Next IVR

IVR, web and mobile programming for contact center technology.

Programming Articles


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 …

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 …

Building a LYME server - Linux Yaws Mnesia Erlang

A LYME server is Linux Yaws Mnesia Erlang - similar to how LAMP is Linux Apache (Tomcat) MySQL PHP, but of course, this system focuses on functional programming. I started studying functional programming awhile ago. It's pretty interesting. Here are some resources for you: The [Wikipedia](http://en.wikipedia.org/wiki …

Transcribing for MS Speech Server

Transcribing speech utterances is a highly repetitive task, usually performed by a pool of people who are good at typing.Out of the box, the speech server tools for transcribing are accessible through Visual Studio, and are not good for transcribing any volume of utterances. The following attachment contains two …

Unit Testing Managed Speech Server Applications

Unit testing code is important. If you make code changes in a library that other people are using, you want to make sure all of the code works as expected. Using NUnit is great for that. However, when it comes to speech applications, you probably manually test your applications before …

A GRXML Grammar for Alphanumeric IDs

In the health industry, I've frequently run into the following predicament: User IDs are no longer simple numeric fields. Traditionally, an employee's Social Security number may have been used as an id, but HIPAA has put an end to that. For speech recognition, this could present a common tuning and …