured for a connection between controls are covered If the control selected first may have several outgoing connections a dialog appears in which you can select the event that must occur for the use of the conn
176. ent and Controls Control Types 302 The graphic shows that a grammar can be represented as tree Starting from the root as basis the tree branches to its single elements A grammar can solely have one root The tree branches can be ordered in Non Terminals which are repre sented as rectangles The Non Terminals represent a grammar rule and determine and categorize vocabulary The tree leaves are called Terminals and are displayed as ovals The Terminals are the single words of the vocabulary that cannot be further specified thus forming the end of the branch This representation simplifies integrating extensions and modifications If for example a test reveals that many users state workstation instead of office the terminal workstation can be added as variation of the non terminal work While the grammar is visually represented by means of trees it is implemented as a Set of rules in a text file These rules are based on the Chomsky hierarchy for classifying formal languages Such theoretic fundamentals are not required for understanding the given example and for the structure of speech recognition grammars The interested reader may find further information on this subject in appropriate literature and in the Internet The following source text shows two versions for the implementation of the presented example by means of XML Version 1 The first version shows how each single rule is implem
177. ented Each rule contains a unique name rule id and is either fumished with entries Terminals or with references to other rules Non Terminals lt xml version 1 0 encoding ISO 8859 1 gt lt grammar xml lang en US version 1 0 root ROOT xmlns http www w3 org 2001 06 grammar gt lt rule id ROOT scope public gt lt item gt lt ruleref uri CallCommand gt lt item gt lt rule gt lt rule id CallCommand gt lt item repeat 0 1 gt please lt item gt lt item gt lt ruleref uri StandardCallCommand gt lt item gt lt rule gt lt rule id StandardCallCommand gt lt ruleref uri DirectMyCalls gt lt ruleref uri Where gt lt rule gt lt rule id DirectMyCalls gt lt one of gt lt item gt lt ruleref uri Direct gt calls lt item gt lt item gt lt ruleref uri Direct gt my calls lt item gt lt one of gt lt rule gt A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types lt rule id Direct gt lt one of gt lt item gt send lt item gt lt item gt direct lt item gt lt one of gt lt rule gt lt rule id Where gt lt one of gt lt item gt lt ruleref uri Work gt lt item gt lt item gt lt ruleref uri Car gt lt item gt lt item gt lt ruleref uri Home gt lt item gt lt one of gt lt rule gt lt rule
178. ently from a calendar profile but it can only be used in combination with a calendar profile Each day profile can be divided into time units within the 24 hours of a day Each time unit is assigned a status Open Break Closed When recording announcements in the Holiday Greetings control a day profile may only be assigned one announcement A day profile may possess different statuses at different times of day Each status can be assigned a prompt In the Holiday Greetings control a day profile is created that has status Closed all day and is thus connected to only one prompt A new day profile is always created i e an already existing day profile for a date is overridden when newly assigned to this date e Calendar profiles The calendar profile contains a set of rules A rule consists of a date of possibly different formats and a day profile This enables you to link a calendar profile to an arbitrary number of appointments and thus to any number of day profiles The following two restrictions apply Only one day profile may exist per calendar profile A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 235 Application Deployment and Controls Control Types 236 Only one calendar profile can be activated for recording or playing announcements since only one calendar profile can be used in a control The active calendar profile for which the announcements can be
179. ents already assigned to these statuses are replaced so that only the new announcement is valid for the entire day profile independent from the selected status How to create day profiles is described in Abschnitt 6 3 7 Time Profile Control auf Seite 219 e f no day profile exists for a demanded date yet the system automatically generates a new day profile This newly created day profile contains the Closed status all day To this status the new announcement is linked The user may only create an announcement for the whole day and not for specific periods that fall short of or exceed a day It is not possible to record an announcement for example for an afternoon or a pack of announcements for a whole week But it is well possible to record seven announcements for consec utive dates that make up a week Before saving recorded announcements you can play them to check their quality An announcement already recorded for a day is recognized by the system This announcement can be played retained or overridden Recorded announcements are stored in the lt OpenScape Xpressions Install gt Userdata voice loop directory Each announcement receives the format Name of the day profile _ Date pcm A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types A calendar profile with the associated day profiles is selected in the Time Profile control
180. ents column The Gap in the second column is the time that passes before the next announcement is played or before the transition to the next control The entry is made in seconds The default value is 0 seconds The greatest entry you can make here 999999999 seconds A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 211 Application Deployment and Controls Control Types 212 x Change Properties for Prompt Specify the Announcements to be played and the Order of Playback Announcement A welcome D i Play in same Order as in List i Play in random Order Continue from last played Announcement Maximum Playback Time seconds 0 i0 means infinite Restore Defaults Cancel Apply The following icons are available on the Announcements tab Icon Description This icon enables playing a selected announcement See below Playback options With a click on the triangle of one of the icons depicted on the left you open a selection list with the options Add Prompt and Add Variable Depending on the option you have selected the corresponding icon is displayed These icons enable creating a new announcement prompt or variable or adding it to the list See under this table Adding a prompt variable This icon lets you remove a selected announcement or variable from the list Using these icons you can move a selected announcement or variable in the list up
181. ents tab Click on to add the Menu prompt already created in Abschnitt 4 2 2 1 Creating Prompts auf Seite 46 The Select Prompts for Announcements List window opens Activate the checkbox of the desired prompt and confirm your selection with OK The selected prompt appears on the Announcements tab Click on OK to close the Properties dialog Select the Connection option in the palette Click on the DIMF Menu control and then on the connection target e g the Time Profiles control Time Check The Select Control Event dialog opens Select the appropriate event in the event list e g DTMF 1 and click on OK Repeat steps 7 and 8 for the desired connections The following table shows which control the DIMF Menu control is connected to if a specific event occurs Link with Time Profiles control Time Check Prompt control Training Prompt control Input invalid Tabelle 6 Events and the corresponding Connections A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instructions 4 2 4 4 Configuring the Time Profiles Control HINWEIS You find a precise description of the Time Profiles control in Abschnitt 6 3 7 Time Profile Control auf Seite 219 Depending on the time of the call you can use this control to divert the caller to different controls For the example application described here a Time Pr
182. er The Correl DB Read Control enables reading of entries in the Correlation Database Database The Correl DB Write Control is in charge of writing entries in the Correlation Tabelle 36 Tools and Controls in the Palette A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Elements of the Callflow Editor Palette 6 2 1 General Information about the Control A control is added to a callflow with two mouseclicks 1 Select the desired control type in the palette The mousepointer changes 2 Place the mousepointer in the desired position in the callflow editor and push the left mousebutton The selected control is now part of the callflow To move a control select it in the callflow and place it in the desired position with the left mousebutton kept pressed Each control is represented as rectangle with rounded corners Within the rectangle you see the icon the control type and the control name The following figure shows a control of type Start named Start of Application in the callflow editor area TR Start The name of a newly created control is always predefined by the control type description and a digit as numbering e g Prompt Control 1 When you doubleclick a control its Properties configuration dialog opens In this dialog of every control you can perform the following three settings on the General tab e You can enter a Na
183. er By default each Application uses the standard Workpath userdata vogue setting a custom one means adding an additional Subfolder to the standard yWorkpath 4 custom Workpath will be applied to all the Resource Files that are deployed with the Application Use custom Workpath Wiorkpath userdatajvogue Here you can determine if you want to use a user defined or the default working folder The default working folder reads lt OpenScape Xpressions install gt userdata vogue 5 Click on Next The following dialog opens Application Deployment _ Of x Deployment of Xpressions Yoque Application 1 a Specify the Languages the Application will be deployed with Only Resources of the selected Languages will be part of Deployment 4 Target Resource Folder Select All i English United States american ie English United Kingdom british Deselect All g English Australia australian M Only include those Resources that are newer than on the Server 6 Select from the available Workspace Language the language that is to be provided and thus to be exported to the XPR server for the execution of the application Only deploy those Resources that are newer than on the Server By activating this option only those resource files are updated when newly deployed that were modified since the last deployment A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 179 Applicat
184. error invalid entry or entry not recognized no hits no entry timeout ASR Expert Recognized entry success execution error error invalid entry or entry not recognized no hits no entry timeout DB Read Successful reading from the database success empty database entry empty error when reading from the database failed DB Write Successful writing in the database Success error when writing in the database failed Correl DB Read Successful reading from the database success empty database entry empty error when reading from the database failed Correl DB Write Successful writing in the database success error when writing in the database failed Tabelle 37 Possible Events for Connections between Controls A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Elements of the Callflow Editor Palette HINWEIS Not every connection between any controls is possible Whether or not a connection is represented as straight line is automatically decided by the Application Builder The representation may be manually modified though To this the connection must be clicked T Ez Le DkmFMenu DkmFMenu Control 1 E ail oe Prompt Prompt Prompt Control 3 Prompt Control 4 l Faa The connection and its name is then displayed in red In the middle of the connection and on both ends black dots appear as markers
185. es The Application Prompts tab features at the top right margin three more icons the functions of which are explained in the below table This icon lets you filter the prompts on the basis of the assigned languages Filter Prompt Languages Fa Select the Workspace Languages to show the Prompt Properties for english United States fp English United Kingdom Activate the checkbox of the desired language and then click on the OK button Only the properties of the desired languages are displayed This icon is active by default In the icon s active state the areas All Vogue Application Prompts and Vogue Appli cation Prompt Details are positioned next to each other The area All Vogue Application Prompts is found in the left half of the tab When you activate this icon the areas All Vogue Appli cation Prompts and Vogue Application Prompt Details are positioned on top of each other with the area All Vogue Application Prompts always being in the upper half of the tab Tabelle 27 Further Functions of the Application Prompts Tab Using the li icon at the top right margin of the All Vogue Application Prompts area you can sort all prompts defined for the application alphabetically ascending of descending A31003 S2370 U119 4 7619 01 2014 148 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 3 3 3 Application Grammars The list on the XApplication GrammarsxX tab contains workspac
186. es the ID column is of a numerical file type the STATUS column is of a string data type and the STARTDATE column is of file type SELECT FROM tabellel WHERE ID SGETID UPDATE tablel SET STATUS update string WHERE ID 2 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 307 Application Deployment and Controls Control Types 308 UPDATE tablel SET STATUS update string WHERE ID 2 UPDATE tablel SET STATUS update string WHERE ID SGETID UPDATE tablel SET STATUS update string WHERE ID SGETID SELECT FROM tablel WHERE STARTDATE 01 03 2007 SELECT FROM tablel WHERE STARTDATE 01 03 2007 To receive further information about the syntax and semantics of the SQL commands please refer to appropriate literature or tutorials in the internet HINWEIS Please keep in mind that Vogue variables in the SQL command must begin with a character HINWEIS f you have specified a Microsoft Access Database as data source in the ODBC Connection field you can only indirectly enter SQL commands that contain Vogue variables here How to proceed Enter an SQL command without Vogue variable for example SELECT FROM tablel WHERE ID 2 We assume that the Access Database contains a table1 Click on the Columns tab and assign a Vogue variable to a table column for example the GETID variable to the PersonaliId column We assume that tablel1 in the Microsoft Access Database contains a column Personalid Wh
187. estore the original format of the VogueCustomD11 d11 file you need to create a copy of the original file HINWEIS You cannot rename or remove the VogueCustomD11 d11 file In the VogueCustomD11 d11 file methods are implemented that execute an instance and enable the assignment or reference of a specific entry to a specific task This instance or assignment is valid until the VogueCustomD11 d11 file function is executed again by any Customer Specific DII control Arbitrary entries of the lt key gt lt value gt format lead to permanent entries also of the format lt key gt lt value gt by executing the control The execution of the control transforms the output in variables with the keys determining the variable name and the values also representing the value of the variable The result in variable format can be transferred to further controls Example The parameter Command with value Buy the parameter Product with value Apple and the parameter Number with value 3 are specified as entry parameters The names Result with value OK Price with value 120 and Quality with value A are specified as output parameters By invocation of the Customer Specific DII control an instance is initialized that creates as output the SResult OK SPrice 120 and SQuality A variables inclusive values The configuration dialog of the Customer Specific DII control is divided into the General Inpu
188. eveloped with the Application Generator can be imported and also graphically implemented as callflow so that also the former Application Generator applications can still be used So that you do not confuse the import of Vogue applications of the Application Generator with the import of applications created with the Application Builder see Abschnitt 5 1 1 1 Importing a Workspace Element we will in the following use the term download instead of import since the Vogue applications are loaded on your local computer from the XPR server Yogue Applications This is the list of Yogue applications Found on the connected Server Each application displays the extension numbers it is currently bound to Each extension number points to a specific control the application will use as its entry point when reached with this number ff 502 Welcome 1 Fordownloading either select the application or the callflow entered under the application and click on the Import button When you select the application please note that callflows of this application are downloaded without connected Entry Control If you select a callflow the specified Entry control will be downloaded as well HINWEIS You can shorten the Vogue application downloading process by clicking Finish in each of the following dialogs This will copy the default settings for the configurable options that will follow in the dialogs all found resources will be downloaded for th
189. ew Workpath lt nane gt Previous Workpath lt nane gt Restore Defaults Cancel 4oply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 215 Application Deployment and Controls Control Types 216 The General tab is further split up in the areas Language Settings and Workpath Settings In the Language Settings section you specify the default language and the variables for a possible new language or for languages previously used In the Default Language field you determine the language to be used by the application after the execution of Language control if no language is contained in the variable of the New Language field HINWEIS Under Default Language you find all generally possible languages for selection However you need to previously configure the languages in the workspace settings See Abschnitt 5 3 2 1 Settings in the Workspace auf Seite 100 In the New Language field you can select the variable the value of which specifies t
190. ew via Help gt Dynamic Help See also Abschnitt 5 1 7 Help auf Seite 87 E e All Topics 0 To Sip Search me Related Topics Cl Bookmarks l Index HINWEIS f you select the in an infopop option in the Tools menu under the Preferences menu option under Help the context sensitive help is not displayed in the help view but in an infopop More information is contained in Abschnitt 5 1 7 Help auf Seite 87 Depending on the selected help page the bottom margin shows different links e All Topics leads to the help s table of contents e Related Topics shows the links that provide information about the desired element e Bookmarks displays the help pages that you have selected as bookmark e Index opens the keyword overview of the help e Search shows the page on which you can specify a search item for searching the help A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 167 User Interface Views 5 3 9 1 Caption Bar Icons The help view has additional icons in the caption bar Which icons are displayed depends on the link selected in the help view The following figure shows an example HINWEIS The help search page does not correspond to the search view Likewise the help bookmarks do not correspond to the bookmarks of the bookmark view Meaning Fold all elements of the table of contents in this view J Display the categories of the search
191. f controls The Open drawer at start up option can be selected for group folders and determines whether the respective control group is displayed opened at the Application Builder start i e the single controls are displayed in the palette The Pin drawer open at start up option determines if a group folder is furnished with a pen f see below at the Application Builder start HINWEIS The settings of the Tools drawer and of the tools contained therein cannot be edited XSettings X opens the palette settings dialog A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views ioi Font Using Workbench Dialog Font Change Restore Default Layout Details layout options i columns Use large icons ei Icons only Details Drawer options Always clase when opening another drawer i Close automatically when there is mot enough room Never close a Push the Change button to open the dialog for setting the font You can define Font Font size Size Color and Effects Foe ee 21x Font Font style SIZE Regular g Cancel Terminal O Times New Roman Trebuchet MS O Tunga ies O Webdings O Verdana l Effects Sample T Strikeout T Underline pe Color mo Black Script wester ka A click on the Restore Default button resets the font to its original values In the Layout and List layout op
192. face Views 3 Click on Next The application to be downloaded is read out as regards the variables used These variables are listed ry Import Application into Workspace Iofs Import Application into current Workspace s Select the Variables that shall be created as local Variables of the imported i a i Application This is the List of Variables Found For the Application about to be imported Select those Variables that shall be created as local Application Variables Mote that Variables may be used inside the Application even they are deselected here Select All arb ARIABLE arb LOCATION Deselect All Finish Cancel 4 Activate the checkboxes of the variables to be downloaded If you want to download all available variables use the Select All button 5 Click on Next The application to be downloaded is read out as regards the prompts used These prompts are listed ey Import Application into Workspace Iofs Import Application into current Workspace i Select the Prompts that shall be created as local Prompts of the imported i a i Application This is the List of Prompts Found for the Application about to be imported Select those Prompts that shall be created as local Application Prompts Note that Prompts may be used inside the Application even they are deselected here Select All K Prompt 2 K Prompt 3 E Prompt 4 Deselect All K Prompt 5 A Prompt 6 A Prompt 7 Finish
193. fication Files allowing to Fully backup the Application Note that including Resource Files may grow the created Archive File which will result in a longer Upload when exporting to the pressions Server I Include Prompt Audio Files into the Export I Include Grammar Specification Files into the Export I Include other Application Resource Files into the Export 4 Determine whether resource files such as Prompt Files Grammar Files and or other Application Resource Files are also stored in the archive file and thus exported HINWEIS Adding resource files requires an increased storage capacity and enhances the time required for the export depending on the data amount of the files 5 Click on Next ry Workspace Item Export iol x Export of Application Xpressions Yogue 1 A Specify an additional Description of the Export that will be displayed when i i importing the Archive File Export Description foptional lt Back Next Cancel A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 77 User Interface Menu Bar 6 Add an optional comment to the export You can see this comment when importing the archive file 7 Start the export by clicking the Finish button Then you receive a message about the successful export process 9 1 2 Edit This menu has the following options Menu option Function This menu option undoes the last performed modification to the
194. file is automatically copied to the resource folder of the prompts for the corre sponding language HINWEIS The audio file must always have the same name for all available languages so that it can be stored in the corresponding resources folder for the respective language A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Importing prompts How to use prompts of another workspace in the current workspace 1 Click on the Import Prompts from another Workspace link The following dialog opens Import Workspace Prompts A 5 iol x Select the Workspace to import Prompts from Specify the source Workspace Folder to import Prompts From afterwards i j select those Prompts to be imported into the current Workspace Workspace ka Browse Select the Workspace Prompts to import into the current Workspace Select All _ Deselect all All o Refresh Back Hexk gt Cancel 2 Select the corresponding workspace from the selection list or via the Browse button All prompts of the other workspace are automatically displayed with their properties 3 Select the desired prompt and click on Finish The prompt to be imported from the other workspace is integrated in the current workspace and appears in the All Workspace Prompts list Importing all prompts of another workspace To import all prompts of another workspace click on the Select
195. fines how long the voice entry of a caller may last Value 0 deactivates this function so that no timeout can occur The default value is 5 seconds The Fields of the Recognition Tab The values to be set can also be read from a file to be specified in the field under the Use Configuration File checkbox This file is a text file that exclusively contains lines according to the following example Confidencelevel 75 ConfidencelevelBargeIn 70 BargeInMode off MaxSpeechTimeout 10000 Such a file cannot be automatically created by Application Builder but must be created manually The following variables and value allocation notation must be adhered to A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 285 Application Deployment and Controls Control Types 286 Meaning Variable Permis Default Deacti sible value vation values value Confidence level ConfidenceLevel 0 100 15 Barge in confidence level ConfidenceLevel 0 100 15 Bargeln Barge in mode BargelnMode Off Basic Polite Continuou s Polite Talk end delay EndOfSpeehTimeout 0 231 1 Max talk delay NoSpeechTimeout Max talk time MaxSpeechTimeout Tabelle 63 Configuration File for the ASR Menu Control The talk end delay is the time that must elapse after the voice entry of a caller so that the end of the voice entry can be recognized as such The configuration file i
196. ft Access 2003 databases HINWEIS At any rate a user must have privileges of the database commands Select Insert and Update Each driver configuration is operated via the ODBC Data Source Administrator On a 64 bit computer you need to start the ODBC Data Source Administrator in the version for 32 bit applications because XPR is not a 64 bit application You do this via Start gt Run gt oystemRoot SysWOW64 odbcad32 exe 2 4 1 MySQL HINWEIS The instructions refer to MySQL version 4 1 8 nt max or higher and the ODBC driver version 3 51 11 00 or higher Execute the following steps to correctly configure your ODBC driver for setting up the connection to a MySQL database 1 Ona 64 bit computer you need to start the ODBC Data Source Adminis trator in the version for 32 bit applications because XPR is not a 64 bit appli cation You do this via Start gt Run gt oystemRoot SysWOW64 odbcad32 exe A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 21 Installing and configuring the Application Builder Configuring the Database Access 2 Select the System DSN tab User DSN System DSN File DSH Drivers Tracing Connection Pooling About System Data Sources Add Remove ontigure An ODBC System data source stores information about how to connect to the indicated data provider A System data source is visible to all users on this machine including N
197. g Raw Data auf Seite 197 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 283 Application Deployment and Controls Control Types 284 Recognition tab Within this tab you can set specific patterns of behavior for the speech recognition software For example you can configure the minimum level of speech recog nition the announcement start time and recognition of voice commands or the termination of speech recognition due to a timeout HB Properties i l X Change Properties for AsrMenu Specify the Speech Recognition Parameters For the Control General Recognition Announcements Keywords Recognition Parameters Barge in Mode Polite Minimum Confidence Level Minimum Confidence Level For Barge In so y No Speech Timeout seconds 5S y Maximum Speech Length seconds Booo y I Use Configuration File Recognition Storage Variable For recognized Literal Jenone gt ssi Variable For Confidence Level nones Variable For DTMF Key annone gt Restore Defaults Cancel pply In the Recognition Parameters section you can perform the following settings Barge in mode The barge in mode cutting off mode determines when the speech recognition starts during an announcement playback and the announcement playback is stopped In none of the cases the announcement would be repeated like in the DTMF Menu control if required In all cases t
