Asrnumber
|
Allows you to capture spoken numeric input as a whole number and use it to populate a script variable. This action is appropriate when the input is a numeric value spoken as a whole number (for example, 12345 uttered as "twelve thousand three hundred forty-five"). Asrnumber can be used to capture ages, sizes, square footage, and so forth. To capture numeric input that is not a numeric value, use the This action recognizes a pre-determined list of numeric values, with the largest supported number being 999,999 (uttered as "nine hundred ninety-nine thousand, nine hundred ninety-nine"). The spoken input is stored in the variable as a numeric string with no punctuation (for example, "eleven thousand, four hundred and ninety” is stored as 11490). 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. |
Sequence |
Define the prompt that the action plays. If the prompt is an audio file, enter the file name enclosed in double quotes. For example, "greeting.wav". If the prompt is text-to-speech, click the ellipsis button "%Your account balance is" "silence.wav" "${accountBalance}" For more information about formatting prompts in this property, see the Manage Prompts page.
|
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 78. |
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 50. |
TimeoutSeconds |
Determines how long the IVR 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 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. Because this action does not have an OnDTMF branch, the DTMF value will be stored in the result variable specified in ResultVarName. |
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 or 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. |
InterDigitTimeout | The amount of time after the contact enters a digit that the system waits to see if the contact enters another digit. You must create scripting logic to handle a timeout. |
MinDigits | Determines the minimum number of digits that must be received by this action for the script to continue. For example, if the prompt asks for the contact's social security number, this value should be set to 9. The default value is 1. If the prompt requests a response that always has the same number of digits, set this property to the same value as MaxDigits. |
MaxDigits |
The maximum number of digits that a user can provide for the action; for example, if the prompt requests the last four digits of a person's social security number, set this value to 4.
The default value is 1 When the MaxDigits value is reached, the script continues to execute following the MaxDigits branch, if it's connected. |
TermDigit | Allows you to specify a way for the contact to indicate they are done providing information by entering a terminator digit. The most common value is # (that is, the caller presses the pound key on their phone). By default, the TermDigit is included as one of the digits received and stored in the ASRDIGITSResult variable. To automatically strip this value, append a dash (-) in this field, (for example, to use the pound sign and strip it from the stored results, enter #-). |
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 |
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. |
OnMaxDigits | Path taken when the caller's input reaches the MaxDigits value. |
OnTerminator | Path taken when the caller provides the value specified in the property. |
OnInterDigitTimeout | Path taken when the time specified in the InterDigitTimeout property is exceeded during the caller's DTMF response to a prompt. |
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.