Developer Jam Session - Intro to Voxeo Products

VoiceObjects Developer Jam Session:
Voxeo IVR and SIP platforms

February 10, 2009

Dan York
Director of Emerging Communication Technology
Office of the CTO

2 © Voxeo Corporation, 2009

Telephony Sucks


Complex

5 © Voxeo Corporation, 2009 Photo: http://www.flickr.com/photos/28481088@N00/

Arcane


Proprietary


Simple


Ubiquitous


Open


Web Developers


They Understand XML


Let's build an API...


Standards Matter


Proprietary = Lock-In


Open


Voxeo Fast Facts
•  Founded in 1999
•  Largest on-demand VoiceXML and CCXML
platform provider
•  Strong developer community
–  Over 33,000 developers created over 73,000 apps Voxeo’s US Headquarters

–  Over 32,000 downloads of our premise platform

•  Expanding in Europe and Asia
–  Acquired Micromethod in August ‘09 (China)
–  Acquired VoiceObjects in December ‘09 (Germany)
–  Second site in EU (Frankfurt) 1Q09

•  20 consecutive profitable quarters; 60% year Voxeo’s UK Headquarters
over year growth since 2004


A History of Innovation
1999: 1st XML-based call control hosting
2000: 1st VoiceXML hosting
2001: 1st 100% SIP-based hosting
2002: 1st CCXML hosting and premise
2003: 1st VoiceXML platform for hosted and premise
2004: 1st profitable standards-based IVR hosting company
2004: 1st 100% uptime guaranteed SLA
2006: 1st 100% VoiceXML compliant platform
2006: 1st free ASR and TTS bundled with the platform
2007: 1st hybrid premise/hosting solution
2008: 1st company to offer SIP Servlet API and CCXML/VoiceXML
in one product


Industry Recognition

Visionaries Quadrant, Decision Matrix – Hosted Speech &
Gartner Magic Quadrant Selecting an IVR Vendor Outbound IVR Services
in the Enterprise
Voxeo named to IVR systems and Voxeo is the only vendor
enterprise voice portals 2008 Voxeo is one of two vendors rated strong across all
Product Innovation Award quadrant for its ability to execute, to make analyst’s shortlist metrics of IVR landscape,
completeness of vision
for its Prophecy voice platform
products and services beating 17 other vendors

Analytics and Reporting for
Phone-Based Self-Service
VoiceObjects Analyzer was the
only product to receive the
For excellence in the
For significant contributions
Best Speech Self-Service Suite highest possible rating in all
advancement of voice
to improving speech
four analytics areas
Ranked above all other platform
communications
applications for clients
and solution vendors in industry


Voxeo’s Strategic Focus
•  Build great products. Provide excellent customer
service. Make it simple for anyone to design and deploy
telephony applications quickly and cost-effectively.
•  Stay true to all of the principles of open standards
•  Build a loyal developer base by offering free access and
unparalleled support to all Voxeo platforms and services
•  Drive down cost and complexity
•  Deliver a continually advancing, feature-rich, future-
proof platform


Extreme Support – Our #1 Priority

•  From the CEO to our newest employee, customer
service is Voxeo’s #1 priority
•  Top-notch, no cost technical support
–  All support agents are skilled VoiceXML, CCXML and,
CallXML professionals
–  Voxeo employs more VoiceXML-certified developers than anyone

•  100% Uptime Guarantee for hosting
•  20-minute response time metric
•  “Just make it right” approach
–  If a customer has a problem we help fix it, no matter what
it takes or which vendor is at fault


Global Footprint


Voxeo Solution Stack

XML-based
Other Designer Development Other
VoiceXML Developers
Voxeo CallXML, 100% compliant
Platforms and Tools
VoiceXML, the industry’s most
Sophisticated service creation, 1:1 Easy web-based, Visio-like rapid
deployed CCXML engine
personalization, analytics application development tool

On-Premise Turnkey On-Demand
Hosting Service
Software Platform IVR Server
Download Prophecy in minutes at Prophecy software pre-configured Fault resilient, scalable hosting
& loaded on a rack-mount server evolution.voxeo.com
www.voxeo.com/prophecy


