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Internet Engineering Task Force (IETF) S. McGlashan Request for Comments: 6231 Hewlett-Packard Category: Standards Track T. Melanchuk ISSN: 2070-1721 Rainwillow C. Boulton NS-Technologies May 2011 An Interactive Voice Response (IVR) Control Package for the Media Control Channel Framework Abstract This document defines a Media Control Channel Framework Package for Interactive Voice Response (IVR) dialog interaction on media connections and conferences. The package defines dialog management request elements for preparing, starting, and terminating dialog interactions, as well as associated responses and notifications. Dialog interactions are specified in a dialog language. This package defines a lightweight IVR dialog language (supporting prompt playback, runtime controls, Dual-Tone Multi-Frequency (DTMF) collection, and media recording) and allows other dialog languages to be used. The package also defines elements for auditing package capabilities and IVR dialogs. Status of This Memo This is an Internet Standards Track document. This document is a product of the Internet Engineering Task Force (IETF). It represents the consensus of the IETF community. It has received public review and has been approved for publication by the Internet Engineering Steering Group (IESG). Further information on Internet Standards is available in Section 2 of RFC 5741. Information about the current status of this document, any errata, and how to provide feedback on it may be obtained at http://www.rfc-editor.org/info/rfc6231. Copyright Notice Copyright (c) 2011 IETF Trust and the persons identified as the document authors. All rights reserved. This document is subject to BCP 78 and the IETF Trust's Legal Provisions Relating to IETF Documents (http://trustee.ietf.org/license-info) in effect on the date of McGlashan, et al. Standards Track [Page 1] RFC 6231 IVR Control Package May 2011 publication of this document. Please review these documents carefully, as they describe your rights and restrictions with respect to this document. Code Components extracted from this document must include Simplified BSD License text as described in Section 4.e of the Trust Legal Provisions and are provided without warranty as described in the Simplified BSD License. This document may contain material from IETF Documents or IETF Contributions published or made publicly available before November 10, 2008. The person(s) controlling the copyright in some of this material may not have granted the IETF Trust the right to allow modifications of such material outside the IETF Standards Process. Without obtaining an adequate license from the person(s) controlling the copyright in such materials, this document may not be modified outside the IETF Standards Process, and derivative works of it may not be created outside the IETF Standards Process, except to format it for publication as an RFC or to translate it into languages other than English. Table of Contents 1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . 5 2. Conventions and Terminology . . . . . . . . . . . . . . . . . 8 3. Control Package Definition . . . . . . . . . . . . . . . . . 9 3.1. Control Package Name . . . . . . . . . . . . . . . . . . 9 3.2. Framework Message Usage . . . . . . . . . . . . . . . . . 9 3.3. Common XML Support . . . . . . . . . . . . . . . . . . . 10 3.4. CONTROL Message Body . . . . . . . . . . . . . . . . . . 10 3.5. REPORT Message Body . . . . . . . . . . . . . . . . . . . 10 3.6. Audit . . . . . . . . . . . . . . . . . . . . . . . . . . 11 3.7. Examples . . . . . . . . . . . . . . . . . . . . . . . . 11 4. Element Definitions . . . . . . . . . . . . . . . . . . . . . 11 4.1. . . . . . . . . . . . . . . . . . . . . . . . . 12 4.2. Dialog Management Elements . . . . . . . . . . . . . . . 14 4.2.1. . . . . . . . . . . . . . . . . . . . 18 4.2.2. . . . . . . . . . . . . . . . . . . . . 20 4.2.2.1. . . . . . . . . . . . . . . . . . . . 24 4.2.2.1.1. . . . . . . . . . . . . . . . . . . 25 4.2.2.2. . . . . . . . . . . . . . . . . . . . . 26 4.2.2.2.1. . . . . . . . . . . . . . . . . . . 27 4.2.2.2.2. . . . . . . . . . . . . . . . . . 27 4.2.3. . . . . . . . . . . . . . . . . . . 28 4.2.4. . . . . . . . . . . . . . . . . . . . . . 28 4.2.5. . . . . . . . . . . . . . . . . . . . . . . . 30 4.2.5.1. . . . . . . . . . . . . . . . . . . 