1. 2010224 Cisco Unified Contact Center Enterprise

2. 3. 4.

DB

5.

6.

7.

8.

9.

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?

?

?

?

10.

11. CCE 12. CCE Voice GW CCM Agent 2000 Agent 2001 Agent 2002 UCCE IVR Caller Q.931 MGCP JTAPI GED125 SCCP (1) (2) (5) (10) (7) (11) (3) (4) JTAPI : Peripheral Gateway (6) (9) CCE IP IVRCCE 13. 2

UCCE

UCCE Call Router

Intelligent Routing

IP IVRCCX Script

IP IVRengine

14. 2CCE

Routing Script

Administrative Script

• Routing Script

15. Routing Scrip Script 1 2 3 4 Script Routing Script 16. CCX ScriptCCE Script Caller Entered Digit Peripheral Variables Account Number ECC Variables 17. Routing Script

Dialed Number

Dialed Number, ANI, CED mapping Call Type

Call Type Routing Script

• * CED: Caller Entered Digit

• • CED SS7pre-routingVRU NICrouting requestCED

• • Post routing CED

18. Routing Script ( ) Dialed Number Call Type Routing Script 19. Script Editor 20.

• Call Type

• (call variable, ECC, user variable, persistent vs. non-persistent, call val vs. non-call val)

Script Editor

21. 22. 23.

24. CCE

Dialed Number

Dialed NumberCall Type Dialed NumberCall Type

Call Type

25. Dialed Number Call Type Skill Group Routing Script 0120-123-456 0120-123-458 New_Application Lost_Card Account_Service 0120-123-457 New_Apply_Sg Lost_Card_Sg Acct_Svc_Sg New_App_Scr Lost_Card_Scr Acct_Svc_Scr 26. Dialed Number Call Type Skill Group Routing Script 03-1111-2222 052-555-6666 Tokyo Osaka Nagoya 06-3333-4444 Front_Line_Sg Front_Line_Scr 27.

Dialed NumberCall Type

Call Type

Call TypeCall Type Dialed NumberCall TypeOver flow

28. Call Type Call Type Queue to Skill Group availableLongest Available Agent 29. Call TypeCall TypeCall Type Call Typeoverflow 30. 31.

CCE

32. CCE

CCE If IVR

33. If date()date(YYYY,MM,DD)YYYYMMDDYYYYMMDD date()160211 34. Call TypeMainMenu Call TypeClosedTimeClosedTime 95MainMenuClosedTime 95 35.

36. Persistent CCE Router 37. 95 95 userOpen1userOpen0 38. 39. CCE

CCE

• IVRCCE

• IVRDBIVR

• IVR

40. 41.

CCE

• CCEIVR

CCE

CCE

• CCEIVRODBC/JDBC

CCE

• CCEIVRXML over HTTP

42. CCE

CCECCEIP IVRCVP

IVR

CCEDB LookupApplication Gateway

IP IVRCVP

43.

CCE: DB Lookup, Application Gateway

IP IVR: DB, HTTP, Java

CVP: DB, XML API, Java API

IP IVR, CVP

44. CCEIVR

CCE ScriptVRU Script

• VRU Script:IVR

VRU Script

VRU Script

VRU Script

VRU Script

45.

translation routing

46. Translation Route to VRU

CM PIMCTI Route PointIP IVR

IP IVR

IP IVRIP IVRTranslation Routing

47. VRU Translation Route to VRU IP IVRVRU PIMService 48. VRU Translation Route to VRU Peripheral.pg1_2.Online && Network.TrunkGroup.ntgivr1.TrunksIdle > 0 pg1_2VRU PIMActive PIMVRU Peripheral.pg_2.OnlineVRU VRU PIM (pg1_2)Network Trunk GroupVRU ntgivr1Network Trunk Group Network.TrunkGroup.ntgivr1.TrunksIdleVRU Consider If ( )VRU Consider If 49. VRU(1/2) Network.TrunkGroup.ntgivr1.TrunksIdle Translation Route to VRU VRUVRU TrunksInServiceVRU VRUTrunksIdleVRU 50. VRU(2/2) Translation Route to VRU Select Max Value of ( ) VRU PIMNetwork Trunk Group ntgivr1VRUVRU Network.TrunkGroup.ntgivr1.TrunksIdle 51. VRU ScriptCCE Script Caller Entered Digit Peripheral Variables Account Number ECC Variables 52. CCE ScriptVRU Script

