Slides from RJ Auburn's SpeechTek 2011 session on developing communication applications in CCXML.

1. CCXML For Advanced Communications Applications RJ Auburn CTO, Voxeo Editor in Chief, CCXML Paolo Baggia Director International Standards, Loquendo Co-Editor, CCXML

2. Outline Voxeo and LoquendoToday 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

4. World’s only triple cloud offering – Over 90,000 hosted ports globally; thousands of private and hybrid deployments

5. Over 200,000 developers using one or more of Voxeo’s three clouds

6. The Voxeo difference: Customer Obsession Teams, Unlocked Communications, Communications Passion3 Proprietary and Confidential

7. Company Profile Loquendo Company Profile Local representative sales offices in New York, Rome, Madrid, Paris, London, Munich Text-To-Speech Speech Recognition Speaker Verification Founded in 2001 as spin-off of Telecom Italia Lab, capitalizing the 30yrs experience by www.loquendo.com

9. Set-up calls, bridge to VoiceXML dialogs, but also transferring, conferencing, and more

10. 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.”

11. Aims of CCXML:

12. Simple for basic telephony control

13. Powerful for advanced call control features

14. Fully compatible with SIP and new applications scenarioshttp://www.w3.org/TR/ccxml/

16. Implementation Test-Suite finalized

17. 4 companies submitted Implementation Results

18. All spec features were implemented5 Jul 11 Enforce interoperability across platforms 12 May 11 2011 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010

19. CCXML Ecosystem

20. Semantic Interpretation forSpeech Recognition (SISR) VoiceXML 2.1 N-gram Grammar ML EMMA 1.0 Speech Recognition Grammar Spec. (SRGS) Natural Language Semantics ML VoiceXML 2.0 World Wide Web ASR Language Understanding Context Interpretation Dialog Manager DTMF Tone Recognizer Pronunciation LexiconSpecification (PLS) Telephone System Media Planning Pre-recorded Audio Player User TTS Language Generation Speech SynthesisMarkup Language (SSML) Reusable Components Call Control XML(CCXML) Where is CCXML?

21. CCXML System Design

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

24. External Events

25. Sends and receives HTTP eventsIt allows CCXML to speak/update/react to other entities

26. Conferencing

27. Allows the creation of advanced conferencing systems

28. Other Modalities

31. Highlights & Commands relationship <createcall> <join> <unjoin> <disconnect> <dialogprepare> <dialogstart> <dialogterminate> <var> <script><fetch> <accept> <reject> <createsession> <exit> Incoming call screening Outbound call Dialog management Scripting Create a new session Call transfer Conferencing Walking across a CCXML app External entity Interaction Logging <createcall> <join> <unjoin> <redirect> <merge> <createconference> <join> <unjoin> <destroyconference> <disconnect> <redirect> <fetch> <goto> <send> <log>

32. CallControl Adapter CCXML Interpreter VoiceXML Interpreter INIT connection.alerting ALERTING <dialogprepare> dialog.prepared <accept> connection.connected CONNECTED <dialogstart> dialog.started …… Commands & Events: CCXML in Action

33. CCXML Connection Model

34. 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>

35. 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

36. SIP Communication INVITE Alice Bob 180 RINGING 200 OK ACK RTP (voice) BYE 200 OK

38. a VoiceXML interpreter

39. other external entities using an Event I/O ProcessorExternal Entity CCXML Call Control Adapter VoiceXML Another CCXML Session

41. CLI or other parameters can be used to filter calls or to handle them in particular ways

42. Call Transfer Variations

43. Implements traditional transfer calls easily (blind, bridge, conversation/attended)

44. Allows to program unlimited variations without requiring customization

45. Attach & Dispatch Data

46. In SIP, data can attached to call

47. CCXML can receive and manipulate data or attach to outbound calls

48. Personal Assistant

49. Very elaborate and complex Assistants can be implemented in CCXML

50. Personal Assistant can span multiple calls

51. Advanced Conferencing

52. All advanced features are available for multi-party conferencing, such as monitored, touch or vocal commands, variety of private chat profiles

53. Outbound Campaign

55. Examples - Voice Chat SUPERVISOR nick4 X Books nick4 nick4 Private Room nick3 nick3 Public Rooms Music All done byCCXML andmanaged byWeb App fromCCXML Events! nick2 CHAT ROOMS arguments Music TV Cinema Books Sports Travel Holidays … nick1 nick6 nick5

56. 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

57. 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

58. 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.

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

60. 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

62. Contacts RJ Auburn rj@voxeo.com tel:+1-831-239-2993 @zscgeek www.voxeo.com Paolo Baggia paolo.baggia@loquendo.com tel:+39-011-291-3425 www.loquendo.com