30 4.2.5.2. . . . . . . . . . . . . . . . . . . 32 4.2.6. . . . . . . . . . . . . . . . . . . . . . . 33 4.2.6.1. . . . . . . . . . . . . . . . . . . . . . 33 McGlashan, et al. Standards Track [Page 2] RFC 6231 IVR Control Package May 2011 4.3. IVR Dialog Elements . . . . . . . . . . . . . . . . . . . 34 4.3.1. . . . . . . . . . . . . . . . . . . . . . . 35 4.3.1.1. . . . . . . . . . . . . . . . . . . . . 38 4.3.1.1.1. . . . . . . . . . . . . . . . . . 39 4.3.1.1.1.1. Date Type . . . . . . . . . . . . . . . . 40 4.3.1.1.1.2. Time Type . . . . . . . . . . . . . . . . 41 4.3.1.1.1.3. Digits Type . . . . . . . . . . . . . . . 42 4.3.1.1.2. . . . . . . . . . . . . . . . . . . . 42 4.3.1.1.3. . . . . . . . . . . . . . . . . . . . . 43 4.3.1.1.3.1. . . . . . . . . . . . . . . . . . . 45 4.3.1.2. . . . . . . . . . . . . . . . . . . . . 46 4.3.1.3. . . . . . . . . . . . . . . . . . . . . 49 4.3.1.3.1. . . . . . . . . . . . . . . . . . . 52 4.3.1.4. . . . . . . . . . . . . . . . . . . . . 53 4.3.1.5. . . . . . . . . . . . . . . . . . . . . . 57 4.3.2. Exit Information . . . . . . . . . . . . . . . . . . 59 4.3.2.1. . . . . . . . . . . . . . . . . . . 59 4.3.2.2. . . . . . . . . . . . . . . . . . . 59 4.3.2.2.1. . . . . . . . . . . . . . . . 59 4.3.2.3. . . . . . . . . . . . . . . . . . . 60 4.3.2.4. . . . . . . . . . . . . . . . . . . 60 4.3.2.4.1. . . . . . . . . . . . . . . . . . 61 4.4. Audit Elements . . . . . . . . . . . . . . . . . . . . . 61 4.4.1. . . . . . . . . . . . . . . . . . . . . . . . 61 4.4.2. . . . . . . . . . . . . . . . . . . . 63 4.4.2.1. . . . . . . . . . . . . . . . . . . . . 65 4.4.2.1.1. . . . . . . . . . . . . . . . . . . . 65 4.4.2.2. . . . . . . . . . . . . . . . . . 66 4.4.2.2.1. . . . . . . . . . . . . . . 68 4.4.2.2.2. . . . . . . . . . . . . . . . 68 4.4.2.2.3. . . . . . . . . . . . . . . . . 68 4.4.2.2.4. . . . . . . . . . . . . . . . . 68 4.4.2.2.5. . . . . . . . . . . . . . . . . . 69 4.4.2.2.5.1. . . . . . . . . . . . . . 69 4.4.2.2.6. . . . . . . . . . . . . 70 4.4.2.2.7. . . . . . . . . . . . . . 70 4.4.2.3. . . . . . . . . . . . . . . . . . . . . 70 4.4.2.3.1. . . . . . . . . . . . . . . . . 71 4.5. Response Status Codes . . . . . . . . . . . . . . . . . . 71 4.6. Type Definitions . . . . . . . . . . . . . . . . . . . . 77 4.6.1. Boolean . . . . . . . . . . . . . . . . . . . . . . . 77 4.6.2. DTMFChar . . . . . . . . . . . . . . . . . . . . . . 77 4.6.3. DTMFString . . . . . . . . . . . . . . . . . . . . . 77 4.6.4. Non-Negative Integer . . . . . . . . . . . . . . . . 77 4.6.5. Positive Integer . . . . . . . . . . . . . . . . . . 77 4.6.6. String . . . . . . . . . . . . . . . . . . . . . . . 78 4.6.7. Time Designation . . . . . . . . . . . . . . . . . . 78 4.6.8. Percentage . . . . . . . . . . . . . . . . . . . . . 78 McGlashan, et al. Standards Track [Page 3] RFC 6231 IVR Control Package May 2011 4.6.9. URI . . . . . . . . . . . . . . . . . . . . . . . . . 78 4.6.10. MIME Media Type . . . . . . . . . . . . . . . . . . . 78 4.6.11. Language Identifier . . . . . . . . . . . . . . . . . 78 4.6.12. DateTime . . . . . . . . . . . . . . . . . . . . . . 79 5. Formal Syntax . . . . . . . . . . . . . . . . . . . . . . . . 79 6. Examples . . . . . . . . . . . . . . . . . . . . . . . . . . 105 6.1. AS-MS Dialog Interaction Examples . . . . . . . . . . . . 105 6.1.1. Starting an IVR Dialog . . . . . . . . . . . . . . . 105 6.1.2. IVR Dialog Fails to Start . . . . . . . . . . . . . . 106 6.1.3. Preparing and Starting an IVR Dialog . . . . . . . . 107 6.1.4. Terminating a Dialog . . . . . . . . . . . . . . . . 108 6.2. IVR Dialog Examples . . . . . . . . . . . . . . . . . . . 108 6.2.1. Playing Announcements . . . . . . . . . . . . . . . . 109 6.2.2. Prompt and Collect . . . . . . . . . . . . . . . . . 109 6.2.3. Prompt and Record . . . . . . . . . . . . . . . . . . 111 6.2.4. Runtime Controls . . . . . . . . . . . . . . . . . . 112 6.2.5. Subscriptions and Notifications . . . . . . . . . . . 113 6.2.6. Dialog Repetition until DTMF Collection Complete . . 113 6.3. Other Dialog Languages . . . . . . . . . . . . . . . . . 114 6.4. Foreign Namespace Attributes and Elements . . . . . . . . 115 7. Security Considerations . . . . . . . . . . . . . . . . . . . 116 8. IANA Considerations . . . . . . . . . . . . . . . . . . . . . 119 8.1. Control Package Registration . . . . . . . . . . . . . . 