VRU ScriptCCE ScriptVRU Script VRU ScriptCCE Scrirpt

• Call.CallEnteredDigit

• Call.PeripheralVariable1 10 (10 )

• Call.AccountNumber

Expanded Call Context (ECC)

• ECCCCE IP IVRCCX Editor

53. VRU ScriptCCE Script

VRU ScriptVRU ScriptCCE Script VRU ScriptCCE Scrirpt

• Call.CallEnteredDigit

• Call.PeripheralVariable1 10 (10 )

• Call.AccountNumber

Expanded Call Context (ECC)

• ECCCCE IP IVRCCX Editor

54. VRU Script

IP IVR Set ICM Result Step truefalse

VRU Script Run External Scripttrue false

VRU Script Network VRU Script

55. IVR

Caller Entered Digit (Call.CallerEnteredDigit)

CED

DBIf

56. CED

Call.CallerEnteredDigit

57.

CEDCED

58. 59.

60.

Percent

Percent

A20% B30% C50%

61.

If

If

ture ( )

False ( )

62.

Switch

Script Editor

63. 64.

65. Select Select Skill Group 66. (1/3)

Always Select

• Skill Group, Enterprise Skill Group, Service, Enterprise Service

• available

Longest Available Agent

• Skill Group, Enterprise Skill Group

• available

Next Available Agent

• Skill Group, Enterprise Skill Group

• available

67. (2/3)

Minimum Average Speed of Answer

• Service, Enterprise Service

• 5ASA

Minimum Calls in Queue per Position

• Service, Enterprise Service

Minimum Average Queue Delay

• Service, Enterprise Service

• 5

68. (3/3)

Minimum Longest Delayed Call

• Service, Enterprise Service

Minimum Expected Delay (ACD PIM )

• Service, Enterprise Service

69.

Least Occupied Agent (Most Idle Agent)

70.

Select

Peripheral ACD deployment (ICM) Unified CMCCE deployment

CCEavailableSelect

71.

• Always Select

• Longest Available Agent

• Next Available Agent

• Minimum Average Speed Answer

• Minimum Calls in Queue per Position

• Minimum Average Queue Delay

• Minimum Longest Delayed Call

• Minimum Expected Delay

CCE ( ACD deployment) 72.

SelectSkill Group

Queue to Skill GroupavailableLongest Available Agent

SelectQueue to Skill GroupSkill Group Select

73.

Skill Group

CCE

Skill Group

Skill GroupSkill Group busy other

74. 75.

• caller

76. Peripheral Number Skill Target ID Supervisor Assist Call Enterprise Name 77.

Peripheral Number (Agent ID)

• AgentPeripheral Number

Skill Target ID

• AgentID

• DB

• Supervisor Assist Call

Enterprise Name

• Agent

78. 79. Skill Group Agent

IVR

• CCEVRUcallerTranslation Route to VRUVRU

• CCE Label

• Label

80. (Label)

Routing Client Label

Label

Routing Client Routing ClientVRU Routing Client

81. Label Label Routing ClientRouting Client Routing ClientVRU Label Routing ClientRouting ClientRouting Client Routing Client 82. LabelRouter Re-query

Routing ClientRouter Re-query LabelRouter Re-query

Re-querybusy CCE

re-query 5557Label 2008

CVPRouter re-query IP IVR

83.

Router Re-querySelect

84. 85.

