The Nexmo Voice API - AAT 2016

How to Voice-Enable Your App with Nexmo Voice API

Roland Selmer, Product Lead

Phil Leggetter, Head of Developer Relations

About Nexmo

Reinventing communicationNexmo’s Cloud Communications Platform enables you to develop faster and easier than ever before.

Our PlatformA set of cloud-based communication APIs designed to remove the pain of integrating with multiple carriers – and take you global in the blink of an eye.

7 BillionPhones reached globally

130,000Developers

5 BillionAPI calls annually

99.997%Platform uptime

1235+Networks connected

2Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission.

Nexmo’s Cloud Communication Platform

Messaging APIHigh deliverability &low latency globally

Verify API & SDKTurnkey solutionfor phone verification

IoT API (alpha)Next generation solutions for connecting IOT devices and M2M

Voice APIText-to-Speech, VoiceXML and SIP

Number Insight APIKnow your customers,communicate with context

Phone Number APILargest global reach, instant provisioning for SMS & Voice

Chat App APIAccess to all chat appswith one API


Leaders have chosen Nexmo in key verticals

Chat Apps Transport Social Communication FinanceTravel


VoiceCall From The Cloud

What is a voice API & why?

Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. 66

An API used to make, receive and control a telephone call through a REST interface

Voice is still the most natural interface across varying form factors

7.22 billion mobile phones in a world of 7.19 billion people

▪ Disruptive: Build a contact centre in software $10k Vs $10m

▪ Agile: Compete with Telcos and create things they can’t e.g AI, IOT etc.

▪ Use cases: Unlock new use cases with advanced features like split call recording for transcription, sentiment analysis etc.

▪ Zero Install: No proprietary software to install, upgrade or maintain

Benefits of Voice in the Cloud


Faster Time to Market & Simplicity High Quality Global Reach Easy to scale/lower TCO

Voice Features

Built for the modern webWith our powerful Voice API you can build

apps that scale easily with the web technologies that you are already using.

Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission.

Build high-quality voice applications in the cloud

88

Low Latency, High-Quality VoiceLatency can make or break voice

services. So we use only the highest quality routes and tier 1 carriers with

most major codecs supported.

More Numbers in More CountriesWe have more SMS, Voice and Toll-Free numbers in more destinations than any

other provider – and that includes traditionally difficult to access countries.

Buy vs Build Vs API


Buy: H/W & S/W▪ Quick solution to a business problem ▪ No technical skills required▪ Expensive legacy per seat pricing▪ Can also be inflexible

Build: DIY▪ Maximum flexibility: custom solution

per use case▪ Very expensive and difficult to scale▪ Specialised skills required to maintain

complicated software

Build: API▪ Every digital business is an API run

business▪ Flexibility: custom solution per use case▪ Elastic: Scale on demand▪ Pay as you go model

9

Feature Overview: Voice API

Call ControlCall transfer, hold and playback audio to a live call

ConferencingSimple and moderated conferences, muting, earmuffing, notifications

Call RecordingRecord inbound and live calls, store recordings

Phone NumbersLargest global reach, instant provisioning

Only pay for what you use with “per second” billing

Text-to-SpeechSend text-to-speech messages, prompt for response

Inbound Call ProcessingNexmo Call Control Object manages inbound calls using developer-friendly JSON

SIP TrunkingBasic SIP trunk for PBX type application

Programmability Nexmo Call Control Object manages Inbound calls using developer-friendly JSON


