| Oracle® Voicemail & Fax Administrator's Guide 10g Release 1 (10.1.1) Part Number B14496-03 |
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| Oracle® Voicemail & Fax Administrator's Guide 10g Release 1 (10.1.1) Part Number B14496-03 |
|
|
View PDF |
This appendix contains the XML tags used in the IVR call flows.
These XML tags are used to create call flow documents used in IVR deployments. The tags fall into the following categories:
State tags – Mark the progress of a call through the call flow.
Declaration tags – Used to declare profiles and roles.
Configuration tags – Specify the default behavior of the application.
Action Type tags – Actions associated with a call flow state.
Common Action tags – Actions that can be used with any of the action types.
For each tag, there is a description of the purpose of the XML tag. Contents describes what is contained within the tag, for example, other XML tags that may be required or optional. Unless otherwise specified, the tags contained within a tag must be specified in the order shown. A tag may also contain other information, for example, the <startState> tag contains name of a state. Some XML tags have Attributes that are specified within that tag. For example, the <menuItem> tag has a key attribute. An example of this attribute specified for the <menuItem> tag is <menuItem key="0">. Parent Tags lists those tags within which the XML tag may be contained. For example, the <extensionTransferConfig> tag is always found within the <globalConfig> tag.
Refer to "About Call Flows" for information on how these XML tags are used in a sample call flow, CallFlow1. You can find other examples of call flows in the following location: %UM_HOME/sample/ivr. Use an XML editor or any text editor to view and edit these files. Refer to "Sample Deployments" for more information about the deployments that use these call flows.
The state tags are used to mark the progress of a call through the call flow.
Indicates the state to which control transitions if a specified transition point is reached.
Contents
Name of the state to which control transitions.
Attributes
None
Parent Tags
onSuccess, onCancel, onMiscError, onTimeout, menuItem
Specifies the end state of a call flow.
Contents
Name of the call flow's end state.
Attributes
None
Parent Tags
stateMachine
Defines a keypress that causes control to return to the previous state in the current path.
Contents
None
Attributes
| Attribute Name | Value |
|---|---|
| key | numbers 0 through 9, #, or * |
Parent Tags
keyPresses
Indicates that control return to the previous state when a menu has timed out. A menu times out when the caller does not give a timely response (that is, within eight seconds) and either of the following conditions is true:
The noResponseOk attribute of the containing timeoutBehavior is set to true
The menu has replayed twice after the caller fails to respond to the current state's menu within eight seconds
The time within which the caller must respond is not configurable.
Contents
None
Attributes
None
Parent Tags
timeoutBehavior
Specifies the start state for a call flow.
Contents
Name of the call flow's start state.
Attributes
None
Parent Tags
stateMachine
The declarations tags are used to declare profiles and roles in the call flow.
Contains the declarations for all profile keys and sound file roles used in the call flow.
Contents
profKeys, sfRoles
Attributes
None
Parent Tags
stateMachine
Contains the declaration for a profile key.
Contents
Name of a profile setting key
Attributes
None
Parent Tags
profKeys
Refers to information that is specified in a profile.
Contents
The name of the profile key.
Attributes
None
Parent Tags
mailbox, extension, ivr
Contains the declarations for all profile keys.
Contents
profKey +
Attributes
None
Parent Tags
declarations
Contains the declaration for a single sound file role.
Contents
Name of a sound file role.
Attributes
None
Parent Tags
sfRoles
The configuration tags are used to specify the default behavior of the application.
Specifies global configuration information that applies to all states.
Contents
onMiscError
Attributes
None
Parent Tags
globalConfig
Contains global configuration information for states with the action type extensionTransferAction.
Contents
[onMiscError]
Attributes
None
Parent Tags
globalConfig
Contains global configuration information for states with the action type getExtAndTransferAction.
Contents
[onMiscError], directoryAccess, dialRestriction
Attributes
None
Parent Tags
globalConfig
A container for default configuration information.
Contents
allConfig, [getExtAndTransferConfig], [extensionTransferConfig] , [mailboxTransferConfig] , [menuConfig] , [playInfoConfig], [passToServiceConfig]
Attributes
None
Parent Tags
stateMachine
Contains global configuration information for states with action type mailboxTransferAction.
Contents
[onMiscError]
Attributes
None
Parent Tags
globalConfig
Contains global configuration information for states with action type menuAction.
Contents
[onMiscError] , keyPresses, timeoutBehavior
Attributes
None
Parent Tags
globalConfig
The action types are the possible actions associated with a call flow state.
Indicates whether call detail information is destroyed before the call is passed to another service.
Contents
true indicates that call detail information is destroyed; false indicates that call detail information is not destroyed before the call is passed to another service. If waitForReturn is true, call detail information will be restored when control returns to this action.
Attributes
None
Parent Tags
passToServiceAction
Specifies the restrictions on telephone numbers to which callers may transfer. If a global default is not specified using the <getExtAndTransferConfig> tag, dialRestriction defaults to SITE.
Contents
The dialRestriction tag may contain the following values:
SITE – Restricts calls to telephone numbers at the primary site
SYSTEM – Restricts calls to telephone numbers that belong to some site on the system
NONE – No restriction is applied. Calls may be transferred to any phone number that is supported by the PBX.
Specify the contents using the uppercase values.
This tag is nillable.
Attributes
None
Parent Tags
getExtAndTransferConfig, getExtAndTransferAction
Indicates whether dial-by-name directory access is enabled through getExtAndTransferAction actions.
Contents
true if directory access is enabled, false if directory access is not enabled. Default is true.
Attributes
None
Parent Tags
getExtAndTransferConfig, getExtAndTransferAction
Specifies the number to which a call is transferred when control enters a specific extensionTransferAction action.