86. CCE 87. UCCE

Skill Group

1 10 1

Skill Group A 1 2 3 4 Skill Group B 1 2 3 4 88.

Queue to Skill Group

Priority

5

Skill Group A 1 2 3 5 Skill Group B 1 2 3 4 89.

Queue to Skill

Skill Group A Skill Group B 1 2 3 4 1 2 3 4 1 2 3 4 2 2 3 3 4 4 1 1 1 1 90.

Queue to Skill

4 Skill Group A Skill Group B 1 2 3 4 1 2 3 1 2 3 4 3 3 4 4 1 1 1 1 2 2 91.

4 4 OrderL1 OrderL2 1 2 3 4 1 2 3 1 2 3 3 4 1 1 1 2 3 3 4 4 1 1 2 2 92.

4 4 OrderL1 OrderL2 1 2 3 4 1 2 3 1 2 3 3 4 1 1 1 2 3 3 4 4 1 1 2 2 93.

OrderL1 OrderL2 1 3 2 4 1 2 3 4 1 2 3 4 3 2 3 4 1 1 2 3 4 4 1 1 94.

4 4 OrderL1 OrderL2 1 3 2 4 1 2 3 1 2 3 3 4 1 1 2 3 4 4 1 1 3 2 95.

Skill Group A Skill Group B 1 2 3 4 1 2 3 4 1 2 3 4 4 2 1 3 2 4 1 1 3 1 96.

2 4 Skill Group A Skill Group B 1 2 3 4 1 3 1 2 3 4 1 3 2 4 1 1 3 1 4 2 97.

Skill Group A Skill Group B 1 2 3 4 1 2 3 4 1 2 3 4 1 1 4 2 3 3 1 4 2 1 98.

1 2 4 Skill Group A Skill Group B 1 2 3 4 3 1 2 3 4 1 1 3 3 1 4 2 1 4 2 99.

SkillSkill

Skill Group A Skill Group B 1 2 3 4 1 2 3 4 1 2 3 4 4 4 1 1 1 1 2 2 3 3 100.

SkillSkill

4 4 Skill Group A Skill Group B 1 2 3 4 1 2 3 1 2 3 1 1 2 2 3 3 4 4 1 1 101.

Skill Group A Skill Group B 1 2 3 4 1 2 3 4 1 2 3 4 1 1 3 3 2 4 4 1 1 2 102.

2 4 2 3 Skill Group A Skill Group B 1 2 3 4 1 3 1 4 1 1 2 4 4 1 1 2 3 3 103. 104.

VRURouting Client

• IP IVR Translation Route to VRU

• CVPTranslation Routing

Queue to Skill Group

Queue to Skill GroupQueue Priority

InterruptibleVRU Script

105. Routing ClientVRU Skill Group 106. (Queue to Skill)

Skill Group Enterprise Skill Group

Routing ClientVRU

Run External Script

107. Queue to Skill Group(1/3) Skill Group Queue to Skill Group 108. Queue to Skill Group(2/3) Queue to Skill Group 110 CVP Router re-query IP IVR 109. Queue to Skill Group(3/3) Queue to Skill Group Consider If ( ) SkillGroup.pg1_1.Cisco_Voice.FrontLnSg.LoggedOn > 0 Skill Group j Consider If 110.

Queue Priority

• Queue to Skill Group

5 1 10

Queue PriorityQueue to Skill GroupQueue to Skill Group (Skill Group)Queue PriorityQueue to Skill Group

111.

5 10 4 112.

Skill GroupQueue to Skill Group

Queue to Skill Group

4 6 113.

Cancel Queuing

Cancel Queuing

114. 115.