198. g the Application Builder Configuring a Vogue Script ISDN APL Settings E Extensions and bound Protocols This list shows the binding of protocols to extension ranges For inbound calls Protocols Voicemail Extensions Device Locations Resources Outbound Hox oy N Extensions Protocols Logical Name w gt 000 099 A Fax group 4 digital FARG4 w gt 100 199 A CTI Computer Telephony Integration CTI_TELE w gt 200 299 E Fax Group 3 analog FASG3 w gt 300 309 9 YoiceGuide Skript ACD YOGUE Description Version 6 0 1 4431 Build 4431 Cancel Apnly Zi 13 Click on OK to save the performed settings HINWEIS A proper configuration of the Vogue script is displayed if the Vogue script is listed on the Extensions tab A31003 S2370 U119 4 7619 01 2014 20 OpenScape Xpressions V7 Application Builder User Guide Installing and configuring the Application Builder Configuring the Database Access 2 4 Configuring the Database Access HINWEIS This connection is established with the help of an ODBC driver It is sufficient to install this driver on the server only To be able to use the database read and write feature you must configure a connection between the Application Builder respectively the Vogue script and the respective databases The driver is an ODBC driver The following sections include the driver configurations for the setup of a connection to the MySQL Microsoft SQL Server 2000 and Microso
199. ginal control For further information see the Telematic APL chapter in the OpenScape Xpressions Server Administration manual Transfer Timeout This seconds specification defines after which period the connection setup to a subscriber is aborted if he she cannot be reached If the setup attempt is aborted the subscriber next on the list is tried If no subscriber can be reached or no subscriber is specified the call is canceled as error case Only present local Users With the option you determine which users will be considered for the selection of operators and the respective phone numbers If the associated box is ticked off only the local user profiles of the respective XPR server will be read out of the database If the option is inactive all global user profiles listed on all servers of the domain will be considered for selection With a large number of user profiles this selection may affect the system performance or lead to a long runtime until the search is complete OpenScape Xpressions V7 Application Builder User Guide 183 Application Deployment and Controls Deployment of an Application 184 10 Click on Next The following dialog pops up 11 Application Deployment Of x Deployment of Xpressions Yoque Application 1 Specify the Resource Files that will be included into the 4pplication s Archive File which is exported after Deployment x Specify whether the 4pplication s Resource Files shall be included
200. greeting Yes Play greeting Re record delete Continue greeting Play greeting Continue Delete Delete greeting Store greeting in Voicefile and copy it for all time Copy greeting ranges of the day profile No No Switch to next box greeting Yes A31003 S2370 U119 4 7619 01 2014 238 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types This procedure can be shortly summarized as follows 1 2 When the Holiday Greetings control is reached the assistant starts The user enters a date The system checks whether a day profile is already available If no day profile exists a new one is created with the 24 hour time profile Closed If a day profile exists the user may play already existing announcements and keep or rerecord them After a rerecording the user may also play the recorded announcement for example to check its quality You can repeat recording an announcement The user may repeat the process of date querying and announcement recording for any number of appointments The user decides when the entire process and thus the assistant for announcement recording and for linking them to specific appointments is to finish Once the assistant has been shut down the user is forwarded to the next control of the application Specific behavior properties of the control as well as of the assistant
201. haracters are equal to e Leading characters are greater than e Leading characters are not equal to e Leading characters are smaller than e Text contained in e Text is equal to e Value is equal e Value is smaller than e Value is greater than e Value is not equal to A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 269 Application Deployment and Controls Control Types 270 4 Subsequently you determine in the Right Value area with which value the value from the variable in the Left Value section is compared You have the following two options e Inthe Compare with Text field you can enter a text to be compared with the variable set in step 2 e Inthe Compare with Variable field you can select a Variable to be compared with the variable set in step 2 The value of the Variable to Compare is now compared with the value from the variable in the Right Value section or with the permanent text under consideration of the Condition This assignment is stored as rule and imple mented in the application upon the execution of the Compare control Depending on the result of a rule comparison condition applies or not the call is forwarded to the next control Example The callers phone numbers are stored in the Left Value area If you want to filter all calls from Germany use the Leading characters are equal to condition and specify 49 in the Compare with Text field For each caller f
202. he control linked to the Timeout condition is forwarded to if no keyword is recognized after the announcement list has been played and the time set under No Speech Timeout seconds has expired e Off The speech recognition and also the DTMF key recognition does not start until the entire announcement list for this control has been played Basic Playing the greeting list of the control is canceled when the speech recognition system recognizes any tone with a minimum volume It does not matter here whether a keyword has been recognized as valid Valid means that the confidence barge in has been reached or exceeded Tabelle 62 The Fields of the Recognition Tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Field Description Minimum Confi dence Level Minimum Confi dence Level for Barge In Continuous Playing the announcement list of a control is only canceled if the speech recognition has recognized a keyword in the user s voice entry as valid Polite Playing the announcement list of a control is interrupted as long as the user performs a voice entry Playing the announcement list of a control is only canceled if the speech recognition has recognized a keyword in the user s voice entry as valid Otherwise after expiration of the maximum talk delay the announcement list will be continued from the point at which it was inter
203. he language to be used after the execution of this control The permis sible values are found in Tabelle 44 auf Seite 217 Please keep in mind that the variable value must be written in capital letters The assignment of such a value to a variable must have been performed in another control for example a Definition control or a DB Write control before the execution of the Language control If this field does not contain a value the Default Language is used HINWEIS No variables can be created at this point The variables to be selected are specified either for the workspace or for the application A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Language Variable value German GERMAN English United Kingdom BRITISH English USA AMERICAN Flemish FLEMISH French France FRENCH French Canada CANADIANFRENCH Italian ITALIAN Dutch DUTCH Portuguese Brazil BRAZILIAN Portuguese PORTUGUESE Russian RUSSIAN Spanish Spain SPANISH Spanish USA AMERICANSPANISH TURKISH CZECH WALLOON Tabelle 44 Name of the new language HINWEIS When setting the variable read out of the New Language field please only select one of the languages licensed on your XPR server and configured in the Application Builder workspace The language dependent files such as prompt and grammar files are loaded either from the lt
204. he time Zone associated to the caller s location The value must correspond to the time zone index in the form of a whole number However a rule must be created for each international prefix in the Compare control and a Definition control for each time zone The variable specified in the Definition control can then be assigned to the currently active time profile of the application For example the international prefix 49 corresponds to Germany and thus to the time Zone GMT 01 00 This time Zone corresponds to value 110 in the time zone index Based on the international prefix the Compare control recognizes the location Germany Subsequently the Definition A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 223 Application Deployment and Controls Control Types 224 control is activated that assigns the time zone index 110 for Germany to a variable If this variable is assigned to an active time profile the variable assigns the time zone GMT 01 00 to the time profile HINWEIS You find further information about the Compare control in Abschnitt 6 3 17 Compare Control auf Seite 267 as well as about the Definition control in Abschnitt 6 3 19 Definition Control auf Seite 274 HINWEIS Please note that especially vast countries cannot only be assigned to one time zone for example USA Russia Brazil so that the international prefix cannot be the only determinant of the time zone In
205. hee aie ease ta eeet eke aps haces 31 Oe Med SOUR SIAC Cot coe halen Sire a Ste ace ee hc a eel etn Wea hi Seat ots N r Sh eet Spe a reece 31 3 k2 AADDUGALIONS isco 5 Shed eet eS As th se eS ea ee ee a 32 a Dee A CUON isk aa a eee a ne eee ee Oe eae ae ee ee ee ee eg ee 32 3 2 Olaning the Application BUNGE sr dressa tanan ot eee ooh hee eet wee ea he dd 34 IS OM OV OI IOW nano ok tal oh nae eaa oe a 8 es Gis Sut ah Sin Re Se Se en SAS a aR 35 4 Example SCenaniOnw 2 22 07 cbse eta se ak ORE p SOR Geeks re bee eee ee ORS Oe ee eee ee 37 4 1 Configuring a Voice Application n anaoa wae SEM SO REA he eS Eee ee he obs 37 4 1 1 Creating a Concept n Wd nae ss Sard dt aabieed ates Saba ead Sade wae eet Ete 2 aa ane aoe eaves Bw eee Re 37 EF We NAV I GANG ths Sys ans ts Segtctacdn state a a gee Go ere Rie con Sees a te acdc eed Gee Gwe a ack amp Eton eee 38 4 2 Step by step Instructions vtec eee wis RES ERES we WAR SO ee Ow ale oe Se oo and Beek MEER 40 4 2 1 Creating Application and Callflow 0 0 0 cc ee eens 41 4 2 1 1 Creating anew Application 0 naaa aaaea eee eee 41 4 2 1 2 Creating a new Callow 25 5 4 4 2c6542045 nd ie cee tds ek ow ah 44e td eek ee hee Sted 43 4 2 1 3 Setting the Language bee Sane RRA See RAR SEAS ome Ser oa eete ed elmo hee ee 44 A2 A MISTI VOM St sss bei itd sats Mae om ae a ccm alee deter Massie dente ahha a tae ian th we te ates aie Mead 46 4 2 2 1 Creating PromMDIS cinco
206. hen downloading these directories will be searched for audio files the names of which resemble the audio files of the default language in the application workpath These will then be stored as resources in subfolders of their workspace in the Application Builder depending on their language A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 9 Click on Next The application to be downloaded is read out as regards the grammars used These grammars are listed ry Import Application into Workspace _ Of x Import Application into current Workspace hs Select the Grammars that shall be creaked as local Grammars of the imported i a i Application This is the List of Grammars Found For the Application about to be imported Select those Grammars that shall be created as local Application Grammars Mote that Grammars may be used inside the Application even they are deselected here Select All Deselect All Finish Cancel 10 Select the grammars to be downloaded If you want to download all grammars used click on the Select All button to mark them In the Application Builder grammars can have specification files in different languages so that the same grammar with the same content can be used in different languages A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 135 User Interface Views 136 11 Click
207. hive file at a local storage location click on the Browse button to define a local storage location as well as a name for the archive file Export to an Xpressions server If you want to export the application to an XPR server you need to select a Login Profile for connecting the server and click on the Login button for logging on HINWEIS f you want to log on to the XPR server automatically activate the Automatically log on with this profile if not already logged in option Via the Logout button you can close the connection to the server and define another logon profile HINWEIS f you are already connected to an XPR server the bottom area of the dialog displays a message indicated with i This message informs you with which user you are logged in and at which server A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Menu Bar 3 Click on Next The following dialog opens ry Workspace Item Export iol Ea Export of Application Xpressions Yogue 1 A Select the Application s Resource Files that will be included into the exported i j Archive File Specify whether the 4pplication s Resource Files shall be included into the Export or not The created Archive File will always contain the Definition Files of the Application and its hosted Items Additionally the Archive can be created including the corresponding Resource Files Prompt Audio Files Grammar Speci
208. ics vanity Dialing Variable For vanity Number Contact Property Address 1 Result Storage Variable For User Count Variable For Found Contact Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 In the Vanity Dialing section of the tab you can assign the Vanity code to the desired contact property Field Description Variable for The Variable for Vanity Number specifies the variable the value of Vanity Number which stores a name dialing number for which a contact is to be found in the database This variable is not identical with the VANITY database field You can only use variables that have already been defined for the workspace or for the application Contact The Contact Property is an information about a user for example Property department address user name or e mail address This property is read out of the database for the found user and transferred to and saved in the variable in the field for the found user contact see below Tabelle 48 The Vanity and MRS Contact fields
209. id database link is described in Abschnitt 2 4 Configuring the Database Access auf Seite 21 4 Inthe User and Password fields enter optionally the user name and the associated password that has been assigned in the ODBC Data Sources Administrator If you have any questions concerning data security in the existing databases please contact your database administrator HINWEIS Verify that the user has the privileges for performing database queries 5 Inthe Database Query section you enter an SQL command that edits the connected database Here you can also use variables that are available in other controls of the Application Builder You can create new database fields edit existing ones or remove them Please note that the SQL command may depend on the file type of the queried table column and on the SQL used for example ANSI SQL In the following examples the ID column is of a numerical file type the STATUS column is of a string data type and the STARTDATE column is of file type Date SELECT FROM tablel WHERE ID SGETID UPDATE tablel SET STATUS update string WHERE ID 2 UPDATE tablel SET STATUS update string WHERE ID 2 UPDATE tablel SET STATUS update string WHERE ID SGETID A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 311 Application Deployment and Controls Control Types 312 UPDATE tablel SET STATUS update string WHERE ID SGETID SELECT FROM tablel WHERE STARTD
210. ided back to the menu e If the connection to an employee is desired the time of the call must be checked first e If the call is outside working hours an announcement played to the caller informs him her about the working hours Then he she will be guided back to the menu e If the call takes place within working hours the caller will be forwarded to a certain number of employees who are called one after another automatically e If the routing has been successful the waiting loop is finished by hanging up e If the line is busy or nobody answers the call the announcement is played to the caller that he she should try again later Then the connection will be closed The demands are thus defined but not yet adjusted to the Application Builder functionality In the next step a plan will be made up as to the implementation of the example concept in the Application Builder 4 1 2 The Draft After you have written down the course of the procedure you should outline your draft A draft is quite useful for representing the entire flow of your customer service over the telephone This draft is to contain a tree structure with a starting field and branches and leaves Each of these leaves corresponds to an element or a control of the Application Builder Each Application Builder control represents a specific action in the voice appli cation and has thus an individual function For example there is a control for playing ba
211. if he she switches to the appropriate language In the Time Profile Control the caller is diverted to different controls depending on the time the call happened The Contact Dialing Control searches an XPR contact name phone number fax number etc for a short name Using the Name Dialing Control a caller searches for desired users of the system The Holiday Greetings Control enables recording greetings by calling an application and the playback of such greetings on any days using time profiles The Questionnaire Control asks the caller questions The answers are recorded and then sent to the company s employee in charge via e mail with a voice file attachment or as voice mail for playback via telephone The Delay Control allows interspersing breaks in the callflow Te ze Tabelle 36 Tools and Controls in the Palette A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 185 Application Deployment and Controls Elements of the Callflow Editor Palette 186 Functionality The Record Control enables re recording an existing greeting by the caller Messaging controls The function of the Connect Control is to dial a list of telephone numbers one after another after one or several greetings have been played You will be connected to our hotline now Please hold the line E With the help of the Questionnaire Controlyou can send documents e g e mails
212. iguration In this area you can configure the login behavior and the user profile for the login With a click on at the top right margin the following dialog for configuring a service provider starts User profiles Server Advanced Settings The following user profiles are currently available User profiles contain a server name and a user account An optional password may be entered for server access Yerlication Profiles Hew EAdministrator Edit Frodo Beutlin John Doe Rename Delete Test Change Password Change Default Profile The available Profiles are listed The profile highlighted with a dot is the default profile In this dialog can define and edit the user profiles for different servers for logging on to the XPR server Click the New button to create a new profile Specify the Profile Name the User ID the Server and the Password for the server access User ID and password must allow access to the server You receive further information about this dialog in the XPR Service Provider MSP section of the OpenScape Xpres sions Server Administration manual In the Login Configuration area you can activate a checkbox to determine that the Application Builder automatically connects to the XPR server at the appli cation start In a combo box you can also specify the user profile for this login Determine the desired Login Behavior A31003 S2370 U119 4 7619 01 2014
213. ilder User Guide Application Deployment and Controls Control Types Field Deseription o Variable for DTMF key If you enter a command via DTMF keys you may here specify the variable in which the pressed key is stored For each of the fields in the above table a new variable can be created via the Create new variable link Announcements tab This tab allows selecting or recording an announcement to be played at the control execution This announcement should contain control operation instruc tions for the user Properties l j x Change Properties for AsrMenu Specify the Announcements to be played and the Order of Playback General Recognition Announcements Keywords Playback List of Prompts and Yariables af Bii P ry i Restore Defaults Cancel only For the tab s operation please refer to the descriptions in Abschnitt 6 3 3 Announcements tab auf Seite 205 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 287 Application Deployment and Controls Control Types Keywords tab On this tab you define the keywords to be recognized and the corresponding DTMF keys to be pushed Properties E X Change Properties for AsrMenu Specify the Keywords to be recognized and the alternative Phone keys Each Keyword List Entry will represent an additional Event of the Contra General Recognition Announcements Keywords
214. information on the process and systematics of speech recognition from various manuals in the documentation directory of the supplied speech recognition system by Nuance Vocalizer WICHTIG Verify that the speech recognition system is available in all languages used by your application The ASR Menu control contains four tabs General Recognition Announce ments and Keywords A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types General tab On the General tab of the ASR Menu control the following settings can be performed See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 a te a d l x Change Properties for AsrMenu Change the General Properties For the Control of Type 4erMenu General Recognition Announcements keywords Mandatory Mame 4srMenu Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data for Statistics Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creatin
215. inimized and docked to the bottom left margin in the form of toolbars With a click on one of the icons listed in Tabelle 16 the associated view is displayed again Click on the amp icon to restore the previous total view HINWEIS The minimized callflow editor or editor area appears as toolbar on the right margin of the Application Builder window A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 97 User Interface Views Application Builder C shi appbuild_ws File Edit View Callflow Search Tools Help l mele 19S e e E Displays the workspace nt gt Start F Marquee Start of Application l ar a Sticky Note to Callflow Link Prompt General Controls romp Welcome Displays the outline view Application Start 4 Start i End Playback Done fo DtraFTanuk A gt Messaging Controls amp Connect g Document gt Miscellaneous Controls E CustombDll Connection Failed A 4srMenu g AsrExpert Database Controls i End DbRead End of Application 1 Db Write CorrelRead i v Restores the total view Displays the problem view Displays the bookmark view Displays the search viev The following table contains a list of all icons used for indicating the minimized views Workspace Editor area or callflow editor Properties view Outline View Bookmark view Problem view Search view Tabelle
216. ining different applications Searching for specific characteristics and elements of all applications For example all applications that use a specific prompt can be displayed In case of a successful search the results also deliver the prompt position within the application Using bookmarks for indicating the most different positions in the appli cation Integrating prompts in the available languages Supporting text to speech TTS for announcing text Definition of variables to store and forward data and information Importing Application Generator applications used so far in the Appli cation Builder e Creating and modifying callflows that represent the possible functionality within a voice application Creating a callflow within a clearly structured graphical editor Attaching notes to a call flow Linking different call flows e Language modification for GUI documentation and online help after a program reboot A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Introduction Features of an Application 1 3 Features of an Application An voice application created with the Application Builder may have the following features Playing and re recording of sound files Application flow control by the caller using a menu and making entries via DTMF keys or voice Performing actions depending on date weekday national holidays and time considering the time
217. ion Deployment and Controls Control Types 272 6 3 18 Script Control With the help of this control you can start another protocol E script By this B channels of an ISDN line can be kept free The following example illustrates this advantage Example A PBX forwards a call to the XPR system in which the Vogue script is started Now PhoneMail is required for example Without a Script control the call is routed back to the PBX and XPR system in which PhoneMail is started Thus 3 B channels are occupied The script now contains the feature that a call does not have to be sent back from the XPR to the PBX but is forwarded within the XPR system to PhoneMail Thus only one channel is used instead of the previ ously 3 B channels that were occupied and thus resources are saved If the Connect control and not the Script control is used to call a voicemail system two of the three B channels can be abolished by path replacement See Abschnitt 6 3 14 Connect Control auf Seite 252 HINWEIS Still the script to be selected must have been configured in the same Telematic APL as the Vogue script All defined scripts are displayed in the selection field however Before you select a script you have to make sure that this script has been configured in the same telematics APL e g IP or ISDN APL as the Vogue script A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Cont
218. ion Deployment and Controls Deployment of an Application 180 Click on Next The dialog shown below is displayed Application Deployment _ Of x Deployment of Xpressions Yoque Application 1 Specify special Settings and Features of the Application Application Features M Accept Call at Application Start Enable Music on Hold during Transfers Audio File gt default 8 Activate the checkbox of the desired feature Accept Call at Application Start Accepting a call establishes a valid connection between the caller and the system and the corresponding call charges will be calculated for the caller You can use the Accept Call at Application Start option to set the time at which the charge counter becomes active and the caller incurs costs By activating or deactivating the checkbox you can toggle the Offline and Online mode If the Accept Call at Application Start option is active the call will be accepted at the application start The Online mode is active The call is accepted no matter whether an application is Open because of the time profile for example Call charges will definitely be incurred If the Accept Call at Application Start option is inactive the Offline mode is enabled The call will not be accepted and remains free of charge until the following events occur e Acallis directly accepted before the performance of a control in which an announcement must be played F
219. ion to save the current state of the tabs presently displayed in the editor area Using this menu option you can save the state of the call flow currently opened in the editor area under a freely definable name Use this menu option to save the state of all tabs presently displayed in the editor area With this menu option you can rename the selected appli cations or call flows This menu option refreshes the view of all areas with reference to the last modifications after saving or deploying an application Modifications to applications are immediately executable but the problem view is not immediately updated Errors and warnings are only put out with saving updating or executing an application Refresh Problems This menu option refers to the Problems view only It updates the problems view according to the current state Print The menu option enables printing the currently opened call flow In the open Print dialog you can select a printer and set print options Switch Workspace This menu option opens the depicted Select Workspace dialog to switch the workspace amp Select Workspace Select the Workspace to use Select the Workspace to use For this Session 4 Workspace is a Directory that stores a Number of Applications Workspace C shiappbuild_ws Browse coc _ Tabelle 7 Options of the File Menu A31003 S2370 U119 4 7619 01 2014 70 OpenScape Xpressions V7 Application Builder
220. ions Manager 7 Alcatel 4400 SIP H323 QSIG Nortel Meridian Tabelle 55 QSIG Function compatibility The restriction only applies if the Connect with PBX option is used Connections In case of an error in the connection to a configured connection target a control for forwarding the call can be used In case of a successful connection the appli cation is shut down after the call has ended A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 15 Document Control With the help of this control documents can be sent e g e mails SMS fax or voice mails The document can be a variable or a text HINWEIS All documents are taken from the lt OpenScape Xpressions Install gt Userdata vogue default directory or from possible user defined subfolders In addition the documents are stored in corresponding directories depending on the language The configuration of the Document control is not divided in tabs but in the following steps 1 Inthe End control s configuration dialog you enter the Name and Description or modify these specifications See Abschnitt 6 2 1 General Information about the Control auf Seite 187 E Properties i F iol x Change Properties for Document z Mandatory Mame Document Control 1 Description Jw Generates raw Data For Statistics Attachment Fie
