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Re: CCXML Draft 2002011

From: RJ Auburn <rj@voxeo.com>
Date: Tue, 31 Dec 2002 09:34:36 -0800
Cc: "'www-voice@w3.org'" <www-voice@w3.org>
To: "VAN DAMME, Jan" <Jan.VAN-DAMME@bbl.be>
Message-Id: <21990CE0-1CE6-11D7-9F1B-00039391486C@voxeo.com>

Jan,

I must apologize for not responding to you sooner on this. Because of 
the holidays it got misplaced in my e-mail box.

The call center environment that you describe is something that we have 
visualized CCXML being extended to either in a future version or as 
vender extensions. As you said the basic event model fits very well for 
the addition of CTI events by specifying the event definitions and 
creating some additional tags for it however this requirement is not 
planed to be included in version one of CCXML but may be something that 
would be open for future versions.

As for the requirement of a blind redirect this is something that we 
are looking at and are planing on adding to a future working draft of 
CCXML 1.0 in the next few months. Could you expand on what you meant by 
"consultative redirect" and why it could not be addressed using the 
<join> and <unjoin> tags? If it's something thats critical we can see 
if it's something that could be added in a future draft.

Thanks for the feedback, this is very helpful for making CCXML a solid 
standard.

	RJ

---
RJ Auburn
CTO, Voxeo Corporation
Chair, Call Control subgroup, VBWG, W3C

On Monday, Dec 16, 2002, at 07:43 US/Pacific, VAN DAMME, Jan wrote:

> Dear reader,
>
> As an "end user" we have been investigating in how far we could 
> standardize interfaces in a  contact center environment.
>
> (A contact center for us is environment where call center agents have 
> to handle calls but also other activities like "email", background 
> tasks etc. on their desktops.
> All these different activities are "work items", scheduled by a "CTI 
> middleware".)
>
> The CCXML draft is currently oriented towards a "self service" concept 
> used together with VOICE XML  and to me looks like a sound approach.
>
> However when talking call control I see also a need for this to 
> standardize the interface between CTI middleware and desktop 
> applications.
>
> In this area we have been looking into the products of  3 major 
> venders in the contact center scenario and we have found at least 12 
> different packages to interface to the desktop. ( desktop can be 
> standalone, CRM package , user application etc)
>
> For a "contact center" environment CCXML  could be the "event" 
> mechanism. Events could be directly related  to call control but also 
> other type of events to handle other "work items". In such an 
> environment the VOICE XML would not be needed since voice follows an 
> other channel for contact center agents.
>
> The "CC XML" draft seems have a lot of the required functionality to 
> accomplish this. What I see as missing is "blind redirect" and 
> "consultative redirect".  Also agent state handling is missing.
>
> Are there plans in your group to add functionality described above?
>
> Regards
>
> Jan van Damme.
> ING Contact Center
> jan.van-damme@bbl.be
>
> <ING_Disclaimer.txt>
Received on Tuesday, 31 December 2002 12:35:22 GMT

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