Queue to Agent

• Cisco_VoiceMedia Routing DomainServcie

• Cisco_VoiceMedia Routing DomainSkill GroupRoute RouteSerice

• Skill GroupEnterprise Skill Group

• Skill GroupRouteEnterprise Route

116. ServiceSkill Group, Route Agent QueueService Route Service Cisco_Voce Cisco_Voce Skill Group Service Explorer Sill Group Explorer 117. Enterprise Skill Group Enterprise Route Skill Group Skill GroupRoute Enterprise Route List Enterprise Skill Group List 118. Enterprise Skill Group Enterprise Route Caller Entered Digit Peripheral Peripheral Number (Agent ID) Skill Target ID Enterprise Name 119. 120. CCE

CCE CTI Desktop

IP Phone

• CCE

• Agent ID (Peripheral Number )

• Agent

• CCE

121. CTI OS Agent SoftphoneDial Pad Agent ID (Peripheral Number) 122. CTI Dialed Number Dialed Number Plan Call Type Routing Script Label Label Routing Script Label 123. Dialed Number Plan

Agent Desktop(Called Party)

Communications ManagerRoute Pattern

• Post Routing(Routing Script )Label

Agentto AgentDial Number Plan Post Routing 124. Dialed Number Plan Bulk Post RoutingDialed NumberCall Type Routing Script Post Routing YesPost Routing Routing Client 125.

Post Routing CTIPBX

Dial StringPBX

? ( )

X

Post RoutingDial String

126.

Dial Number Plan Type

• PBX

• PBX

Agent Desk Setting

127.

CTI CTIDialed Number Plan

Dial Number Plan TypeAgent Desk SettingOutbound Access

Dialed Number Plan Agent Desk Setting Agent Desktop 128. Post Routing

Dialed Number

Dialed Numberinbound

• Call TypeCEDCall Type

• Call TypeRouting Script

CTICED (Caller Entered Digit)

129. CTI PBX 130. Call.CallerEnteredDigitsCTI CED PBX CallManager routing client Router re-query Router Re-query Label 131.

Dialed Number PlanPost Routing

Routing Script Call Type Call Type

RouterCallKey cradle to grave

Post Routing

132. 133.

Dialed Number PlanPost RoutingAgent to Agent Transfer

Dialed Number PlanAgent ID (Peripheral Number)

LabelAgent to Agent

134.

Agent ID (Peripheral Number)Dialed Number Plan

Dialed Number Dialed NumberCall Type

Agent Desk Setting PBXDial Number Plan TypePBX

Dialed Number Plan Agent Desk Setting 135.

Agent ID (Peripheral Number)Label

Peripheral Number Peripheral Call.CallerEnteredDigitsAgent ID (Peripheral Number) Ready Label 136.

Outbound OptionACD linebusy trigger2

• IP Phone

137. RONA: 138. Reroute on No Answer (RoNA)

RONA

139. CVPRoNA

CVPRouter re-query RoNA

CVPRouting Client CVP

RoNA SelectQueue to Skill GroupRoNA

140. Router Re-query Select Queue to Skill GroupRouter Re-query Queue to Skill Group 141. Router re-queryRoNA Re-query Re-query 142. Re-query Call.RequeryStatus Call.RequeryStatus REQUERY_ANSWER (0) REQUERY_ROUTE_SELECT_FAILURE(1) REQUERY_CALLED_PARTY_BUSY (2) REQUERY_NO_ANSWER (3) REQUERY_ERROR (4) REQUERY_TIMED_OUT (5) REQUERY_ABORTED (6) 143. IP IVRRoNA

IP IVRRouter Re-query RoNA

IP IVRRouting ClientIP IVR

RoNAAgent Desk SettingRing no answer dialed number

RoNA

144. IP IVRRoNA

Router Re-queryRoNAAgent Desk Setting

RoNA

145.

IP IVRRoNA

146. CCM PIMRoNA

RoNARouting ClientUnified CM

Unified CMRouter re-query RoNAIP IVR

Router re-queryTranslation RoutingCVP

147. RoNA

RoNAAgent Desk SettingRing no answer timer

Agent Desk SettingRing no answer timer

Unified CMCall Forward No Answer Timer

• Agent Desk SettingRing no answer timer

CVPRNATimeout

• Agent Desk SettingRing no answer timer

RoNA

148.