VoiceUse Cases

Use Case: Proxy

Value - Enables buyers and sellers to connect anonymously

▪ Improved privacy

▪ Keep transactions on platform and prevents revenue leakage

▪ Enables transaction audit for customer service


Guest HostMasked communication via

virtual numbers

Nexmo Voice API

1313

Use Case: Call Tracking

Value - Setup call system for dentists and patients

▪ Call tracking can be used to track communication with assigned numbers

▪ Can be used for various phone-based processes

▪ Data-driven: Track response rates and analytics


Inquiries

1414

Nexmo Voice API

Use Cases: Contact Center

Customer

15

How it works - Building a contextual, automated customer experience

CallbackEnables customer to enter their number to receive a local callback

DistributedRemote agents, remote offices on one system

MeasurableTrack response rates, call duration, ROI

Cloud IVRContextual and simple, to optimize customer experience

RecordingEnable instant call recording

Integrated with CRMAdd Voice support to your CRM for outbound sales

ContextualConnects customers to the right people with the right data

100% CloudNo hardware required, easy to setup and adapt


Nexmo Voice API

VoiceThe Basics: How a Voice API Works

Caller A

Answer URL Event URL

Calls & Conversations


Conversation

CCaller B

17

How it Works: Inbound


Inbound call is made to a Nexmo LVN

Long virtual number

1

2

1818

Answer URL

Event URL

Nexmo Platform

Customer Server

[LVN]

The Nexmo platform requests an NCCO (Nexmo Call Control Object) from the Answer URL on the application server to execute some instructions

e.g. play a file, play TTS, collect DTMF for an IVR etc.

3 Call events are sent to the Event URL

How it Works: Outbound


Nexmo Platform

1

Customer Server

2

End user

3

1919

Call events such as (‘started’, ‘ringing’, answered, ’busy’, ‘failed’, ‘timeout’, ‘cancelled’, ‘machine’, ‘completed’ ) are sent to the Event URL

Initial HTTP request made by customer’s server to the Nexmo platform & applicable HTTP response is received

1. HTTP API

3. Answer URL

4. Event URL

2. Outbound Call

Nexmo platform initiates outbound call to number specified in the HTTP request

Once call is answered, the Nexmo platform requests NCCO from the Answer URL to execute instructions e.g. play a file, play TTS, collect DTMF for an IVR etc.

4

▪ Introduced to support more complicated use cases

▪ Applications are a container that allow developers to store use case specific settings

▪ Applications also generate and hold authentication information, used to generate tokens that authorise the use of the API

▪ Applications are created through an API call or through the Nexmo Command Line Interface (CLI) tool

> Developer implication: Customer use cases become more modular, more manageable

Nexmo Applications


▪ We are moving to a token based authentication method

▪ JSON Web Tokens are an open, industry standard (RFC 7519) method for authenticating API’s

▪ Private Key generated from Application used to sign JWT

▪ Slight increase in complexity as developers will mint their own tokens

> Developer implication: Important for customers requiring more security e.g Fintech verticals

Authentication: JSON Web Tokens


Beginning of stack [ { "action": "conversation", "name": "nexmo-company-call" }]

ActionOptions

> Developer implication: Easier to build complex use cases

Nexmo Call Control Object


Connect - Used to to connect an inbound call to another numberE.g. use case: Voice proxy for call

Transfer - Used to move a call leg from one conversation to another E.g. use case: Call transfer for contact centre

Talk - Used to generate TTSE.g Use case: Voice broadcast, critical voice alert, 2FA

Stream - Used to stream a file to a call leg or conversationE.g. use case: Play music on hold for contact centre; voice files for 2FA

Record - Used to record a either a call leg or a conversationE.g. use case: Recorded voice proxy; recorded contact centre

NCCO Actions: Building Blocks


▪ Input - Collects DTMF digits that have been pressed by a caller E.g. use case: Collect input to navigate an IVR; Get confirmation from a TTS call

▪ Conversation - Used to create a conference callEg. use case: a conference call with two or more participants; warm transfer in a call centre

▪ Delay - Pauses the execution of the NCCO call stackE.g. use case: Time to complete a network action like real time translation

▪ Reject - Rejects an incoming call without answering itE.g. use case: Hosted voicemail

NCCO Actions: Building Blocks


How to Build a Voice Application


Create a Voice App

1

Retrieve Keys

Perform REST request to Nexmo API

Assign LVN to Application

(for inbound)

2

3

4 5 Use JWT to authenticate REST calls to the voice API

Use private key to mint new JWT

Retrieve application ID & public/private key pairs

Create an application, setting answer & event URL’s

For inbound calls, configure an LVN to point to to the new application

Mint a JSON Web Token

Date post:	17-Jan-2017
Category:	Software
Upload:	roland-selmer
View:	693 times
Download:	3 times

The Nexmo Voice API - AAT 2016

Software