Asrdate

Allows you to capture a date provided by a contact and store it in a script variable. This action is commonly used for payment dates, birth dates, and so forth.

This action includes a pre-populated grammar file that recognizes:

Dates expressed in American format: August second.
Dates expressed in European format: second day of August.
Full dates: July fifth two thousand twelve.
Month and day only: March fourteenth.
Days of the week: Thursday.
Relative date references: Today, Yesterday, Tomorrow.
Previous dates: From the 1800s, 1900s, and 2000s only.

ASR actions appear only if ASR is enabled for your organization. ASR is an optional feature. Ask your CXone Account Representative for more information.

Supported Script Types

Phone

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
Sequence	Define the prompt that the action plays. A prompt can be a prerecorded WAV audio file or text-to-speech Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. (TTS). If the prompt is an audio file, enter the file name enclosed in double quotes. For example, "greeting.wav". If the audio file is located in a different folder, include the path to the file. For example, if the script is in the root folder and the audio file is in a subfolder two levels down, enter "Subfolder\Subfolder2\Audio-file.wav". If the script is in a subfolder one level down from the root and the audio file is in a different subfolder on the same level, enter "\..\Subfolder\Audio-file.wav". If the prompt is text-to-speech, enter the text you want the TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. service to read. Each segment must be enclosed in double quotes and include a string reference character to identify the type of information it is. For example: "%Your account balance is" "silence.wav" "${accountBalance}" For more information about formatting prompts in this property, including the string reference prefix characters to use, see the Prompts page. Some actions with the Sequence property have access to the sequence editor, which is a graphical interface you can use to create prompts. This action doesn't access this editor. However you can use the sequence editor from an action that supports it, such as Play. Add Play to your script and create your prompt sequence. Paste the sequence text from the Sequence field in Play into this action and then delete Play.
Phrase	Use this property to document the text the prompt contains. This property is not used by the script. Because some prompts can be complex and contain multiple segments, it can be helpful to include the text written without the formatting required by the Sequence field.
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. Enter a whole number between the MinConfidence value and 100. The default value is 80.
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. Enter a whole number between 1 and the HighConfidence value. The default value is 55.
TimeoutSeconds	Determines how long the IVR 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	Determines the name of the variable that holds the recognized 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. Note that if the action has an OnDTMF branch, you must use a Capture action to pull a variable value out of the buffer (DTMF values are automatically stored in a buffer).
ConfidenceVarName	Determines the name of the variable that holds the confidence percentage returned by the ASR engine. The default value is ASRConf.
DetectDTMF	Allows you to configure an IVR script to handle both spoken and manually-entered DTMF Signaling tones that 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. This action has an OnDTMF branch, therefore any DTMF entries by a contact will result in taking this branch. Any variables resulting from the DTMF selection will not be passed along this branch. Therefore, you must use a Capture action on the OnDTMF branch to capture and pass variables from the DTMF input.
ClearDigits	When a contact presses a key on their telephone keypad, the generated DTMF tone is stored in a buffer. When ClearDigits is set to True, that buffer is cleared at the beginning of this action. If set to False and DTMF tones are carried over to this action in the buffer, the DTMF tones are detected immediately. The action then invokes the OnDigit or OnDTMF branch, even if the key press was associated with an earlier action. Yes/True is the default value.
Reference	Allows you to specify how the ASR engine should interpret incomplete dates provided by the caller. Select one of these values from the drop-down: Implynext, Implylast, or None. Set the value to Implynext if the caller's utterance should be interpreted as an upcoming date. Set the value to Implylast to interpret the caller's utterance as a past date. The default value is None, which is typically sufficient if the prompt is such that no interpretation is necessary. For example, the prompt "What is your date of birth?" is obviously asking for a past date while "What date will you make your payment?" refers to a future date.
YearRequired	Allows you to specify whether the caller's response must include a year. Select True or False from the drop-down. The default value is True. For example, if you accept the default value and the caller's utterance was March Second, the response would be treated as invalid.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
OnHighConfidence	Path taken if confidence levels are above the value set in the High Confidence property field.
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	Path taken if the recognition percentage returned by the ASR engine is less than the MinConfidence value.
OnTimeout	Path taken if there is no response for the number of seconds specified.
OnError	Path taken when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable should be populated with a condensed explanation of the problem.
OnDTMF	Path taken if the DetectDTMF property is set to TRUE and DTMF digits are present in the buffer.

Tips & Tricks

You can pass the languageLocale variable from the Voiceparams action, which sets the language that the action will detect.
DTMF tones are stored in a buffer. If the action contains an OnDTMF or OnDigits branch, the DTMF value must be pulled out of the buffer with a Capture action.
If you want to capture multiple DTMF presses, the action immediately takes the OnDTMF branch when the first DTMF is pressed (including * and #). In this instance, you must capture multiple presses with a Capture action.
If there are any DMTF present in the buffer and ClearDigits is not set to True, the OnDTMF branch would immediately be taken and require a Capture action.