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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>


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 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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