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

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 Overview


•  Founded in 1999

•  Largest on-demand VoiceXML and CCXML platform provider

•  Strong developer community –  Over 33,000 developers created over 73,000 apps

–  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 over year growth since 2004

Voxeo’s UK Headquarters

Voxeo Fast Facts

Voxeo’s US Headquarters


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

Hosted Speech & Outbound IVR Services

Voxeo is the only vendor rated strong across all

metrics of IVR landscape,

beating 17 other vendors

Visionaries Quadrant, Gartner Magic Quadrant

Voxeo named to IVR systems and enterprise voice portals 2008

quadrant for its ability to execute, completeness of vision

Product Innovation Award for its Prophecy voice platform

products and services

Best Speech Self-Service Suite Ranked above all other platform and solution vendors in industry

For significant contributions to improving speech

applications for clients For excellence in the advancement of voice

communications

Decision Matrix – Selecting an IVR Vendor

in the Enterprise Voxeo is one of two vendors to make analyst’s shortlist

Analytics and Reporting for Phone-Based Self-Service

VoiceObjects Analyzer was the only product to receive the

highest possible rating in all four analytics areas


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


•  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

Extreme Support – Our #1 Priority


Global Footprint


On-Premise Software Platform

Prophecy software pre-configured & loaded on a rack-mount server

Turnkey IVR Server

Fault resilient, scalable hosting evolution.voxeo.com

On-Demand Hosting Service

Sophisticated service creation, 1:1 personalization, analytics

Easy web-based, Visio-like rapid application development tool

Development Designer Voxeo CallXML, 100% compliant VoiceXML, the industry’s most deployed CCXML engine

XML-based Other

VoiceXML Platforms

Other Developers and Tools

Download Prophecy in minutes at

www.voxeo.com/prophecy

Voxeo Solution Stack


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 •  Telephone surveys •  Emergency notifications •  Virtual receptionists •  Call center automation •  Order status •  Package tracking •  Conferencing solutions •  Audiotext platforms •  Virtual call centers •  Virtual PBXs •  Predictive dialers •  Voicemail services •  Dating chat services •  Voice instant messaging •  Voice verification

•  Unified messaging •  Bill reminder, collection •  Account balance & transfer •  Voice Portals •  Telesales •  Email by phone •  Virtual agents •  Telephone CRM •  Auto attendants •  Call routing •  Call recording solutions •  Audio broadcast services •  Real estate information lines •  Political campaigning •  Political polls

Developer Tools


Voxeo’s View: Telephony Development

XML-based Telephony

Voxeo CallXML The easiest telephony markup ever devised

API-based Telephony

Web Services Mash-up style API launching in 2009

Tool-based Telephony

Voxeo Designer Easy web-based, Visio- like rapid app dev tool

Java Media Control JSR 309 Java SIP Servlets JSR 116/289

Voxeo acquired… Voxeo acquires…

Third-party tools support VoiceObjects, Audium, OpenMethods, others

VoiceXML The only 100% compliant browser

CCXML The world’s most proven CCXML engine


Voxeo Tools - The Big Picture

Application Complexity

Pro

ject

Siz

e Designer

VoiceObjects

Small to medium scale projects

Medium to large scale projects Distributed, Complex enterprise integrations, advanced features such as personalization

Low complexity, straight-forward integration


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

Dialog Flow Development

Grammar Development &

Tuning

Application and Server Management

Project Documentation

Phone Application

Server Application and Usability Testing

Prompts & Media Design & Management

Analytics and Reporting

Integration: Backend & CTI


Flexible: Multiple Phone Channel Choice

Any Network / Any Device

fixed line IP wireless

Any Browser / Any Modality

VoiceXML Browser

USSD Browser

Mobile Web Browser

Voice Video ASR

DTMF

Phone Application Server

Web App Server

•  Single Infrastructure •  Central Maintenance •  Single Service Definition

… across all mobile phone channels

•  Minimal Investment •  User Interface of Choice •  Consistent User

Experience


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


G

VoiceObjects / Prophecy Integration

VoiceObjects Desktop

IDE

Back-End Systems

Softphone

Connector Framework

VoiceObjects Server

Media Platform Driver

Apps

VXML (over http)

