The user calls in using any network or device. The call arrives on the IVR server.
Telephony hardware sitting on the server passes on this call to the IVR software. The
IVR software processes the call??”prompting the caller and accepting input via the
keypad or voice. These inputs define the flow of the call. The IVR software optionally
talks to a web or database server to dynamically retrieve or store information. Once
the application work is finished, the call completes.
If only it was that easy! We must bust some jargon before we can get deeper into
these systems!
Busting Some Jargon
As with any technology, IVR is full of its own jargon. Let's first understand it:
VoiceXML (VXML): This is an XML-based language to develop voice-based
applications. There are other options available, but W3C's VoiceXML is
becoming the standard. VoiceXML has elements similar to XHTML, and
works much like a form a customer is filling out. The only difference is that
the form is being filled over a phone call in VoiceXML.
CCXML: Call Control XML allows sophisticated call routing and
conferencing. CCXML can be used in conjunction with VoiceXML.
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