Bill,
I totally agree that ReqICMLabel is somewhat limited as it stands and the reason for that is in the name -- it does what the name suggests and what it was designed to do. However, it would be very useful to be able to access the original ICM script context and perform operations while leaving the VoiceXML session intact. This was something that was discussed with the CVP Engineering Team some time back but unfortunately didn't gain traction. It's certainly something I would like to see a solution for and I'd be interested to hear feedback on how important people regard it.
Paul
Hi Paul -
I personally think there would be significant value in providing a mechanism in Studio that would allow access for the call in progress to gain access to data like you could within ICM Script Editor. For example, being able to query ICM for Call.TimeInQueue. If you could actually set/change the Call Type for the active call, that would be really special! Like I mentioned, I can make use of the existing ReqICMLabel at least for things like checking or setting the value of a Global Variable, or real-time data that is not call-specific (LoggedOn, RouterCallsQNow, etc.), but it is clearly not actually designed for this. It just happens to provide that functionality!
I also think the ability to have access to and assign values to Call Variables from within a Studio app would be pretty valuable as well. If you're using Studio to pull data from an external source or otherwise gather data, then it has to be put into the return variables (FromExtVXML and caller_input), sent back to ICM, and Script Editor nodes are then required to parse out and assign the data from the FromExtVXML array elements to respective Call Variables for desktop display, etc.
I look at CVP with Studio and UCCE like IP-IVR with UCCE - I still like ICM and Script Editor to be in the driver's seat making the big decisions and movements, but I like Studio for the "fine motor skills" tasks, where I can take advantage of the platform.
- Bill