221. ions V7 Application Builder User Guide Example Scenario Step by step Instructions 5 Click on the OK button to confirm your language selection and to close the dialog The selected languages appear on the Workspace Languages tab F eis Workspace tting a Workspace Settings Workspace Languages 4 Workspace Databases All Workspace Languages Workspace Language Properties This is the list of the Lanquages currently available inside the Workspace Set the properties of the selected Workspace Language Every language dependant resource e g Prompt or Grammar has to be available once for each Workspace Language Language Name English United States Z English United States Language Description American English Language QP English United Kingdom Language Code en us g English Australia Remove Locale ID LCID 1033 Extra Information Up Resource Folders F Xpressions Vogue Application Xpressions 8 0 Configure custom Language Definitions A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 45 Example Scenario Step by step Instructions 46 4 2 2 Defining Prompts In this step you define the prompts that you require in the entire application HINWEIS Prompts that you create in the Application Prompts dialog are valid for the entire application 4 2 2 1 Creating Prompts
222. is list includes all entries of your XPR address book and the corresponding options for reaching the conversational partner l e in the list you may not only select a user or another application but also a line assigned to the user or appli cation With a click on the Add Custom Number link you can open the following dialog for entering a phone number that is not contained in your XPR address book fa Select Phone Numbers for Target x Enter Phone Number to add to the Target List 4912345670910 cee A31003 S2370 U119 4 7619 01 2014 256 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Alternatively you can click on hd to deploy a variable as Connection Target which contains the connection information of a contact This information such as phone numbers can be evaluated and used for the connection mechanism In the two columns CCBS and CCNR you can activate Yes or deactivate No these features for the respective entry with a mouseclick in each case CCBS includes the call back feature if the connection was busy during a connection attempt CCNR means that the call is repeated if there was no answer during the connection attempt HINWEIS The CCBS and CCNR options are not possible with all PBXs At the end of this section you receive a compilation of the compatible PBXs and protocols See Abschnitt 6 3 14 Function compatibility Announcement
223. is option the list sequence is disre garded The announcements are played in an order arbitrarily selected by the system Continue from last played _ If the announcement length exceeds the maximum play Announcement time the announcement is abandoned after expiration of this period If this option is selected announcement playback will be continued from the position where the last announcement was abandoned Tabelle 43 Options for playing Greetings in the Prompt Control A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 213 Application Deployment and Controls Control Types 214 Option Description S O Maximum Playback Time In this field you can set a maximum restriction of the play seconds time You can select a time range from 1 to 600 seconds Selecting 0 deactivates this function so that no maximum restriction for the play time exists Tabelle 43 Options for playing Greetings in the Prompt Control Connections In the callflow a call from a Prompt control can be forwarded to another control when the announcements configured in the Prompt control have been played A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 6 Language Control With this control you can change the language of the announcements to be played at the application s runtime This language is at the same tim
224. ith the first execution the announcement is played altogether four times If you enter a O the greeting is not repeated but the caller is directly forwarded to the control configured for the error event after an incorrect entry The feature is then deactivated Tabelle 41 Options for entering DTMF Keys A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 209 Application Deployment and Controls Control Types Announcements tab SS Properties a X Change Properties for DtimtMienu Specify the Announcements to be played and the Order of Playback Playback List of Prompts and Yariables B Bi kii ry i Announcement P A Sccupied F Training Ti Opening Hours A Input invalid Restore Defaults Cancel Apply The setting options on the Announcements tab are analog to the settings described in Abschnitt 6 3 3 Announcements tab auf Seite 205 Connections For each possible entry of a DTMF key 0 to 9 a connection to another control can be established When pushing the corresponding DTMF key a call is forwarded to this control In addition a control can be specified for forwarding in case of an error time out missing or invalid entry A31003 S2370 U119 4 7619 01 2014 210 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 5 Prompt Control A Prompt control serves for playing an a
225. ition Specify the Variables getting a Value assigned and the used Statements Each Command List Entry will be processed when the Control is reached j Assignment Command List ki Ei P ry i Assignment Statement bi v ARIOBLE1 MIDiint start int count string source Restore Defaults Cancel Sophy The following icons are available on the Commands tab k This icon lets you create a new command See under this table Defining a new rule A click on this icon enables you to modify the settings of an already created and selected command in the Edit Assignment Command dialog analog to the Create new Assignment Command dialog a You use this icon to remove a selected command from the list If you have created several commands they are applied in order from top to bottom Using these icons you can move a selected command in the list up or down Tabelle 58 Icons on the Commands Tab A31003 S2370 U119 4 7619 01 2014 276 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Defining a new assignment command 1 Click onthe X icon to define a new command for assigning a value of a new or of an already existing variable The following dialog opens Ai Create new Assignment Command f X Create new Command for Assignment Command List Select the variable and statement of the new assignment command 01 The assigned value can be a variable s value
226. kspace Grammar Description a 2 Specify the Workspace Grammar Name You can optionally enter a Workspace Grammar Description 3 Click on OK and the grammar appears in the All Workspace Grammars list This newly added grammar is empty i e no grammar file has been assigned to it yet To link a grammar to a grammar file click on of the corresponding grammar A subordinate entry namely the application alias of the grammar is displayed When you select this entry you are provided with further setting options in the Vogue Application Grammar Details area of the tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 121 User Interface Views Adding a grammar file HINWEIS You need to assign already existing grammar files to grammars Please note that grammar files can only be used for the available and configured languages Languages are configured in the workspace settings on the workspace languages tab See Abschnitt 5 3 2 1 Settings in the Workspace In the Grammar File field of the Vogue Application Grammar Details area you can add a file of the format grxm1 for each grammar 1 Click on the Browse button The following dialog opens e Select Grammar File Select Specification File for the Application Grammar Select the Grammar Specification File to be used for the Yogue Application Grammar The File should exist For all Languages currently available in the Work
227. kspace and application Only for the language set here you can select language dependent resources such as prompts or grammar files Only for the languages specified here you can use e g a text to speech system for creating prompts from text On the left hand side of the tab you see a list of All available Workspace Languages by default As soon as you have selected one of the listed languages the Workspace Language Properties appear on the right hand side A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Workspace Languages i Workspace Databases All Workspace Languages Workspace Language Properties This is the list of the Languages currently available inside the Workspace Set the properties of the selected Workspace Language Every language dependant resource e g Prompt or Grammar has to be Name ish United States available once for each Workspace Language Language Name Engish United states Language Description American English Language English United States fe English United Kingdom English Australia Remove Locale ID LCID 1033 Extra Information Language Code en us K Resource Folders W Xpressions Yogue Application xpressions 8 0 is Set this Lanquage as Workspace Default Lanquage Configure custom Language Definitions e Adding a built in Language How to add a built in language 1 Click on the A
228. l plus sign and a gray frame 3 Place the mousepointer in the desired position in the callflow editor and push the left mousebutton The control is now an element of the new callflow A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 49 Example Scenario Step by step Instructions 4 Repeat steps 2 and 3 for all controls that your require HINWEIS You can create the controls in an arbitrary sequence However we recommend to consider the geometric order of the controls shown below The callflow editor displays approximately the following image TA Start Start of Application Prompt Prompt Control 1 Sl DkmFMenu DkmfMenu Control 1 HY TimeProfile 2 Prompt Prompt TimeProfile Control 1 Prompt Control 3 Prompt Control 4 Connect a Prompt x Connect Contral 1 Prompt Control 2 j End amp End of Application 1 5 Doubleclick a control e g the Time Profiles control The Properties dialog opens 6 Enter the desired Name e g Time Check and click on the OK button 7 Repeat steps 5 and 6 for all required controls The following table contains a list of the controls required for the example scenario with the corresponding names in alphabetical order Control Type DTMF Menu Menu End End of Application Prompt Input invalid Opening Hours Training Welcome Start Start of Application Connect Connect Tabelle 4 Requi
229. le 8 Options of the Edit Menu A31003 S2370 U119 4 7619 01 2014 78 OpenScape Xpressions V7 Application Builder User Guide User Interface Menu Bar Menu option Function Add Bookmark This menu option pastes a bookmark in the bookmark view for the currently opened control or callflow Bill Add new Bookmark for Yogue Control Bookmarks are represented in the bookmark view and can be selected from there Abschnitt 5 3 7 Bookmark View auf Seite 163 You cannot execute the Undo command for the add bookmark feature Tabelle 8 Options of the Edit Menu 5 1 3 View This menu has the following options Menu option Function Workspace Activates or deactivates the workspace view Outline Activates or deactivates the outline view Properties Activates or deactivates the properties view Problems Activates or deactivates the problem view Bookmark Activates or deactivates the bookmark view Search Activates or deactivates the search view This menu option enables the selective activation of the Problem View Bookmark View Workspace View and Editor tabs In addition you can maximize or minimize the editor area for designing callflows with reference to the window size Reset Perspective A perspective defines the arrangement of all freely positionable GUI elements of the Application Builder window This menu option resets the Application Builder to the defaulted perspective Tabelle 9 O
230. lect Create Repair Compact System Database Advanced idili i None Database System Databaze Options gt 6 Enter a Data Source Name and optionally a Description for the data source 7 Select a Database e Click the Select button to use an already existing database e With a click on the Create you can create a new database HINWEIS The database should be on the local server If the database is at another position within the network a connection to this position mapping must exist with write and read permissions 8 Click on OK to copy the settings The configured data source is now listed in the Data Sources list on the User DSN tab of the ODBC Data Source Administrator 9 Click on OK to shut down the ODBC Data Source Administrator The Application Builder can now access the data source connection you have created A31003 S2370 U119 4 7619 01 2014 30 OpenScape Xpressions V7 Application Builder User Guide First Steps with the Application Builder Functional Concept 3 First Steps with the Application Builder The Application Builder is embedded in an eclipse framework by means of a Rich Client Platform RCP The Application Builder user guidance thus features the eclipse typical views and editors for displaying or editing 3 1 Functional Concept The functional concept of the Application Builder can be defined as follows 3 1 1 Workspace A workspace serves as su
231. lication Variable Details area you can edit already configured application variables as regards the Variable Name settings the Variable Description and the write protection The write protection is active if the True value is set in the Variable is Read only field The False value deactivates the write protection The write protection is active by default HINWEIS The content of write protected variables can thus not be modified when these variables are used in an application You can however assign a value to the variables in the Definition control so that the variables content is not empty This assignment can exclusively be carried out in the Definition control Adding default variables Via the Add default Vogue Application Variables link the following variables of the application are automatically assigned e SCALLER is Calling number that has not reached the system ANI e CALLED describes called number with which the system was reached DNIS e SREDIRECTED stands for the forwarded originally called number with which the system was reached e SCALLTID is the ID of the calls that has reached the system A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 141 User Interface Views 142 Importing variables Via the Import Variables from another Application link you can add further variables from other existing applications analog to the import of variables from other workspa
232. lick on the triangle of one of the icons depicted on the left you open a selection list with the options Add Prompt and Add Variable Depending on the option you have selected the corresponding icon is displayed These icons enable creating a new announcement prompt or variable or adding it to the list See under this table Adding a prompt variable Tabelle 40 Icons on the Announcements Tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 205 Application Deployment and Controls Control Types 206 Description This icon lets you remove a selected announcement or variable from the list If you have inserted several announcements or variables they are played in order from top to bottom Using these icons you can move a selected announcement or variable in the list up or down Tabelle 40 Icons on the Announcements Tab Adding a prompt variable Select Add Prompt The Select Prompts for Announcements List dialog opens which lists all announcements already imported and created These greetings are created either for the entire workspace or for an application You can also insert greetings for selection Via the Create new Prompts link you reach the Create Vogue Application Prompt dialog for configuring announce ments for an application The configuration occurs analog to creating prompts for applications see Abschnitt 5 3 3 2 Application Prompts auf
233. lient Configuration Connect to SOL Server to obtain default settings for the Jw a additional configuration options Login ID Administrator Password Po Back Cancel Help 7 Select the radio button With SQL Server authentication using a login ID and password entered by the user 8 Activate the checkbox Connect to SQL Server to obtain default settings for the additional configuration options Then enter the Login ID and the associated Password 9 Click on Next A connection to the SQL server is set up which is already a check as to whether a valid connection to the SQL server exists The following dialog which contains the copied SQL server settings opens A31003 S2370 U119 4 7619 01 2014 26 OpenScape Xpressions V7 Application Builder User Guide Installing and configuring the Application Builder Configuring the Database Access Create a New Data Source to SOL Server IY Change the default database to E efault ka Attach database filename iv Create temporary stored procedures for prepared SOL statements and drop the stored procedures f Only when pou disconnect When you disconnect and as appropriate while you are connected M Use ANS quoted identifiers IY Use ANSI nulls paddings and warnings C Use the failover SQL Server if the primary SOL Server is not available lt Back Cancel Help HINWEIS For a more detailed description of the individual options pleas
234. ll data Instead he she can request individual data such as the status of a purchase order after he she has been authenticated by entering the customer number The configuration dialog of the DIMF Input control provides the tabs General Input and Announcements General tab The General tab of the DTMF Input control contains the following setting options see also Abschnitt 6 2 1 General Information about the Control auf Seite 187 Properties I X Change Properties for Dtmflnput Change the General Properties For the Control of Type DtrmfInput General Input Announcements Mandatory Name DtmFInpuk Control 1 Description M Can be interrupted by the Contact Center Jw Generates raw Data For Statistics Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Input tab E Properties 4 x Change Properties for Dtmflnput Se
235. llfloyy Callflow 2 BRIEC 1 Callflow fi il Start of Application Start Control ft End of Application 1 End Control El DkmfInput Control 1 DtmFInpuk Control i Connect Control 1 Connect Control E HolidayGreetings Control 1 fHolidaySreetings Control pos E Script Control 1 Script Control if Prompt Control 1 Prompt Control A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Elements of the Callflow Editor Palette With a click on Go to Target Control the linked callflow opens in the callflow editor and the Target control appears in a black frame In addition you can cut or copy a selected Callflow Link control and paste it anywhere in the callflow editor The menu option to display properties cannot be selected A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 195 Application Deployment and Controls Elements of the Callflow Editor Palette 196 6 2 5 Speech Recognition An application created by the Application Builder may require an entry Besides making entries via telephone keys speech entries are also possible provided a speech recognition system has been installed The application detects automati cally whether such a system has been installed Speech recognition occurs by a speech recognition software with a speech grammar that decodes announce ments compares them with permanent ent
236. lue of this database field as you intend it for the Appli cation Builder before you change the value of the database field The Name Dialing control contains several greeting texts that for example prompt to enter a name dialing number or inform about the number of hits You cannot set these announcement texts via the Properties configuration dialog Replacing a language file with another language file of the same name is the only option to change the announcement text All voice files of the Name Dialing control have the path lt OpenScape Xpressions Install gt res e vogue NameDial pcm If the replaced language file cannot be used it has most likely a wrong coding format The configuration dialog of the Name Dialing control provides the tabs General and Name Dialing General tab The General tab of the Name Dialing control contains the following setting options See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types E Properties i Change Properties for NameDialing Change the General Properties For the Control of Type MarmeDialing General Name Dialing Mandatory Mame NameDialing Control 1 Description Jw Generates raw Data for Statistics Standard Functions J Use Text to Speech TTS MV Use Telephone Display Ke
237. ly forwarded to the control configured for the error event after a missing entry The feature is then deactivated Three repetitions are allowed by default Tabelle 38 Setting Fields in the Menu Parameters Area In the Input Parameters section you specify the data entry options These are A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 203 Application Deployment and Controls Control Types Field Description Input Confirmation Key In this field you specify or select with which DTMF key 0 to 9 the caller may complete and confirm his her entry before the maximum length of an entry has been reached If for example value 3 has been defined as minimum length and value 6 as the maximum a caller may abort entries being 3 4 or 5 characters long with the input confirmation key The entry will then be continued with the correspondingly linked control The input confirmation key does not allow completely aborting the entry process and switching to the next linked control before the minimum entry length has been reached Entries can be aborted by pushing the input confirmation key on the key pad or by the corresponding voice entry 0 to 9 yes for no for We recommend to enter or here When the number of entered characters corresponds to the maximum entry length the input confirmation key must not be pushed If this field remains empty the function of this key is deacti
238. mber gt 012387654 lt say as gt The user guide of the supported speech recognition system Nuance Recog nizer on the supplied setup medium of the languages for implementing TTS provides a list of all possible definitions in SSML You can obtain further infor mation about SSML from the web pages of the W3C institution e Prompt File In the Prompt File field you can assign already existing audio files of the format wav or pcm to the prompt Proceed as follows A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 1 Click on the Browse button The Select Audio File dialog opens B Select Audio File f FE xj Select Audio File for the Application Prompt Select the Audio File to be used For the Yogue Application Prompt The File should exist For all Languages currently available in the Workspace AddAdditionalattendeeQuestion way di only show those Files that are available for every Workspace Language ak Cancel If you want to insert a file already used proceed with step 2 If you want to add a new audio file skip to step 3 2 Select the desired file and click on OK The selected Prompt File and the languages in which it is available are itemized in the Vogue Application Prompt Details list 3 Click on the Import button The Import Audio Files dialog opens simportAudioFiles Lo Select the Audio Files to import N Select the
239. me when the call is accepted by the application Every callflow must contain a Start control In each application only one Start control can be configured In the Start control s configuration dialog you can set the Name and Description see Abschnitt 6 2 1 General Information about the Control auf Seite 187 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 199 Application Deployment and Controls Control Types Change Properties for Start Change the General Properties For the Control of Type Start Start of Application Connections After an incoming call has successfully reached or started the application it can be forwarded to any other control A31003 S2370 U119 4 7619 01 2014 200 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 2 End Control An application can be terminated with an End control The End control does not only represent the point of exit in the graphic callflow design but has a call control function in an application the call is disconnected from the system A prompt can optionally be played in addition Every callflow must have an End control In each callflow only one End control can be configured E Properties Change Properties for End Change the General Properties For the Control of Type End General Mandatory Mame End of Application 1 Description Jw Gener
240. me for the new control or change the existing Name max 63 characters special characters are not allowed e You can enter an optional freely definable comment as Description This description is displayed as tooltip of the control and does not affect the control s functionality e Furthermore the Restore Default button lets you reset all control settings except for Name and Description to the defaulted values In some controls variables and greetings can be used You can use only variables and announcements that were created or released either for the workspace or for the corresponding application The announcements and variables created in the controls are automatically valid for the entire callflow application A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 187 Application Deployment and Controls Elements of the Callflow Editor Palette Further setting options depend on the control type and are described in Abschnitt 6 3 Control Types auf Seite 199 for each single control HINWEIS A callflow must always begin with a control of type Start and end with a control of type End HINWEIS Several controls in a callflow may have the same name HINWEIS The control types ASR Menu and ASR Expert are released only project specifically The same applies for the Can be interrupted by the contact center checkbox in the properties dialog by some control types Context menu of a control Wh
241. ment and Controls Control Types amp Specify local Resource and Target Folder l x Specify local Resource and Server Target Folder Select the local Resource to be used and the Target Folder on the Server which is specified relative to the 4pplication s Workpath Folder Local Resource r Target Folder as In the Locale Resource field specify the file path at which the configuration file is found This file is stored under the lt OpenScape Xpressions install gt userdata vogue default folder and must have the t xt file extension In the Target Folder field you can create a folder that is defined in the mentioned default directory and serves as storage location for the configuration file Using the following selected or newly to be defined variables in the Recognition Storage section you can store the results of recognizing voice commands or DTMF keys Field Description Variable for recognized This variable saves the entire announcement Literal Variable for Confidence The confidence level determines a percentage between 0 Level and 100 that represents the speech recognition level A value of 100 indicates the complete recognition of an announcement Any value below this percentage conse quently means that a specific portion of the announcement was not recognized You can set the minimum level for this voice recognition degree on the Recognition tab in the Recognition Parameter section Tabelle 67 The Fi
242. ment setting please refer to Announce ments tab HINWEIS The question voice files may be entered on the Questions tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 245 Application Deployment and Controls Control Types Questionnaire tab On this tab you enter the voice files for the questions Properties x Change Properties for Questionnaire Specify the Questions to be played and the Order of Playback General Announcements Questions answers Playback List of Prompts and Yariables af F iH kii ry E Restore Defaults Cancel Apply For further information about announcement setting please refer to Announce ments tab Answers tab On this tab you can perform various settings that refer to recording duration and answer storage as well as define the recipient of these answers E Properties l X Change Properties for Questionnaire Specify the recording time limits the Format of the document and 4 variable to store its Filename optionaly a user to receive the answers General Announcements Questions Answers Recording Time Minimum Recording Time seconds 5 i0 means infinite Maximum Recording Time seconds 30 i0 means infinite Document Settings i Record only answers i Add beep between the answers i Add question before each answer Variable for Document 4R046LE1 Workspace Variable V
243. ments of the Callflow Editor Palette 6 2 Elements of the Callflow Editor Palette The following table shows all available controls of the callflow editor palette and provides a short description of the functionality Icon Functionality Tools The select tool enables the selection of single elements such as controls connections or notes Selected elements can be moved in their geometric as well as structural position The scope selection tool enables the simultaneous selection of several elements with the left mousebutton kept pressed You can then use the select tool to move the selected elements combined to another position The Connection serves for connecting two controls Using the Notice tool you can position comments and notes anywhere in the callflow The Callflow Link enables linking two callflows within an application application The End Control marks the end of a callflow With the DTMF Input Control the caller is able to enter number strings such as his her customer number via the telephone keys The Start Control marks the beginning of a callflow and is mandatory for an The DTMF Menu Control enables the caller to navigate through a menu The Prompt Control plays one or several announcements and branches to another control e g Menu control With the Language Control you can change the language during runtime Thus the caller can e g listen to announcements in his her native language
