04/08/19 17:10 PM  

ASR Actions - ASRTIME | RingCentral Contact Center

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Automated Speech Recognition - ASRTIME

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ASRTIME allows you to capture a time provided by a contact and store it in a script variable. This action is commonly used for appointment times, incident times, and so forth.

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

• Twelve P M (12:00 PM)
• Twelve in the afternoon
• Twelve hours

ASR is an optional feature that appears only in the Framework tab, and only if ASR is enabled for you. 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

Determines how long the IVR 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 OnErrorbranch 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 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

Allows you to configure an IVR script to handle both spoken and manually-entered DTMF 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.

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.

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