Voxeo Business Models
•  Voxeo sells its software in three ways:
–  By the minute in hosting service centers operated by Voxeo
(Atlanta, Orlando, Las Vegas, Slough UK)
–  By the port (“phone line”) for customers to install on their own
premises
•  Software is downloaded, or pre-installed and configured on
hardware
–  Licensed for OEM integration and sale (PBX vendors, VOIP
solution providers, competitors)


Application Examples
Information retrieval Unified messaging
•  • 
Telephone surveys Bill reminder, collection
•  • 
Emergency notifications Account balance & transfer
•  • 
Virtual receptionists Voice Portals
•  • 
Call center automation Telesales
•  • 
Order status Email by phone
•  • 
Package tracking Virtual agents
•  • 
Conferencing solutions Telephone CRM
•  • 
Audiotext platforms Auto attendants
•  • 
Virtual call centers Call routing
•  • 
Virtual PBXs Call recording solutions
•  • 
Predictive dialers Audio broadcast services
•  • 
Voicemail services Real estate information lines
•  • 
Dating chat services Political campaigning
•  • 
Voice instant messaging Political polls
•  • 
Voice verification
• 


Voxeo’s View: Telephony Development

XML-based Telephony API-based Telephony Tool-based Telephony

 Voxeo CallXML  Web Services  Voxeo Designer
Mash-up style API
The easiest telephony Easy web-based, Visio-
launching in 2009
markup ever devised like rapid app dev tool

 Third-party tools
 Java Media Control
 VoiceXML
support
JSR 309
The only 100% compliant
VoiceObjects, Audium,
browser
OpenMethods, others
 Java SIP Servlets
 CCXML JSR 116/289
The world’s most proven Voxeo acquires…
Voxeo acquired…
CCXML engine


Voxeo Tools - The Big Picture

VoiceObjects
Medium to large scale projects
Distributed, Complex enterprise
Designer
Project Size

integrations, advanced features such
as personalization
Small to medium scale projects
Low complexity, straight-forward
integration

Application Complexity


Voxeo Designer
•  Web-based Service Creation Tool
–  AJAX Technology
–  Easy to use
–  No download required
•  Multi-tenant
•  Single-click Application
Deployment
•  High-performance VoiceXML
Rendering Engine
•  Real-time Web Services
Integration
•  Reporting and Analytics Database


Designer Screenshot


VoiceObjects: Tool-based Telephony

Project
Documentation
Application and Server
Dialog Flow
Management
Development

Prompts & Media Design Analytics and
& Management Reporting

Phone
Application
Server
Application and
Integration:
Usability Testing
Backend & CTI Grammar
Development &
Tuning


Flexible: Multiple Phone Channel Choice

Any Browser / Any Modality
•  Single Infrastructure Voice
•  Central Maintenance Video
ASR
DTMF
•  Single Service Definition
VoiceXML USSD Mobile Web
… across all mobile Browser Browser Browser

phone channels
Phone
Application
Server
•  Minimal Investment
Web App Server
•  User Interface of Choice
•  Consistent User
Experience wireless IP
fixed line

Any Network / Any Device


Prophecy… Many platforms in one.

IVR
• 
Call Control
• 
IP Media Server
• 
Softswitch
• 
SIP Application Server
• 
Speech Recognition
• 
Text to Speech
• 
Conferencing
• 


Prophecy Hosting
•  Versatile, secure, and reliable IVR
hosting
•  Unmatched sign-up and deployment
simplicity
•  Customers can deploy applications
in minutes instead of months
•  Pre-deployed with all the major carriers.
•  Highly secure; PCI, HIPAA, SOX,
Gramm-Leach-Bliley , ISO 17799


VoiceObjects / Prophecy Integration
ASR, TTS, Call Control
G Internet
Phone
Softphone VoiceXML Browser (SIP)
SIP or PSTN
Voxeo Prophecy

VXML (over http)

Media Platform Driver
VoiceObjects
Desktop VoiceObjects Server
IDE Connector Framework
Local PC

Apps
VO Developer Edition Eclipse

Back-End Systems


VoiceObjects / Prophecy Hosting
ASR, TTS, Call Control Internet
Phone
VoiceXML Browser (SIP)
or PSTN
Voxeo Prophecy
Internet

VXML (over http)