244. ml lang de DE mode yoice version 1 0 xmilns htkps iiv w3 orgi z001 06 grammar ro lt meta name swirec_compile_parser content 1 gt lt rule id INPUT gt lt one of gt lt item repeat INPUTRANGE gt lt ruleref uri builtin grammarfdigits gt lt bag gt 4CTION confirm s TARE lt item gt lt ruleref uri builtin grammar number gt lt tag gt 4CTION confirm TARGET _number MEANING lt item gt lt one of gt lt item gt Raute lt jitem gt lt item gt Nein lt fitem gt lt fone of gt lt tag gt T4RGET lt bag gt lt item gt lt one of gt lt item gt Stern lt fitem gt lt item gt Ja lt fitem gt lt one of gt lt tag gt TARGETS lt kag gt lt lt fone of gt lt rule gt lt igrammar gt 8 Select the newly integrated grammar file and click on OK The grammar file is automatically copied to the resource folder of the grammars for the corre sponding languages You are taken back to the Workspace Grammars tab HINWEIS The grammar file must always have the same name for all available languages so that it can be stored in the corresponding resources folder for the respective language A31003 S2370 U119 4 7619 01 2014 124 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Importing grammars How to import grammars from another workspace 1 Click on the Import Grammars from another Workspace link The following dialog opens Impor
245. mon Eclipse Runtime Jetty Http Service org eclipse help webapp org eclipse ant core Spani org eclipse core expressi org eclipse equinox prefe org eclipse ui views Frenc Legal Into Show Signing info en Plug in Id El 1 0 0 1 0 0 1 0 0 3 2 102 v20 3 3 0 v2008 3 3 0 v2008 1 0 1 M2007 3 3 0 v2008 1 0 0 v2007 3 3 0 v2008 3 3 0 v2008 3 3 0 v2008 3 3 0 v2007 1 0 1 R33 _ 3 3 0 v2008 3 3 0 v2008 3 3 0 v2008 3 3 0 v2008 3 3 0 v2008 15 x com cycas appbuilder com cycos appbuilder nl1 com cycos appbuilder branding org eclipse gef org eclipse equinox hAtkp ser org eclipse equinox common org eclipse core databinding org eclipse core variables nl_Fr org apache commons l org eclipse equinox prefere org eclipse equinox Atkp ser org eclipse help ui nl_es org eclipse equinox common org eclipse equinox http jetky org eclipse help webapp nl_es org eclipse ant core nl_es org eclipse core expressions org eclipse equinox prefere org eclipse ui views nl_Fr Select an entry Then click on the Legal Info button to receive continuative information in the HTML format In this case your default browser opens Via the Show Signing Info button you are provided with information about the certificate of the selected plug in if it is signed A31003 S237
246. n Builder User Guide Application Deployment and Controls Control Types E Properties X Change Properties for CustomDIl Specify the Input Parameters to be passed to the called Dil Method General Input Parameters output Parameters Input Parameter List hei Bi F ry E Restore Defaults Cancel Apply Click on the icon to enter a name for the input parameter in the Name column and to assign a value to it You can enter variables already defined as well as any text characters Output parameters tab On this tab you specify the input parameters to be transferred to the invoked DII method E Properties E jj x Change Properties for CustomDIl Specify the Output Parameters to receive the Values returned From the Dill Method General Input Parameters Gutput Parameters Output Parameter List hei Ei Pf ry Ei Restore Defaults Cancel Apply Click on the _ icon to enter a name for the output parameter in the Name column and to assign a value to it A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 265 Application Deployment and Controls Control Types The parameters in the Name column are transformed in variables by executing the control The values of the corresponding rows are assigned to these variables Connections Connections to further controls can be established in case of a successful Finished and unsuccessful Error
247. n Builder User Guide 31 First Steps with the Application Builder Functional Concept 32 grammar files Grammar files serve as basis for speech recognition and are assigned to an activated language each Variables Variables are wildcards and storage location for data such as statistical codes phone numbers or DTMF entries The names are freely selectable HINWEIS The properties and components set in the workspace are globally valid and applicable for the entire workspace i e also for all applications available in this workspace Application specific language and database settings are not possible Workspace specific prompts grammar files and variables can be exported to other workspaces though 3 1 2 Applications Applications are designed as models of voice applications using the Application Builder The application configurations are also locally stored in XML definition files Not until the design is complete applications can be compressed in the XPR database or in a file and exported to the XPR system for execution Via one or several phone numbers assigned to the application the application and its call flows can be reached The properties and components configured in the workspace are bequeathed to every configured application and are thus immediately usable Furthermore prompts grammar files and variables can be configured in each application and are only additionally available in the respective application Ap
248. n Variables Application Prompts and Application Grammars are to be configured almost analog to the areas in the workspace of the same name The settings in these sections are however only valid for the respective application You can configure the following elements for configured applications e Application variables Abschnitt 5 3 3 1 Application Variables auf Seite 140 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views e Application prompts Abschnitt 5 3 3 2 Application Prompts auf Seite 144 e Application grammars Abschnitt 5 3 3 3 Application Grammars auf Seite 149 e Application resources Abschnitt 5 3 3 4 Application Resources auf Seite 154 The following descriptions only consider the differences to the workspace spanning settings A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 139 User Interface Views 5 3 3 1 Application Variables The list in the All Vogue Application Variables area of the Application Variables tab contain variables configured in the Workspace Variables area These variables appear in gray writing and cannot be edited here You can however modify the properties of a selected variable that was configured as workspace variable via the Edit this Alias in the Workspace Variables Editor link You reach the Workspace Variables tab See Abschnitt 5 3 2 2 Wo
249. n deploy connections for the following controls if the database query was successful in each case or the database editing failed A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 24 Correl DB Read Control Using this control you can retrieve and put out data records from the XPR server Correlation Database The configuration dialog of the DB Read control is divided in the tabs General and Database General tab On the General tab you can set the Name and Description of the Correl DB Read control See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 Properties E X Change Properties for CorrelRead Change the General Properties For the Control of Type CorrelRead General Database Mandatory Name CorrelRead Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data For Statistics Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197
250. nd Date variables are write protected and cannot be used for saving You need to define a Variable for found User to successfully accom plish the configuration of the Name Dialing control and to use the control in the application Tabelle 50 The Fields of the Name Dialing Tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 233 Application Deployment and Controls Control Types 234 Connections The are two options as events for the connection to further controls The call is forwarded to another control either when the contact was found Finished or in case of an unsuccessful contact search Error Extension of Automated Attendant If you deploy an automated attendant solution as voice dialog system you need to create a Definition control before the Name Dialing control in your application to make finding subscribers more efficient and faster In the Definition control you need to define two variables The variable names must exactly read as follows e AAFILTER e AAFILTERVALUE The value you assign to variable AAFILTER corresponds to a key name or attribute of a data record and variable AAFILTERVALUE corresponds to the key or value of the attribute A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 10 Holiday Greetings Control What are holiday greetings When you
251. nd French language prompt resources The prompt now has three language dependent sound files Analog a prompt can be assigned a welcome text in three mentioned languages If the prompt is used in a control for announcing the welcome text the Vogue script can play the respec tively appropriate sound file independent from the application language or instruct the text to speech engine to put out the entered text The application language is determined by the OpenScape Xpressions server language setting or by the control with the language selection function Create six prompts and name them as follows e Welcome The caller hears a welcome text e Menu The caller hears which menu options are available e Occupied The user is asked to try again some time later and the connection is closed e Training In this greeting the user receives information about training courses and is then routed back to the menu e Opening Hours The caller is informed about the opening hours and then routed back to the menu e Input invalid This greeting is played if the caller has pushed a key different from 1 or 2 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 47 Example Scenario Step by step Instructions Assign an arbitrary text to the prompts for transformation using text to speech HINWEIS Verify that you have installed a text to speech engine compatible to the XPR Xsy
252. nformation Resource Folders The Resource Folder describes the folder in which the prompts and grammar files configured for the workspace or an application are stored according to the associated language For each language already assigned by the XPR system a folder name is already predefined For each user defined language a folder name must be specified in the right column Tabelle 19 Properties of the Workspace Language A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Via the Set this Language as Workspace Default Language link you can define the selected language as language for all prompt grammar and resource files e Removing a built in language How to remove a built in language from the list of workspace languages 1 Select the language to be removed 2 Click on the Remove button The language is removed from the list of workspace languages e Creating a custom language How to create and use a custom language 1 Click on the Configure custom Language Definitions link The dialog of the same name appears Configure Custom Language Definitions Configure the custom Language Definitions p Add remove or edit the custom Language Definitions amp Every custom Language Definition is available throughout the System Sanskrit sa in 1103 Copy Remove OK Cancel 2 Click on the Add button The Add Custom L
253. ng Grammars auf Seite 120 or Abschnitt 5 3 3 3 Application Grammars auf Seite 149 e Language or database on the Workspace Settings Workspace Languages tab or Workspace Databases tab or e Resource on the Application Resources tab Abschnitt 5 3 3 4 Application Resources auf Seite 154 and click on the menu bar on Edit gt Add Bookmark If you want to furnish a callflow with a bookmark open it with a doubleclick on the name of the desired callflow in the workspace and select on the menu bar Edit gt Add Bookmark HINWEIS The bookmarks of the bookmark view do not correspond to the help bookmarks A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 163 User Interface Views 164 5 3 7 1 Caption Bar Icons The bookmark view features the following icons on the right margin of the caption bar Icon Meaning Delete all bookmarks Delete selected bookmark Minimize bookmark view A Maximize bookmark view Tabelle 32 Icons on the Caption Bar of the Bookmark View 5 3 7 2 Context Menu of the Bookmark View You open the context menu of the bookmark view with a rightclick on an entry to be provided with the following options ee To Copy Select All Delete Edit Description Properties Alt Enter e The Go to option opens the page the bookmark refers to e The Copy option copies the content of the selected bookmark to the clipboard
254. ng a break it is forwarded to the DTMF Menu control The caller can then use the menu options to decide how to further proceed with the call Please note that no announcement is played within the Time Profile control but other controls are referred to based on a calendar profile If a prompt file is assigned to the statuses of a calendar profile the storage path to this prompt file is stored in a variable and can be played in other controls such as the Prompt control The configuration dialog of the Time Profile control offers the following configu ration options on its General tab E Properties x Change Properties for TimeProfile Change the General Properties For the Control of Type TimeProfile General Mandatory Mame TimeProfile Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data For Statistics Time Profile Settings Time Profile Time Profiles Time Zone GmT 01 00 Amsterdam Berlin Bern Rome Stockholm vienna Variable For Announcement lt nane gt Restore Defaults JK Cancel Apply See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 219 Application Deployment and Controls Control Types 220 The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is activ
255. nments 4 Confirm your assignments with OK The variable is listed with the created assignment definition Connections As regards connecting other controls we differentiate two options The definition and assignment of one or several variables has either been successful Finish or an error has occurred in this process Error A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 281 Application Deployment and Controls Control Types 282 6 3 20 ASR Menu Control The ASR Menu control acts analog to the DTMF Menu control like a distributor to other controls But the menu is additionally controlled via voice entries and not only using the keyboard By announcement the caller is given an overview of possible controls for forwarding and can then be connected to the desired control With the ASR Menu control the desired control cannot only be selected via DIMF keys but also by voice entry of keywords The keywords are freely selectable when configuring the control During the execution of the control a speech recognition algorithm recog nizes such words and forwards to the corresponding control Contrary to the DIMF Menu control the ASR Menu control cannot be set by parameter configuration in a way that the entry process is repeated in case of an error The solution to this is forwarding the error exit of the ASR Menu control to the same ASR Menu control HINWEIS You can obtain further detailed
256. ns V7 Application Builder User Guide Application Deployment and Controls Control Types The Menu Parameters section offers the following setting options Field Description Menu Timeout Seconds Enter the time in seconds available to the caller to make his her input after the announcement s here If you enter a 0 the caller can wait an undefined period of time until he she makes an entry via a key Menu Repetitions Timeout If the caller has not made an entry the announcement will be repeated In this field you specify how often entries can be repeated until the control linked to the Error event is transferred to The value refers to the number of missing entries In case of value 3 the entry and thus the announcement will be repeated three times so with the first execution the announcement is played altogether four times If you enter a 0 the greeting is not repeated but the caller is directly forwarded to the control configured for the error event after a missing entry The feature is then deactivated Menu Repetitions Invalid If the caller has made an invalid entry i e pressed a Entry DTMF key that is not defined the announcement will be repeated In this field you specify how often entries can be repeated until the control linked to the Error event is transferred to The value refers to the number of invalid entries In case of value 3 the entry and thus the announcement will be repeated three times so w
257. nstalled the value of this variable a text is converted into speech while the application is run through HINWEIS Check whether a text to speech program is installed and whether the text to be converted into speech is available in a language that this program can process The variable may also contain a path specification to a sound file in the pcm or x wav format which is contained in the lt XPR install gt userdata vogue directory This path specification may be a relative path or an absolute UNC path for example lt XPR computer name gt MrsUserdata Voice loop Activate the checkboxes of the desired variables and confirm your selection with the OK button The selected variables are now listed The sequence of the files in the list corresponds to the sequence of the announcement playback see Tabelle 43 auf Seite 213 If you select further variables they will be added to the end of the list Playback options The announcement playback options on this tab are analog to the options described in Abschnitt 6 3 3 Playback options auf Seite 206 Further setting options On this tab of the Prompt control further setting options are available in the lower portion of the dialog The options and the respective significance are listed in the following table Play in same Order as in When you select this option the announcements are List played according to the list sequence specified Play in random Order After selecting th
258. nvalid Inputs field defines the maximum number of entries that may be made after an entry has been identified as invalid Record In the Maximum Duration seconds field a period is defined in seconds that is considered the upper limit for the recording duration After expiration of this period the recording is automati cally finished The recording duration must be between 10 and 180 seconds The default value is 30 seconds Calendar Profile Settings Tabelle 51 Connections In this area you can select the Calendar Profile that you would like to configure The announcements are assigned to day profiles which are assigned to the calendar profile selected here In other words the calendar profile contains the day profiles to which the desired date and the recorded announcement is coupled You learn how to create a calendar profile in Abschnitt 6 3 7 Time Profile Control auf Seite 219 Please note that you can only select a calendar profile if you are connected to an XPR server You log on in the work area under the Vogue Server entry The Fields of the Holiday Greetings Tab There is one connection option for each following control for the successful execution of the control Finished or for an error result Error e g if the maximum number of entry repetitions has been reached 242 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and C
259. o DOCUMENT CONTO oa 44064 na a a Ceca eee needle Gs Lae eda oe teh aha 259 6 3 16 Customer Specific DII Control 0 20 0 0 0 ee eee eens 263 03 17 Compare CONTON eria eu ae ad ee a ee AE ee ard OS Coe aoe SE ek ea eee eS 267 0A SOME COMMON tia aa E E a a E aE EE a E a a E a ie eadoane 212 6 3719 DEIN CONWOl c43 0446 950Gb etiwS whee e baa aaa id ent daw thea Gee eee as 214 6 3 20 ASR MENU GOMOD ox a e dctcseee Gee ata eae al ted had We allem wide a NOR Ah elas Ook ACR a es ae ee 282 CS2 KASR EXPE CONTO aanre ta Ree ee eee Cae ee 2 PR aia he Rane ee eee a oe ee Cee Ree 290 0 3922 IIB Read CONTO ea a asta noida terete nan a a Oy ana Rae a A E ature uote ae earns ane Bee 306 6 3 25 IB VV ENC CONTO x adie wd Gio Hatin ae ati eG eon a th ee ee e eee We ei eae 310 6 3 24 Correl DB Read Control 6 secu om A weace eee ew AE Riad wae Ra wl deep age ae ae Aw tae dw Se 313 6 3 20 Corel DS WNE COMMON e 26 gcin ian ht ees eR oe amp FGI a ae OS REGS Mee U ed Bee ae eda hw eas 315 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 5 Contents A31003 S2370 U119 4 7619 01 2014 6 OpenScape Xpressions V7 Application Builder User Guide History of Changes History of Changes Date Changes Reason 06 2012 First draft 06 2012 MMCC and all ACD controls are no longer supported FRN5712 09 2012 Installation restriction added to Abschnitt Installing and configuring the CQ00221962 Application B
260. o be created NAME and VM_HI_DSP_NAME are available NAME contains the user name not the user ID VM_HI_DSP_NAME includes an A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 229 Application Deployment and Controls Control Types 230 alternative name to appear on the display of a Hicom telephone To create name dialing numbers only letters and digits are used Blanks and other special characters are skipped HINWEIS Manual setting may be used for example to store name dialing numbers created from name tokens HINWEIS When toggling from the database field NAME to VM_HI_DSP_NAME or vice versa to create the name dialing numbers the name dialing numbers of all users are automatically created It is not possible to have the name dialing numbers created for only a specific number of users Whether NAME or VM_HI_DSP_NAME Is used for creating name dialing numbers is then stored in the VANITY not VM_VANITY database field WICHTIG Not only the Name Dialing control but also the Contact Dialing control accesses the VM_VANITY database field of the user Verify that this control interprets the value of this database field as you intend it for the Name Dialing control before you change the value of the database field WICHTIG Not only the Application Builder but also scripts such as PhoneMail and Caller Guide access the VM_VANITY database field of a user Verify that these scripts interpret the va
261. o create a new calendar profile you need to generate a day profile first which can then be accessed by a calendar profile See Abschnitt 4 2 4 4 Creating a day profile auf Seite 57 Abschnitt 4 2 4 4 Creating a calendar profile auf Seite 59 Connect the Time Profiles control in status Open to the Connect control Connect the Time Profiles control in status Closed to the Prompt control Opening Hours A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Creating a day profile HINWEIS A day profile may adopt one of the following three statuses Open Break Closed Example Scenario Step by step Instructions Execute the next steps to create a new day profile that is for example in status Open from 08 00 to 18 30 1 Inthe Time Profiles dialog switch to the Day Profiles tab to create a day profile for the example scenario Time Profiles Time Profiles Configuration Configure Day Profiles that are to be used in the Calendar Profiles Calendar Profiles Day Profiles Profiles ki E Profile Name Default Status Business Hours CLOSED Intervals For Business Hours ki E 4 aa ay 2 Click on and enter a name for the new day profile in our example Business Hours The current status is Closed A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User
262. o the variables in a Definition control so that the variables content is not empty The assignment can exclusively be carried out in a Definition control Adding default workspace variables Click on the Add default Workspace Variables link if you need the variables Current Date and Current Time The variables are integrated in the list of workspace spanning variables The aliases for these variables for Xpressions Vogue applications are DATE and STIME and are write protected A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 109 User Interface Views Importing variables 1 Click on the Import Variables from another Workspace link The Import Workspace Variables dialog opens in which you can select the corre sponding workspace via the Browse button Import Workspace Yariables B ioj x Select the Workspace to import Yariables from y i Specify the source Workspace Folder to import Variables from afterwards i al select those Variables to be imported into the current Workspace Workspace ka Browse Select the Workspace Variables to import into the current Workspace Select All _ Deselect All All o Refresh Back Mexi gt Cancel All variables of the other workspace are automatically displayed with their properties 2 Select the desired variable and click on Finish The imported variable is itemized in the All Workspace Variables list Im
263. ofiles control is created that indicates the business hours to reach the desired conversational partner If someone calls outside your business hours the announcement Business Hours You are calling outside our business hours You can reach us from until lf he she calls during your business hours his her call will be forwarded to a Connect control A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 55 Example Scenario Step by step Instructions How to configure the Time Profiles control 1 Doubleclick the Time Profiles control The Properties dialog opens E Properties ES Change Properties for TimeProfile Change the General Properties For the Control of Type TimeProfile General Mandatory Mame Opening Hours Description W Can be interrupted by the Contact Center Jw Generates raw Data for Statistics Time Profile Settings Time Profile Customer Service Time Profiles Time Zone GMT 01 00 Amsterdam Berlin Bern Rome Stockholm vienna Variable For Announcement lt nane gt Restore Defaults Cancel Sophy 2 Select an existing time profile in the Time Profile combo box or create a new 56 time profile via the Time Profiles button A differentiation is made between calendar and day profiles While calendar profiles define the yearly time range time windows for single days are created in the day profiles HINWEIS T
264. om another Application link to add further resource files from other applications i Import Yogue Resources i Ioj x Select the Application to import Resources from gt Specify the Yogue Application to import Resources From afterwards select i al o those Resources to be imported into the current Application Application pressions Yogue Application Select the Yogue Resources ta import into the current Application Select All Deselect All na 2 Select the Application from which the resources are to be imported The available resources are automatically displayed 3 Select one or several resources and click on Finish The imported resources are integrated in the All Vogue Application Resources list on the Appli cation Resources tab Further features The Application Resources tab features at the top right margin two more icons the functions of which are explained in the below table This icon is active by default In the icon s active state the areas All Vogue Application Resources and Vogue Appli cation Resource Details are positioned next to each other The area All Vogue Application Resources is found in the left half of the tab Tabelle 29 Further Functions of the Application Resources Tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 155 User Interface Views 156 When you activate this icon the areas All Vogue Appli cation Reso
265. ome Welcome JA Welcome Alias For Xpressions Yogue Application Xpressions Prompt Name Welcome In contrast to application spanning announcements workspace spanning announcements are valid in the entire workspace and can be used across the application Workspace spanning announcements are also displayed in the list of application spanning announcements See Abschnitt 5 3 3 2 Application Prompts auf Seite 144 A31003 S2370 U119 4 7619 01 2014 112 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Creating a new prompt How to create a new announcement for the workspace 1 Click on the Add button The Create Workspace Prompt dialog opens Create Workspace Prompt set Properties of the Workspace Prompt Specify Mame and Description of the new workspace Prompt ot The given Properties will also be used for every Target Platform Alias Workspace Prompt Mame Workspace Prompt Description a 2 Define the Workspace Prompt Name 3 You can optionally enter Workspace Prompt Description 4 Click the OK button The newly created prompt is itemized in the All Workspace Prompts list on the Workspace Prompts tab This newly added prompt is empty i e no sound file has been assigned to it yet or it still does not have a text for using text to speech Assigning an announcement to a prompt How to link a prompt to a sound file or to enter a text for the text to sp
266. on Builder GUI Overview 3 3 GUI Overview The graphical user interface of the Application Builder features the following elements e Menu bar The single menu options of the menu bar are described in detail in Abschnitt 5 1 Menu Bar auf Seite 69 e Toolbar The single elements of the toolbar are represented in Abschnitt 5 2 Toolbar auf Seite 94 e Views You find a detailed description of the different views in Abschnitt 5 3 Views auf Seite 95 Workspace Abschnitt 5 3 2 Workspace View auf Seite 99 Callflow editor with palette Abschnitt 5 3 3 5 Callflow Editor auf Seite 156 Outline Abschnitt 5 3 4 Outline View auf Seite 160 Problems Abschnitt 5 3 5 Problem View auf Seite 160 Bookmark Abschnitt 5 3 7 Bookmark View auf Seite 163 Search Abschnitt 5 3 8 Search View auf Seite 165 Properties Abschnitt 5 3 6 Properties View auf Seite 162 Help Abschnitt 5 3 9 Help View auf Seite 167 The menu bar and toolbar are always displayed The views can be optionally displayed and opened and closed as required The following figure shows e g the Application Builder GUI with some of its views The Problems Bookmark Search and Properties views are combined in the form of tabs so that only the Problem view is fully visible A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 3