Supervisor AssistEmergency Call

149. 150.

151.

Dialed NumberCall Type

Call Type

152.

Call TypeCall Type

153. Call Type 154.

155. Call Type 156.

(Agent to Agent )Call Type

Call Type

Dialed Number PlanDialed Number

157. Skill Group OrderL1Sg Skill Group OrderL1Sg 158.

159. 160. 161.

• Longest Available Agent

162.

( competency routing )CCE

Skill Group

Skill Group

163.

Skill Group

Skill Group

• Skill GroupSkill Group

164. Skill Group QandAL1SgLAA5 Skill Group QandAL2Sg6 165.

SG ASG A L1

6 6 6 5 SG A L1 SG B L2 1 2 3 4 5 5 5 6 SG B L1 SG A L2 1 1 1 1 166.

SG ASG A L1

6 6 6 5 SG A L1 SG B L2 1 2 3 4 5 5 5 6 SG B L1 SG A L2 1 1 1 1 167.

SG ASG A L1

SG A L2

6 6 6 5 SG A L1 SG B L2 1 2 5 5 5 6 SG B L1 SG A L2 1 1 1 1 1 168.

SG ASG A L1

SG A L2

6 6 6 5 SG A L1 SG B L2 1 2 5 5 5 6 SG B L1 SG A L2 1 1 1 1 1 169.

SG A L1, L2

SG A L1

6 6 6 5 SG A L1 SG B L2 1 5 5 5 6 SG B L1 SG A L2 SG B 1 1 1 1 1 170.

SG A L1, L2

SG A L1

6 6 6 5 SG A L1 SG B L2 1 5 5 5 6 SG B L1 SG A L2 SG B 1 1 1 1 1 171.

SG A L1, L2

SG A L2

6 6 6 5 SG A L1 SG B L2 5 5 5 6 SG B L1 SG A L2 1 SG B 1 1 1 1 1 172.

SG A L1, L2

SG A L2

6 6 6 5 SG A L1 SG B L2 5 5 5 6 SG B L1 SG A L2 1 SG B 1 1 1 1 1 173.

SG A SG B

SG A L2SG B L1

SG B

6 6 6 5 SG A L1 SG B L2 5 5 5 6 SG B L1 SG A L2 1 2 1 1 1 2 1 2 1 2 174.

SG A SG B

SG A L2SG B L1

SG B

6 6 6 5 SG A L1 SG B L2 5 5 5 6 SG B L1 SG A L2 1 2 1 1 1 2 1 2 1 2 175. Skill Group OrderL1Sg availableVRUSkill Group OrderL2Sg OrderL1Sg OrderL2Sgavailable 176. 177. 178. (SkillGroup.%1%.AnswerWaitTimeTo5 + 1) / (SkillGroup.%1%.CallsAnsweredTo5 + 1) Skill Group 179.

• (SkillGroup..AnswerWaitTimeTo5 + 1) / (SkillGroup. .CallsAnsweredTo5 + 1)

• 0

• Skill Groupavailable

180.

181.

Skill Group

182. 202 40 183.

184. 5 4 3 2 185. Last Agent

Last Agent

CADCTI OS Agent Desktop

DB Last Agent ID Agent to Agent

186.

Skill Group

Skill GroupSkill Group

187.

188. Script Editor 189. Script Explorer 190. 191. 192. 193. : CCE 194. (Start)

195. (End)

196.

197. (Comment) 198. (Connector)

199. (If)

ture ( )

False ( )

200. (Set)

201. (Goto)

202. (Requalify Call)

Call Type

Call TypeCall Type

203. (Day of Week)

204. (Time)

0990A95B 59C

205. (Time) ( ) 17B C 206. (Time) ( ) 207. (Percent)

A20% B30% C50%

208. (Switch)

AA

209. (Switch) ( )

B

B

210. (Call Type)

Call Type

Call Typeflow out

Call Typeflow in

211. (CED)

Call.CallerEnteredDigit

212. (Select)

CCESkill Group

ACD DeploymentService

213.

