VoiceXML feature

Type of feature

VoiceXML is an optional feature.

About VoiceXML

The VoiceXML (Voice Extensible Markup Language) feature provides another language with which to write IVR applications for the Avaya IR system. The Avaya IR system uses the VoiceXML 2.0 specification with a few documented exceptions, which are listed in Unsupported features of the VoiceXML 2.0 specification.

VoiceXML is a Web language that is similar to HTML. However, instead of working with a graphical browser to interact with users, as HTML does, VoiceXML uses a voice browser.

A voice browser system enables VoiceXML applications to perform many IVR functions, such as:

• Prompting users with text-to-speech (TTS) and prerecorded digitized audio
• Collecting user input with speech recognition and dual tone multi-frequency (DTMF) input
• Recording user speech
• Providing basic telephony control, such as transfer and hang up

The support for VoiceXML is important because it is a way to leverage the existing web infrastructure for developing applications and therefore opening the Web for IVR applications as well as provide support for a standardized scripting language.

In addition, with the introduction of support for Secure Sockets Layer (SSL) technology in Release 1.2.1, VoiceXML IVR applications can be made more secure. SSL is a protocol designed to allow the secure transmission of data over the Internet. It works by using a private key to encrypt data transmitted using the SSL connection. For companies desiring to use VoiceXML applications to request and send sensitive data, such as user account numbers or credit card numbers, SSL allows them to do this securely and safely.

Like TAS applications, VoiceXML applications can be enabled with speech recognition and TTS, with the following limitations:

• VoiceXML for Avaya IR does not support WholeWord speech recognition. Speech recognition must be provided for VoiceXML applications using the proxy speech packages. For more information, see Natural Language Speech Recognition (NLSR).

  For dynamic speech, that is, speech that converts information from a database, the Proxy Text-to-Speech (PTTS) feature is highly recommended. (The Enhanced Basic Speech feature can be used for dynamic speech in TAS applications, but not in VXML applications.) For more information on PTTS, see Proxy Text-to-Speech (PTTS).

VoiceXML is integrated into the IVR Designer development environment. See Avaya IVR Designer for VXML Help for more information.

Software requirements

The VoiceXML feature requires the following software:

• VoiceXML package

Application development considerations

IVR Designer includes the capability to create VoiceXML applications.

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