267. on Variable Details are positioned on top of each other with the area All Vogue Application Variables always being in the upper half of the tab Tabelle 26 Further Functions of the Application Variables Tab A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 143 User Interface Views 5 3 3 2 Application Prompts The list in the All Vogue Application Prompts area on the Application Prompts tab contains already configured workspace prompts if you have previ ously created them These prompts appear in gray writing and cannot be edited here You can however modify the properties of a selected prompt that was configured as workspace prompt via the Edit this Alias in the Workspace Prompt Editor link You reach the Workspace Prompts tab See Abschnitt 5 3 2 3 Workspace spanning Prompts pepleaton promets 2 o ZOT Yogue Application Prompts 3 All Yogue Application Prompts a Yogue Application Prompt Details This is the list of currently defined Prompts for Example including the Set the properties of the selected Vogue Application Prompt defined Workspace Prompt Aliases Each of the Prompts is shared by 5 See Tor Sumer every item of the Application Ponies ele PU een Des nam Besat ale __ E Good Bye Workspace Prompt alias E euet ee English United States dfad 2 AB Prompt 1 Workspace Prompt Alias fie English United Kingdom dfd a Good Morning Workspac
268. on dialog of the Document control closes and the configuration is complete Connections One connection can be set up to a following control if sending the document was successful or unsuccessful A31003 S2370 U119 4 7619 01 2014 262 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 16 Customer Specific DII Control Dynamic Link Libraries DLLs are dynamic libraries that contain features for executing programs and are loaded into the RAM dynamically t e if required Outsourcing program features to different libraries aims at the program code not having to be loaded into the RAM but only the library with the features currently required Furthermore this modularization of program features enables other programs to access this library so that specific features need not be stored several times and thus redundantly The Customer Specific DII control allows an adjusted DII call All configured Customer Specific DII controls refer to the VogueCustomD11 d11 file which is found in the lt OpenScape Xpressions instal1 gt bin path For the Customer Specific DII control function only the VogueCustomD11 d11 file will be accessed You cannot add further DLL files HINWEIS An existing VogueCustomD11 d11 file is not overridden when the XPR server setup is executed anew If you perform modifications in the Vogue CustomD11 d11 file the file can thus not be restored by another setup To r
269. on was executed Besides general application specifications separate raw data is generated for each control Execution data of controls is statistically recorded and stored in the second database table IVR Box Besides general specifications such as the control name or the execution duration during a call the typical control properties are considered The Compare control for example delivers whether the condition of a rule has been fulfilled or the Time Profile control provides the state of the time profile during the call Each IVR Box table is assigned to an IVR Application table You can activate or deactivate the creation of raw data in any control data of the IVR Box In other words in each control you can specify via the Generate raw data for statistics option on the General tab of each control whether or not raw data are to be delivered for the corresponding control The creation of raw data for acontrol is activated by default You cannot deactivate the creation of raw data for an application data of the IVR Application A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 197 Application Deployment and Controls Elements of the Callflow Editor Palette In the Application Builder you can only activate or deactivate the creation of raw data for controls Data can only be further processed by report creation using a report engine the execution or results of which is planned respectively managed
270. onnect Change the General Properties For the Control of Type Connect General Targets nnouncements Mandatory Mame Connect Control 1 Description Jw Generates raw Data For Statistics Connection Parameters Connection Timeout seconds 10 Key to Cancel Connection Connection Setup i Connect with PEY Connect with B Channel Connect using Blind Transfer Result Storage Variable For Connection Result lt none gt Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 In the Connection Parameters area you can configure the following parameters e Inthe Connection Timeout seconds field you specify the maximum duration of a dialing process If you enter 10 seconds for example the system tries to reach the conver sation partner s telephone within 10 seconds If the subscriber or application could not be reached within this time the next phone number in the list is dialed When the end of the list has been reached the control specified as Error control is forwarded to If
271. ontrols Control Types 6 3 11 Questionnaire Control This control serves for asking the caller questions The answers are recorded and will be sent to the company s employee in charge via e mail with a voice file attachment or as voice mail for playback via telephone The configuration dialog of the Questionnaire control is divided in the General Announcements Questions and Answers tabs General tab The General tab of the Questionnaire control contains the following setting options See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 E Properties E X Change Properties for Questionnaire Change the General Properties For the Control of Type Questionnaire General Announcements Questions NSWErS Mandatory Mame Questionnaire Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data For Statistics Navigation Continue key E Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 In the Navigation section you c
272. or example the call is accepted before the execution of the DTMF Menu Prompt or Questionnaire control e Incase of a Connect control the call is accepted in the attempt to forward it to a specified subscriber e Using the Time Profile control the state of the application is checked This does not require a call acceptance yet A Connect control accepts the call only in case of status Open The call is forwarded to A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide A31003 S2370 U119 4 7619 01 2014 Application Deployment and Controls Deployment of an Application a defined subscriber In the statuses Break and Closed or when the condition group full is fulfilled the call is not accepted but only the defined connections are executed Only in the cases mentioned the call is accepted in Offline mode and the application switches to the Online mode WICHTIG The Offline mode may lead to undesired side effects if the function and the ensuing consequences are not harmonized with the application s structure If undesired side effects occur the application s structure must be optimized accordingly Example 1 If a call is received in Offline mode the application is run through until it changes to Online mode The relevant Vogue application is restarted in Online mode with the Entry Control The controls at the beginning of a Vogue application for a call are run through twice
273. orkspace Prompts and Vogue Application Prompt Details or Workspace Prompt Details are positioned next to each other The area All Workspace Prompts is found in the left half of the tab When you activate this icon the areas All Workspace Prompts and Vogue Application Prompt Details or Workspace Prompt Details are positioned on top of each other with the area All Workspace Prompts always being in the upper half of the tab Tabelle 22 Further Functions of the Workspace Prompts Tab A31003 S2370 U119 4 7619 01 2014 118 OpenScape Xpressions V7 Application Builder User Guide User Interface Views HINWEIS Via the Configure available Languages in the Workspace Settings Editor link you reach the Workspace Settings tab You can now add further workspace languages or remove already used ones See Abschnitt 5 3 2 1 Settings in the Workspace auf Seite 100 At the top right margin of the All Workspace Prompts area the following two icons are available fee _ fitp the help eee this icon you can sort all prompts defined for the workspace alphabetically ascending or descending A click on this icon displays only the prompts defined for the workspace in the All Workspace Prompts list The respective aliases can be displayed again via the plus sign of a prompt Tabelle 23 Further Functions of the All Workspace Prompts Area A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 1
274. ou need to have administrator privileges to log on to the XPR server Automatically login with this Profile if not already logged in If login to the XPR server is to occur automatically at the Application Builder start with the specified login profile activate this checkbox HINWEIS f you are already connected to an XPR server the bottom area of the dialog displays a message indicated with This message informs you with which user you are logged in and at which server Via the Logout button you can close the connection to the server and define another logon profile Select the configured Vogue protocol and the configured phone number The control that follows the Start control is automatically used as Entry control A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Deployment of an Application 4 Click on Next E Application Deployment Of x Deployment of Xpressions Yoque Application 1 m Specify the vWorkpath Settings of the Application The Workpath is the root Folder in which the Application expects used Resource Files q Specify whether the Application uses a custom W orkpath or not The Application s vWorkpath is the Folder on the Server the Application uses as its rook Folder The Resource Files being loaded by the Application are always specified relative to the Wiorkpath and thus will be expected underneath the corresponding Fold
275. ound matches are stored in the defined variables HINWEIS The based on grammar file is not be analyzed so that the Application Builder does not list the keys available in the grammar file You thus need to analyze the grammar file yourself for entering valid keys HINWEIS You are provided with a description of how to use keys and their values in the context of grammars for speech recognition in the OSR Developer Guide manual You find this manual in the documentation directory of the supplied speech recognition system by Nuance Vocalizer E Properties a xX Change Properties for AsrExpert Specify the recognized Tags From the ASR Grammar and the Variables to store the corresponding Ukberances into General Recognition Announcements Grammars Results Recognition Result List ki Ki iii ry E Restore Defaults Cancel Apply The following icons are available on the Results tab k This icon lets you create a new key result See under this table Adding a result Tabelle 69 Icons on the Results Tab A31003 S2370 U119 4 7619 01 2014 298 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Icon Description A click on this icon enables you to modify the settings of an already created and selected key in the Edit Recognition Result dialog analog to the Create new Recognition Result dialog Via this icon a selected result is removed from the
276. pace On the left hand side of the tab you see a list of All available Workspace Databases by default As soon as you have selected one of the listed databases the Workspace Database Properties appear on the right hand side e Creating a new database connection How to create and configure a new database connection 1 Click the Add button to open the following dialog set Properties of the Workspace Database Specify Mame Description Archive and the Connection Parameters of the new Workspace Database Configuration 4 Workspace Database Name Workspace Database Description a 2 Specify the Workspace Database Name You can optionally enter a Workspace Database Description 3 Click the OK button The database is listed on the Workspace Databases tab 4 Define the properties of the selected workspace database Property Description Database Description This is an optional description of the database Tabelle 20 Properties of the Workspace Databases A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 105 User Interface Views Property Database Driver Archive Description This archive must be a Java archive that contains the drivers for the database type to be used Database Driver Classname This is the Java class name that corresponds to the driver from the specified archive e g com mysql jdbc Driver and that is instantiat
277. pace Variable is shared by every item in the Workspace and holds an Alias Variable Name For each of the supported Target Platform Application types The Alias can be ANEDE NaN Current Date used from the corresponding Application type ob current Date 5 Current Time Efe USER USER Alias For mrs Yogue Application mrs 8 0 DATE Alias for mrs Yogue Application mrs 8 0 TIME Alias For mrs Yogue Application mrs 8 0 Variable Description The current system date Delete tx In contrast to application spanning variables workspace spanning variables are valid in the entire workspace and can be used across the application Workspace spanning variables are also displayed in the list of application spanning variables with the supplement workspace variables alias Defining a new variable How to define a new variable 1 Click on the Add button The Create Workspace Variable dialog opens M Create Workspace Yariable x Set Properties of the Workspace Variable h Specify Name and Description of the new Workspace Variable 01 l The given Properties will also be used for every Target Platform Alias 0 Workspace Variable Mame Variable 1 Workspace Variable Description as 2 Specify the Workspace Variable Name 3 Enter an optional Workspace Variable Description A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface
278. perordinate container which includes and manages all created elements and configured properties A workspace contains any number of applications as elements which in turn contain any number of callflows that can be linked to each other as elements At the Application Builder start a folder must be created as storage for the workspace at the start In this folder all configurations of the single workspace components are locally stored in XML definition files These files and their contents cannot be used for the execution of created voice applications yet Only an explicit deployment copies the files to the OpenScape Xpressions server and allows an execution For the entire workspace available languages databases prompts grammar files and variables are configured Languages Besides the licensed languages further languages can be activated by means of their language codes and their locale ID The languages are used for configuring prompts and grammar files Databases Already existing databases can be connected so that data can be read out of the database and be stored in the database Prompts Prompts are either assigned to sound files or are created by defining text and a text to speech engine Each sound file is to be assigned to an available language while for each activated language a text can be specified for creation by means of a text to speech engine A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Applicatio
279. plication n Specify the Mame of the Application that shall be created Application Mame Example lt Back Next Cancel The new application has been created and is listed in the workspace L Workspace ei m Be Workspace Settings on Workspace Variables ps ay Workspace Prompts ie E Workspace Grammars After you have created a new application you need to assign a callflow to this application A31003 S2370 U119 4 7619 01 2014 42 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instructions 4 2 1 2 Creating a new Callflow How to create a new callflow 1 Rightclick the previously created application in the workspace 2 Select the New gt Callflow option The Create Callflow dialog opens 3 Enter the desired callflow name 9 Create Callflow X specify Name for new Callflow a Specify the Mame For the new pressions vogue Callflow Callflow Mame 4 Click on OK to confirm you entry and to close the dialog The new call flow has been created and appears in the workspace list gt Workspace a Fo aa Workspace Settings aio Workspace Variables a ay Workspace Prompts E workspace Grammars La Yogue Servers a g Example l E pplication Variables Fy Application Prompts E Application Grammars lel Application Resources After you have assigned a callflow to the created application defining the language for the workspace or application come
280. plication specific language and database settings are not possible Application specific prompts grammar files and variables can be copied to other applications though The Vogue script must be installed and configured in a telematics APL for executing an application The Vogue script is in charge of technically imple menting the application A phone number range is assigned to the Vogue script in the telematics APL The application is assigned a phone number from this range and it can then be reached via this phone number 3 1 3 Callflow Any number of call flows can be modeled in each voice application A graphical editor is used for this purpose Each call flow consists of controls which represent specific features For example controls exist for playing prompts for selection in a menu for entering DMTF keys or using time profiles Each control can be used as often as you wish and be connected to other controls Controls are connected according to specific events or conditions For example the connected control is A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide First Steps with the Application Builder Functional Concept forwarded to after the successful playback of an announcement or selecting a menu option with a DTMF key In addition it is possible to connect different call flows within an application The prompts grammar files and variables configured in a workspace or appli cation a
281. plicitly converted into a string For arithmetic operations only the below instructions ADD SUB MUL and DIV are permitted The operators and f are not allowed e Datei You can also assign the relative path e g to a voice file to a variable For this purpose enter the name of the file for example NameDialTooManyMatches pcm without inverted commas This variable can then be used for example in the Prompt control to play this file to the caller If you enter the file name enclosed in inverted commas not the actual voice file but the name is assigned to the variable as string A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 277 Application Deployment and Controls Control Types 278 Voice files for the Application Builder are stored either in the lt OpenScape Xpressions Install gt Userdata vogue directory respectively in one of the subfolders or in a user defined resource folder HINWEIS Make sure that you configure the prompts as well as the associated audio files in the prompt settings of the workspace or appli cation These configured prompts are assigned to a language and can be retrieved by the Vogue script Phone number if a number prefixed with a plus sign is entered the entry is neither interpreted as number nor as string but as phone number Phone numbers are always normalized Example 4924049010 Phone numbers cannot be added or linked HINWEIS Ther
282. porting all variables of another workspace To import all variables of another workspace click on Select All and then on Finish The imported variables are integrated in the All Workspace Variables list With a click on the Deselect All button you undo all variable selections Further features The Workspace Variables tab features at the top right margin three more icons the functions of which are explained in the below table A31003 S2370 U119 4 7619 01 2014 110 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Function This icon serves for filtering the variable display By enabling this icon you can determine for which applications a variable alias is to be displayed The following dialog opens Filter ariable Aliases x Select the Target Platform Applications to show the Yariable Alias For f ixpressions Yogue Application Xpressions 6 0 Activate the checkbox of the desired application and then click on the OK button Only the variable aliases of the selected application are listed This icon is active by default In the icon s active state the areas All Workspace Variables and Vogue Application Variable Details or Workspace Variable Details are positioned next to each other The area All Workspace Variables is found in the left half of the tab When you activate this icon the areas All Workspace Variables and Vogue Application Variable Details or Workspace Variable Detail
283. ppli cation Grammar Details are positioned next to each other The area All Vogue Application Grammars is found in the left half of the tab When you activate this icon the areas All Vogue Appli cation Grammars and Vogue Application Grammar Details are positioned on top of each other with the area All Vogue Application Grammars always being in the upper half of the tab Tabelle 28 Further Functions of the Application Grammars Tab Using the l icon at the top right margin of the All Vogue Application Grammars area you can sort all grammars defined for the application alphabeti cally ascending of descending A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 153 User Interface Views 154 5 3 3 4 Application Resources The Application Resources tab serves for copying external files to the workfolder of an application so that these files can be used in the callflow controls This enables using files of another file type except for prompt files or grammar files also Among these files you find documents used in the Document control Abschnitt 6 3 15 Document Control auf Seite 259 or configuration files that can be installed in the ASR Menu control Abschnitt 6 3 20 ASR Menu Control auf Seite 282 or in the ASR Expert control Abschnitt 6 3 21 ASR Expert Control auf Seite 290 Resource files are copied to the following folder and can be divided into further
284. prompt Import Grammar Files i ioj x Select the Grammar Files to import M Select the Grammar Specification Files to import into the Application Press i al Next bo specify the Languages the Grammar Files will be used For Grammar Files to import into Application pressions Yogue Application Add Remove a This is the same dialog that can be opened by the following action e Click on the Import button in the Select Grammar File dialog see step 1 auf Seite 122 e Click on the Add button for creating an application grammar then click on the Browse button and eventually click on the Import button see Abschnitt 5 3 3 3 Creating a new grammar auf Seite 149 e Select an application grammar click on the Browse button and click on the Import button Proceed as described from step 4 to step 6 auf Seite 123 Finally click on the Finish button The Import Grammar Files dialog closes The grammar specifi cation file has been imported and is now available for grammars in the set languages A31003 S2370 U119 4 7619 01 2014 152 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Further features The Application Grammars tab features at the top right margin two more icons the functions of which are explained in the below table This icon is active by default In the icon s active state the areas All Vogue Application Grammars and Vogue A
285. ptions of the View Menu A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 79 User Interface Menu Bar 5 1 4 Callflow This menu item is only displayed if a callflow is active in the editor area and features the following options Menu option Function This menu option lets you activate deactivate the grid in the callflow editor 4 Start Application Start Prompt Welcome res Done DtmfMenu Menu Playback Done HD TimeProfile Prompt Ppen TimeProfile Control 1 Q 3 x Input invalid dakai Prompt jaa Training laybackh Done amp Connect Prompt Connect Control 1 Business hours fet End End of Application 1 Show shadow This menu option activates deactivates the shaded display of a callflow s controls Show ruler This menu option adds a ruler to the top left margin of the callflow editor or deactivates it Snap to geometry When you activate this feature and position controls lines are displayed in relation to other controls In this way you can position controls precisely on the same level or in the same distance from each other Zoom in This menu option is only executable when a callflow editor or a control in the callflow is selected All elements in the current callflow are then displayed magnified Zoom out This menu option is only executable when a callflow editor or a control in the callflow is selected All elements in the c
286. r Speech Length may last Value 0 deactivates this function so that no timeout can seconds occur The default value is 5 seconds Tabelle 65 The Fields of the Recognition Tab The values to be set can also be read from a file to be specified in the field under the Use Configuration File checkbox This file is a text file that exclusively contains lines according to the following example Confidencelevel 75 ConfidencelevelBargeIn 70 BargeInMode off MaxSpeechTimeout 10000 Such a file cannot be automatically created by Application Builder but must be created manually The following variables and value allocation notation must be adhered to Variable Permis Default Deacti sible value vation values value Confidence level ConfidenceLevel 0 100 Barge in confidence level ConfidenceLevel 0 100 Bargeln Barge in mode BargelnMode Off Basic Polite Continuou s Polite Talk end delay EndOfSpeehTimeout 0 231 1 Max talk delay NoSpeech Timeout Max talk time MaxSpeechTimeout Tabelle 66 Configuration File for the ASR Expert Control The talk end delay is the time that must elapse after the voice entry of a caller so that the end of the voice entry can be recognized as such The configuration file is selected via the icon and the following dialog A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 293 Application Deploy
287. r Functions of the All Workspace Grammars Area A31003 S2370 U119 4 7619 01 2014 126 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 3 2 5 Vogue Server Settings When you doubleclick the Vogue Server entry in the workspace view you can edit the settings for connecting an XPR server Li Yogue Servers 3 we Yogue Servers apressions Server Login Login Configuration Communication with an Server is done using the Service Provider MSP This Login can automatically be done during startup of the system This section can be used section can be used to query and change the current login status configure the login behaviour regarding startup and the utilized user profile for login Current Status Logged In user ADMINISTRATOR on server SRL Change Status Admin an Wal xpressions Server Content C Automatically do Login during Application Builder Startup Login Behaviour Always ask For profile For login Yogue applications are stored in the database of an Server after once deployed This section can be used to query the connected Server For the current configuration of installed vogue protocols and the contained Yogue applications and their bindings The displayed configuration will be a snapshot to the time the view was refreshed the last time and can be mo using the sections below Mote that the changes will not be applied to the database until the editor is saved Yogue Protocols
288. r Guide Application Deployment and Controls Control Types Analog Fax FAXG3 Digital Fax FAXG4 E mail Euro File Transfer Business Phone Short Message Service SMS Mobile Phone Private Fax Private Phone Voicebox Name With the Load only local users option you determine which users will be considered for the selection of contacts and the respective phone numbers If the checkbox is ticked off only the local user profiles of the respective XPR server are read out of the database If the option is inactive all global user profiles listed on all servers will be considered for selection With a large number of user profiles this selection may affect the system performance or lead to a long runtime until the search is complete A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 261 Application Deployment and Controls Control Types 7 Click on Next Up comes this dialog Properties Siol Change Properties for Document Specify the Address of the Recipient the Document will be sent to Specify the target Address of the Document The Address can either be composed by selecting a User Variable and a corresponding Message Type or entered manually User Variable Only present local Users Recipient Address a To define the desired Recipient Address for the selected document repeat steps 5 and 6 8 Click on the Finish button The configurati
