Well, that exact quote cannot be found in the Sherlock Holmes novels from Sir Arthur Conan Doyle. But it is used so often that it got “common use”. And it fits perfect related to our latest enhancement of VoiceObjects (all versions!): WATSON Watson is a real elementary new tool for you and your communication with Voxeo Support regarding any VoiceObjects issue.

What is it all about?

Ever stumbled on “What data to send to support”? Then the next quote comes into account: “It is a capital mistake to theorize before one has data.” (The Adventures of Sherlock Holmes (1892)) As Voxeo Support always aims in getting better, we would like to get rid of these uncertainties. For you to get the best support in the shortest time possible. For us to avoid theorizing on your issue and getting lost in false assumptions.

Watson will help both of us!

Watson is a tool to collect all data of interest from your VoiceObjects instance. It will gather logs, settings, database information and some other things. All these information go into one archive which can then easily be uploaded to the Evolution portal when opening a ticket or when support is asking for more data.

What is it not?

Watson is not designed to analyze your information It is just the collector of information. Therefore “You see, but you do not observe.” (The Adventures of Sherlock Holmes (1892)) is also true.

Analyzing your information is a task for the support team. Additionally, we will be very happy to help you understand the file contents for your own assessment of issues!

Details?

Please see the knowledgebase article on Watson for a more detailed usage description. The nice thing about Watson is that you can use it in older versions of VoiceObjects too – just get the setup archive from the knowledgebase article and get started!

Now some of you might think – “Hey, I have seen something similar already”. Yes, we copied ourselves. Shamelessly ;) Watson has been inspired by our Prophecy “Perry” tool which is located in your local Prophecy installation. So in case of an issue while running Prophecy Pro on your premises you might be asked to run “prophecy run perry” and Watson.

Nice, isn’t it?

Many thanks to Jochen Fischer for this tool!

Outbound notification:

Not only how to do it, but how to do it without blowing things up!

Over here in Voxeo’s Extreme Support, we see a fair amount of tickets asking us how a user might implement their applications on a larger scale, or in what ways our platform could be leveraged to further business needs. ”Hello World” applications might impress your mom, but something has to pay to keep the lights on. One very common use of Voxeo’s technology is outbound notification, where a company sends hundreds, thousands, or even hundreds of thousands of notifications to their customers in an automated fashion. If you have always wanted your very own automated message delivery service, you have come to the right blog. Let’s build a small, but scaleable, one from scratch. The main focus of this posting is to give an overview of how an application like this might be developed. We will show you how several markups and scripting languages can be combined to perform this type of outbound campaign.

Our application will combine PHP and MySQL to launch CCXML/VoiceXML calls using a simple HTTP control mechanism through Voxeo’s hosted network. The control mechanism provides throttling intelligence to our application, ensuring a defined ceiling of concurrent calls will not be surpassed, but still allowing for maximum efficiency and duration. When running call campaigns through a telephony network shared with other customers, everyone wins by adhering to port boundaries.

In the example I am presenting we are using a hypothetical application developed for the ‘XYZ Corporation‘, their needs for their application are as follows:

• Call users and notify them of appointments
• Verify that intended callers got the notification
• If caller chooses to, allow them to change appointments
• Log results to a database so we can view call history’s and track any problematic sessions reported by users

The requirements are not to overwhelming, however in addition to the above we also want to give them a nice interface to ensure a pleasant user experience. We also want to ensure that this interface will allow for someone without a intimate knowledge of VoiceXML, or even any markup at all to operate our application. After all, our fictitious company ‘XYZ Corp’, is in the business of notifying people about appointments, not debugging application code.

So let me do a quick video run through of the final product before I go into detail on the relevant components below. Below you will see an embedded YouTube video that shows the interface and it’s functions, this might be helpful if you gave this a quick review prior to proceeding, as the rest of the posting is based off this example application and assumes that you have reviewed it:

So first off let me say that all this code is going to be attached for download at the end of this posting. So fear not you will have unfettered access to download, edit, and test any of this to your hearts content. If you wish to deploy this you will need to do so on your own Web Server since the majority is done in PHP. The reason for this is that Voxeo’s shared production network does not allow for server side scripting.

So lets get down and dirty into the components of this application: First off we have our interface which was done in HTML & PHP. The interface is driven by a MySQL database, from which we query for our list of callers and log session results. Now PHP generally falls outside of the scope of our support, so we will not dive to deep into this portion of the application code. It is for the reason we attached the code of the entire application to this posting. The portion I want to focus on here is the throttling mechanism for call launches, the methods we pass data into and out of our CCXML & VoiceXML application for our dialogs. Then finally I will show you how we get the data back from our VoiceXML dialog and log these results back into our database for post call review. At the very end I will have a link to the source code of this entire thing for you to download should you wish to do so. So with out further delay lets take a look at CPS.

Next page…

‘Tis the season for lists, of course, and a colleague recently pointed me to two lists of resources out there for developers:

• Top 100 Blogs for Developers (Q4 2008)
• Top 50 Twitterers to Follow for Developers

No, we’re not on either list… but regardless they are good lists of other folks out there writing about software and development. Kudos to Jurgen Appelo for taking the time to put these lists together.

Happy New Year to you all!

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