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 4-15 Digit Input 
4
Connected- Versus Tone-Paced Digit Entry
WholeWord  speec h rec og nition sup p orts the entry of c onnec ted -d ig it 
seq uenc es, in all availab le lang uag es.  That is, c allers c an say a series of d ig its 
in one long breath, without intentional p auses in b etween.  Many c allers find  this 
the most natural way to enter a...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-16 Digit Input 
4
Validate a Digit Sequence Entry
When you know that a c ertain g roup  of d ig it seq uenc es are valid , use whatever 
tec hniq ues you c an to valid ate c allers’ inp uts.  This is esp ec ially imp ortant with 
sp oken inp ut and dial p ulses, but c an also b e d one for touc h-tone inp ut.  These 
valid ation method s help  you inc...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-17 Digit Input 
4
Confirming Digit Entries with Callers
As with many of the examp les in this sec tion, it is imp ortant to c onfirm d ig it 
entries with c allers.
Confirming Single Digit Entries
In order for the system to sp eak b ac k d ig its for c onfirmation, you must ensure 
that there is a rec ord ed  p hrase assoc iated  with eac h d ig it.  Sc...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-18 Yes/No Questions 
4
Yes/No Questions
Use the g uid elines in this sec tion as you desig n your ap plic ations with q uestions 
that req uire a “ yes”  or “ no”  resp onse, also known as 
yes/no questions.
Touch-Tone Input for Yes/No Questions
In situations where you want c allers to respond  with touc h-tone inp ut for “ yes”  or 
“ no,”  ask them to...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-19 Yes/No Questions 
4
Yes/No Questions with Barge-in
(WholeWord Speech Recognition)
After asking  a yes/no q uestion, pause to g ive the c aller time to resp ond , then 
p resent the p ossib le answers.  The p rompt will stop  p laying  as soon as the 
rec ognizer d etec ts a sp oken “ yes”  or “ no”  or a touc h-tone sig nal.  For examp le:
“ You said...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-20 Yes/No Questions 
4
Yes/No Question Without Barge-in
If b arg e-in is not allowed , you have two op tions:
nAsk the q uestion, b ut do not list the op tions.  For examp le:
“ You said  645987.  Is this c orrec t?”
This method  is very suc c essful for exp erienc ed  c allers.  If c allers are 
c onfused , try the sec ond  method .
nList the op tions,...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-21 Pace the Application 
4
Pace the Application
Use the guid elines in this sec tion to d esig n the p ac e and  sp eed  of your 
ap plic ations.
When Callers Must Wait
If you know c allers will have to wait, it is a g ood  id ea to let them know.  For 
example, the application could say:
“ Please wait while your req uest is p roc essed .”
If you know...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-22 Pace the Application 
4
Adjustable Pacing
Write your ap p lic ation to allow pauses to b e ad justed  easily.  You c an inc lud e a 
p ause as mentioned  earlier, b ut you c an also tune the leng th of the p ause during  
your ap p lic ation testing .  In the beg inning of your ap p lic ation, d efine a field  
called entry_pause
.  Assig n to...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-23 Application Errors 
4
Application Errors
Use the guid elines in this sec tion when d esig ning  your ap p lic ations to p roc ess 
errors.
When Caller Errors Occur
Caller errors oc c ur when c allers enter information that the ap p lic ation c onsid ers 
inc orrec t, or when c allers enter nothing  at all.  When c allers make errors, p rovid e 
them...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-24 Application Errors 
4
How to Word Error Messages
To speak out an informative error messag e using  the Sc rip t Build er Promp t & 
Collec t ac tion, use either the Try Ag ain or Rep romp t ac tion.  Be sure to sp ec ify 
the informative error messag e in the assoc iated  Voic e Resp onse field .  Sp ec ify 
an appropriate error message for each type...