VoiceObjects
IDE Connector Framework
Local PC

Apps

Back-End Systems


The Prophecy Platform
•  World’s most compatible and compliant VoiceXML
implementation
–  First and only platform to pass 100% of mandatory and optional tests
–  Supports 100% of VoiceXML 2.1 features
–  Includes VoiceXML compatibility modes to emulate other browsers
–  Includes on-the-fly grammar translator to support all grammars; Nuance
GSL, Scansoft OSR, SRGS XML, SRGS ABNF, JSGF, IBM BNF

•  World’s most proven CCXML implementation
–  Voxeo leads the industry in enhanced call control – used since 2000
–  Voxeo is the editor and chair of the CCXML standard
–  Voxeo’s production CCXML platform shipped 3 years before any
other vendor’s
–  Licensed by other leading IVR providers
–  Includes CTI support (Cisco ICM, Genesys, Avaya, etc.)


The Prophecy Platform
•  Includes free Voxeo ASR and TTS
–  Production-quality English and UK English ASR; English, Spanish, Chinese TTS

•  Support for any MRCPv1 compliant speech technology
•  Secure two-way recording, conferencing, highly accurate
outbound IVR with Call Progress Analysis
•  Downloads and installs in minutes with no configuration
required
–  A single 180MB download with ASR, TTS, and our Designer visual
development tool

•  Proven scalability going from 2-8 ports on a low-end
notebook, to over 500 ports on a single server, to tens of
thousands of ports in a server cluster


Prophecy… beyond IVR
•  100% SIP VOIP-based telephony application platform
–  Built from the ground up; natively SIP-based
–  Other XML IVR platforms were built on a CT card-centric model with
SIP added afterwards as a “virtual” or “emulated” CT card
–  Unlike these platforms, Prophecy can be used to build any SIP
product or service:
•  SIP load balancers, proxy servers, and softswitches
•  SIP Session Border Controllers, IP PBXs, and IP ACDs

•  Works with the widest variety of SIP providers, gateways,
softphones and adapters
–  Asterisk, Cisco, Paraxip, Sonus and other SIP gateways
–  Level(3), Global Crossing, MCI, and AT&T SIP services
–  BroadVoice, Sipura, SJPhone, XTEN, and other consumer SIP
solutions


Prophecy Architecture


Prophecy Features
VoiceXML IVR Call Conferencing Platform Support
–  Audio play & record –  2 to 200 line call •  Windows
–  Voice recognition conferencing –  Windows 2003/2008
–  DTMF Input –  Built in echo cancellation Server
–  Text to Speech –  Built in noise suppression –  XP/Vista Desktop
–  N-Best recognition –  Dual band automatic gain •  Mac OS X
–  Voice verification control (agc) –  Intel 10.5 (Leopard)
–  VoiceXML 2.0 & 2.1 –  Listen-only participants
•  Linux
–  Grammar translation –  Ability to add, remove and
–  Redhat Enterprise Linux
–  Multi-language support mute participants
5.X
–  SIP/CCXML Integration –  Completely CCXML
–  CentOS 5.X
–  Extremely scalable controlled
–  Intel x86
CCXML Call Control CTI/Call Center Integration
–  Access to caller-id, –  Support for Cisco ICM /
called-id, ANI and DNIS Geotel, Genesys, Nortel,
–  Selective call answer Lucent, and more.
–  Outbound call initiation –  Intelligent screen pop
–  Blind call transfer –  Directed transfer
–  Call transfer with –  Asynchronous call transfer
supervision –  Modular architecture
–  PSTN Network transfer/ –  Completely CCXML
Take back & transfer controlled


ASR and TTS Support

Prophecy ASR Prophecy TTS
•  • 
MRCP - Nuance 8.5 Speechify 2/3
•  • 
MRCP - OSR3 RealSpeak 4.x
•  • 
MRCP - Nuance 9.0 Rhetorical rVoice 4.x
•  • 
MRCP - IBM Loquendo TTS
•  • 
MRCP - Telesma IBM
•  • 
MRCP - Loquendo Loquendo
•  • 
Any SAPI based
• 
engine


Call Progress Analysis
•  Voxeo has industry leading outbound call
progress analysis.
•  CCXML based for fine grained application
control.
•  Real world customer example:
–  School outbound notification company
•  15,000 port hosted solution
•  Over 500,000 calls per day
•  Traffic terminating in markets across the US
•  Over 96% accuracy for answering machine detection and
successfully message delivery
•  Customers “aggressive” target goal had been 90% based
on years of experience with other platforms and
providers