289. r Guide 189 Application Deployment and Controls Elements of the Callflow Editor Palette 190 Possible Events for Connections DTMF Input Input valid input invalid DTMF Menu Input of DTMF keys 0 to 9 or error Prompt Playback complete Language Successful language selection finished faulty language selection error Time profile Time profile status Open Break or Closed Contact Dialing User found finished user not found error Name Dialing User found finished user not found error Holiday Greetings Successful finished completed unsuccessfully error Questionnaire Complete finished Delay Delay time up Record Successful recording recording completed unsuccessful recording recording failed Connect Only a connection in case of an unsuccessful connection to another subscriber connection failed Document Document successfully transmitted sending successful document unsuccessfully transmitted sending failed Customer Specific DII Successful invocation of the DLL file finished unsuccessful invocation of the DLL file error Compare A connection for fulfilling each configured rule lt rule name gt a configured rule was not fulfilled no hits Script Only a connection if the selected script could not be initiated change failed Definition Definition or assignment successful finished faulty definition or assignment error ASR Menu Rone error
290. r menu option the following dialog opens that delivers information about the Application Builder E About OpenScape Fusion Application Builder OpenScape Fusion Application Builder Version 7 2 0 Build Mo 5 OpenScape Fusion Application Builder 7 2 0 is property of Unify GmbH amp Co KG This computer program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extend possible under the law e Plug in Details Click on the Plug in Details button to receive information about plug ins The About Application Builder Plug ins dialog opens It contains a list of all Application Builder plug ins About Application Builder Plug ins Cycos 4G Cycos 46 Sa Cycos 46 Sa Eclipse org Sa Eclipse org Sa Eclipse org EB Eclipse org es Eclipse org ez Eclipse org sa Eclipse org Sa Eclipse org Sa Eclipse org Ee Eclipse org ez Eclipse org Sa Eclipse org es Eclipse org ES Eclipse org E Eclipse org Sa Eclipse org psi Builder Localization Fragment Application Builder XPR Br Graphical Editing Framework org eclipse equinox htkp org eclipse equinox comm JFace Data Binding org eclipse core variables Apache Commons JSP 2 0 org eclipse equinox prefe org eclipse equinox htkp org eclipse help ui Spanis Com
291. rados Driver db 4 00 6205 C Microsoft Paradox Treiber db 4 00 6205 C Microsoft Test Driver tsk 7 cew Microsoft T est Treiber tek cew Microsoft Visual FoxPro Driver Microsoft Visual FoxPro T reiber MysSGL ODBC 3 51 Driver lt Back Cancel 5 The Create a New Data Source to SQL Server dialog opens A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 25 Installing and configuring the Application Builder Configuring the Database Access Create a New Data Source to SOL Server Ea This wizard will help you create an ODBC data source that you can use to connect to SQL Server What name do you want to use to refer to the data source Name l How do vou want to describe the data source Lescription Which SQL Server do you want to connect to Server ka E eres Cancel _ JeF Enter a name for your data source here perhaps a more detailed description before selecting a server 6 Click on Next The following dialog opens Here you define the authentication for accessing the database Create a New Data Source to SOL Server x How should SQL Server verity the authenticity of the login ID With Windows NT authentication using the network login ID With SQL Server authentication using a login ID and password entered by the user To change the network library used to communicate with SOL Server click Client Configuration C
292. rce Workspace Folder to import Databases From m a afterwards select those Databases ta be imported into the current Workspace C Program Files 4pplicationBuilder2 WV 51 Browse Select the Workspace Databases to import into the current Workspace El K Database Test Select All i B Description none m B Archive C Documents and SettingsmlalDesktop JavaDB Deselect All ie A Class TestDB Refresh Back Mexk Cancel 2 Select the corresponding workspace from the selection list or via the icon All database configurations are automatically installed and displayed with properties 3 Select the desired configuration and click on Finish The imported database configuration is integrated in the All Workspace Databases list To import all database configurations of another workspace click on Select All and then on Finish A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 107 User Interface Views 108 5 3 2 2 Workspace spanning Variables If you doubleclick the Workspace Variables entry in the workspace view the tab for defining and configuring the workspace spanning variables opens in the editor area B Workspace variables x oo Workspace Variables All Workspace Yariables Workspace Yariable Details This is the list of currently defined Variables for the Workspace Each Set the properties of the selected Workspace Variable Works
293. re used in the single control for the respectively possible functionality Prompts are used as information greetings grammar files as precondition for using speech recognition and variables for storing data The Application Builder can detect and represent syntactical errors in the workspace configuration the applications and controls within call flows While errors prevent the successful execution of an application and must therefore be rectified warnings specify improvement options HINWEIS The Application Builder cannot check the usefulness of a call flow design this must be done by the user himself herself The Application Builder can be operated offline i e without connection to the OpenScape Xpressions server When an application design is complete there must however be a connection to the OpenScape Xpressions server for providing and executing this application The workspace locally stored in files is stored in the OpenScape Xpressions server database as well as compressed in a file and copied to the OpenScape Xpressions server A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 33 First Steps with the Application Builder Starting the Application Builder 3 2 Starting the Application Builder 34 Start the Application Builder by either doubleclicking La on your screen or executing the AppBuilder exe file in the Application Builder s setup directory When you start the Application
294. red Controls A31003 S2370 U119 4 7619 01 2014 50 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instructions Time Profiles Time Check Tabelle 4 Required Controls HINWEIS At this point all required controls are only defined but not fully configured yet The complete configuration of the controls is described in Abschnitt 4 2 4 Configuring Controls auf Seite 52 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 51 Example Scenario Step by step Instructions 52 4 2 4 Configuring Controls At this point the controls you have created must be configured completely so that the application becomes operative After configuration you assign to the controls what is to happen in case of a mistake to which other control the respective function is to be connected and so on HINWEIS When configuring the controls verify that all connections of a control are allocated since you cannot deploy the application otherwise The Application Builder will point to missing connections The following is a description of how to configure the various controls You need to configure the prompt controls the DTMF Menu Time Profile Connect and End control HINWEIS For further information on the single controls please refer to Kapitel 6 Application Deployment and Controls 4 2 4 1 Configuring the Start Control To configure the Start control you nee
295. red for selection With a large number of user profiles this selection may affect the system performance or lead to a long runtime until the search is complete Number of Digits required to start the Search To look for a name the user must enter a digit string The longer a series of digits is the more precise is the search for the desired name In this field you specify the minimum number of digits that the string must contain The default value is 2 and the maximum digit length 9 Maximum Number of matches in Selection List The value of this field restricts the maximum number of matches for a name search A smaller value decreases the search duration of the system whereas a greater value returns a more compre hensive result Default value and maximum value are identical and are 9 Timeout until Automatic Search sec This field defines a value in seconds how long the system waits before starting an automatic search If the caller enters for example a series of digits but forgets to confirm the entry the name search starts automatically after the value that has been entered here The default value is 2 seconds and the maximum waiting time can be 99 seconds Under User Property you select an attribute of the found user which is saved in the variable mentioned under Variable for found User The user property is read out of the contact s database fields You can enter a variable that has already been defined or a new one The Time a
296. rget CBS CNR Restore Defaults Cancel Apply 3 Click on to add phone numbers Select the entries from the pull down list and they are placed with their names and connection numbers in the Connection Target field The entries refer to your XPR address book i e you can select the users defined in the XPR address book 4 Arrange the phone numbers to be dialed here one after another Click on iki or E to move an entry in the list up or down The first phone number in the list will be called first If you want to delete an entry click on The entry is removed from the list HINWEIS The fields CCBS and CCNR are not crucial for the basic control functionality and need not necessarily be set here You find more information on this in Abschnitt 6 3 14 Connect Control auf Seite 252 5 If you want to assign an announcement to this control switch to the Announcements tab Create a new prompt and use it as is described in Abschnitt 4 2 2 1 Creating Prompts auf Seite 46 6 Click on OK to close the Properties dialog 7 Select the Connection option in the palette 8 Click on the Connect control and then on the End control If all lines are busy or no employee answers the phone the caller may hear the announcement Our staff is currently not available Please try again later Goodbye The connection is closed after the announcement The Connect Control 1 is fully configured A31003 S2370 U119 4
297. ries see Abschnitt 6 3 3 DTMF Input Control auf Seite 202 Using digits as terms of the recognition keyword list one two etc can thus not deliver the desired result and should be avoided Instead use meaningful terms for navigating in the menu e g operator information order status etc HINWEIS Enter for each keyword also the translations into the languages in which your application will be used so that the speech recognition can correctly take effect in such languages as well Example You enter Help as keyword If the application is then executed in German the word Help will never be recognized since the announcement text of the ASR Menu control will prompt the user to enter the German word Hilfe The entry Help Hilfe would be the solution in this case Connections The ASR Menu control allows a connection to a control for each configured and recognized keyword Furthermore a differentiation is made between possible speech recognition errors Error the timeout in case of an entry Timeout or a faulty or unrecognized entry No hits A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 289 Application Deployment and Controls Control Types 290 6 3 21 ASR Expert Control Like the ASR Menu control this control uses a speech recognition system with associated grammar file to detect voice commands by the user The function of the ASR E
298. ries and as the case may be executes associated commands The speech recognition feature is possible with the DTMF Input control you can make an entry by saying key numbers 0 to 9 yes for no for The actions triggered by an entry do not depend on whether entries are made via DIMF keys or by voice Beyond that two other controls enable the announcement of further voice prompts so that a user can control the operations of an application With the ASR Menu control defined key words can be used as voice commands to have a connection set up to other controls of the application Announcing Information may lead to a Prompt control that delivers information on a specific product In addition entire sentences can be announced and recognized in the ASR Expert control By means of the keys defined in the grammar file announcements can be filtered and single parts of the sentence saved in variables If for example a key exists in the grammar that recognizes the function of actions the term direct is filtered from the sentence Please direct call to workstation and saved in a variable HINWEIS You can obtain further detailed information on the process and systematics of speech recognition from various manuals in the documentation directory of the supplied speech recognition system by Nuance Vocalizer A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment
299. rkspace element export 75 import 72 Workspace view 99 322 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide
300. rkspace spanning Variables sia tapplcatonvarabies 88 gt o y m Yogue Application Variables All Yogue Application Yariables Yogue Application Yariable Details This is the list of currently defined Variables For Example including the Set the properties of the selected Yogue Application Variable defined Workspace Variable Aliases Each of the Variables is shared by r every item of the Application Variable Mame PENGA iii DATE Workspace Variable Alias Add Cana E DESS TIME Workspace Variable Alias Variable is Read Only False 2 VARIGBLE1 Workspace Variable Alias USER Workspace Variable Alias uth LOCATION VARIABLE LENGTH AA Create Yogue Application ariable Set Properties of the Application Variable Specify Mame and Description of the new Yogue Application Variable 01 0 Variable Mame v ARIOBLE1 Variable Description Variable is Read Only ma For each newly created application variable you need to specify the Variable Name in the lt NAME gt format and optionally a Variable Description In addition you can define whether this variable should be write protected A31003 S2370 U119 4 7619 01 2014 140 OpenScape Xpressions V7 Application Builder User Guide User Interface Views With the Delete button you can remove application variables from the application Use the Up or Down buttons to move a selected variable up or down the list In the Vogue App
301. rmed as automated procedures Examples of voice application deployment scenarios are simple information provided via phone automated reservations and orders automated telephone exchanges 1 1 Creating Voice Applications The Application Builder contains a graphic editor that allows the user to assemble and configure a model of a voice application in the form of a callflow block dia gram or flowchart A callflow consists of functional blocks so called controls and of the connec tions between the functional blocks The control features may e g comprise playing an audio file executing a database query or setting up a telephone con nection to a subscriber The connections between the controls in the callflow in dicate from which control a transition to another control is possible When assem bling a callflow the user determines which controls exist in the callflow and which controls are interconnected Configuring means that the user may set control properties For example he she can set for a control to play audio files which au dio files to play and in which sequence Furthermore variables can be defined for storing data and grammar files applied for speech recognition A voice application may contain several callflow pages in the callflow Thus the callflow does not contain any information about the execution of the model e g how audio files are accessed and how these audio files are forwarded to a PBX so that a caller can list
302. rols Control Types The configuration dialog of the Script control solely features the General tab on which the following setting options are available See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 E Properties l X Change Properties for Script Change the General Properties For the Control of Type Script General Mandatory Mame Script Control 1 Description Jw Generates raw Data for Statistics Protocal to switch bo inate that the selected Protocol the E Script must be bound to the same Telematic APL as the Application of this Control Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 In the Protocol to switch to field you receive a selection of possible scripts You should make sure that this selected script has been configured in the same Telematic APL as the protocol for your application If you have e g configured the Vogue protocol in the ISDN APL for this application the here selected script must be configured there An example of a script to b
303. rom Germany the call is forwarded to a specific control If you have made all entries for creating a rule click on OK The created rule appears now in the Comparison Rule List on the Rules tab x Change Properties for Compare Specify the Rules with their left Values Operators and right values Each Rule List Entry will represent an additional Event of the Control R Comparison Rule List ki Bi P ry i Rule 1 IF leading characters of YARIABLEZ are equal to V Restore Defaults Cancel Sophy You can rename the newly created rule with a click on the defaulted Name of the rule Enter the desired rule name e g Caller from Germany and then push the Enter key Your modifications have been copied The Name field must always be filled in so that a connection to the ensuing control can be set up when the rule s condition is complied with A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Connection Depending on whether or not a rule comparison condition applies you can create a connection to a control l e a connection can be created for each rule the comparison operation of which delivers a match Test Analog to this you can create a connection for the case that a rule condition does not apply No hits A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 271 Applicat
304. roperties tor DbWrite Change the General Properties For the Control of Type Dbyyrite Mandatory Name Dbwrite Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data for Statistics Back Finish Cancel The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 2 Click on Next You reach the following dialog ini Change Properties tor DbWrite Specify the ODBC Configuration the Database Access Values and the SQL Shabement to be used For the Database Query Database Connection ODBC Connection Login User Login Password Database Query Enter the SOL Statement that is used as the Database Query The Statement shall update the Database as desired and may contain Variables as 3 Inthe ODBC Connection field you specify the name of the configured DSN Data Source Name Here you can only access System Data Resources How to create a val
305. rresponding chapter on the menu bar e w fioo E Meaning Create new application Save opened callflow or performed settings Open dialog for printing the selected callflow Provide the currently selected application deployment Via the arrow icon you can choose from all available applications Undo Cancel undo Cut the selected element and copy it to the clipboard Copy the selected element to the clipboard Paste the cut or copied element from the clipboard into the desired position Zoom Increase the numerical value to magnify the representation of the controls in a callflow Decreasing the numerical value effects a minimizing of the control representation Pick the Width value to select a pane big enough for displaying the callflow in its entire width Pick the Hight value to select a pane big enough for displaying the callflow in its entire hight Pick the Page value to display the callflow completely If you have a mouse with wheel and the mousepointer is in this entry field you can set the extract represented in the callflow view via the mousewheel If the outline is active the modification performed in the callflow extract will also be done in the draft Tabelle 15 Icons on the Toolbar A31003 S2370 U119 4 7619 01 2014 94 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 3 Views The Views term describes different tabs of the Application Builder GUI
306. rror or warning For example the callflow is opened in the callflow editor and the control selected in which the problem occurred e The Copy option copies the content of the selected problem to the clipboard e Select All selects all entries in the problem view e The Update command updates the problem view by searching all configura tions in the workspace in applications and callflows for faulty settings e Properties opens the Properties dialog in which the Description the Resource and the Resource Path of an error or warning are put out A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 161 User Interface Views 162 5 3 6 Properties View The properties view shows the properties of the control selected in the callflow editor view and their values The properties are the hight and width of the control and the geometric position in X and Y coordinates in the callflow PE O Properties 3 Fropert Value Item Width 1 Item Fosition 30 Item Y Fosition 318 5 3 6 1 Caption Bar Icons The Properties view features the following icons on the right margin of the caption bar FESE When you click an icon the effect becomes visible in the graphic representation This is the case for the first icon of the last figure Meaning Display categories Display extended settings peaa E Show Categories When you click the triangle a menu opens Each menu option corre
307. rs are clearer and more efficient result when the command that the user has in mind is first conceptionally realized Instead of a long list of all possible sentences each sentence is divided into single portions These portions are collected in categories so that each possible sentence can be created from these categories In our example the following categorization can be displayed as graphic representation A31003 S2370 U119 4 7619 01 2014 300 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types Alternatives of Optional hacan Target of the Please a calls Direct my calls Instead of the long list of possible sentences the representation features only three categories as general sentence portions the optional Please the versions of the direct my calls command and the routing destination with to my home to my office and to my car phone The command versions can be further divided Alternatives of the command Direct my calls Direct or Optional w oend amy The following graphic representation contains the entire rules for the grammar a 2 o gt Ca a Car Work H m i ul Optional Gar Optional Optional sto gt Chome D C to D C m telephone Cto D C my D A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 301 Application Deploym
308. rties displays general information such as storage location last access date file size and callflow type and displays a summary of the contained controls and the associated editor settings With a doubleclick on the callflow s name in the workspace list the editor opens for editing the callflow with the associated palette The palette contains controls for usage in the callflow editor A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide The context menu of the palette User Interface Views To open the context menu of palette rightclick one of the controls withing the palette s area It provides the following options Layout Columns Use Large Icons w List Icons Only Customize Details Settings Reset Palette e Layout offers several options to change the palette s representation The contents in the views are the same but they are displayed in a different manner The following options exist Columns E Marguee fs General Contrals a g 0 v DtmfMenu Prompt Language a ip io TimeFrofile Contacti NameDialing a 3 Holidawisr Guestinnn Kelas tuesti i is Messaging Controls Connect Document Miscellaneous Controls E Af Custome Compare n 10 Definition E Contact Center Controls G E AcdStart Acdinfo AcdExit E Speech Recognition Controls alle ta srMenu 2 Script d AsrExpert te Database Controls EO To OE
309. run through in the desired sequence As alternative you can select here any other control used in the application as Entry Control This option thus allows skipping specific controls in the application s callflow by dialing a permanent extension 6 Click the OK button The newly set phone number and the associated appli cation are itemized in the Vogue protocols list You can use the Delete button to remove an entry from the Vogue Protocols list The Edit button opens a dialog in which you can perform modifications to the Extension Number the Application and the Entry Control A31003 S2370 U119 4 7619 01 2014 130 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Vogue applications The Vogue Applications section lists the applications that exist on the connected XPR server These are either exported as archive file or have been written in the database with their definition For each application the phone number is displayed to which the application is connected To each phone number an Entry control is assigned to which the call is forwarded when this phone number is called Only those applications are represented that are found on the connected XPR server When changing from the Application Generator to the Application Builder the applications that have already been created by the Application Generator are displayed here These must be found in the database of the connected XPR server Applications d
310. runtime E Properties X Change Properties for HolidayGreetings Set Menu and Recording Parameters and specify the used Calender Profile General Holiday Greetings Menu Parameters Menu Timeout seconds 10 Menu Repetitions 3 Maximum Invalid Inputs 3 Recording Maximum Duration seconds 30 Calendar Profile Settings Calender Profile Time Profiles Restore Defaults Cancel Apply The Holiday Greetings tab contains the following setting options in the Menu Parameters Recording and Calendar Profile Settings sections A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 241 Application Deployment and Controls Control Types Field Menu Parameters Description The settings in this field refer to the number of possible entry repetitions if an error has occurred If the system could not detect a valid entry even after several attempts the assistant closes and the caller is forwarded to the control specified in the Error field e Under Menu Timeout seconds the time the system waits for an entry is specified in seconds After expiration of this waiting time the entry is abandoned The entry is only repeated if a repetition is possible through the value set in the Menu Repeti tions field The specification in the Menu Repetitions field describes the maximum number of entry opportunities if no entry was made The Maximum I
311. rupted When the caller then makes another voice entry the announcement will be interrupted again The default value is Polite Confidence level is the demanded minimum level of speech recog nition in percent If the speech recognition recognizes a keyword while the caller makes entries by voice and the speech recognition level reaches or exceeds this minimum level the recognition is considered valid and forwarded to the control that is linked to the recognized keyword on the Keywords tab Otherwise the speech recognition will report an error The value may be between 0 and 100 percent The default value is 75 If the barge in mode is active the caller may make a voice entry while an announcement is being played Announcements tab The confi dence level for the barge in mode is the minimum value of the speech recognition level with which a keyword must be recognized in this cutting off situation The announcement is interrupted and the control linked to the keyword is executed The value may be between 0 and 100 percent The default value is 75 No Speech Timeout seconds The caller must start his her voice entry until the time specified in seconds after the end of the announcement playback Otherwise the entry will be abandoned Value 0 deactivates this function so that no timeout can occur The default value is 5 seconds Maximum Speech Length seconds Tabelle 62 This period in seconds de
312. s tab Properties E x Change Properties for Connect Specify the Announcements to be played and the Order of Playback General Targets Announcements Playback List of Prompts and Yariables laf S Bi iii ry i Restore Defaults Cancel Sophy Here you specify the announcement s for the Connect control For further infor mation on the settings please refer to Abschnitt 6 3 3 Announcements tab auf Seite 205 Function compatibility The functions Connection Timeout seconds Key to Cancel Connection CCNR and CCBS describe the functions that you find on the General and Targets tab The Protocol column specifies the signaling protocol that is supported by the PBX and simultaneously enables the stated functions A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 257 Application Deployment and Controls Control Types 258 PBX Protocol HiPath 4000 V1 QSIG HiPath 4000 V1 CorNet NQ HiPath 4000 V2 Timeout Break key CCNR CCBS HiPath 4000 V2 CorNet NQ QSIG Yes Yes No No Yes Yes No No HiPath 4000 V3 QSIG HiPath 4000 V3 CorNet NQ Yes No Yes Yes HiPath 4000 V4 QSIG Yes Yes No No HiPath 4000 V4 CorNet NQ HiPath 3000 V6 QSIG CorNet N HiPath 3000 V7 HiPath 8000 V3 1 QSIG CorNet N SIP Nortel Succession 1000 QSIG Alcatel OmniPCX Enterprise 8 QSIG Cisco Unified Communicat
