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Security considerations

The following are important security issues for your VoiceXML server installation.

By its very nature, the VoiceXML interpreter interprets documents it fetches from a given URI through the HTTP internet protocol. The VoiceXML being interpreted can transition to a new document at an arbitrary URI or post data to an arbitrary URI. Depending on the system configuration, it might also be possible to transfer telephone calls to an arbitrary telephone number encoded in the interpreted VoiceXML document. Therefore, it is critical to take great care to ensure that only documents from trusted sources are fetched for interpretation. In most cases, this source is an internal Web server (VoiceXML document server). We recommend that unless explicitly required by the application, the corporate firewall be configured to prevent HTTP requests from the VoiceXML interpreter to an untrusted network (that is, the Internet). If there is a chance that VoiceXML interpreter will execute documents obtained from document servers over an untrusted network, we strongly recommend that HTTPS is used. HTTPS ensures that only documents from a trusted source can be executed.

Also note that the trust afforded to the document server must be carefully evaluated. For example, if the same Web server used to host a public web site generates VoiceXML documents for the VoiceXML interpreter, a compromise of the Web server could be used to supply arbitrary VoiceXML documents to the VoiceXML interpreter.

Hardware requirements

The following hardware requirements support the VoiceXML feature installation.

Hardware Requirement

Description

VoiceXML Host Server

The VoiceXML Host Server is installed on the CIC server. The hardware requirements for the CIC server are described in the PureConnect Installation and Configuration Guide.

VoiceXML Interpreter Server

We recommend that the VoiceXML Interpreter be installed on a separate server. Having another server that hosts the VoiceXML Interpreter relieves the CIC server of added processing as well as providing scalability if more VoiceXML servers are required.

Based on your VoiceXML application, estimate your resources to determine the number of VoiceXML Interpreter Servers that are required to run your application.

The critical resources are CPU utilization and memory. This information might be available from your VoiceXML application provider.

Note:

CIC supports virtualization of the CIC environment. For the latest information, see the CIC Virtualization Technical Reference in the PureConnect Documentation Library at: http://help.genesys.com/cic.

LAN resources

There are no special LAN requirements for the VoiceXML Interpreter Server or the VoiceXML Host Server beyond the LAN requirements for CIC server. A high-speed connection is recommended between the VoiceXML Interpreter Server and the VoiceXML Host Server due to the nature of the media, such as audio and grammars, that is being transported. A faster connection ensures less of a delay when executing a VoiceXML dialog.

Note:

If a firewall exists between the VoiceXML Interpreter Server and the VoiceXML Host Server, open the Notifier port (5597) across the firewall.

Software requirements

The following software requirements support the CIC VoiceXML feature installation.

Software Requirement

Description

IC Server

CIC VoiceXML is installed in a Customer Interaction Center environment with Automatic Speech Recognition (ASR). CIC server installation information is available in the PureConnect Installation and Configuration Guide.

The VoiceXML subsystem requires the following CIC subsystems:

  • Notifier: VoiceXML server uses the Notifier to communicate to the VoiceXML Host server and to other subsystems on the CIC server.

  • Recognition: VoiceXML uses the recognition subsystem to do all recognition of voice and DTMF key inputs.

  • Text -to-Speech (TTS): VoiceXML uses the TTS subsystem for speech synthesis.

  • Telephony: VoiceXML uses the Telephony subsystem to perform all telephony features.

  • Tracing: VoiceXML uses the tracing subsystem for logging.

VoiceXML Host Server

Software for the VoiceXML host server is installed on the CIC server. The software requirements for the CIC server are described in the “Pre-Installation Procedures” section of the PureConnect Installation and Configuration Guide.

The VoiceXML Host Server is installed during CIC server installation.

VoiceXML Interpreter Server

Use the CIC installation ISO to install the CIC VoiceXML Interpreter Server software features on your VoiceXML Interpreter servers.

Licenses

VoiceXML requires a separate license, I3_LICENSE_VoiceXML_SESSIONS, which you must activate on your CIC server. Also, if you are going to use voice recognition and not only DTMF, ensure that your CIC server is licensed for speech recognition.

To view your licenses, do the following steps:

  1. Start Interaction Administrator.

  2. From the File menu, click License Management.

The Features page lists your feature licenses.