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 4-35 Dial Through and Barge-in 
4
How to Encourage Dial Through and Barge-in
Exp erienc ed c allers like to shorten the c all b y resp ond ing  d uring  the p romp t, and  
thus save time b ec ause they know what to say or d o.  Therefore, if you have the 
d ial throug h/b arg e-in c ap ab ility enab led  for a p romp t, you should  enc ourag e 
c allers...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-36 Dial Pulse Recognition in Applications 
4
Dial Pulse Recognition in Applications
Use the guid elines in this sec tion to d esig n ap p lic ations that use d ial p ulse 
recognition  (DPR).
Dial Pulse Recognition Training
To imp rove d ial p ulse rec ognition ac c urac y, the system uses a method  c alled  
training.  Training  allows the system to...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-37 FlexWord Speech Recognition in Applications 
4
FlexWord Speech Recognition in 
Applications
Use the guid elines in this sec tion to d esig n ap p lic ations that use FlexWord  
sp eec h rec og nition.
The FlexWord  Sp eec h Rec og nition software rec og nizes c allers sp eaking  word s 
from a voc ab ulary that you d efine for your ap plic ations....

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-38 FlexWord Speech Recognition in Applications 
4
Meaning
Make your word lists meaningful and  help ful to your c allers.  Choose word s and  
p hrases that would  oc c ur naturally to your c allers.  Ask some of your typ ic al 
c allers what word s or p hrases they would  use for ac tions in your ap p lic ation.  Do 
not rely only on your knowled g e,...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-39 FlexWord Speech Recognition in Applications 
4
How to Segment Large Wordlists
Larg e word lists are more likely to have word s that sound  alike.  You c an d ivide 
the list b y g roup ing the items into smaller word lists. Callers c ould  b e p romp ted  in 
two step s: 
1. Say the group word (such as a department).
2. Say the ind ivid ual selec...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-40 Bilingual, Multilingual, and Non-US English Applications 
4
Bilingual, Multilingual, and Non-US
English Applications
Your INTUITY CONVERSANT system c an sup p ort up  to two d ifferent WholeWord  
sp eec h rec og nition software in several availab le lang uages.  Use the g uid elines 
in this sec tion to effec tively use sp eec h rec ognition for...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-41 Bilingual, Multilingual, and Non-US English Applications 
4
Figure 4-5. Example of a Language Gate Flowchart
Cal l er
said
yes?.
Cal ler
said
s ?.í
First
time
through?Ye s
Ye s
No
No
No
Ye s Listen for
4 seconds
Listen for
3seconds Hello. Welcome to the ABC Companys infor mation line.
Hola. Bienvenidoalneadeinformaci ndecompa aABC.íóñí
Para Espa ol,...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-42 Bilingual, Multilingual, and Non-US English Applications 
4
start:
Answer Phone
Announce
Speak with Interrupt
Phrase: 
“Welcome / Bienvenido
”
Set Field Value
Field: howmanytimes = 0
ENGLISH:
Evaluate
If howmanytimes > 1
Announce
Speak with Interrupt
Phrase 
“Transferring.
”
Transfer To 1234 Type: Blind
End Evaluate
Set Field Value
Field:...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-43 Bilingual, Multilingual, and Non-US English Applications 
4
Speak with Interrupt
Phrase: 
“We are experiencing technical
difficulties...
”
Quit
End Evaluate
SPANISH:
Prompt & Collect
Prompt
Speak with Interrupt
Phrase: 
“Para Espanola, Dagi si ahora.
”
Input
Mode: MS_YN
Max Number of Digits: 01
No. of Tries To Get Input: 01
Checklist
Case: 
“Input...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-44 Bilingual, Multilingual, and Non-US English Applications 
4
Dates, Times, and Monetary Amounts
If your ap p lic ation does not need  to speak d ates, times, monetary amounts, or 
numb ers to the c aller, you c an use a sing le ap p lic ation to hand le the interac tions 
in b oth lang uag es.  Write the ap plic ation in two d ifferent p arts, with...