313. s are not possible The Name Dialing control searches the database for the user whose name dialing number matches the value entered by the caller Of this user an information to be selected such as e mail address cell phone number or address is read out of the database and stored in a variable for forwarding to the next control If several users are found who have the name dialing number searched for all hits are read out to the caller and he she is prompted to select the appropriate user by telephone keypad Of this user an information is stored in a variable and forwarded to the next control It may happen that the name dialing number entered by the caller is not the complete phone number but for example contains only the first three digits The Name Dialing control then searches for all users whose name dialing numbers begin as specified in the entry and reads out all hits to the caller The caller will be prompted to select the appropriate user via telephone keypad Of this user an information is stored in a variable and forwarded to the next control The database field VM_VANITY of any XPR user may be set manually or automatically Manual setting is done with the program DB Tool Automatic setting is initiated in the Mail APL Start the XPR monitor and open the components window Open the Mail APL settings dialog and click on the last tab There activate the checkbox and select the user database field from which the name dialing number is t
314. s are positioned on top of each other with the area All Workspace Variables always being in the upper half of the tab Tabelle 21 Further Functions of the Workspace Variables Tab On the top right margin of the All Workspace Variables area you find the B icon A click on this icon displays only the variables defined for the workspace in the All Workspace Variables list The respective aliases can be displayed again via their plus sign A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 111 User Interface Views 5 3 2 3 Workspace spanning Prompts If you doubleclick the Workspace Prompts entry in the workspace view the tab for defining and configuring the workspace spanning prompts opens in the editor area Prompts or announcements are either sound files or texts used in controls for various functions and transformed using a text to speech system For example announcements user guidance prompts or information can be announced gt Workspace Prompts x a m A Workspace Prompts M A All Workspace Prompts a Workspace Prompt Details This is the list of currently defined Prompts For the Workspace Each Workspace Set the properties of the selected Workspace Prompt Prompt is shared by every item in the Workspace and holds an Alias for each of the supported Target Platform Application types The Alias can be used from the corresponding Application type Prompt Description Welc
315. s next A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 43 Example Scenario Step by step Instructions 44 4 2 1 3 Setting the Language How to set the language for the workspace or application 1 In the workspace doubleclick the Workspace Settings option On the right hand side next to the workspace the Workspace Settings tab opens Access the Workspace Settings tab This tab shows all languages released for the workspace The default set workspace language is red highlighted Click on the Add button to select one or more further languages for the workspace The Add Language to Workspace dialog opens Activate the checkbox of the desired and licensed language s E Add Languages to Workspace X Add Languages to the Workspace h Select the Languages to be available in the Workspace The List contains the remaining built in and custom Language Definitions ba O Dutch nl nl 1043 built in English United States en Us 1033 built in Ste English United Kingdom en gb 2057 built in g English Australia en au 3081 built in C 4 French Fr Fr 1036 built in O Serman de de 1031 built in O italian it it 1040 built in O Japanese ja jp 1041 built in L Polish pl pl 1045 built in O GJ Portuguese pt pt z070 built in O Portuguese Brazilian pt br 1046 built in O amp Spanish 65 65 3082 built in cei A31003 S2370 U119 4 7619 01 2014 OpenScape Xpress
316. s selected via the icon and the following dialog amp Specify local Resource and Target Folder J l Specify local Resource and Server Target Folder Select the local Resource to be used and the Target Folder on the Server which is specified relative to the Application s Workpath Folder Local Resource r Target Folder a In the Locale Resource field specify the file path at which the configuration file is found This file must have the txt extension for text file This file is stored underneath the lt XPR install gt userdata vogue default folder In the Target Folder field you can create a folder that is defined in the mentioned default directory and serves as storage location for the configuration file Using the following selected or newly to be defined variables in the Recognition Storage section you can store the results of recognizing voice commands or DTMF keys Field Description S Variable for recognized Here you specify the variable that stores the recognized Literal keyword Variable for Confidence In this field you can assign the level of speech recognition Level determined at the recognition of a keyword to an existing variable or to one to be newly defined The value may be between 0 and 100 percent 100 means definite recog nition of a keyword The smaller the value the more unlikely has a keyword been recognized A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Bu
317. s straightened as far as possible The menu option to display properties cannot be selected The cut copy and paste features are not possible either A31003 S2370 U119 4 7619 01 2014 192 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Elements of the Callflow Editor Palette 6 2 3 Notice A note in the callflow serves for inserting comments To create a note click on Note in the palette Keep the left mousebutton pressed drag the mousepointer in callflow editor to the desired position and release the mousebutton To alter the note s text doubleclick the note with the left mouse button This is a note HINWEIS A note does not affect the callflow functionality and process in any way Context menu of a note When you rightclick a note the following context menu opens a Undo Modifying Sticky Mote i Redo Modifying Sticky Mote of Cut Copy Paste M Delete oS Edit Note Properties Menu options are displayed that you can use to cancel the last modification to undo the last cancellation and to Delete the selected note The Edit Note menu option enables altering the text of the selected note The menu option to display properties cannot be selected In addition you can cut or copy selected notes and paste them anywhere in the callflow editor A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 193 Application Deployment and Controls
318. script in Abschnitt 2 3 Configuring a Vogue Script auf Seite 16 Each application must be bound to a phone number This phone number is the number via which an application can be called When deploying an application it must be assigned a phone number of the Vogue script phone number range The control that follows the Start control is automatically used as Entry control You can assign further phone numbers and Entry controls to already deployed applications see Vogue applications A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 129 User Interface Views 1 Click on Add to open the following dialog t Add Application Binding Add a new Application Binding w Add a new Binding For a Yogue Protocol Instance Select an Extension Se and an Application with its Entry Control to be reached by this Number Protocol Instance VOSUE 500 510 A Extension Number 09 Application Exame O A Entry Control EEA A cencel_ 2 Select the Protocol Instance of the Vogue script 3 You can assign another phone number to the application in the Extension Number field so that the application can be reached via another phone number The new phone number must not have been assigned to another application already 4 Determine the Application 5 Select another Entry Control As a rule only the control that follows the Start control can be used to make sure that the application is
319. search Error A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types 6 3 9 Name Dialing Control HINWEIS The Name Dialing control is similar to the Contact Dialing control The differences between the two controls are outlined in Abschnitt 6 3 8 Differences between the Contact Dialing and the Name Dialing Control auf Seite 226 The Name Dialing control offers the caller to enter a name dialing number and to subsequently search for the corresponding user In addition to digits the singe telephone keys are assigned to letters and special characters Instead of the telephone number 0700 74636 you are thus enabled to keep in mind numbers in the format 0700 SIMEN Telephone numbers repre sented as letters are called name dialing numbers word dialing numbers or vanity numbers The assignment of letters to the digits on dialing keys has been standardized by ITU There are two recommendations for this assignment though The assignment represented in Tabelle 48 auf Seite 227 is the common one You find more information about name dialing numbers in the Mail APL chapter of the OpenScape Xpressions Server Administration manual For each XPR user a name dialing number is stored in the database field VM_VANITY The Name Dialing control prompts the caller to enter the name dialing number of the user searched for by telephone keypad Voice entrie
320. sequently the Vogue script music on hold and not the PBX music on hold is played for forwarded calls in the Appli cation Builder You receive continuative information in the IP APL Registry Keys section in the OpenScape Xpressions Server Administration manual 9 Click on Next The following dialog appears Application Deployment Oy x Deployment of Xpressions Yoque Application 1 Specify the List of Operator Numbers for the Application The Numbers will be dialled one after the other in case of an Application Error q Operator Number List Enable Blind Transfer Transfer Timeout 60 Only present local Users Select users from the XPR database to which the call is forwarded in case of an application error A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide A31003 S2370 U119 4 7619 01 2014 Application Deployment and Controls Deployment of an Application Enable Blind Transfer Through activation of this checkbox the system will not wait to see if the person accepts the call The calling attempt is considered finished if the number is valid and the extension is not busy HINWEIS The Enable Blind Transfer option is related to the Blind Transfer feature Blind transfer means that the availability of the desti nation is not checked at the time of the transfer Thus a caller might receive a busy signal or even be rerouted to the ori
321. space Import Details 1 Refresh I only show those Files that are available for every Workspace Language The grammar files are listed that were already configured in the workspace These listed grammar files must not match all languages set for the workspace though Via the Only show those Files that are available for every Workspace Language option you can make sure that the displayed grammar files are applicable for all configured languages If you want to insert a grammar file already used proceed with step 2 If you want to add a new grammar file skip to step 3 2 Select the desired grammar file and click on OK The selected grammar file and the languages for which it is to be used are itemized in the Vogue Appli cation Grammar Details list 3 Click on the Import button The Import Grammar Files dialog opens A31003 S2370 U119 4 7619 01 2014 122 OpenScape Xpressions V7 Application Builder User Guide User Interface Views Import Grammar Files Ioj x Select the Grammar Files to import Select the Grammar Specification Files to import into the Workspace Press i i Next to specify the Languages the Grammar Files will be used For Grammar Files to import into the current Workspace Back Nexk Finish Cancel 4 Click on the Add button Select the desired grammar file in the opened dialog and click on the Open button The desired grammar file is integrated in the li
322. space or for an application See Abschnitt 5 3 2 Workspace View auf Seite 99 HINWEIS Application specific variables can be defined as write protected see Abschnitt 5 3 2 1 Settings in the Workspace auf Seite 100 These variables can thus not be modified when these variables are used in an application You can however assign a value to the variables in the Definition control so that the variables content is not empty This assignment can exclusively be carried out in the Definition control The following default system variables can be used in an application Variable name Description Data type Format DATE Current date String TT MM JJJJ TIME Current time String hh mm ss REDIRECTED Phone number of the redirected phone Phone number CALLED Phone number of the callee Phone number CALLER Phone number of the caller Phone number CALLID Call ID string Tabelle 57 Preinstalled Variables SCALLER is for example used to save the caller s number It would be possible to design an application that forwards a caller A to a Definition control that allocates SCALLER with the phone number of a user B and subsequently forwards to a Connect control that connects him her with a user C If user C has a telephone that displays the caller s number he she would see user B s number though user A is calling A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deplo
323. splay By enabling this icon you can determine for which applications a grammar alias is to be displayed The following dialog opens Filter Grammar Aliases x Select the Target Platform Applications to show the Grammar Alias for fWiixXpressions Yogue Application xpressions 6 0 Activate the checkbox of the desired application and then click on the OK button Only the grammar aliases of the selected application are listed This icon is active by default In the icon s active state the areas All Workspace Grammars and Vogue Application Grammar Details or Workspace Grammar Details are positioned next to each other The area All Workspace Grammars is found in the left half of the tab When you activate this icon the areas All Workspace Grammars and Vogue Application Grammar Details or Workspace Grammar Details are positioned on top of each other with the area All Workspace Grammars always being in the upper half of the tab Tabelle 24 Further Functions of the Workspace Grammars Tab At the top right margin of the All Workspace Grammars area the following two icons are available With the help of this icon you can sort all grammars defined for the workspace alphabetically ascending or descending A click on this icon displays only the prompts defined for the workspace in the All Workspace Grammars list The respective aliases can be displayed again via the plus sign of each grammar Tabelle 25 Furthe
324. sponds to an executable icon in the caption bar A ticked off menu option is active Selecting a menu option has the same effect as pushing the corresponding Icon Minimize properties view Maximize properties view Tabelle 31 Icons on the Caption Bar of the Properties View A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 3 7 Bookmark View Bookmarks serve as marker for quickly finding specific features or jobs Uncom pleted configurations or remarks can be quickly viewed in this way Especially users who have not created the callflow themselves can then receive additional information Moona HO 0 Bookmarks Description Path Bookmarks can be added to callflows controls variables prompts grammars languages databases or resources Select the desired element for this purpose e Control in the callflow editor Abschnitt 5 3 3 5 Callflow Editor auf Seite 156 e Variable on the Workspace or Application Variables tab Abschnitt 5 3 2 2 Workspace spanning Variables auf Seite 108 or Abschnitt 5 3 3 1 Appli cation Variables auf Seite 140 e Prompt on the Workspace or Application Prompts tab Abschnitt 5 3 2 3 Workspace spanning Prompts auf Seite 112 or Abschnitt 5 3 3 2 Appli cation Prompts auf Seite 144 e Grammar on the Workspace or Application Grammars tab Abschnitt 5 3 2 4 Workspace spanni
325. st of audio files to be imported 5 Select the grammar file just added and click on Next The following dialog opens Import Grammar Files Mil x elect the Languages to use x Select the Languages the Grammar Files will be used For i a 5 The Files will be copied into the Language s corresponding resource Folder The Languages currently available inside the Workspace Target Grammar Folder english United States american Ge English United Kingdom british lt Back ext Cancel 6 Activate the checkbox of the language for which the grammar file is to be used If the grammar is to be available in several languages and the corre sponding grammar files with the different languages are available activate the checkboxes of the desired languages A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 123 User Interface Views 7 Click on the Finish button The grammar file is itemized in the list of available files in the Select Grammar File dialog and can now be selected for a grammar to be used Via the Details button you receive a view of the XML code of a grammar file f Grammar Specification File Details This is the textual Content of the selected Grammar Specification File in the specified Language You may change the Language using the Combobox below Workspace Language German x lt yml version 1 0 encoding 150 8859 1 7 gt lt grammar x
326. stem See the OpenScape Xpressions Server Installation manual on this The created prompts appear in the list of available prompts in the left hand section of the Application Prompts tab IS Application Prompts 3 a 7s A Vogue Application Prompts a A All Yogue Application Prompts a Yogue Application Prompt Details This is the list of currently defined Prompts For Example including the defined Workspace Set the properties of the selected Yogue Application Prompt Prompt Aliases Each of the Prompts is shared by every item of the Application Prompt Name Welcome Prompt Description Occupie Training Prompt Texts English United States Welcome D Opening Hours G English United Kingdom Welcome D Input invalid amp English Australia Welcome Prompt File 48 Before you close this tab you need to save your entries or modifications with a click on in the toolbar HINWEIS Tabs that contain unsaved entries or modifications are indicated with a star sign 4 2 3 Creating Controls HINWEIS A description of how to create modify and remove controls as well as a detailed introduction to the single control types is contained in Kapitel 6 Appli cation Deployment and Controls You need the following function blocks to implement the outlined draft with Appli cation Builder A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Example Scenario Step by step Instruc
327. stored in the lt OpenScape Xpressions install gt userdata vogue directory The resource files can be optionally exported in the various languages also The XML definition files contain the properties of the variables prompts and grammars used in the application the structure and elements of the callflows as well as the configuration of the appli cation itself The application configuration determines for example the available languages and the phone number via which the application can be reached How to deploy an application i e export it in the XPR database in an operable state 1 Click on H in the toolbar With a click on the triangle next to the icon you can choose from existing applications The following dialog opens Application Deployment Of x Deployment of Xpressions Yoque Application 1 SCC Specify the mrs Server and the Settings for Application Deployment Login Profile Administrator MW Automatically login with this Profile if not already logged in Server Mane SERWI Protocol Name 650 660 Phone Number 650 Logged in with User ADMINISTRATOR on Server SRY1 Finish Cancel A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 177 Application Deployment and Controls Deployment of an Application 178 2 Select the Login Profile with which you want to log on to an XPR server Then click on the Login button HINWEIS Y
328. t Menu and Input Parameters and specify Variables to store the Input General Input Announcements Menu Parameters Menu Timeout seconds 10 Menu Repetitions 3 Input Parameters Input Confirmation Key e Minimum Input Length Jo Maximum Input Length 10 Input Storage Variable For confirmed Input v ARIABLES Variable For Input Length v ARIABLEZ Restore Defaults Cancel Sophy In the Menu Parameters section you can enter the behavior of the control in case of a time out no input within a specific period The following settings are available Field Description S O Menu Timeout seconds Enter here the time in seconds available to the caller to make his her input by keypad or voice after the announcement s have been played If you enter a 0 the caller can wait an undefined period of time until he she makes an entry via a key The default value is 10 seconds Menu Repetitions If the caller has not made a key or voice entry the announcement is repeated In this field you specify how often entries can be repeated until the control linked to the Error event is transferred to The value refers to the number of missing entries In case of value 3 the entry and thus the announcement will be repeated three times so with the first execution the announcement is played altogether four times If you enter a 0 the greeting is not repeated but the caller is direct
329. t Parameters and Output Parameters tabs A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 263 Application Deployment and Controls Control Types General tab The General tab of the Customer Specific DII control contains the following setting options See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 E Properties E X Change Properties for CustomDil Change the General Properties For the Control of Type Custombil General Input Parameters Output Parameters Mandatory Mame CustomDll Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data For Statistics Custom Dll Settings Use custom Library and Method Library Name Method Name Restore Defaults Cancel pply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 e Input Parameters tab On this tab you specify the input parameters to be transferred to the invoked DII method A31003 S2370 U119 4 7619 01 2014 264 OpenScape Xpressions V7 Applicatio
330. t Workspace Grammars A 5 iol x Select the Workspace to import Grammars from Specify the source Workspace Folder to import Grammars From i j afterwards select those Grammars to be imported into the current Workspace ka Browse Select the Workspace Grammars ta import into the current Workspace Select All _ Deselect all All o Refresh na exh 2 Select the corresponding workspace from the selection list or via the Browse button All grammars of the other workspace are automatically displayed with their properties 3 Select the desired grammar and click on Finish The grammar to be imported from the other workspace is integrated in the current workspace and appears in the All Workspace Grammars list Importing all grammars of another workspace To import all grammars of another workspace click on the Select All button All grammars of the other workspace are selected With a click on the Finish button the imported grammars are itemized in the All Workspace Grammars list on the Workspace Grammars tab Enabling the Deselect All button undoes all grammar selections Further features The Workspace Grammars tab features at the top right margin three more icons the functions of which are explained in the below table A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 125 User Interface Views Function This icon serves for filtering the grammar di
331. te 315 DB Read 306 DB Write 310 definition 274 document 243 DTMF Input 202 DTMF Menu 185 end 201 holiday greetings 235 language 215 name dialing 229 prompt 185 questionnaire 185 record 249 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide script 282 time profile 185 Creating rules 267 D Database connection 21 DTMF menu control 208 E End control 201 Error log file 92 Example customer service 37 Extension of Automated Attendant 234 F Features 10 11 H Help 35 85 87 169 170 Help view 167 Importing Vogue applications 131 ImportVoguePromptAudiosDialog 146 Info Center 175 L Left value 269 Local Help 173 M Menu bar 35 69 Music on hold 181 N Notice 193 Number range 15 O ODBC Data Source Administrator 21 Offline mode 180 Only load local users 255 261 Only search local users 233 Operating requirements 15 Overview 35 p Palette 156 Problem view 160 321 Problems 35 Prompt control 211 Properties 35 Properties view 162 Q Questionnaire control 185 243 R Raw data generation 197 Right value 270 S Search 35 80 171 Search view 165 Speech recognition 196 SSML 278 Start control 199 T Telematic APL 15 Text to speech program 206 213 Time zone 223 Time zone index 317 Time zone index table 318 Toolbar 35 94 V View 95 96 Views 35 Vogue 16 Vogue script 15 16 Voice file 211 W Web Search 176 Workspace 35 Wo
332. termine which view is displayed A31003 S2370 U119 4 7619 01 2014 96 OpenScape Xpressions V7 Application Builder User Guide User Interface Views lf the mousepointer turns into a black arrow when you press the mousebutton the outline view does not take the same space like the workspace view but the view is docked to the margin to which the arrow points Also in this case an additional gray frame is displayed which indicates the space that the view to be shifted takes as soon as you release the left mousebutton Positioning a view outside the Application Builder window You can also drag a view out of the Application Builder window when you keep the mousebutton pressed The mousepointer then adopts the shape of nested squares Here as well an additional gray frame shows the space that the view takes as soon as you release the mousebutton The window created in this way is entirely independent from the size and position of the Application Builder window Minimizing maximizing views Each view features the O icons top right in the caption bar which are displayed when the view is neither minimized nor maximized A click on the left of the two icons minimizes the view and a click on the right one maximizes the view Some views have additional icons in their caption These icons will be explained with the respective view The depicted example shows the Application Builder window when the callflow editor is maximized All other views are m
333. th optimization b Connect with B Channel without path optimization The caller dials the application access number His her attempt to set up a connection 1 is routed by the PBX to the application in the XPR server 2 For this purpose a B channel is set up between PBX and XPR server The call is forwarded within the XPR server to the application and there to the Connect control The control effects the establishment of a second B channel this time from the XPR server towards the PBX 3 and further to the target subscriber 4 Both B channels between the PBX and XPR server remain see b in the above figure though they are now not needed anymore This may block urgently required resources If path replacement is used see a in the above figure both B channels are abolished again 5 and 6 and are thus available for newly incoming calls The abolishment may take 0 5 to 20 seconds though If you activate the Connect using Blind Transfer checkbox the system will not wait to see if the person accepts the call The calling attempt is considered finished if the number is valid and the extension is not busy HINWEIS The Connect using Blind Transfer option is based on the Blind Transfer feature see the Telematic APL chapter in the OpenScape Xpressions Server Administration manual This feature is not executable with all PBXs At the end of this section Abschnitt 6 3 14 Function compatibility you find a A31003 S2370 U119 4 7
334. the caller will be connected to this target Subsequently the Connect control will not dial further phone numbers The Connect control plus the entire application are shut down If it is not possible to establish a connection to the first target though the next number in the list is dialed When the end of the list has been reached the control specified as Error control is forwarded to Users of a system as well as other applications may be connected Each appli cation has been assigned a unique phone number see Abschnitt 5 3 2 5 Vogue Server Settings auf Seite 127 so that applications can be dialed like a user Such dialed applications are directly started i e the application starts with the control that has been configured in the first position In the second application a Connect control may have been implemented which in turn connects a third application In this way applications can be linked to a chain This means appli cations can be unitized The configuration dialog of the Connect control consists of the General Targets and Announcements tabs A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types General tab The General tab of the Connect control contains the following setting options see also Abschnitt 6 2 1 General Information about the Control auf Seite 187 i Properties X Change Properties for C
