Glossary

The contact centre glossary covers many of the most common vocabulary, measurements and technologies related to call centre software and customer experience.

VoiceXML

How to get started:

Write the Main VoiceXML File

Open up your favorite text editor to write a few lines of VoiceXML.

First you must put in the file a standard XML header. Every XML document you write, including VoiceXML documents, will need a header like this.

<?xml version="1.0" encoding="UTF-8"?>

Next, you must specify the correct version number for your VoiceXML document. If you plan on using any of the newer application features, such as the <data> element, then you will want to make certain that you specify version " 2.1 ".

<?xml version="1.0" encoding="UTF-8">

<vxml version="2.1">

</vxml>

Since we are starting small, we will partake in the time-honored tradition of true Hello World applications.

<?xml version="1.0" encoding="UTF-8"?>

<vxml version = "2.1" >

<form>

  <block>

   <prompt>

    Hello World. This is my first telephone application.

   </prompt>

  </block>

</form>

</vxml>

That is all there is to it. Notice that even at this most basic level of scripting, we still see evidence of some required code structure. The <form> element is not unlike the HTML <form> element, as it groups sections of input and output together on your page: remember, this is just a web page for the telephone. But the similarity between the two elements ends there – in more complicated scripts the <form> can also serve as a named section that can be jumped to, not unlike a HTML anchor element. In a similar way, the <block> element in our example seems somewhat unimportant because we are performing but a single function; however, VoiceXML requires structure inside the <form> element, which is what the <block> element provides for us. So how does VoiceXML know to convert Hello World. This is my first telephone application? No extra elements are required to read text-to-speech – VoiceXML assumes any non-elemented value is text to be read over the phone.

Your VoiceXML file is done. Go ahead and save it as helloworld.xml