CCXML For Advanced Communications Applications

SpeechTEK2011 – D202 - Managing Phone Calls 1

CCXML For Advanced Communications Applications

RJ AuburnCTO, VoxeoEditor in Chief, CCXML

Paolo BaggiaDirector International Standards, LoquendoCo-Editor, CCXML


Outline

Voxeo and Loquendo Today Introduction

– What is CCXML? Where is it today? CCXML vs. VoiceXML:

– Complementary and/or Supplementary Intro to CCXML Basic Application Scenarios Advanced Application Scenarios More Information and Resources


Voxeo Company Profile

Founded in 1999 World’s only triple cloud offering – Over 90,000 hosted ports

globally; thousands of private and hybrid deployments Over 200,000 developers using one or more of Voxeo’s three

clouds The Voxeo difference: Customer Obsession Teams, Unlocked

Communications, Communications Passion

3 Proprietary and Confidential


Headquarters in Torino

Customers in over 50 countries

Over 100 patents worldwide

Multilingual, proprietary technologies in 31 languages

and in 75 voices

Market leader for award-winning voice technologies

Global Company

Company Profile

Founded in 2001 as spin-off of Telecom Italia Lab, capitalizing the 30yrs experience

Text-To-SpeechSpeech RecognitionSpeaker Verification

by

Local representative sales offices in New York, Rome, Madrid, Paris, London, Munich

www.loquendo.com

Loquendo Company Profile


What’s CCXML?

CCXML 1.0 stands for “Voice Browser Call Control: CCXML Version 1.0”

W3C Standard for Call Control: Set-up calls, bridge to VoiceXML dialogs, but also transferring, conferencing, and

more

From the specification:“[…] the Call Control eXtensible Markup Language. CCXML provides declarative markup to describe telephony call control. CCXML is a language that can be used with a dialog system such as VoiceXML.CCXML can provide a complete telephony service application, comprised of Web server CGI compliant application logic, one or more CCXML documents to declare and perform call control actions, and to control one or more dialog applications that perform user media interactions.”

Aims of CCXML: Simple for basic telephony control Powerful for advanced call control features Fully compatible with SIP and new applications scenarios

http://www.w3.org/TR/ccxml/



Where is CCXML?

W3C Recommendation since July 5th, 2011 Implementation Test-Suite finalized 4 companies submitted Implementation Results All spec features were implemented

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010

WorkingDraft

Last CallWorking Draft

CandidateRecommendation

ProposedRecommendation

W3CRecommendation

12 May 11

5 Jul 11

1 Apr 10

19 Jan 07

Enforce interoperability across platforms

Specification development Dispose publiccomments

Impl. Report Dev

CCXML 1.0 is the next W3C Recommendation:

2011

IRTesting

http://www.w3.org/TR/2010/CR-ccxml-20100401/

http://www.w3.org/TR/2007/WD-ccxml-20070119/


CCXML Ecosystem


DialogManager

WorldWideWeb

TelephoneSystem

ContextInterpretation

MediaPlanning

LanguageGeneration

TTS

ASR

DTMF Tone Recognizer

Pre-recorded Audio Player

Speech SynthesisMarkup Language (SSML)

Pronunciation LexiconSpecification (PLS)

Reusable Components Call Control XML(CCXML)

Semantic Interpretation forSpeech Recognition (SISR)

N-gram Grammar ML

Speech RecognitionGrammar Spec. (SRGS)

Natural LanguageSemantics ML

VoiceXML 2.0

VoiceXML 2.1 EMMA 1.0

User

LanguageUnderstanding

Where is CCXML?


CCXML System Design


CCXML – Complementary/Supplementary Two different domains:

VoiceXML: dialog-oriented synchronous language for high-level dialog design

Complemented by: CCXML: event-driven asynchronous telephony call control

CCXML completes VoiceXML: By implementing many telephony features within an XML

markup language Advanced Telephony Call Control

Extremely flexible and powerful It takes full advantage of SIP/VoIP

External Events Sends and receives HTTP events

It allows CCXML to speak/update/react to other entities Conferencing

Allows the creation of advanced conferencing systems Other Modalities

Can interact with other modalities, e.g. inside W3C Multimodal Architecture


Highlights & Commands relationship

Incoming call screening Outbound call

Call transfer ConferencingWalking across

a CCXML app

Dialog management

External entityInteraction

Scripting

<createcall><join><unjoin><redirect><merge>

<accept><reject>

<createcall><join><unjoin>

<disconnect>

<createconference><join>

<unjoin><destroyconference>

<disconnect><redirect>

<dialogprepare><dialogstart>

<dialogterminate><createsession>

<exit>

<var><script><fetch>

<fetch><goto>

Create a new session

Logging

<send> <log>


Call Control Adapter

CCXML Interpreter

VoiceXML Interpreter

<accept>

INIT

connection.connected

ALERTING

dialog.prepared

<dialogprepare>

<dialogstart>

dialog.started

CONNECTED

connection.alerting

……

Commands & Events: CCXML in Action


CCXML Connection Model


CCXML Hello World<?xml version="1.0" encoding="UTF-8"?><ccxml version="1.0”> <eventprocessor>

