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Subject: Revised VXML Scenarios
- From: Rex Brooks <rexb@starbourne.com>
- To: wsrp-markup@lists.oasis-open.org
- Date: Thu, 18 Dec 2003 09:57:51 -0800
Title: Revised VXML Scenarios
Hi Everyone,
I have revised the
scenarios per Rich's comments. Again, let me know what yoy think. If I
don't hear further comments I will send this off
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 will be visiting the regional office of her company in
the Southwestern part of the U.S. During her flight, 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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