Skill Group

214. (Skill Group)

215. (Skill Group)

216. (Agent to Agent) Peripheral Number Skill Target ID Supervisor Assist Call Enterprise Name 217. (Label)

Routing Client Label

Label

Routing Client Routing ClientVRU Routing Client

218. VRU (Translation Route to VRU)

Routing ClientVRU Routing Client

CCERouting Client

CCE CM PIMCTI RPVRU PIMIP IVR

TDM ACD

CVP Pre-routingRelease Trunk Transfer

219. VRU (Translation Route to VRU) OfflineVRU 220. (Run External Script)

VRU

true ( )

false ( )

221. (Queue to Skill)

Skill Group Enterprise Skill Group

Routing ClientVRU

Run External Script

222. (Queue to Agent)

Agent ID (Peripheral Number) Skill Group Peripheral 223. (Queue Priority)

1 10

Queue PriorityQueue to Skill Group

224. (Cancel Queuing)

225. : IP IVR 226.

CUCCX

• SQL DBMS (ODBC)

• Web

• ASR, TTS (MRCP)

• E-Mail (SMTP )

CUCCX

( )

227. Cisco CUCCX ACD Communications Manager PSTN Web Contact Center Express Cisco Agent Desktop Desktop Application CTIQBE (JTAPI) CCX CTI Protocol HTTP (GET/POST) SCCP, SIP H.323, MGCP HTML/HTTP, XML/HTTP SQL/ODBC (Read, Write) ODBC SQL DBMS Web IP Java RMI Invoke,Execute RMI enabled Java Application Java class Windows .exe ( ) JTAPI / TAPI Telephony Application Servers Web AP HTTP IP IVR 228.

CVP

229. : CVP 230.

(IVR)Cisco Unified Customer Voice Portal ( CVP)CVPAPI

231. Unified CVP

JDBCSQL

XML over HTTPWeb XML

JavaJava Remote Method Invocation (RMI)Java

232. CVPAPI CVP Server Ingress Gateway Voice XML Gateway (Voice Browser) ASR/TTS Server Unified CCE Web Application Server Java Remote Object Server Database Server SIP SIP VXML/HTTP(S) MRCP SCI XML/HTTP Java RMI JDBC 233. CVPAPI CVP Combo Server Ingress Gateway ASR/TTS Server Unified CCE Web Application Server Java Remote Object Server Database Server SIP SIP VXML/HTTP(S) MRCP SCI XML/HTTP Java RMI JDBC Operating System SIP stack IVR Subsystem CVP Call Server Component CVP VXML Server Component Voice XML Gateway (Voice Browser) Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 234. DB Database Server VXML/HTTP(S) JDBC CVP VXML Server Component Voice XML Gateway (Voice Browser) Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 235. DB

Database Element

JNDISQLpoint

CVP VXML Serverapplication server (TomcatWebSphere Application Server)JNDIJDBC

JDBC

236. Database Element

Single

• SQL

Multiple

• SQL

• ResultSetList

Insert

• SQL INSERT

Update

• SQL UPDATE

237. Database Element

type

• : Single, Multiple, Insert, Update

jndiname

• SQL data sourceJNDI

key

• Multiple typeSession

query

• SQL Query

238. Database Element

Element Data

• Single

Session Data

• Multiple

• ResultSetList

239. DB Database Server VXML/HTTP(S) JDBC CVP VXML Server Component Voice XML Gateway (Voice Browser) JDBC Database Server JDBCDB DBestablishJDBC JDBC Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 240. DB Database Server VXML/HTTP(S) JDBC CVP VXML Server Component Voice XML Gateway (Voice Browser) Database Server DBDBDB DB DBDB JDBC Tomcat / WebSphear CVP VXML Server J2EE JNDI JDBC JDBC Conn. Pool 241. DB Database Server VXML/HTTP(S) JDBC CVP VXML Server Component Voice XML Gateway (Voice Browser) DB Database Server DB JDBCDB JDBC DBDB DB Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 242. DB

