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
Designing a Voice Response Application 
Page 4-5 Prompts 
4
Prompts
The p romp ts used  in your ap p lic ation are one of the only forms of system 
interac tion with c allers.  For this reason, It is very imp ortant that you d esig n the 
ap plic ation p romp ts to fac ilitate a suc c essful interac tion.
Use the guid elines in this sec tion for promp t desig n.
Prompt Length
Make p romp ts as short...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-6 Prompts 
4
How to Word Prompts
Use the following  the g uid elines when d etermining the word ing  of promp ts:
nPresent the op tion b efore the ac tion.
In menu p romp ts, always list the op tion first, and the ac tion sec ond .  For 
example:
When the op tion is listed  first, c allers only need  to listen to the one ac tion 
that p ertains to their...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-7 Announcements 
4
Announcements
As with p romp ts, it is very imp ortant that you d esig n the ap plic ation 
announc ements to fac ilitate a suc c essful interac tion with your c allers.  
Announc ements are used  to inform the c aller.  Be selec tive when d ec id ing  
whether or not and how many announc ements to inc lud e in your d esig n.
Use the...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-8 Announcements 
4
When You Need Confirmation
In c ases where a rec og nition error or c aller touc h-tone error would  have a 
sig nific ant imp ac t (like c redit c ard numb ers or c all d estinations), you should  give 
c allers an op p ortunity to c onfirm the entry.  To d o this, rep eat the entry and  
p romp t c allers to say “ yes”  or “ no”  to...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-9 Announcements 
4
nUse a sep arate Promp t & Collec t ac tion to d o the c onfirmation.
— When collec ting caller data with a WholeWord speech recognition 
lang uag e other than US Eng lish, you must c onfirm with a sep arate 
Promp t & Collec t ac tion.  A prerec ord ed sp eec h phrase for eac h 
digit, “yes,” and “no” is also needed.
— When c ollec...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-10 Announcements 
4
When You Do Not Need Confirmation
In c ases where a rec og nition error or a c aller touc h-tone error would  not c ause a 
b ig  p rob lem (that is, if it is easy for c allers to return to the p oint in the ap p lic ation 
where they really wanted  to g o), you may c hoose not to allow c allers to c onfirm 
an entry.  Also skipp ing...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-11 Menus 
4
Menus
Use the guid elines in this sec tion when d esig ning  your ap p lic ations with menus.
Number of Menu Choices
As mentioned  in “ Minimize Demand s on the Caller’s Memory,” too many menu 
c hoic es p resented  at onc e may c onfuse c allers.  In g eneral, d o not offer more 
than four or five c hoic es in a sing le menu.
If you have...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-12 Menus 
4
Numbered Menu Options
When p resenting  menu op tions that a c aller c an c hoose b y numb er, p resent 
them in numeric al ord er.  Avoid  skip p ing  numb ers.
If you c hang e the seq uenc e of your menu to p resent the more likely c hoic es 
sooner, b e sure to c hang e the numb ers of the menu p romp ts so that the c aller 
c an c hoose...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-13 Digit Input 
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Digit Input
Use the guid elines in this sec tion as you d esig n your ap p lic ations with dig it  
input.
Constant-Length Digit Sequences
A c onstant-leng th d ig it seq uenc e is a series that always c ontains the same 
number of digits, for example a US Social Security number has nine digits. 
The system rec ognizes c onstant-leng...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-14 Digit Input 
4
Entering Digit Sequences
For entry of seq uenc es of 10 or fewer d ig its, the system p rovid es c onstant-leng th 
g rammars.  For entry of seq uenc es g reater than 10 d ig its, it is rec ommend ed  that 
you use a c ustom g rammar.  Otherwise, c onsid er g roup ing  the inp ut.  That is, 
p romp t c allers to read  the series of d...