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Allows you to capture a value provided by a contact and store it in a script variable. This variable can be used for further script routing and other purposes. ASR is the most flexible of the ASRAutomated Speech Recognition; allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. actions and can be used instead of the more specialized actions when additional flexibility is needed. However, this action requires you to provide your own phrase list or grammar file whereas the special purpose actions typically include a built-in file for processing and recognizing the caller's utterances. ASR actions appear only in the Framework tab, and only if ASR is enabled for your . ASR is an optional feature. Ask your account manager for more information. |
Supported Script Types
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| Phone |
Properties
- Sequence
- Determines the order in which audio files (whether pre-recorded or TTS) are played by the action. You can enter values directly in the field, or you can double-click the action icon to use the prompt manager (also known as the Play Properties dialog).
- Phrase
- Defines the content of each file in the sequence. For example, a single pre-recorded file could be used for a "Your call may be recorded..." message. A more complex message might include a pre-recorded file followed by a variable in the Play Numbers format, a file produced using TTS, a variable in the Play Money format, another recorded file, and finally a variable in the Play Date format. For a simple value, you can enter the information directly in the field. For more complex values, values that use TTS, or both, double-click the action to use the prompt manager.
- HighConfidence
- When the ASR engine recognizes a phrase spoken by a caller, it also returns a percentage that indicates how confident it is in a voice recognition match. The script compares this recognition percentage to the value in this property, and if the percentage is equal or greater to the value, the OnHighConfidence branch is taken. The default value is 75 (that is, 75%). To change it, enter a whole number between 1 and 100.
- MinConfidence
- Defines the minimum acceptable confidence percentage for a recognition match. If the recognition percentage is between this value and the HighConfidence value, the OnMedConfidence branch is taken, which typically lets the contact confirm the ASR understanding of an utterance. If the recognition percentage is less than this value, the OnNoConfidence branch is taken. The default value is 60 (that is, 60%). To change it, enter a whole number between 1 and the HighConfidence value.
- TimeoutSeconds
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Determines how long the IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. waits for input (either spoken or by key press) before it takes the OnTimeout branch. This is the threshold for complete silence on the line. The default value is 10 (seconds). To change it, enter a whole number.
The timer starts only when the prompt is completely finished. However, the system has a built-in limit of two minutes (120 seconds) that includes the duration of the prompt. If this limit is reached during an action, any active prompts are aborted and the OnError branch is taken. For this reason, you should know the duration of your prompts and set a value for this field that ensures the action is active for less than two minutes.
- ResultVarName
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Determines the name of the variable that holds the recognize result of the contact's spoken or manually entered input. For example, if the prompt asked the contact to say or enter their date of birth, the result would be stored in the variable defined by this property. The default value is the name of the action + "Result" (for example, ASRDIGITSResult).
If the contact provides spoken input and the ASR engine fails to find a match, this variable is not populated.
- ConfidenceVarName
- Determines the name of the variable that holds the confidence percentage returned by the ASR engine. The default value is ASRConf.
- DetectDTMF
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Allows you to configure an IVR script to handle both spoken and manually-entered DTMFDual-Tone Multi-Frequency; DTMF signaling tones are generated when a user presses or taps a key on their telephone keypad. input. If the value is True, both voice and DTMF input is accepted. If the contact presses a DTMF digit, the script immediately stops any in-progress prompt sequence and takes the OnDTMF branch. No spoken utterances are considered for the duration of the action.
If the value is False, DTMF input is not recognized even if the contact presses a key. Although any DTMF digits pressed during the action are saved in the DTMF buffer, the action takes the NoConfidence branch.
DTMF tones cannot be stored in the variable created by an ASR action. If you set DetectDTMF to True, you must include a CAPTURE action in the OnDTMF branch to establish a variable for the DTMF input.
- Clear Digits
- When a contact presses a key on their telephone keypad, the generated DTMF tone is stored in a buffer. When the ClearDigits property is set to True (the default value), that buffer is cleared when the action begins. Otherwise, the action would immediately detect a DTMF tone and invoke the OnDigit or OnDTMF branch even if the key press was associated with an earlier action.
- ContentType
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Specifies how the ASR engine should identify utterances provided by callers during this action. The ASR engine compares the caller's utterance to the values in the specified content type. If a match is detected, the engine returns the match and a percentage value indicating its confidence in the accuracy of the match. Choose one of the following from the drop-down: PhraseList or GrammarFile. The default value is PhraseList.
- PhraseList
- Allows you to build a phrase list for the action. Click the ellipsis and then type each phrase on a separate line in the String Editor window. For example:
- GrammarFile
- Allows you to provide the path to the grammar fileEncoded file containing a set of phrases a caller might say in response to an IVR prompt. specified in the ContentType property.
Grammar files must be properly formatted and stored in your platform files (
Branches
- Default
- Branch taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
- OnHighConfidence
- Branch taken if the recognition percentage returned by the ASR engine is equal to or greater than the HighConfidence value.
- OnMedConfidence
- Branch taken if the recognition percentage returned by the ASR engine is between the HighConfidence value and the MinConfidence value. This branch is often used to allow a caller to confirm the information provided using an ASRYESNO action.
- OnNoConfidence
- Branch taken if the recognition percentage returned by the ASR engine is less that the MinConfidence value.
- OnTimeout
- Branch taken if there is silence on the line for the number of seconds specified in the TimeoutSeconds property.
- OnDTMF
- Branch taken if the DetectDTMF property is set to TRUE and DTMF digits are present in the buffer.
- OnError
- Branch taken when there is an unexpected problem with the ASR engine (for example, poor connectivity, missing grammar files, syntax errors in the grammar, and so forth). The _ERR variable should be populated with a condensed explanation of the problem.