119 8.2. URN Sub-Namespace Registration . . . . . . . . . . . . . 120 8.3. XML Schema Registration . . . . . . . . . . . . . . . . . 120 8.4. MIME Media Type Registration for application/msc-ivr+xml . . . . . . . . . . . . . . . . . 120 8.5. IVR Prompt Variable Type Registration Information . . . . 121 9. Using VoiceXML as a Dialog Language . . . . . . . . . . . . . 122 9.1. Preparing a VoiceXML Dialog . . . . . . . . . . . . . . . 122 9.2. Starting a VoiceXML Dialog . . . . . . . . . . . . . . . 123 9.2.1. Session Protocol Information . . . . . . . . . . . . 124 9.2.2. Session Media Stream Information . . . . . . . . . . 125 9.2.3. Session Parameter Information . . . . . . . . . . . . 127 9.3. Terminating a VoiceXML Dialog . . . . . . . . . . . . . . 128 9.4. Exiting a VoiceXML Dialog . . . . . . . . . . . . . . . . 128 9.5. Call Transfer . . . . . . . . . . . . . . . . . . . . . . 129 10. Contributors . . . . . . . . . . . . . . . . . . . . . . . . 130 11. Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . 130 12. References . . . . . . . . . . . . . . . . . . . . . . . . . 130 12.1. Normative References . . . . . . . . . . . . . . . . . . 130 12.2. Informative References . . . . . . . . . . . . . . . . . 132 McGlashan, et al. Standards Track [Page 4] RFC 6231 IVR Control Package May 2011 1. Introduction The Media Control Channel Framework [RFC6230] provides a generic approach for establishment and reporting capabilities of remotely initiated commands. The Channel Framework -- an equivalent term for the Media Control Channel Framework -- utilizes many functions provided by the Session Initiation Protocol (SIP) [RFC3261] for the rendezvous and establishment of a reliable channel for control interactions. The Control Framework also introduces the concept of a Control Package. A Control Package is an explicit usage of the Control Framework for a particular interaction set. This document defines a Control Package for Interactive Voice Response (IVR) dialogs on media connections and conferences. The term 'dialog' in this document refers to an IVR dialog and is completely unrelated to the notion of a SIP dialog. The term 'IVR' is used in its inclusive sense, allowing media other than voice for dialog interaction. The package defines dialog management request elements for preparing, starting, and terminating dialog interactions, as well as associated responses and notifications. Dialog interactions are specified using a dialog language where the language specifies a well-defined syntax and semantics for permitted operations (play a prompt, record input from the user, etc.). This package defines a lightweight IVR dialog language (supporting prompt playback, runtime controls, DTMF collection, and media recording) and allows other dialog languages to be used. These dialog languages are specified inside dialog management elements for preparing and starting dialog interactions. The package also defines elements for auditing package capabilities and IVR dialogs. This package has been designed to satisfy IVR requirements documented in "Media Server Control Protocol Requirements" [RFC5167] -- more specifically, REQ-MCP-28, REQ-MCP-29, and REQ-MCP-30. It achieves this by building upon two major approaches to IVR dialog design. These approaches address a wide range of IVR use cases and are used in many applications that are extensively deployed today. First, the package is designed to provide the major IVR functionality of SIP media server languages such as netann [RFC4240], Media Server Control Markup Language (MSCML) [RFC5022], and Media Server Markup Language (MSML) [RFC5707], which themselves build upon more traditional non-SIP languages ([H.248.9], [RFC2897]). A key differentiator is that this package provides IVR functionality using the Channel Framework. Second, its design is aligned with key concepts of the web model as defined in W3C Voice Browser languages. The key dialog management mechanism is closely aligned with Call Control XML (CCXML) [CCXML10]. McGlashan, et al. Standards Track [Page 5] RFC 6231 IVR Control Package May 2011 The dialog functionality defined in this package can be largely seen as a subset of VoiceXML ([VXML20], [VXML21]): where possible, basic prompting, DTMF collection, and media recording features are incorporated, but not any advanced VoiceXML constructs (such as
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