Next IVR

IVR, web and mobile programming for contact center technology.

Articles


Certificates Explained

Why am I writing this? First, these are my humble non-security-expert opinions. I can keep my computers safe, and I can make sure my programs are using proper security protocols. When I work with others and the subject of HTTPS certificates comes up, there is often a level of uncertainty …

Use Twitter Direct Messages to Support Your Customers

Recently, Twitter changed the rules for Direct Messaging, so you can message with someone you are not following. That makes it as clean as SMS/texting. I put together a simple app to illustrate how easy it is. You can grab the source with git: git clone https://bitbucket.org …

Aspect CXP Programming Tips

CXP is Aspect's latest IVR offering, with a long history behind it. Simply stated, it is a comprehensive workflow engine for contact center applications, for IVR and beyond. It takes time to appreciate all of the features; for now I'm going to provide a few tips. New CXP Installs Here …

IVR Unit Testing with VXML

Automated IVR Testing All software development technologies provide testing utilities so you can make changes run tests to make sure that a) your changes are doing what you expect, and b) you didn’t break anything. I haven’t come across any unit testing features built in to IVR development …

Give VXML a REST

Throughout the adoption of VXML, using a middle tier provided benefits. The VXML spec doesn’t provide a dynamic DOM, so it is common to have server-side sessions generate VXML documents. This provides benefits like: dynamic setting of elements prompt management state management flexible navigation from one vxml document …

Recording wav files on Windows 7

I wanted to record sound files quickly on Windows 7, to create some wav files for an IVR application. Unfortunately, there's nothing included in Windows 7 that handles it. Sure, you can install Windows Media Encoder and the like, but that's cumbersome. And you can record WMA sound files with …

IVR Programming

I've been a programming IVR systems since 1994. I'm experienced with VUI design, grammar building, speech tuning and more. Here's my opinion on some of the platforms for which I've done IVR programming. recent experience, please see my resume. Avaya has a variety of solutions. I've recently been using the …

Eclipse Plug-ins

I'm currently writing Eclipse plug-ins, leveraging the JWT project. There's a great book for learning how to program plug-ins, and they have a site for it: http://www.qualityeclipse.com/ If you use Eclipse, you should read Chapter One on the site (free); even if you aren't programming plug-ins! They …

Updates to the Phone Service

Since the last posting, I've had some worthwhile experiences with my VOIP.First, the HT286 worked perfectly. I'm working toward switching over my home phone services, too. I picked up the Gransdstream HandyTone 503, which provides 2 phone lines for 2 SIP trunks. The first thing I noticed during the …

You are paying too much for your phone service

I wanted to test the quality of using a VOIP adapter with Google Voice (GV). It is excellent. The latency is not noticeable, compared with a 1s-2s potential delay if you are using a soft-phone. You can also send and receive faxes! Overall, I think with a little effort, you …