• Web

• SQL

• DLL

DB

• JDBC

243. XML API Web Database Server VXML/HTTP(S) CVP VXML Server Component Voice XML Gateway (Voice Browser) HTTP POST Web Application Server 3 rdParty DLL XML XML Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 244. XML API Web

URLHTTP POST

XML

XML CVP(DTD )

WebCVPXML document

Standard Action ElementStandard Decision Element

HTTPS

245. XML API Web

(CVPWeb )

• CallID

• ( )

• Element Data (Element )

• Session Data (Session )

(Web CVP)

• New Element Data (WebElementElement Data )

• New Session Data (Session Data )

( )

246. XML API Web Database Server VXML/HTTP(S) CVP VXML Server Component Voice XML Gateway (Voice Browser) HTTP POST Web Application Server XML XML Web Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI 247. XML API

• CVPJavaSQL

• Web

• DLL

• Web

• XMLWeb

• XML API

248. Java API Web Database Server VXML/HTTP(S) CVP VXML Server Component Voice XML Gateway (Voice Browser) HTTPS Web Application Server 3 rdParty DLL REST XML Tomcat / WebSphear J2EE JDBC JNDI CVP VXML Server Custom Element (Java) 249. Java API Web

Element HTTPS

Java APIJava

Standard Action ElementStandard Decision ElementJava classElement

ElementJ2EEHTTP/HTTPS

GETURLPOST

Web HTTP(XML )

250. Element package com.cisco.pt.cvp.vxml.ctrl; import com.audium.server.voiceElement.ActionElementBase; import com.audium.server.voiceElement.ElementInterface; import com.audium.server.voiceElement.Setting; import com.audium.server.voiceElement.ElementData; import com.audium.server.voiceElement.ElementException; import com.audium.server.session.ActionElementData; import com.audium.server.xml.ActionElementConfig; import java.io.IOException; import java.net.HttpURLConnection; import java.net.URL; import java.util.logging.Level; import java.util.logging.Logger; public class VideoCtrl extends ActionElementBase implements ElementInterface { public void doAction(String name, ActionElementData data) throws ElementException { ActionElementConfig cfg = data.getActionElementConfig(); String mov = cfg.getSettingValue("movie_url", data); String act = cfg.getSettingValue("action", data); String gid = cfg.getSettingValue("guid", data); String url = "https://CVP7-VIDEO:8443/cvp/VideoServlet?" + "callGuid=" + gid + "&movieURL=" + mov + "&action=" + act + "&isLive=N&vmsVersion=CVP_7_0_1_0_0_0_1183"; HttpURLConnection c = null; try { System.out.println("HTTP request= " + url); URL cvpvideo = new URL(url); c = (HttpURLConnection) cvpvideo.openConnection(); } catch (IOException ex) { Logger.getLogger(VideoCtrl.class.getName()).log(Level.SEVERE, null, ex); } } Element HTTPSURL JavaHttpURLConnection HTTPSURL Packeageimport 251. Java API Web Database Server VXML/HTTP(S) CVP VXML Server Component Voice XML Gateway (Voice Browser) HTTPS Web Application Server REST XML Web Tomcat / WebSphear J2EE JDBC JNDI CVP VXML Server Custom Element (Java) 252. Java API

• Web

• DLL

• WebREST

• Web

• XMLWeb

• J2EEHTTPS

253. Java Database Server VXML/HTTP(S) CVP VXML Server Component Voice XML Gateway (Voice Browser) Java RMI J2EE JNI JDBC 3 rdParty DLL Remote Object Tomcat / WebSphear CVP VXML Server J2EE JDBC JNDI Local Stub 254. Java RMI

• Element

• DLL(JNI:Java Native Interfacewrapper )

• Web

• Java

Java RMI

255.