U-Self Serve IVR Connector End Points

U-Self Serve IVR Connector components communicate with the VXML call flow which is hosted in the Cisco CVP server through the following end points:

VXML application is the bridge to establish a connection between U-Self Serve and Cisco through HTTP end points. IVR Connector is the layer used to streamline the process between Cisco CVP and U-Self Serve.

U-Self Serve VXML connector invokes Init Session API to establish a session.
Once the user request is received, the Conversation API is invoked for the session Id.
Based on the value in the user request, the Intent is identified.
The response for the identified Intent is sent to the VXML connector through IVR connector.
The response is played to the user using TTS.
Based on the user request, the call continues or transferred to a live agent or the session is disconnected.
When the call is disconnected, the VXML connector invokes End session endpoint to terminate the specific session.

Init Session Endpoint

When the Init session endpoint is invoked, a new session is established and returns the details of session.

Method: POST

https://<<hostname>>/V1/initsession?sessionId=5763&password=pv69QlIapsplxCbDB9xZ6c60n&vcmId=9&lang=English-US&welcomeIntent=Welcome to Uniphore.&domainIdentifier=U_SS_U_SS_English-US_New_Dev

Example of Init Session Endpoint when deployed in Platform

https://<<hostname>>/vicr/V1/initsession?sessionId=5763&password=pv69QlIapsplxCbDB9xZ6c60n&vcmId=9&lang=English-US&welcomeIntent=Welcome to Uniphore.&domainIdentifier=U_SS_U_SS_English-US_New_Dev

Query Parameter

Query Parameter Name	Data Type	Description	Required/ Optional
`sessionId`	Number	Unique Id generated by VA in U-Self Serve.	Required
`vcmId`	Number	Value for `vcmId` is provided by Cisco CVP call studio automatically. No manual entry is required.	Optional
`password`	String	Value for `password` is provided by Cisco CVP call studio automatically. No manual entry is required.	Optional
`lang`	String	Value for `lang` parameter is passed through Cisco CVP call studio. No manual entry is required.	Required
`userRequest`	String	User input in text is used to identify the Intent.	Required
`welcomeIntent`	String	Value for `welcomeIntent` parameter is passed through X- Console by default. No manual entry is required.	Optional
`domainIdentifier`	String	Value of `domainIdentifier` is created using Create or Update Domain Properties API	Required

Sample Response

{
    "voiceName": "en-US-JennyNeural",
    "voiceGender": "Female",
    "langCode": "en-US",
    "enCode": "ulaw",
    "source": "Welcome to Uniphore. How can I help you?",
    "type": "SSML",
    "skillGroup": "",
    "intentName": "Greeting",
    "cloudTTSURL": "http://cloud-tts/cloudtts-8.5/tts/",
    "pingBack": false,
    "agentTransfer": false,
    "sessionId": "a2975417-de38-5400-2jk4-z3xx40518d5l",
    "isDTMF": false,
    "voiceType": "Neural",
    "transferType": null,
    "transferLink": null,
    "callType": null,
    "service": "Microsoft"
}

Response Parameter

Response Parameter Name	Description
`voiceName`	The name of the voice configured in AI Configuration - TTS Settings.
`voiceGender`	The gender of the voice configured in AI Configuration - TTS Settings.
`langCode`	The Language code configured in AI Configuration - TTS Settings.
`enCode`	The type of algorithm used for encoding.
`source`	Plays the message while Init Session endpoint is invoked. The message can be configured eitherin IVR or X-Console.
`type`	Refers to the type of response which can be SSML or Text or Audio.
`skillGroup`	If the Call Type is set as Agent Transfer then the name of the skill group associated to the VA is returned. Applicable only if `agentTransfer` is returned as True. Example: Claims, Payments Refer API to Update Call Transfer Intent Configuration for more information.
`intentName`	The name of the Intent that triggers the call transfer. Applicable only if `agentTransfer` is returned as True. Refer API to Update Call Transfer Intent Configuration for more information.
`cloudTTSURL`	URL of the TTS. Example: Microsoft TTS endpoint
`pingBack`	Returns False when the response is played in the same turn. Returns True when the response is played after the wait message.
`agentTransfer`	If Agent Transfer is True then the call is transferred to the agent.
`sessionId`	The Session Id which is passed in the query parameter.
`isDTMF`	Returns True if DTMF is enabled.
`voiceType`	The Voice type configured in AI Configuration - TTS Settings. Example: Standard and Neural.
`transferType`	The Transfer type can be either SIP or Phone. Applicable only if `agentTransfer` is returned as True. Refer API to Update Call Transfer Intent Configuration for more information.
`transferLink`	If the Transfer type is SIP then returns the transfer link. Refer API to Update Call Transfer Intent Configuration for more information.
`callType`	The call type can be End or Agent transfer or Null. If the call type is returned as End, then the call gets disconnected after playing the message configured in the source or welcome intent. If the call type is returned as Agent Transfer, then the call is transferred to the agent after playing the greeting message configured in the source or welcome intent. Returns Null if the call type is not used in the Intent flow.
`service`	The name of the TTS service configured in AI Configuration - TTS Settings.

Conversation Endpoint

After receiving input from the user, the Conversation API is invoked. The Conversation API returns the conversation related details for the given session id.

