voxpilot.com

Technology

Architecture

A VocaBase voice application server natively integrates with:

• Web client stations that use the VocaBase Studio software services for administration, configuration and operation of the application;
• VoiceXML platforms, to which it delivers dynamic VoiceXML pages on demand for the execution of dialogs as the call flow moves forward, according to the way it is configured in the application model;
• Company IT administration and CRM systems to obtain a profile of the customer who calls and personalized information needed by this customer;
• Call center management software for exchanging all information pertinent to the call context and thereby avoiding useless re-entering of information;
• Company database management systems for storing histories and statistical reports related to operation of the voice application.


A VocaBase server can handle 200 simultaneously calls.

For applications needing greater processing power, the required processing power will be distributed among a physical server farm working under a load balancing.

Within a company architecture, it is customary to dedicate different servers to the tasks of application development, test and production, so that online deployment can be carried out without disrupting operation.

User Interface

The VocaBase Studio user interface is a web-based client fully compliant with all major browsers. Utilization of a web client facilitates administration, configuration and remote operation, a function that is particularly appreciated when the server is hosted by a specialized service operator.

Scalability

VocaBase is designed as a generic tool that allows managing all of a company's voice applications. Its internal structure is thus modular and can be scaled in such a way as to allow a progressive increase in the different parameters that influence the size of the voice portal:

• Traffic (number of physical servers and ports)
• Services (quantity of voice services proposed)

• Plug-ins (number of interfaces with external systems)

• Users (number of persons intervening in system configuration and operation)

VocaBase multi-platform support also enables adapting developed applications to the inevitable market evolution of basic technology.

Time to market

Deployment time needed for a VoiceXML application includes not only development work, but also testing and adjustment. This last phase, which is key to the project, is often underestimated in the deployment schedule. Less experienced users, in particular, can waste precious time learning about the different elements to be integrated into the solution (VoiceXML platform, application server, text-to-speech and speech recognition engines) and mastering the different languages and protocols utilized (VoiceXML, SRGS, SSML, MRCP, SIP, Java, JSP, Webservices, SQL, etc.).

In contrast, the VocaBase generic software package for voice application management includes an extensive native set of standard services and functions that have been proven through multiple operating references and that continue to evolve beyond and independently of the fine tuning implemented. They also feature integrated tools for testing and fine tuning the applications, through simulation or in actual operation.

Benefits are immediate as concerns implementation costs: users will avoid wasting valuable time on searching for and correcting the errors that are inherent to all specific developments and will optimize performance. In other words, the risk of experiencing significant delay in the deployment of a new voice server, or even of failure, is significantly reduced.

Functions

In just one tool, VocaBase integrates all the services required for complete management of the IVR: administration, configuration and operation. The application is both open and controlled :

Design

VocaBase features different tools that allow to configure the applications of a voice portal through simple parametering:

• 
General ergonomics: Integral implementation through configuration (graphic selections, forms to be completed, boxes to check, etc.) avoiding any programming job; Creation of new objects by copy/paste of existing objects; online configuration; Online contextual help.

• Script development: Separation of script into reusable modules broken down into standard elementary steps; Voice interaction steps; Call control steps: hang-up, transfer; Operational steps: calculations and orientation; simple configuration of script development logic (module and step sequencing, sequence rupture, etc.); dynamic expression language for configuring the business rules that govern the logic of the dialog, prompt contents and the choices authorized in the menus; automatic generation of VoiceXML 2.0 pages; Configuration of general parameters that can be modified by less-qualified users through operating modes.

• Voice interactions: Interaction steps: messages, static and dynamic menus, dates, names, message recording, confirmation by e-mail or SMS; Support of audio prompts and/or static and/or dynamic tex-to-speech; DTMF interactions (telephone keys) and/or speech recognition (with grammar management); Standard profiles for error processing; "Barge-in" configuration; Global orders; Multilingualism.

• IT and ICT integration: Read/write access to SQL database; Integration of web services and http/XML interfaces by JSP plug-ins; Optional encryption of secured applications; Integration of other VoiceXML applications
; ICT integration (bidirectional exchange of call context data between IVR and agents).
• Archive configuration: Definition of events to be archived
; Configuration of call tags to be used in statistical reports.
• Collaborative development: Vertical (by software service) and horizontal (by application module) access protection; Traceability of all configuration changes (time-stamped and dated signatures); Notification by alerts in case of concurrent modifications.
• Tools for fine tuning and adjustment
: Online verification of configuration consistency; Cross references for steps and variables; Automatic generation of dialog outline (documentation); Graphic simulator of script development with debug mode; Event-driven archiving of all operations carried out during the call.

Administration

VocaBase integrates administrative tools for all resources used by the voice application server:

• 
Installation: Virtual Java machine and J2EE platform installation; VocaBase installation.
• Technical resources: VoiceXML platform; Speech synthesis and recognition engines; SQL sessions with the DBMS (including high availability management).
• Access security: List of users and groups; Individual access rights.
• Languages: Choice of languages to be used in the application.
• Version management
: Back-up / total or partial recovery of application elements.
• Deployment
: From development server to production servers via test servers.
• Automatic tasks: Configuration of planners to calculate call tags and generate reports.
• Monitoring system: Real-time monitoring of resources; Consultation of system logs.

Operation

• Operating modes
: Configuration of operating modes (assignment of values to parameters); Selection of active operating mode.
• Real-time tracking: Number of on-going calls. 
• Chronological call log: Log display according to filter criteria; Display of detailed call record.
• Statistical reports: Configuration of report contents; Automatic scheduled generation of reports; Consultation of automatically generated reports; On-demand report generation.
• Special specific functions: Screen for business-specific configuration of an application.