Contents
profKeyRef
Attributes
None
Parent Tags
extensionTransferAction
Indicates configuration information for an extensionTransferAction action.
Contents
[onMiscError] , extension, onSuccess
Attributes
None
Parent Tags
state
Indicates configuration information for the getExtAndTransferAction action.
Contents
[onMiscError] , leadSoundFile +, onSuccess, onCancel, onTimeout, directoryAccess (nillable), dialRestriction (nillable)
Attributes
None
Parent Tags
state
Indicates the ID of a service to which to pass the current call when control enters a specific passToServiceAction. You can send a caller to the following Oracle Voicemail & Fax Services: Retrieval Service, Recording Service, and Fax Receiving Service. When a caller is sent to the Retrieval or Recording service, they enter the services as if they had directly called the Oracle Voicemail & Fax system and were routed to these services. When the IVR is passed to the Fax Receiving Service, it behaves the same way as a fax call coming into Oracle Voicemail & Fax.
Contents
ID of a service to which to send the current phone call. The valid values are:
retrieval
recording
fax
The values are not case-sensitive.
Attributes
None
Parent Tags
passToServiceAction
Specifies the IVR to which the passToServiceAction passes the call.
Contents
profKeyRef
Attributes
None
Parent Tags
passToServiceAction
Specifies whether keys pressed during a playInfoAction action are flushed from memory or saved for future playInfoAction actions. Use keyFlush when you want to flush the buffer of any of the user's key presses before going on to the next state. For example a user may press the asterisk key twice (**) instead of once. If the buffer is not flushed out, any extra key presses (in this instance the second *) become the input for the next action requiring a key press. This may not result in the desired behavior.
Contents
true flushes the keypresses from memory. false keeps the keypress information for future actions. Default is true.
This tag is nillable.
Attributes
None
Parent Tags
playInfoConfig, playInfoAction
Specifies whether keys pressed during playInfoAction action interrupts the playing of messages.
Contents
true interrupts the playing of messages, false does not interrupt the playing of messages. Default is false.
This tag is nillable.
Attributes
None
Parent Tags
playInfoConfig, playInfoAction
Defines the behavior of keypresses for global defaults or for menu-specific settings.
Contents
menuItem *, [repeatOptions], [previousState]
Attributes
None
Parent Tags
menuConfig, menuAction
Indicates a sound file that should be played at the beginning of a state's action.
Contents
sfRoleRef
Attributes
None
Parent Tags
getExtAndTransferAction, menuAction
Specifies the telephone number of a mailbox to which the current caller leaves a message when control enters a specific mailboxTransferAction action.
Contents
profKeyRef
Attributes
None
Parent Tags
mailboxTransferAction
Indicates configuration information for a mailboxTransferAction action. mailboxTransferAction transfers the caller to the Oracle Voicemail & Fax Recording Service where the caller can leave a voicemail message.
Contents
[onMiscError] , mailbox, onSuccess
Attributes
None
Parent Tags
state
Indicates configuration information for a menuAction action.
Contents
[onMiscError] , leadSoundFile, keyPresses, timeoutBehavior
Attributes
None
Parent Tags
state
Indicates a valid keypress for a menu.
Contents
destinationState
Attributes
| Attribute Name | Value |
|---|---|
| key | numbers 0 through 9, #, or * |
Parent Tags
keyPresses
Indicates configuration information for a passToServiceAction action.
Contents
[onMiscError] , id | ivr
Attributes
None
Parent Tags
state
Indicates configuration information for a playInfoAction action.
Contents
[onMiscError] , soundFile +, onSuccess, keyInterrupt (nillable), keyFlush (nillable)
Attributes
None
Parent Tags
state
The common actions are actions that may be used with any of the action types.
Describes a transition that occurs when the caller cancels an action.
Contents
destinationState
This tag is nillable.
Attributes
None
Parent Tags
getExtAndTransferAction
Indicates a transition when an action encounters an unexpected, miscellaneous error.
Contents
destinationState
This tag is nillable.
Attributes
None
Parent Tags
allConfig, getExtAndTransferConfig, extensionTransferConfig, mailboxTransferConfig, menuConfig, playInfoConfig, passToServiceConfig, getExtAndTransferAction, extensionTransferAction, mailboxTransferAction, menuAction, playInfoAction, passToServiceAction
Describes a transition that occurs when a state's action is successful. The definition of success depends on the action type. Not all action types use the onSuccess tag.
Contents
destinationState
This tag is nillable.
Attributes
None
Parent Tags
getExtAndTransferAction, extensionTransferAction, playInfoAction, passToServiceAction, mailboxTransferAction
Indicates a transition when the call times out in a particular state. The definition of a time out depends on the action type of the current state and how the state is configured.
Contents
destinationState
This tag is nillable.
Attributes
None
Parent Tags
timeoutBehavior, getExtAndTransferAction
Contains information on the behavior of a menu when a user does not respond within eight seconds. This response time is not configurable.
Contents
retreat|onTimeout
This tag is nillable.
Attributes
| Attribute Name | Value |
|---|---|
| noResponseOk | true, if the absence of a response from a caller is acceptable |
| false, if the absence of a response from a caller is an error that causes the menu to repeat |
Parent Tags
menuConfig, menuAction
Indicates whether a passToServiceAction waits for the target service to return the call to the call flow. For example, if the call flow passes the call to the Recording Service, it can wait for the caller to finish recording their message and return to the call flow to perform another action. If waitForReturn is set to false, once the call is passed to the Recording Service, the call is not returned to the IVR.
Contents
true, if the current passToServiceAction action waits for the target service to release the current call to the call flow. false, if the current passToServiceAction action does not wait for the target service to release the current call.
Attributes
None
Parent Tags