Method: POST

https://<<hostname>>/V1/conversation?vcmId=9&lang=English-US&userRequest=Is there anything else I can help with?&sessionId=5763&domainIdentifier=U_SS_U_SS_English-US_New_Dev

Example of Conversation Endpoint when deployed in Platform

https://<<hostname>>/vicr/V1/conversation?vcmId=9&lang=English-US&userRequest=Is there anything else I can help with?&sessionId=5763&domainIdentifier=U_SS_U_SS_English-US_New_Dev

Query Parameter

Query Parameter Name	Data Type	Description	Required/ Optional
`sessionId`	Number	Unique Id generated by VA in U-Self Serve.	Required
`vcmId`	Number	Value for `vcmId` is provided by Cisco CVP call studio automatically. No manual entry is required.	Optional
`password`	String	Value for `password` is provided by Cisco CVP call studio automatically. No manual entry is required.	Optional
`lang`	String	Value for `lang` parameter is passed through Cisco CVP call studio. No manual entry is required.	Required
`userRequest`	String	User input in text is used to identify the Intent.	Required
`welcomeIntent`	String	Value for `welcomeIntent` parameter is passed through X- Console by default. No manual entry is required.	Optional
`domainIdentifier`	String	Value of `domainIdentifier` is created using Create or Update Domain Properties API	Required

Sample Response

{
    "voiceName": "en-US-JennyNeural",
    "voiceGender": "Female",
    "langCode": "en-US",
    "enCode": "ulaw",
    "source": "Is there anything else I can help you with?",
    "type": "SSML",
    "skillGroup": "",
    "intentName": "Greeting",
    "cloudTTSURL": "http://cloud-tts/cloudtts-8.5/tts/",
    "pingBack": false,
    "agentTransfer": false,
    "sessionId": "a2975417-de38-5400-2jk4-z3xx40518d5l",
    "isDTMF": false,
    "voiceType": "Neural",
    "transferType": null,
    "transferLink": null,
    "callType": null,
    "service": "Microsoft"
}

Response Parameter

Response Parameter Name	Description
`voiceName`	The name of the voice configured in AI Configuration - TTS Settings.
`voiceGender`	The gender of the voice configured in AI Configuration - TTS Settings.
`langCode`	The Language code configured in AI Configuration - TTS Settings.
`enCode`	The type of algorithm used for encoding.
`source`	Plays the message while Init Session endpoint is invoked. The message can be configured either in IVR or X-Console.
`type`	Refers to the type of response which can be SSML or Text or Audio.
`skillGroup`	If the Call Type is set as Agent Transfer then the name of the skill group associated to the VA is returned. Applicable only if `agentTransfer` is returned as True. Example: Claims, Payments Refer API to Update Call Transfer Intent Configuration for more information.
`intentName`	The name of the Intent that triggers the call transfer. Applicable only if `agentTransfer` is returned as True. Refer API to Update Call Transfer Intent Configuration for more information.
`cloudTTSURL`	URL of the TTS. Example: Microsoft TTS endpoint
`pingBack`	Returns False when the response is played in the same turn. Returns True when the response is played after the wait message.
`agentTransfer`	If Agent Transfer is True then the call is transferred to the agent.
`sessionId`	The Session Id which is passed in the query parameter.
`isDTMF`	Returns True if DTMF is enabled.
`voiceType`	The Voice type configured in AI Configuration - TTS Settings. Example: Standard and Neural.
`transferType`	The Transfer type can be either SIP or Phone. Applicable only if `agentTransfer` is returned as True. Refer API to Update Call Transfer Intent Configuration for more information.
`transferLink`	If the Transfer type is SIP then returns the transfer link. Refer API to Update Call Transfer Intent Configuration for more information.
`callType`	The call type can be End or Agent transfer or Null. If the call type is returned as End, then the call gets disconnected after playing the message configured in the source or welcome intent. If the call type is returned as Agent Transfer, then the call is transferred to the agent after playing the greeting message configured in the source or welcome intent. Returns Null if the call type is not used in the Intent flow.
`service`	The name of the TTS service configured in AI Configuration - TTS Settings.

End Session Endpoint

When the call is disconnected or transferred to an agent, the End session endpoint is invoked and terminates the session of the given session id.

Method: POST

https://<<hostname>>/V1/endsession?sessionId=5763&lang=English-US&domainIdentifier=U_SS_U_SS_English-US_New_Dev

Example of End Session Endpoint when deployed in Platform

https://<<hostname>>/vicr/V1/endsession?sessionId=5763&lang=English-US&domainIdentifier=U_SS_U_SS_English-US_New_Dev

Query Parameter

Query Parameter Name	Data Type	Description	Required/ Optional
`sessionId`	Number	Unique Id generated by VA in U-Self Serve.	Required
`lang`	String	Value for `lang` parameter is passed through Cisco CVP call studio. No manual entry is required.	Required
`domainIdentifier`	String	Value of `domainIdentifier` is created using Create or Update Domain Properties API	Required

Sample Response

{
    "message": "session ended"
}

Response Parameter

Response Parameter Name	Description
`message`	The message to be displayed when the session is ended.

In this section:

Uniphore Customer Portal

U-Self Serve IVR Connector End Points

U-Self Serve IVR Connector End Points

Init Session Endpoint

Conversation Endpoint

End Session Endpoint

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