GSM Call Recoding

•  Greatly lowers disk space
requirements

•  Perfect for long term archival
of recordings

•  High quality audio

•  90% reduction in file size


Encrypted Call Recording

•  PGP Based

•  Public key

•  Medical and financial

•  NSA Grade


CTI and Call Center Integration

•  Support for Cisco ICM / Geotel, Genesys,
Nortel, Lucent, and more.
•  Intelligent screen pop
•  Directed transfer
•  Asynchronous call transfer
•  Modular architecture
•  Completely CCXML controlled


Prophecy 9 Management Console

•  Prophecy 9 features a new
management console to simplify
configuration and management
of large premise systems
•  Physical servers can be grouped
and partitioned to create virtual
servers
•  Based on enhanced concepts,
process, and technology used in
our SaaS hosting network


P9: Platform Based Reporting
•  Platform generated
reporting data
•  ASR results
•  Call lengths
•  Application state
•  Custom data hooks
•  Easy access to:
–  Dashboards
–  Charts
–  Custom Reporting
Views


Prophecy Hosting
•  Versatile, secure, and reliable IVR hosting
•  Unmatched sign-up and deployment simplicity
•  Built-in VoiceXML, CCXML, ASR, TTS, J2EE App
Server, VoiceXML design tool, file storage, logging,
debugger, tutorials, ticketing system, monitoring,
alerts and more
•  Completely SIP-based; works with any SIP device
or provider
–  Pre-deployed with AT&T, Verizon, Global Crossing,
Level(3)
•  Highly secure; PCI, HIPAA, SOX, Gramm-Leach-
Bliley , ISO 17799


Prophecy Hosting


Evolution Customer Portal

Web-based developer and
• 
customer service portal

Includes application
• 
provisioning, management,
monitoring, logging,
debugging, alerting

Customer support and
• 
ticketing system

Support for global, account
• 
and public forum tickets

evolution.voxeo.com
• 


Inbound Calls Mapped to App URL

•  Virtualized IVR: Single view of multi-site network


Use Real-time Debugger in Development


Deep Insight into Platform Statistics


SIP Servlets: SIPMethod and SIPoint

SIPMethod

•  SIP Servlet (JSR 289) development platform
•  Create SIP-based applications including
–  Registrar and Proxy Servers
–  User Agents
–  Session Border Controllers
–  Presence / IM Servers (SIMPLE)

•  www.micromethod.com


SIPMethod Application Server


Summary of Unique Voxeo Value
•  Proven (patented) large-scale solution
•  Value proposition with built-in ASR, TTS, and
Designer
•  Product features that give you an advantage
•  Management tools
•  Call Progress Analysis for outbound
•  Proven CCXML
•  Grammar translation

Greater partnership possibilities globally
• 
Focus on the platform – this is ALL we do
• 
Thought leadership
• 
Best Support in the industry
• 

Developer Resources
•  Evolution Developer Portal
–  evolution.voxeo.com

•  Prophecy Premise Software
–  www.voxeo.com/prophecy

•  SIPMethod and SIPoint
–  www.micromethod.com/develop/dz.htm

•  VoiceObjects Developer Portal
–  developers.voiceobjects.com

•  Voxeo Blogs
–  blogs.voxeo.com


Configuring VoiceObjects for Voxeo


Local Setup with Voxeo Prophecy

G Softphone VoiceXML Browser
SIP
Voxeo Prophecy

VXML (over http)

VoiceObjects
IDE
My local PC

Connector Framework

Apps

Back-End Systems


Remote Setup with Voxeo Evolution

ASR, TTS, Call Control Internet
Phone
VoiceXML Browser (SIP)
or PSTN
Voxeo Evolution

Internet

VXML (over http)

VoiceObjects
IDE
My local PC

Connector Framework

Apps

Back-End Systems


Remote Setup with Voxeo Evolution

VoiceXML Browser SIP
Voxeo Evolution

Internet Internet

VXML (over http)

G
VoiceObjects Softphone
IDE
My local PC

Connector Framework

Apps

Back-End Systems


Local setup
•  Overview
1.  Install Voxeo Prophecy
2.  Install & configure X-Lite Softphone
3.  Configure VoiceObjects Desktop for Eclipse Run Dialog