<transition event="connection.alerting"> <log expr="'***** CONNECTION ALERTING *****'"/> <if cond="event$.connection.remote == ’tel:+18315551234'"> <reject/> <else/> <accept/> </if> </transition>

<transition event="connection.connected"> <log expr="'***** CALL WAS ANSWERED *****'"/>

</transition>

<transition event=”connection.disconnected”> <log expr=”‘*** Call was disconnected ***’”/> <exit/> </transition>

<transition event="error.*"> <log expr="'an error has occured (' + event$.reason + ')'"/> <exit/> </transition> </eventprocessor></ccxml>


Session Initiation Protocol

Session Initiation Protocol (SIP)defines how to establish a communication session betweentwo endpoints

Primarily used for voice, but can for IM or virtually any other protocol

Almost always used in client/server configuration with "SIP proxies" in control of "SIP endpoints"

– Work going on in P2PSIP - see www.p2psip.org

Text-based protocol, originally modeled on HTTP


SIP Communication

Alice Bob

RTP (voice)

INVITE

180 RINGING

200 OK

ACK

BYE

200 OK


CCXML Sending Events

CCXML can send events or other information to: another CCXML Server a VoiceXML interpreter other external entities using an Event I/O Processor

CCXMLCall Control Adapter

External Entity

VoiceXML

Another CCXML Session


Application Scenarios


Application Scenarios

Call Screening / Routing Calls CLI or other parameters can be

used to filter calls or to handle them in particular ways

Call Transfer Variations Implements traditional transfer

calls easily (blind, bridge, conversation/attended)

Allows to program unlimited variations without requiring customization

Attach & Dispatch Data In SIP, data can attached to call CCXML can receive and

manipulate data or attach to outbound calls

Personal Assistant Very elaborate and complex

Assistants can be implemented in CCXML

Personal Assistant can span multiple calls

Advanced Conferencing All advanced features are

available for multi-party conferencing, such as monitored, touch or vocal commands, variety of private chat profiles

Outbound Campaign All kinds of outbound calls

with voice applications can be programmed


Examples – Taxi Reservation System

Check if it’s the first time that she’s is requiring the service(CLI info)

YES NO(address info)

The Voice Application isstarted, the system asks to the client if the departure is alwaysthe same.

If yes, the system makes the reservation . If not, the system redirects the call to a human operator.

Redirect to a human operator


Examples - Voice Chat

CHAT ROOMS arguments

Music

TV

Cinema

Books

Sports

Travel

Holidays

…

Public Rooms

nick1

Music

nick2

nick4

Books

nick5

nick6

nick3

nick4

Private Room

nick4

nick3

SUPERVISOR

XAll done byCCXML andmanaged by

Web App fromCCXML Events!


Solution Profile: Ringio

Ringio is a CRM friendly Virtual PBX that helps smaller companies improve the quality of their customer interactions.

Hosted in the Voxeo Public Cloud

Leverages CCXML for all aspects of call control, call routing and conferencing

Rich Connections into the Social CRM Cloud


Solution Profile: IfByPhone

Ifbyphone is a voice based marketing automation platform that helps companies drive sales, reduce collection cycles, measure marketing effectiveness and improve customer experience.

Hosted service running on a Voxeo Private Cloud deployment inside ifbyphones’s datacenters

Enables click to call, follow me find me, call routing applications


Solution Profile: Comcast

Installer and Customer Service IVR Applications

Uses CCXML for:– Installer Test Calls – Advanced Call Transfer

scenarios – Reminder and Automated

outbound scheduling. Deployed as a Hybrid Cloud

deployment on the Voxeo Prophecy platform.


Conclusions

CCXML 1.0 is a real opportunity today:Standard, widely accepted by the industry, powerful and flexible

CCXML 1.0 complements and supplements today VoiceXML Infrastructure

CCXML 1.0 adds flexibility and simplicity to the management of basic call control scenarios but also allows a full new range of sophisticated applications




Resources

W3C Web Sites– http://www.w3.org/tr/ccxml - Latest spec– http://www.w3.org/voice - Working group home

Voxeo– http://www.voxeo.com/free - Free CCXML Development

tools, documentation, tutorials and resources – http://triplecloud.com/ - Unified Customer Experience

platform for deployment in public, private and hybrid clouds

Loquendo– http://www.loquendo.com/ - Loquendo Speech and IVR

platforms

http://www.w3.org/tr/ccxml

http://www.w3.org/voice

http://www.voxeo.com/free

http://www.triplecloud.com/

http://www.loquendo.com/



Contacts

RJ [email protected]:+1-831-239-2993@zscgeek

www.voxeo.com

Paolo [email protected] tel:+39-011-291-3425

www.loquendo.com

mailto:[email protected]

mailto:[email protected]

Date post:	20-May-2015
Category:	Technology
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CCXML For Advanced Communications Applications

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