335. the installation in the C Program Files directory This applies for the operating systems Windows Vista Windows 7 and Windows 2008 R2 2 1 Hardware Requirements HINWEIS The required hardware environment must be provided in the setup location Please obtain detailed information from the OpenScape Xpressions Release Notice service documentation 2 2 Operating Requirements Smooth operation of the Application Builder for configuring a voice application re quires the following e Installation of the XPR server See the OpenScape Xpressions Server Installation manual e aPBX appropriately configured e Binding of the Vogue script to a telematics APL ISDN IP or Dialogic APL and the assignment of a number range see Abschnitt 2 3 Configuring a Vogue Script auf Seite 16 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 15 Installing and configuring the Application Builder Configuring a Vogue Script We recommend the configuration of a Concurrent Version System CVS or similar systems for storing the files of the configured voice application or controlling the access to such files Depending on the usage scenario the following requirements may have to be met e the installation of a DB APL e the creation of a data source so that the Application Builder can be used to perform database queries and extensions see Abschnitt 2 4 Configuring the Database Access auf Seite 2
336. ther as e the Name Dialing control is approximately a combination of DTMF Input control and Contact Dialing control The Name Dialing control enables setting the parameters required for the DTMF input The Name Dialing control does not enable a voice entry like the DTMF Input control does e the name dialing number must be available stored in a variable at the Contact Dialing control start Setting this variable has previously been performed e g by a DTMF Input control or by a DB Read control e the Contact Dialing control delivers the number of hits when comparing the name dialing number stored in the variable with user phone numbers in the database In case of several hits the Name Dialing control reads out the names for the user so that he she can call the desired subscriber via keypad A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide Application Deployment and Controls Control Types The configuration dialog of the Contact Dialing control solely features the General tab on which the following setting options are available See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 E Properties J X Change Properties for ContactDialing Change the General Properties For the Control of Type ContactDialing General Mandatory Mame ContactDialing Control 1 Description V Can be interrupted by the Contact Center Jw Generates raw Data For Statist
337. three lower options A31003 S2370 U119 4 7619 01 2014 170 OpenScape Xpressions V7 Application Builder User Guide User Interface Views 5 3 9 3 Browsing the Help Pages Click on in the caption bar of the help view and select the Search entry in the list The page for browsing the help pages AP Help x a a E Search Search expression lt any string any character phrase ANC OR NOT boolean operators G 2o E Local Help Searches local help documents Advanced Settings 0 To ES All Topics Be Related Topics Cl Bookmarks e Index Enter your help page search item in the Search expression field and click on Go When you click on gt gt the following search options are displayed asi Description Look for any string Look for any character lt Expression gt Look for the specified expression AND OR NOT Use Boolean operators for the search Tabelle 35 Search Options The link to the right of the Search scope indicates the search range If not otherwise modified the search range is called Default When you click the small black triangle on the left an information section opens that indicates where the help is searching The default is Local Help The Advanced Settings link allows detailed settings for the search In the area thereunder you can see the hits of the completed search process in the form lt defined search scope gt
338. tion Builder Kapitel 3 First Steps with the Application Builder This chapter describes the functional Application Builder concept and provides a short overview of the GUI and the most important features Kapitel 4 Example Scenario Here the reader learns in the form of a tutorial how to create applications with the Application Builder The remaining chapters serve as reference Kapitel 5 User Interface This chapter contains the description of the menu and toolbar and explains in detail the features of the workspace and of the different views Kapitel 6 Application Deployment and Controls Here you learn how to deploy an application and the features as well as configuration options of the single controls are introduced Kapitel Time Zone Index A31003 S2370 U119 4 7619 01 2014 12 OpenScape Xpressions V7 Application Builder User Guide Introduction Required Tools 1 6 Required Tools During the OpenScape Xpressions installation and configuration the following Cycos manuals in electronic or printed format will be referred to e OpenScape XpressionsServer Installation e OpenScape XpressionsServer Administration 1 7 Document Conventions In this manual we use the XPR acronym for the product name OpenScape Xpressions V7 The following conventions are used in the manual to clearly distinguish the various types of information HINWEIS A note in inserted in the text to draw your atten
339. tion to a feature or to provide information that facilitates working with the program WICHTIG Text indicated in this way signalizes high priority information The corresponding details must be heeded to avoid damages to the system or loss of data Representation Purpose 1 Click on OK The single operating instruction steps are numbered e First alternative Alternative operational steps are represented by l unnumbered lists Second alternative Boldface Menu names menu entries dialog buttons dialog field names buttons and tabs appear bolded Courier font Path descriptions and file names are indicated in Courier font e g c Program Files or Example txt lt Text in pointed brackets gt Texts that may have individual contents are repre sented in pointed brackets e g the specification C lt user directory gt may mean C Mayer or C kkh Tabelle 1 Text Representation Conventions A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 13 Introduction Acronym Directory 1 8 Acronym Directory The following table lists the acronyms used in this manual in alphabetic sequence Acronym Meaning Automatic Number Identification Access Protocol Layer Automatic Speech Recognition Completion of Calls to Busy Subscriber Completion of Calls on No Reply Concurrent Versions System Dynamic Link Libraries Dialed Number Identification Service
340. tional Grammar Description and the Grammar File for the new grammar Create Yogue Application Grammar 4 X Set Properties of the Application Grammar A Specify Mame and Description of the new Yogue Application Grammar Additionally you can specify the corresponding Grammar Specification File E Grammar Mame Grammar 1 Grammar Description Grammar File Browse as For each grammar at least one Grammar File must be selected Follow step 1 auf Seite 122 to step 8 auf Seite 124 for this purpose You can assign further grammar files of the same name for further grammar languages Editing an application grammar You can edit an already configured grammar by selecting it and modifying the fields in the Vogue Application Grammar Details section You can edit the Grammar Name the Grammar Description and the Grammar File Importing grammars With the Import Grammars from another Application link you can add further grammars from other existing applications analog to the import of grammars from other workspaces 1 Click on the Import Grammars from another Application link The below dialog Import Vogue Grammars opens I Import Yogue Grammars a amp ioj xi Select the Application to import Grammars from hs Specify the Yogue Application to import Grammars From afterwards select i i those Grammars bo be imported into the current Application Application pressions vogue Application S
341. tions e one Start control e four Prompt controls to announce specific texts e one DIMS Menu control for the coordination of the calls e one Time Profiles control for checking the opening hours e one Connect control for transferring the call to a certain phone number e one End control to finish the call How to create the required controls 1 In the workspace doubleclick the callflow you have created The callflow editor for designing the callflow opens The deployable controls are in the palette at the right hand margin of the GUI k Select Marquee Marquee Tool to select nodes only fl Connection Create a Control Connection Sticky Note Create a Sticky Note he Callflow Link Create a Callflow Link L General Controls wi Start Create a Start Control H End Create a End Control L Messaging Controls E Connect Create a Connect Control a gt Document Create a Document Y k Miscellaneous Controls E Custombil Create a Custombill Contral Contact Center Controls G AcdStart Create a AcdStart Control gt AcdInfo Create a 4cdInfo Control Y L Speech Recognition Controls Fal AsrMenu Create a AsrMenu Control b amp srExpert Create a 4srExpert Bai L Database Controls DbRead Create a DbRead Control DbWrite Create 4 Dbyrite Control Y 2 Select in the palette one of the above listed controls The pointer changes it contains an additiona
342. tions sections you can change the palette display like in the palette context menu The Drawer options specify how the display of opened group folders of controls shall be handled Reset Palette resets the palette settings to their default values When you rightclick a group folder drawer the context menu contains the additional option With Pen With an active pen you can prevent an open drawer in the palette display from getting closed A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 159 User Interface Views 160 ry Problems K 4 Errors 2 Warnings Database Configuration does not specify a database driver archive Workspace Database Workspace Settings D Prompt Welcome is already specified as Workspace Prompt Alias vogue Application Prompt Mpressions Yogue Appl Grammar does not specify a grammar specification File Yogue Application Grammar Workspace Grammars Control DimfMenu Control 1 misses connection for control event Error Yogue DimFMenu Control Mpressions Yogue Appl E Ee Warnings 2 items amp Application Example does not contain any callflows vogue Application Example an 4 d E Errors 4 items 5 3 4 Outline View The outline displays the entire callflow in a minimized representation Depending on the selected zoom factor see Tabelle 15 auf Seite 94 the callflow may be shown in the callflow editor only in one extract oE outline 23 x
343. tt 5 3 Views auf Seite 95 5 1 Menu Bar The menu bar is the only GUI item that cannot be freely positioned It is anchored beneath the Application Builder s caption bar and comprises the following items File Edit View Callflow Search Tools Help e File Abschnitt 5 1 1 File auf Seite 70 e Edit Abschnitt 5 1 2 Edit auf Seite 78 e View Abschnitt 5 1 3 View auf Seite 79 e Callflow Abschnitt 5 1 4 Callflow auf Seite 80 e Search Abschnitt 5 1 5 Search auf Seite 80 e Tools Abschnitt 5 1 6 Tools auf Seite 83 e Help Abschnitt 5 1 7 Help auf Seite 87 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 69 User Interface Menu Bar 5 1 1 File This menu has the following options Menu option Function New gt Application This menu option serves for creating a new application Please obtain further information from Abschnitt 4 2 1 1 Creating a new Application auf Seite 41 The user can select the application type on the basis of which an application is to be created Several types for creating applications are possible in principle So far however only the creation of the application type Xpres sions Vogue Application is supported Close This menu option closes the tab currently displayed in the editor area Close All This option closes all tabs opened in the editor area Use this menu opt
344. u import an application from a local archive file you receive a description of the application to be imported in a dialog e When you import an application from an XPR server the following dialog that contains a list of the archive files stored on the XPR server is displayed first r yImport Workspace Item _ Oy x Import Workspace Item into current Workspace i Select the Archive File to use for Import from the List of Files Found on the i a j connected pressions Server This is the List of Archive Files Found on the connected mrs Server Select a File representing a valid Workspace Item Export Archive that shall be imported into the current Workspace Archive File File Date C Example zip 3 156 bytes 9 15 08 9 25 AM cas Activate the checkbox of the desired archive file 4 Click on Next You now receive a rough overview of the archive file elements A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 73 User Interface Menu Bar 74 cy Import Workspace Item lel EI Import Workspace Item into current Workspace N Check the Contents of the selected Archive File and specify the Name the i a j workspace Item will have in the current Workspace This is the Content Found in the selected Archive File E Workspace Item a Name Xpressions Yoque 4pplikation 1 Platform VOGUE i Type STANDARD APP i Wersion 8 0 Export j Date Donnerstag 23
345. udio file respectively a list of audio files You can enter a string variable as alternative to a sound file With a click on the Restore Defaults button the defaulted values except for Name and Description are restored The configuration dialog of the Prompt control provides the tabs General and Announcements General tab The General tab of the Prompt control contains the following setting options See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 a x Change Properties for Prompt Change the General Properties For the Control of Type Prompt General Announcements Mandatory Mame welcome Description W Can be interrupted by the Contact Center Jw Generates raw Data for Statistics Restore Defaults Cancel Sophy The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 Announcements tab You select the announcemenit s for the Prompt control here A greeting may correspond to a sound file or string variable All announcements or variables assigned to the control are listed in the Announcem
346. uilder 09 2012 Extension of Automated Attendant added to Abschnitt 6 3 9 Name Dialing FRN5515 Control 2014 01 08 The name Unify has been introduced A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 7 History of Changes A31003 S2370 U119 4 7619 01 2014 8 OpenScape Xpressions V7 Application Builder User Guide Introduction Creating Voice Applications 1 Introduction The Application Builder is an administrative application for creating interactive voice applications for different deployment scenarios A voice application 1 can be used as voice dialog system Automated Attendant or IVR Interactive Voice Response solution It enables the automatic playback of prompts entering telephone keys via DMTF and making voice entries by means of speech recog nition as well as forwarding to other subscribers For example prompts may inform the caller and help to navigate in the application Entries via keyboard and via speech recognition enable the caller to find his her way through the appli cation and to enter data and names A prompt text may read like this Welcome to the XY company If you would like to be connected to one of our assistants and know the extension please push 1 If you would like to be connected with our hotline please push 2 TE You Would In this way callers can be routed to a suitable conversation partner or routine jobs can be perfo
347. urces and Vogue Application Resource Details are positioned on top of each other with the area All Vogue Application Resources always being in the upper half of the tab Tabelle 29 Further Functions of the Application Resources Tab Using the icon at the top right margin of the All Vogue Application Resources or the F5 key you can update the list of resource files of an appli cation s workfolder 5 3 3 5 Callflow Editor Callflows are created with a callflow editor and listed in the workspace Each of them is assigned to an application A new callflow is created via an application s context menu Rightclick the desired application and then select the option New gt Callflow See also Abschnitt 4 2 1 2 Creating a new Callflow auf Seite 43 Enter the desired callflow name and confirm the entry with OK The new callflow is displayed underneath the application in workspace list A callflow s context menu When you rightclick a callflow its context menu opens The following options are then available New enables the creation of a new callflow Open with Callflow Editor enables viewing the graphic representation of an existing callflow as well as its configuration and editing Copy copies the selected callflow with all its settings to the clipboard Paste creates a copy of the selected callflow Delete removes the selected callflow from the workspace or application Rename changes the callflow name Prope
348. ure System Data Sources Name Driver An ODBC System data source stores information about how to connect to the indicated data provider A System data source is visible to all users on this machine including NT services Cancel Apply Help Select the System DSN tab Click the Add button Select the Microsoft Access Driver entry from the list and click on Finish Select a driver for which pou want to set up a data source Microsoft Access Driver mdb 4 00 6205 C Microsoft 4ccess T reiber mdE 4 00 6205 Microsoft dBase Driver dbf 4 00 6205 Microsoft dBase YFP Driver dbf 6 00 8767 0 Microsoft dE ase Treiber dbf 4 00 6205 Microsoft Excel Driver xls 4 00 6205 Microsoft Excel Treiber ls 4 00 6205 Microsoft FoxPro WFF Driver dbf 6 00 8767 0 Microsoft ODBC for Oracle hdi P T Par adau Cirtecr ha dk 1 2 5 FS 1022 ann cge a 4 Back Cancel The ODBC Microsoft Access Setup window opens HINWEIS Click on the Help button to obtain more detailed and continuative information about the ODBC Microsoft Access Setup A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 29 Installing and configuring the Application Builder Configuring the Database Access ODBC Microsoft Access Setup Data Source Hame Access test E Lescription Database Cancel Database 7 4 Administrator DOC TEST stest mdb Help Se
349. urrent callflow are then displayed minimized Tabelle 10 Options under the Menu Item Callflow 5 1 5 Search This menu item only features the Search option It opens the search dialog and enables searching for a character string in all applications The search result is displayed in the search view A31003 S2370 U119 4 7619 01 2014 80 OpenScape Xpressions V7 Application Builder User Guide User Interface Menu Bar gf Search Search text Details gt gt Cancel All names descriptions and control properties are searched e g also character strings that form a welcome text in a prompt control HINWEIS The search feature is case sensitive Using the characters and as wildcards in search items is not allowed e Details gt gt button This button expands the Search dialog with the Settings and Scope tabs thus enabling a more detailed search After you have clicked this button it turns into lt lt Details When you click this button the above tabs are closed again e Settings tab Case Sensitive Activate the associated checkbox if upper and lower case writing is to be heeded If you enter an uppercase search item only uppercase hits will be delivered Whole Word Activate the associated checkbox if only whole words are to be accepted in the search Otherwise all terms starting with the search item will be put out For example if you enter an A as search item all terms beginning with A will
350. ws are compressed in a folder and exported to theOpenScape Xpressions server If the resource files such as sound files and grammar files are to be exported also set the Create full Export including Resource Files In this way you make sure that the Vogue script can efficiently access the resource files upon the application performance respectively that the application and its resource files are available to others for editing 12 Click on the Finish button You receive a message about the successful deployment of the application The application can now be called via the set phone number Test scenario 1 Call the number you have assigned to the customer service in our case 500 Push key 2 of your telephone to be connected to the training program announcement If the announcement is played correctly and you are taken back to the menu of the DTMF Menu control after the announcement playback the application you have created works correctly in this part Test scenario 2 Call during the business hours you have selected Push key 1 of your telephone to be connected to an employee of the customer service If the forwarding works the application you have created works correctly in this part Test scenario 3 Call outside the business hours you have selected Push key 1 of your telephone to be connected to an employee of the customer service If the announcement with the information on the business hours runs and you are guided back to th
351. xpert control differs radically from the ASR Menu control function though While the ASR Menu control is used for forwarding to other controls by means of voice commands announcements or portions of them are stored in the ASR Expert control for further usage In addition the ASR Menu control accepts only keywords whereas in the ASR Expert control entire sentences can be announced From these whole sentences the speech recognition system filters and arranges the sentence parts via grammar file key and stores them in variables that can be used for further functions A key has a unique name and serves as container for an amount of words and sentence fragments that are explicitly assigned to the key in the grammar In most cases a key represents a specific functionality that may exist in a linguistic statement For example actions persons directions time data etc are stored in a key each A key in a grammar may e g serve for acquiring locations By means of this key the speech recognition system recognizes in an announcement the term at the workstation which is assigned to key location in the grammar This term is stored in a variable and may be used in other controls HINWEIS You can obtain further detailed information on the process and systematics of speech recognition among other things on the structure of a grammar and on the key tasks from various manuals in the documentation directory of the supplied speech recognition system
352. y Layout For ConfirmCancel i Star Pound ia i Pound Star ai Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 In the Standard Functions and Key Layout for Confirm Cancel sections you find options to control the Name Dialing control by the caller Section Description of the options Standard Functions Here it is possible to activate optional features e f you activate the Use Text to Speech checkbox the values found in the database are transformed into spoken language by means of TTS and announced via telephone This requires a TTS such as Nuance Vocalizer With the help of the Use Telephony Display checkbox the name search result is shown on the caller s telephone display Key Layout for In this section you have to define the Key Layout for and for Confirm Cancel Confirmation and Cancellation of an input The first key is for confirmation the second one for cancellation By clicking the confirmation key the series of digits you entered is applied for the search and the search starts With the help of the br
353. yment and Controls Control Types Defining a new rule 1 Click on The following dialog opens fi Create new Comparison Rule Zz X Create new Rule tor Comparison Rule List N Select the values and condition of the new comparison rule 9 The values will be compared using the selected condition operator Left Value Variable to Compare 4RI4BLE2 Condition Leading characters are equal ta Leading characters are greater than Leading characters are not equal to Leading characters are smaller than Text contained in Text is equal to Value is egual to Value is smaller than Value is greater than Value is mot equal to Right Value Compare with Text i Compare with Variable 4RIGBLE3 ma Each specified rule follows the same format in which the value of a variable is compared with the value of another variable or with a permanent value The comparison is performed using a specific comparison operation such as greater than or smaller than This comparison operation serves as condition for declaring the result of a rule as applicable or not applicable 2 Inthe Left Value area you select the Variable to Compare which is to deliver the first comparison value Here you can fall back to variables you have specified for the entire workspace or for the application 3 Select one of the comparison operations in the XCondition section Possible comparison operations are e Leading c
354. yment and Controls Control Types The configuration dialog of the Definition control provides the tabs General and Commands General tab On the General tab of the Definition control you can perform the following settings See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 Properties E X Change Properties for Definition Change the General Properties For the Control of Type Definition General Commands Mandatory Name Definition Control 1 Description W Can be interrupted by the Contact Center Jw Generates raw Data for Statistics Restore Defaults Cancel Apply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 275 Application Deployment and Controls Control Types Commands tab On the Commands tab you define one or several commands for assigning values of created variables This definition is realized with the help of a wizard E Properties E Change Properties for Defin
355. you can delay playing announcements or executing controls for a specific period General tab The configuration dialog of the Delay control contains only the General tab on which the setting options described below are available See also Abschnitt 6 2 1 General Information about the Control auf Seite 187 E Properties q X Change Properties for Delay Change the General Properties For the Control of Type Delay General Mandatory Name Delay Control 1 Description Jw Generates raw Data For Statistics Callflow Processing Delay milliseconds 5000 Restore Defaults Cancel pply The Generates raw Data for Statistics checkbox is ticked off by default so that this feature is active The Vogue script thus delivers statistical information about the execution of the control Using the Report APL such data are stored in the database tables and can subsequently be used by a report engine for creating so called reports You find further information in Abschnitt 6 2 6 Creating Raw Data auf Seite 197 In the Callflow Processing Delay milliseconds field you can specify a waiting period that delays the application execution The default value is 5000 milli seconds The maximum is 99999 milliseconds Connections After the delay period has elapsed the execution of the Delay control is complete and the call can be forwarded to the next control Finished A31003 S2370 U119 4 7619 01 201
356. you enter 0 in the Connection Timeout Seconds field this feature is deactivated i e there is no limit to the telephone ringing HINWEIS The Connection Timeout seconds functions is not possible with all PBXs At the end of this section you receive a compilation of the compatible PBXs and protocols See Function compatibility A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 253 Application Deployment and Controls Control Types 254 e Inthe Key to cancel Connection field you can select a key from the key pad 0 to 9 that can be pushed to cancel the attempt to call a phone number so that the next number in the list is dialed If there is no other phone number in the list the connecting procedure is completely terminated and the appli cation continued with the control specified for the event of a failed connection If this field remains empty this feature is deactivated i e the calling attempt cannot be canceled by pushing a key any more HINWEIS Please note that the user is in the introductory announcement for the Connect control informed about the cancellation key for closing the connection See Announcements tab The Connection Setup options define in which way a call is routed Connect with PBX means routing with path replacement Connect with B Channel means routing without path replacement The following example illustrates these features a Connect with PBX pa
357. zone usage of time profiles Branching in the menu navigation depending on statistic as well as dynamic values such as the waiting loop allocation status Forwarding to an extension inclusive return call initiation Speech recognition Creating and applying call flow rules using specific conditions Definition and flexible use of variables Sending documents of different formats Searching for contacts Selecting a supported language Database query Simple recognition of infinite loops Creating statistic raw data for reporting usage 1 4 Who should read this Manual This manual addresses system administrators and Professional Service employ ees whose task it is to establish and maintain a voice application You need not have any programming knowledge to create a voice application It is created and edited in the form of a callflow using the graphical user interface of an editor A31003 S2370 U119 4 7619 01 2014 OpenScape Xpressions V7 Application Builder User Guide 11 Introduction General Notes for this Manual 1 5 General Notes for this Manual 1 5 1 Manual Structure This manual is divided in the following sections Kapitel 1 Introduction This chapter contains general information about the Application Builder appli cation and about the manual itself Kapitel 2 Installing and configuring the Application Builder In this chapter you receive information about the installation and configuration of the Applica

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