2. ADVANCED
CCXML TOPICS

3. Agenda
• Advanced Call Control and Error Handling
• Outbound Dialing using Advance Call Progress
Analysis
• Delivering Customer Attached Data (CTI) via
SIP
• Getting Dirty with Advanced Operator Features
• Question and Answer

4. • Advanced call connecting/bridging
• VXML was not designed for call control, <transfer>
doesn’t cut it.
• Play multiple menu choices or prompts to
different call legs at the same time.
• Yes, you actually have control over individual call
legs
• Connect more than two parties, go for it!
• Conferencing available, mute, or unmute
participants full moderator control
Say no to For Call Control
Call Control – VXML’s Deficiency

5. • Call bridging without retaining the audio path
• This ensures high QOS while still retaining control
over the call
• Actual control over a REFER based blind
transfer
• Handling scenario where a blind transfer fails while
not losing your caller
• Implement a true “consultation” transfer
• Decide whether the agent is available prior to blind
transfer.
Call Control for Transfers

6. Error Handling
• CCXML allows users control over errors that
can occur prior to the invocation of a VXML
document
• Usage of <dialogprepare> is also key!
• CCXML documents don’t have a final state like
VXML apps, application context lives until told
to <exit/>
• Easier to recover from error, and or manage call
backs to webserver
• Implement retry logic, asynchronous state
machine provides easy control.

7. Advanced CPA Detection

8. Advanced CPA Ability
CPA is Really Cool!
• Allows for multi-phase detection
• Start a human message and change it on the fly
• Eliminate post answer silence
• Lots of knobs to tweak and tune

9. What Differentiates a Voxeo
Outbound Solution?
• Full control over your what happens on the call, no
black box dialing platform.
• Real-time results of call disposition’s and
results, allows for real-time decision making
• Tightly integrated to ensure continuity for CEBP
(Communications Enabled Business Processes)
solutions
• CPA we already learned how great it is, it’s a key
differentiator for our customers.
• More than just notification, proactive self-service
capabilities

10. SIP Data and CCXML
• Sometimes applications needs low level detail
about the call, CCXML provides that for you
• Create custom headers, append data to
existing headers.
• Read from body of INVITE
• SIP INFO messages
• Using this to deliver CTI

11. Tightly integrated Campaign Management with
Aspect ALM (Advanced List Management)
Aspect Forward Looking

12. Adding data to INVITE
INVITE sip:bob@biloxi.com SIP/2.0
Via: SIP/2.0/UDP pc33.atlanta.com;branch=z9hG4bKnashds8
To: Bob <bob@biloxi.com>
From: Alice <alice@atlanta.com>;tag=1928301774
Call-ID: a84b4c76e66710
CSeq: 314159 INVITE
Max-Forwards: 70
Date: Thu, 21 Feb 2002 13:02:03 GMT
Contact: <sip:alice@pc33.atlanta.com>
x-myheader: Foo
Content-Type: application/sdp
Content-Length: 147
v=0
o=UserA 2890844526 2890844526 IN IP4 here.com
s=Session SDP
c=IN IP4 pc33.atlanta.com
t=0 0
m=audio 49172 RTP/AVP 0
a=rtpmap:0 PCMU/8000
<createcall dest="'sip:bob@biloxi.com'" hints="hints"/>

13. SIP For Data Transmittal
INFO sip:alice@pc33.example.com SIP/2.0
Via: SIP/2.0/UDP 192.0.2.2:5060;branch=z9hG4bKnabcdef
To: Bob <sip:bob@example.com>;tag=a6c85cf
From: Alice <sip:alice@example.com>;tag=1928301774
Call-Id: a84b4c76e66710@pc33.example.com
CSeq: 314333 INFO
Info-Package: foo
Content-type: application/foo
Content-Disposition: Info-Package
Content-length: 24
I am a foo message type
<send name="'sip.info'" target="event$.connectionid" targettype="'connection'"
hints="hints" namelist="Content"/>
CCXML

14. Reading The SIP Body
<log
expr="'body='+JSON.stringify(event$.connect
ion.protocol.sip.body)"/>
What Codecs are Offered?
What Media Endpoint is it?
P-Time of 20, 30, etc…?

15. • Creation of and Reading of all ISUP Bodies
• SS7 is still a huge part of the world and we need
access
• Early Media Operations
• Play media prior to connect, ring back tones, early
media dialogs
• Bridging calls in early media state
• And still know when the real “offhook” arrives
• Support for advanced SS7 transfers, ie: Nortel RLT
• Control over sending a ringing event vs not
Operator Capabilities
Mobile, Landline, or VOIP Operator Features

16. Questions and Answers