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Re: Project WorldTalk introduces new Call Control issues for Voice Portals?

From: Dave Raggett <dsr@w3.org>
Date: Wed, 15 May 2002 02:07:20 +0100 (BST)
To: Shirley Sutherland <shirley.sutherland@worldtalk.cc>
cc: www-voice@w3.org
Message-ID: <Pine.LNX.4.44.0205150201560.1928-100000@hazel>
I have copied your email to the W3C public mailing list for the
Voice Browser activity <www-voice@w3.org>. In principle, it
should be possible to transfer a caller from a customer service
representative to an appropriate VoiceXML application. I will
leave this to my working group colleagues to provide details.

On Mon, 13 May 2002, Shirley Sutherland wrote:

> Dear Dave Raggett,
> 
> I am working on a voice portal project - Project WorldTalk - which
> raises a new set of questions for integration between call centre
> information helpers and the voicexml browser. Our voice portal is
> a dtmf-driven information centre which will provide pre-recorded
> information on Aids prevention, Housing subsidies, Childcare
> grants, Entrepreneurial support etc to rural people in their local
> languages in developing countries.
> 
> Callers will be linked to an information helper in the call centre
> if they are unable to find the information they need or if they
> are unable to navigate through the voicexml menus.  However, we
> would like the information caller to be able to push specific
> voicexml pages back to the caller; in other words to route the
> caller back into the voicexml application at the point where the
> appropriate recorded content will be played.
> 
> I would like to tell you more about our project and find out how
> to address our functionality needs (including mechanisms for
> integrating advertising streaming into the portal) or how these
> can inform the development of the Voicexml 2.0 and/or CCXML
> specifications.
> 
> Could you let me know if you are willing to pick up this dialogue,
> and/or suggest members of the W3C team working in this area.  We
> have been working with IBM's Websphere Voice products running on
> an IBM/Intel Dialogic platform to put together test pilot systems
> in Vietnam and Kwa-Zulu Natal, South Africa; based on the Voicexml
> 1.0 specification, and our next challenge is to build a test call
> centre to handle the issues already explained above.
> 
> Regards
> Shirley Sutherland
> 
> Project WorldTalk
> www.worldtalk.cc
> 

-- 
 Dave Raggett <dsr@w3.org> or <dave.raggett@openwave.com>
 W3C lead for voice/multimodal. http://www.w3.org/People/Raggett 
 tel/fax: +44 1225 866240 (or 867351) +44 771 213 7629 (GSM)
Received on Tuesday, 14 May 2002 21:07:24 GMT

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