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VoiceXML Developer Series: A Tour Through VoiceXML, Part IX

  • October 9, 2002
  • By Jonathan Eisenzopf
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Designing the application architecture

The next thing we need to do is develop our application architecture, which will identify the dialog flow from a programmatic perspective and specify how the application will be sliced up. First, let's see if we can identify some application components that we can segment off as a VoiceXML document, form, or subdialog. We should also see if we can identify common functions that can be componentized and reused in several places.

  • The first component that seems to be obvious is the root document that will contain our global variables and perhaps even play the greeting. All other VoiceXML documents will point to this file as its application root in the application attribute of the <vxml> element.
  • The second component I see is a module that prompts for the customer's telephone number. This module will include the prompts, error handling, and validation for a telephone number.
  • As we look over the dialog flow, it also seems that we are asking the customer for yes or no answers on several different occasions. We can create one subdialog and reuse it for all of these confirmation requests.
  • The next identifiable component accepts a telephone number as a parameter, queries the Access database for a matching address, and returns the address. If the address doesn't exist, the subdialog will prompt the customer for an address, create a new record, and return the results. If the customer does have a record, we want to confirm the address and have the customer record a new one if the one on record is incorrect.
  • The largest and most complex component is of course the part that takes the actual order. It needs to be able to fill all the slots in a single utterance, and also prompt for the slots that didn't get filled in the first utterance.
  • And finally, the last component takes the pizza order, saves it to the Access database, thanks the customer for their order, and ends the call.
  • What we should do is create a single diagram that encapsulates the dialog flow and the dialog components. In this diagram, we also want to identify the names of the VoiceXML files, the form and field names, and any subdialogs that will be utilized in the application. The dialog below represents the major dialogs in the application. Each dialog will be contained within a .vxml or .asp file. The .asp files will contain PerlScript code that queries the Access database.

    View the "High Level" Architecture image

    You can see the same general dialog flow above as it exists in our other diagrams. But now, we've taken a step towards solidifying a call flow diagram into a VoiceXML application. But we have alot more to do yet. For each dialog in the application above, we need to specify, in voice dialog and VoiceXML terms, the prompts, forms, and fields that exist in each, and how the dialogs transition from one to another. We can do this by breaking the design down into more detailed dialog flow diagrams.

    main.vxml

    The main.vxml dialog is fairly simple. We initialize the phone_number variable, which will be used throughout the application, and play a welcome message. Then we transition to telephone_number.vxml.

    telephone_number.vxml

    This dialog is responsible for capturing the user's telephone number. user is prompted for their phone number in the telephone_number form using the phone.grammar grammar file. Once the user provides a valid phone number, the value is saved in the phone_number variable and the dialog transitions to the confirm_phone_number form, which plays the number back to the user and asks them if it is correct. The user's answer is captured by the yes_or_no.vxml subdialog. If the user responded no, then they are send back to the telephone_number form where they are prompted for their phone number again. Once the user confirms the number by uttering "yes", the dialog transitions to validate_phone_number.asp.

    View the "Telephone Number" Architecture image

    validate_phone_number.asp

    This VoiceXML dialog is different from the others we've looked at so far, because it is an ASP script rather than a static VoiceXML document. It mixes PerlScript code that queries the Access database with VoiceXML content. The first thing we do in this dialog is to query the database for the phone number that the user provided in the telephone_number.vxml dialog. If a record doesn't exist, the resulting VoiceXML output will transition the dialog to the record_address form, which records the user's address and submits it along with the phone number to save_address.asp. If we did find an address that goes with the phone number, we transition the dialog to the confirm_address form, which plays the address and asks the user to confirm that it is indeed the correct address. If the user says yes, we proceed on to the take_order.vxml dialog. Otherwise, we transition the dialog to the record_address form so that they can record a new address.

    View the "Validate Phone Number" Architecture image

    save_address.asp

    In the case where we need to either create a new record with an address, or update an address for an existing phone number, we need to take a detour to this script to submit the changes to the access database before we proceed on to the take_order.vxml dialog. To do this, we grab the phone number and .wav audio file from the the Request ASP object, do an insert or update to the proper Access table, and transition on to the next dialog. There isn't any user interaction happening in this dialog at all.

    take_order.vxml

    This is the dialog where we take the customer's order. Because it's a mixed dialog, we include an initial block to prompt the user for their order and attempt to fill as many of the fields as we can with a single utterance. For the fields that weren't filled, the VoiceXML interpreter knows to skip the fields that have already been filled and to only prompt for the fields that have not. Once we've filled all of the fields, we transition to the confirm_pizza_order form, which plays the customer's order back to them and asks them to confirm that it is correct. If they say "No", then the dialog transitions back to the pizza_order form and the customer is prompted to say their order again. Once they confirm their order, the dialog transitions to the save_order.asp dialog.

    View the "Take Order" Architecture image

    save_order.asp

    This is the final dialog, an ASP script, which creates a new record in the Access database for the pizza order, and plays a thank you message for the user. The form fields are retrieved from the ASP Request object, and a bit of PerlScript code parses the input and saves the record via an ADO transaction. At this point, because there are no other dialogs to transition to, the call ends.

    yes_or_no.vxml

    This is the dialog that is utilized by several other dialogs to get confirmation from the user. It's not very fancy, but it works and it's better than having to create three separate confirmation dialogs.

    View the "Yes or No" Architecture image

    Conclusion

    Well, so far we've created a dialog flow that provides us with a clear idea of how the dialog is to take place. We took this dialog flow model and solidified it into a high-level application diagram that contained a number of VoiceXML and ASP files. Then we boiled each of those dialogs into specific dialog elements. We are almost ready to write the code for this application. But first, we need to create an Access data model, and record the prompts. We'll tackle that in the next edition of the VoiceXML Developer.

    About Jonathan Eisenzopf

    Jonathan is a member of the Ferrum Group, LLC based in Reston, Virginia that specializes in Voice Web consulting and training. He has also written articles for other online and print publications including WebReference.com and WDVL.com. Feel free to send an email to eisen@ferrumgroup.com regarding questions or comments about the VoiceXML Developer series, or for more information about training and consulting services.





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