2 - X-Lite Configuration


3 - Configure Desktop for Eclipse


Remote setup
•  Overview
1.  Make VoiceObjects accessible from a remote media
platform
2.  Create a free developer account in Voxeo Evolution
and configure (provision) an application
3.  For use with Softphone (optional):
Configure VoiceObjects Desktop for Eclipse Run Dialog


Configure the Connector URL
NAT = Network
If your VoiceObjects machine is behind a firewall or
• 
Address
uses NAT, you will most likely need to specify a
Translation
Connector URL with your external IP address to
connect to the remote media platform.

Private (internal): Public (external):
192.168.2.196 172.64.3.10

In Eclipse: Pick menu Window / Preferences,
• 
then select VoiceObjects / Advanced


Voxeo Evolution Account
Step 1

URL: http://evolution.voxeo.com


Setting up applications in Evolution
Step 2

Add Application


Step 3

Application Type:
Prophecy 8.0 – VXML 2.1


Step 4

http://{server}:{port}/VoiceObjects/DialogMapping?
VSN=testService&vsDriver=89


Step 5

Test numbers: For PSTN, SIP, Skype


Configure for X-Lite Softphone

Use SIP Test number as assigned
by your Evolution account


VoiceObjects Online Help


Thank you!

Dan York dyork@voxeo.com
Andreas Volmer avolmer@voxeo.com


Comprehensive Standards Support
W3C Voice Extensible Markup Language (VoiceXML)
• 
W3C Speech Recognition Grammar Syntax (SRGS)
• 
W3C Speech Synthesis Markup Language (SSML)
• 
W3C Call Control Extensible Markup Language (CCXML)
• 
W3C XML Path Language (XPATH)
• 
IETF Session Initiation Protocol (SIP)
• 
IETF E.164 Numbers in DNS (ENUM)
• 
IETF Media Reservation Control Protocol (MRCP)
• 
IETF Voice Profile for Internet mail (VPIM)
• 
IETF Zero Configuration Networking (ZEROCONF)
• 
IETF Authentication and Accounting (RADIUS)
• 
IETF System Logging (SYSLOG)
• 
This is the short list. The full supported standards list is available at:
http://www.voxeo.com/products/voip-sip-voip-platform-datasheet.jsp


Unified ASR

•  Prophecy provides a unified platform for all
ASR engines.
•  ASR engine selection is based on xml:lang.
•  All grammars use the Prophecy grammar
translation engine
•  Allows for easy migration between underlying
ASR technologies
•  Improves multi-lingual support
•  Allows for easy migration to Nuance 9 ASR
for existing applications.


Prophecy ASR

•  Top tier core speech recognizer engine from
leading speech research teams.
•  Core engine and models enhanced for
performance, and improved recognition, and
standards compliance by the Voxeo speech
team.
•  Supports SRGS, GSL, IBM BNF, JSGF
grammar formats
•  Designed and optimized for the sweet spot of
speech applications today (< 2000 words)


Prophecy TTS

•  High quality concatenative speech synthesis
engine.
•  English Male and Female voices
•  MRCP based with high performance caching.
•  Full SSML 1.0 support
•  Server side filter-graph based rendering
engine
•  Voice talent is available for audio prompt
matching.


SIPMethod Overview
•  Supports JSR289 SIP Servlets
•  Support Web, Communication and Web Services
J2EE architecture
•  Support SIP/UDP, SIP/TCP, SIP/TLS, HTTP,
HTTPS and SOAP/HTTP.
•  Support STUN, Symmetric Response and other
NAT traversal solutions.
•  Support all SIP and HTTP authentication as well
as 3GPP and OMA authentication
•  Production-ready with High Availability, Load
Balancing, Hot Upgrade, Throttling Control, etc.
•  JMX-based micro-kernel architecture


SIPoint Overview

•  SIP Registrar and Location Server with
Registration event notification
•  SIP Proxy with rule-based routing
•  SIMPLE-compliant Presence Server
•  SIMPLE-compliant XCAP Server with
Resource List, Presence Authorization,
Notification Filtering support.
•  OMA Presence and XML Document Server
support


SIP Registrar and Proxy Server


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