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Subject: Re: [wsrp-markup] VXML Scenarios
- From: Rich Thompson <richt2@us.ibm.com>
- To: wsrp-markup@lists.oasis-open.org
- Date: Thu, 18 Dec 2003 11:04:52 -0500
If the sales manager is in her hotel
room, people would ask why she doesn't connect via her laptop. If on the
other hand she is reviewing the data on a flight into Albuquerque
from a previous meeting of the same type in Atlanta, then using the phone
to validate the earlier data becomes required.
Rich
Rex Brooks <rexb@starbourne.com>
12/18/2003 10:43 AM
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| [wsrp-markup] VXML Scenarios |
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Hi Everyone,
The scenarios I have worked up to send to our W3C VXML
contact follow. Please let me know what you think. I would like to send
this off by end of week tomorrow.
Ciao,
Rex
The following business scenario shows a VXML interface
to a common Business use-case envisioned for Version 1.1 of Web Services
for Remote Portlets, WSRP, on which our WSRP-Markup Subcommittee is working.
The current approved standard can be downloaded at:
http://www.oasis-open.org/committees/tc_home.php?wg_abbrev=wsrp
* * *
A Sales Manager is visiting the regional office of her company in the Southwestern
part of the U.S. In her hotel room, before a meeting with the local sales
team in the regional office in Albuquerque, New Mexico, she uses her cell
phone to access her account with the Company's Corporate Portal hosted
by the Company HQ in Chicago. Password authentication allows her to access
areas of the corporate portal available to her position.
Using her permissions, she is able to access the most recent figures for
sales in this region, and other regions for comparison, and she can check
to see if the sales figures trends she is going to cite in her meeting
are still moving in the direction her meeting preparations indicated and
whether the rate of change in those directions has increased or decreased.
This information will be provided to her in the VXML format used for the
portlets she needs to access.
She is also able through the cell phone connection to check if there are
any special voice mail messages for her in relation to this meeting, or
other concerns. Thus, the Sales Manager will have the latest figures and
any other incidental information available which bears on the meeting with
her regional sales team.
* * *
The first part of the following scenario shows a second WSRP v1.1 scenario
from a social context. It shows how a telephone interface into a WSRP-based
service would work.
* * *
Elena S. is a recent immigrant to the U.S., from Guatemala. She has had
a low-grade fever for several days. It is not getting better, and her hands
and feet are swelling. She thinks she may be pregnant, too. Working as
a household domestic, she cannot afford a doctor, and she is not a legal
resident, so she is afraid to seek government assistance.
She sees a notice promising confidential medical help from a local clinic
for recent immigrants in the local Spanish Language Advertiser Newspaper.
It has a telephone number, which she dials, activating the VXML Web
Service Healthcare Clinic Portal Intake Application:
The VXML Web Service app answers and a voice asks her in Spanish if she
wants to speak Spanish. "Si," she replies. The voice then tells
her that any information she gives will be treated confidentially, and
then asks her to speak her name. The voice asks her to repeat her name
and then repeats it back to her saying, "You have said your name is
Elena S. Is this correct?" When Elena answers, "Si," the
application continues.
The voice asks her to speak her zip code. The voice then asks a confirmation
question, in Spanish, rendered here in English for this scenario/use-case
example, "Are you in Fairfax Country, Virginia?" She answers
affirmatively, and the intake session continues.
At this point the overall VXML Web Service Healthcare Clinic Portal
Intake Application, asks if she want to make a free or low cost appointment
with the local clinic in her zipcode area. If she answers yes, then the
application switches to an Appointment-Scheduling Portlet.
This portlet is configured to make the appointment, which includes sending
the applicant to a counseling and tutorial session with a local volunteer
counseling service. In this case it is a Church-based service that takes
place in a facility provided by the local parish which the organizers know
will provide a sense of trust and security. If missing, the lack of this
element may well prevent someone such as Elena from using these interconnected
local services.
This portlet is one of several which can be triggered interactively by
the inidviduals who dial into this service. In this case it is important
to have the caller served by a sympathetic and trusted human as the next
step.
* * *
The remainder of this use-case shows features that are under consideration
for v.2 of the WSRP. This part is not needed for v1.1 but is provided to
show how this specification is expected to develop in future versions.
Elena then visits the drop-in counseling service where Elena meets with
Pablo V. a parishoner volunteer who takes Elena through a two-part process
so that she can use the service unaided in the future. In this case, Pablo
shows Elena how to use a simple computer interface so that she can use
one of the drop-in center's donated computers to send and receive information,
and to make, cancel or reschedule appointments with the Healthcare Clinic.
Pablo shows Elena how to select the service she wants to use from the menu
which is displayed on the computer. In this case, she chooses the Make/Change
Clinic Appointment by clicking on the calendar/clock icon identified as
a medical service by the red cross above the calendar month and across
from a combined clockface & digital timestamp readout. A calendar and
Clock/Timestamp appears with checkboxes across the the top of the page
for various languages, and a voice asks if she wishes to speak each of
the languages listed in turn, crossing out or checking each as indicated
by her responses. Elena responds "Si" to Spanish and the rest
of the session uses Spanish.
The application then asks if she will say her name. Voice recognition software,
if available to this application, verifies her identity. Pablo then takes
her through the remainder of the intake process, giving her address, employment,
etc. All of these data items is displayed visually as well as being processed
by VXML to reinforce the association of the information requested and the
visual representation. This will include the basic symptomology followed
by a confirmation of the date and time of the appointment made for her.
The process will end with the printing of a map showing the clinic's location
with directions for her to locate and travel to the clinic. This mapping
service is a separate portlet, which demonstrates why the Portal-Portlet
relationship is necessary to the VXML application. There will also be portlets
for other informational purposes, so that the individual may be able to
learn more about their conditions, where further services may be available,
It is important to understand that the portal is set up so that it can
gather and record information from the individual for use by clinic staff
to better serve the individual. So, it is also necessary for the VXML Fragment
Rules to be capable of receiving information as well as distributing it.
* * *
--
Rex Brooks
GeoAddress: 1361-A Addison, Berkeley, CA, 94702 USA, Earth
W3Address: http://www.starbourne.com
Email: rexb@starbourne.com
Tel: 510-849-2309
Fax: By Request
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