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Re: CCXML Draft 2002011

From: RJ Auburn <rj@voxeo.com>
Date: Thu, 2 Jan 2003 14:59:37 -0800
Cc: "'www-voice@w3.org'" <www-voice@w3.org>
To: "VAN DAMME, Jan" <Jan.VAN-DAMME@bbl.be>
Message-Id: <DE35885C-1EA5-11D7-A72C-00039391486C@voxeo.com>

Jan,

The call flow that you are describing should be able to be done with 
the current join/unjoin architecture. I know right now the spec is a 
little bit unclear on how all of this works but we are just finishing 
up a revision to that section that should better define the behavior of 
the two tags.

As for hold that would be implemented as running a dialog on the held 
call leg that played "hold music". This then allows for much more 
interactive hold times should you wish.

I hope this helps. If you have any more questions please let me know,

	RJ

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

On Thursday, Jan 2, 2003, at 03:58 US/Pacific, VAN DAMME, Jan wrote:

> RJ
>
> Thanks for your reply.
>
> Consultative redirect:
>
> The mechanism works as follows:
>
> 1.	An incoming arrives at a call center agent.
> 2.	The agent talks to the caller and determines he has to get advice 
> from a specialist.
> 3.	The agent puts the current call "on hold".
> 4.	The agent dials the specialist and discusses the problem.
> 5.	Now we have two possibilities:
>
> a.	Agent continues dialog with caller:
> 1a.	The agent or specialist disconnects the call between the 
> specialist and agent.
> 2a.	The agent does a "resume" or "unhold" and continues the discussion 
> with the caller.
>
> b.	Specialist starts dialog with caller:
> 1b.	The agent transfers (redirect) the "on hold" caller to the 
> specialist.
> 2b.	The agent receives the disconnect event
> 3.b	The specialist starts the voice dialog with the caller.
>
> Note also that the "hold" function is required  (at least our ACD play 
> music for the caller during hold time)
> I have not found this function yet in CCXML.
>
> If it should be possible to use "join/unjoin" as you suggested, then 
> the originator of a conference can disappear.
> From an implementation point of view, I wonder if  this can be 
> managed. ( if the specialist is at an other site, the underlying 
> telephony connection
> should  recieve instructions to redirect the call)
>
>  Regards,
>
> Jan van Damme
> ICC.
>
>
> 	-----Original Message-----
> 	From:	RJ Auburn [SMTP:rj@voxeo.com]
> 	Sent:	dinsdag 31 december 2002 18:36
> 	To:	VAN DAMME, Jan
> 	Cc:	'www-voice@w3.org'
> 	Subject:	Re: CCXML Draft 2002011
>
> 	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>
> <ING_Disclaimer.txt>
Received on Thursday, 2 January 2003 18:00:13 GMT

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