SIP ASR, TTS, Call Control VoiceXML Browser Voxeo Prophecy

VO Developer Edition Eclipse

Phone Internet

(SIP) or PSTN

Loca

l PC


VoiceObjects / Prophecy Hosting

Back-End Systems

Phone

Connector Framework

VoiceObjects Server


Apps

VXML (over http) Internet


IDE

Loca

l PC


Internet (SIP)

or PSTN

ASR, TTS, Call Control VoiceXML Browser Voxeo Prophecy

Voxeo Prophecy Overview


•  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

The Prophecy Platform


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 –  Audio play & record –  Voice recognition –  DTMF Input –  Text to Speech –  N-Best recognition –  Voice verification –  VoiceXML 2.0 & 2.1 –  Grammar translation –  Multi-language support –  SIP/CCXML Integration –  Extremely scalable

CCXML Call Control –  Access to caller-id,

called-id, ANI and DNIS –  Selective call answer –  Outbound call initiation –  Blind call transfer –  Call transfer with

supervision –  PSTN Network transfer/

Take back & transfer

Call Conferencing –  2 to 200 line call

conferencing –  Built in echo cancellation –  Built in noise suppression –  Dual band automatic gain

control (agc) –  Listen-only participants –  Ability to add, remove and

mute participants –  Completely CCXML

controlled

CTI/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

Platform Support •  Windows

–  Windows 2003/2008 Server

–  XP/Vista Desktop •  Mac OS X

–  Intel 10.5 (Leopard) •  Linux

–  Redhat Enterprise Linux 5.X

–  CentOS 5.X –  Intel x86


ASR and TTS Support

•  Prophecy ASR •  MRCP - Nuance 8.5 •  MRCP - OSR3 •  MRCP - Nuance 9.0 •  MRCP - IBM •  MRCP - Telesma •  MRCP - Loquendo

•  Prophecy TTS •  Speechify 2/3 •  RealSpeak 4.x •  Rhetorical rVoice 4.x •  Loquendo TTS •  IBM •  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

Voxeo Prophecy Hosting


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


G

Local Setup with Voxeo Prophecy


IDE

Back-End Systems

Softphone

Connector Framework

VoiceObjects Server


Apps

VXML (over http)

SIP ASR, TTS, Call Control

VoiceXML Browser Voxeo Prophecy


My

loca

l PC


Remote Setup with Voxeo Evolution

Back-End Systems

Phone

Connector Framework

VoiceObjects Server

ASR, TTS, Call Control VoiceXML Browser Voxeo Evolution


Apps

VXML (over http) Internet


IDE


Internet (SIP)

or PSTN

My

loca

l PC


G

Remote Setup with Voxeo Evolution

Back-End Systems

Connector Framework

VoiceObjects Server

ASR, TTS, Call Control VoiceXML Browser Voxeo Evolution


Apps

SIP

VXML (over http)


IDE

Softphone


Internet Internet

My

loca

l PC


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

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

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

Private (internal): 192.168.2.196

Public (external): 172.64.3.10

NAT = Network Address Translation


Voxeo Evolution Account

URL: http://evolution.voxeo.com

Step 1


Setting up applications in Evolution

Add Application

Step 2



Application Type: Prophecy 8.0 – VXML 2.1

Step 3



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

Step 4



Test numbers: For PSTN, SIP, Skype

Step 5


Configure for X-Lite Softphone

Use SIP Test number as assigned by your Evolution account


VoiceObjects Online Help


Thank you!

Dan York [email protected] Andreas Volmer [email protected]

Background


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