Jump to: navigation, search

What is GVP and How Do Voice Apps Work

The Genesys Voice Platform (GVP) is a VoiceXML-based media server for network service providers and enterprise customers.

What is GVP?

At the most basic level, Genesys Voice Platform (GVP) is Interactive Voice Response software (soft IVR). At a more complex level, GVP is a software suite that integrates a combination of call processing, reporting, management, and application servers with Voice over IP (VoIP) networks, to deliver web-driven dialog and call control services to callers.

Using features such as Automatic Speech Recognition (ASR) and Text-to-Speech (TTS), GVP provides a cost-effective way to implement automated voice interactions from customers calling your contact center. At the technology level, GVP is a collection of software components that complement and work with other Genesys products in order to provide a complete voice self-service solution.

Notes:

Whereas GVP is commonly used in enterprise self-service environments, many other applications of GVP —including those outside of the contact center—are possible.

A machine on which GVP components are installed is also referred to as a GVP Server in other places in this Help system.

How Do Voice Applications Work?

Just as one uses HTML to create visual applications, VoiceXML is a mark-up language one uses to create voice applications. With a traditional web page, a web browser will make a request to a web server, which in turn will send an HTML document to the browser to be displayed visually to the user. With a voice application, it's the VoiceXML interpreter that sends the request to the web server, which will return a VoiceXML document to be presented as a voice application via a telephone. What makes VoiceXML so powerful is that all of the most popular tools for making web pages are available for making voice applications. Developers can use technologies they are already familiar with such as JavaScript, JSP and ASP.NET/C# to generate exciting new voice applications.

The "Big Picture"

BigPicture.gif

Composer is a fully featured VXML application development tool. Users can develop, debug and test their applications in its Integrated Development Environment (IDE) that provides developer-friendly features to test and debug VXML applications and server side web pages. Once the application is ready, it can be exported or manually deployed using an exported package onto an application server/web server like Tomcat or Microsoft IIS. Once deployed, GVP can access the voice application’s VXML pages and any server side pages (JSP/ASP.NET) using HTTP.

When a call comes in to GVP, GVP determines the location of the VXML application through its provisioning data. It then fetches VXML page(s) and uses its VXML engine to execute them. The results are played back to the caller on his/her phone. Any server side pages that access databases or web services or other server side pages are executed on the application server/ web server through server side constructs implemented by Composer.

During development, Composer can use its bundled Tomcat or a local installation of Microsoft IIS as the web server and make test calls to the application right through GVP from within the IDE. This feature provides a quick way to test applications by removing the need to of deploy applications to another server and then point GVP to that location.

Once the application is deployed in production, Composer is no longer in the picture. The application is usually deployed on its own dedicated web server and application server from where it is accessed by GVP. The web/application server provides access to all pages and scripts that make up the application and executes any server side pages of the application.

This page was last modified on July 15, 2013, at 10:21.

Feedback

Comment on this article:

blog comments powered by Disqus