VOICEPARAMS

Defines TTSText-to-Speech; allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. and ASRAutomated Speech Recognition; allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. settings and should therefore be placed early in a script (ideally, right after the BEGIN action). You can use this action multiple times in a script if needed. For example, you might want to change from a male voice to a female voice at a certain spot in your 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.. Each VOICEPARAMS action overrides any that have come before it. 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

Phone

Properties

TTSVolume

Determines the volume at which prompts using TTS are played. The default value is 70.

TTSRate

Determines the speed at which prompts using TTS are played. You can enter a number between -7 and 7 (with -7 being the slowest available speed and 7 being the fastest possible speed).

TTSVoice

Determines the gender and accent of the voice used to generate prompts using TTS. You can see the available voices by expanding the drop-down for this property. Some languages offer a choice of multiple genders and voices. To learn more, see Supported Languages.

ASRTuningEnabled

Turns ASR tuning on and off. Choose one of these values from the drop-down: No Change, True, or False. The default value is No Change, but ASR tuning is turned off by system default.

ASRUniversalsEnabled

Turns ASR universals on and off. Choose one of these values from the drop-down: No Change, True, or False. The default value is No Change, but ASR universals are turned off by system default.

Universals are helpful when you want to capture phrases that the caller can say at any time.

ASRUniversalContentType

Specifies how the ASR engine should identify utterances provided by callers. You can override this setting by identifying a different content type in the properties of an ASR 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.

ASRUniversalPhraseList

Allows you to build the phrase list specified in the previous setting. You can override this list by providing a phrase list in the properties of an ASR action that is specific to that action. To build a phrase list, click the ellipsis and then type each phrase on a separate line.

ASRUniversalGrammarFile

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 ASRUniversalContentType property. Grammar files must be properly formatted and stored in your platform files (in platform, click Admin → Folders & Files → Browse Files). You can create custom grammar files using Studio actions or third-party tools. For more information, talk to your account manager.

ASRUniversalVarName

Use this property to designate a variable that will contain the universal speech phrase.

ASRLanguageLocale

Determines the language locale for all ASR actions. This setting helps improve the accuracy of your ASR-enabled IVR, since the same word in the same language can sometimes have difference meanings (for example, "boot" in United States English is a shoe, whereas in UK English, it is part of a car). You can see the available choices by expanding the drop-down for this property, by consulting Supported Languages, or both. The available choices vary depending on the geographic region where your business unit is hosted.

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.

OnError

This branch is taken if one of the properties is found to be invalid at the time the script is executed (for example, if you specify a custom grammar file in the ASRUniversalGrammarFile property and the file is missing).

Phone Script Example Using VOICEPARAMS

In this script example, calls are directed based on the hours of operation profile set with the HOURS action. If the company is open, the call is put into queue and delivered to an agent based on the contact's MENU selections. If the company is closed or on holiday, PLAY actions deliver messages using TTS. The VOICEPARAMS action at the start of the script establishes the TTS volume, rate, voice, and so forth.

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