Lucent Technologies INTUITY CONVERSANT System Version 6.0 Guide

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
About This Book 
Page xi How to Use This Book 
How to Use This Book
This b ook is d esig ned  as a d isc ussion of voic e response tec hnolog y, and  the 
b est method s to use to d esig n ap p lic ations for the I
NTUITY C O N VERSA N T 
system.  This book c ontains useful g uid elines and  sug g estions, b ut does not 
c ontain sp ec ific  p roc edures to follow to d evelop  ap plic ations.  For...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
About This Book 
Page xii Conventions Used in This Book 
Typography
nCommand s and text you typ e in or enter ap p ear in bold type
, as in the 
following  examp les:
Example 1:
En t e r  change-switch-time-zone
 at the enter command:
 prompt.
Example 2:
Ty p e  high
 or low
 in the Speed:
 field .
Safety and Security Alert Labels
This b ook uses the following  symb ols to c all your attention to p...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
About This Book 
Page xiii Related Resources 
Related Resources
This sec tion d esc rib es ad d itional d oc umentation and  training  availab le for you to 
learn more ab out the I
NTUITY CONVERSANT product.
Documentation
NOTE:
Th e  INTUITY™ C O N VERSAN T®  Sy s t e m  Ve r s io n  6 . 0  Sys t e m  D e s c r i p t io n, 
585-310-241, c ontains a d etailed  d esc rip tion of all b ooks inc lud ed...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
About This Book 
Page xiv How to Comment on This Book 
Tr a i n i n g
The following  training  c lasses are rec ommend ed  for Sc rip t Build er app lic ations 
on a V6.0 I
NTUITY C O N VERSAN T sy s t e m :
nCourse No. BC3612A, Introd uc tion to Sc rip t Build er (for d omestic  
ap plic ations)
nCourse No. GC3604A, Introd uc tion to Sc rip t Build er (for international 
ap plic ations)
nCourse No....

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
About This Book 
Page xv Disclaimer 
Disclaimer
Intellec tual p rop erty (inc lud ing trad emarks) related  to this p rod uc t and  reg istered  
to AT&T Corp oration has b een transferred  to Luc ent Tec hnolog ies Inc orporated .
Any referenc e within this text to Americ an Telep hone and  Teleg rap h Corp oration 
or AT&T should  b e interp reted  as referenc es to Luc ent Tec hnolog ies 
Inc orp...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
About This Book 
Page xvi Disclaimer  

Introduction to Voice Response Application Design 
Page 1-1 Overview 
1
INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
1
1Introduction to Voice Response
Application Design
Overview
This c hap ter p rovid es an introd uc tion to the c onc ep t of voic e response.
Purpose
The p urp ose of this c hap ter is to introd uc e you to the c onc ep t of voic e resp onse, 
inc lud ing  voic e resp onse ap p lic ations and  voic e resp onse ap p lic ation...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Introduction to Voice Response Application Design 
Page 1-2 What is a Voice Response System? 
1
What is a Voice Response System?
A voic e resp onse system c onsists of hard ware and  software that p rovid es either 
full or p artial automation of telep hone transac tions that would  otherwise b e 
p erformed  b y an op erator/attend ant, an emp loyee, or a c all c enter agent.  The 
I
NTUITY™...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Introduction to Voice Response Application Design 
Page 1-3 What is a Voice Response System? 
1
Voice Response for Database Information Requests
A voic e resp onse system c an b e c onnec ted  to a system c ontaining  enterp rise 
sp ec ific  information to ac c ess or store information in the host.  Enterp rise sp ec ific  
information inc lud es:  p ub lished materials, b ank ac c ounts, and p rod...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Introduction to Voice Response Application Design 
Page 1-4 Defining Successful Voice Response Applications 
1
Voice Response System Versus An Attendant
Do not eliminate all attend ants.  Even a well-d esig ned automated  transac tions 
c annot serve every c aller’s need .  Some c allers will have prob lems that c annot 
b e hand led b y the voic e resp onse system.  Callers may want and  need  to...