Lucent Technologies INTUITY CONVERSANT System Version 6.0 Guide

							585-310-670
Comcode 107852345
Issue 1.0
December 1996
INTUITY™ CONVERSANT® 
System Version 6.0
Application Design Guidelines 
						

							Copyright Ó 1996, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information in this book was com-
plete and accurate at the time of printing.  However, information is subject to 
change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system by an 
unauthorized party, for example, persons other than your company’s 
employees, agents, subcontractors, or persons working on your company’s 
behalf. Note that there may be a risk of toll fraud associated with your tele-
communications system and, if toll fraud occurs, it can result in substantial 
additional charges for your telecommunications services.
You and your system manager are responsible for the security of your sys-
tem, such as programming and configuring your equipment to prevent unau-
thorized use.  The system manager is also responsible for reading all 
installation, instruction, and system administration documents provided with 
this product in order to fully understand the features that can introduce risk 
of toll fraud and the steps that can be taken to reduce that risk. Lucent Tech-
nologies does not warrant that this product is immune from or will prevent 
unauthorized use of common-carrier telecommunication services or facili-
ties accessed through or connected to it.  Lucent Technologies will not be 
responsible for any charges that result from such unauthorized use.
Lucent Corporate Security
Whether or not immediate support is required, all toll fraud incidents involv-
ing Lucent products or services shoud be reported to Lucent Corporate Secu-
rity at 1 800 821-8235.  In addition to recording the incident, Lucent 
Corporate Security is available for consultation on security issues, investiga-
tion support, referral to law enforcement agencies, and educational pro-
grams.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need tech-
nical support or assistance, call Technical Service Center Toll Fraud Inter-
vention Hotline at 1 800 643-2353.
Federal Communications Commission Statement
Part 15:  Class B Statement. This equipment has been tested and found to 
comply with the limits for a Class B digital device, pursuant to Part 15 of the 
FCC Rules. These limits are designed to provide reasonable protection 
against harmful interference in a residential installation. This equipment 
generates, uses, and can radiate radio-frequency energy and, if not installed 
and used in accordance with the instructions, may cause harmful interfer-
ence to radio communications. However, there is no guarantee that interfer-
ence will not occur in a particular installation. If this equipment does cause 
harmful interference to radio or television reception, which can be deter-
mined by turning the equipment off and on, the user is encouraged to try to 
correct the interference by one or more of the following measures: 
• Reorient the receiving television or radio antenna where this may be 
done safely.
• To the extent possible, relocate the receiver with respect to the tele-
phone equipment.
• Where the telephone equipment requires AC power, plug the tele-
phone into a different AC outlet so that the telephone equipment and 
receiver are on different branch circuits.
Part 15: Personal Computer Statement. This equipment has been certified 
to comply with the limits for a Class B computing device, pursuant to Sub-
part J of Part 15 of FCC Rules.  Only peripherals (computing input/output 
devices, terminals, printers, etc.) certified to comply with the Class B limits 
may be attached to this computer. Operation with noncertified peripherals is 
likely to result in interference to radio and television reception.
Part 68: Network Registration Number. This equipment is registered with 
the FCC in accordance with Part  68 of the FCC Rules. It is identified by an 
FCC registration number.
Part 68: Answer-Supervision Signaling. Allowing this equipment to be 
operated in a manner that does not provide proper answer-supervision sig-
naling is in violation of Part 68 Rules. This equipment returns answer-super-
vision signals to the public switched network when:
• Answered by the called station• Answered by the attendant
• Routed to a recorded announcement that can be administered by the 
CPE user
This equipment returns answer-supervision signals on all DID calls for-
warded back to the public switched telephone network.  Permissible excep-
tions are: 
• A call is unanswered
• A busy tone is received
• A reorder tone is received
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exceed the Class A limits for radio noise 
emissions set out in the radio interference regulations of the Canadian 
Department of Communications.
Le Présent Appareil Nom
érique n’émet pas de bruits radio
électriques d
épas-
sant les limites applicables aux appareils num
ériques de la class A pr
éscrites 
dans le reglement sur le brouillage radio
électrique 
édict
é par le minist
ére des 
Communications du Canada.
Trademarks
See the section titled “About This Book.”
Ordering Information
Call: Lucent Technologies Publications  Center
Voice 1 800 457-1235 International Voice 317 361-5353
Fax 1 800 457-1764 International Fax 317 361-5355
Write: Lucent Technologies Publications Center
P.O. Box 4100
Crawfordsville, IN 47933
Order: Document No.  585-310-670
Comcode 107852345
Issue 1.0, December 1996
 
You can be placed on a standing order list for this and other documents you 
may need. Standing order will enable you to automatically receive updated 
versions of individual documents or document sets, billed to account infor-
mation that you provide. For more information on standing orders, or to be 
put on a list to receive future issues of this document, contact the Lucent 
Technologies Publications  Center.
Wa r r a n t y
Lucent Technologies provides a limited warranty on this product.  Refer to 
the “Limited Use Software License Agreement” card provided with your 
package.
European Union Declaration of Conformity
Lucent Technologies  Business Communications Systems declares that the 
equipment specified in this document conforms to the referenced European 
Union (EU) Directives and Harmonized Standards listed below:
EMC Directive 89/336/EEC
Low-Voltage Directive 73/23/EEC
The “CE” mark affixed to the equipment 
means that it conforms to the above 
directives.
Comments
To comment on this document, return the comment card at the back of the 
document.
Acknowledgment
This document was prepared by the Product Documentation, Lucent Tech-
nologies, Columbus, OH. 
						

							INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  
Issue 1.0
December 1996
Contents 
Page iii  
Contents
Contents iii
About This Book ix
nPurposeix
nIntended Audiencesix
nRelease Historyix
nTrademarksx
nHow to Use This Bookxi
To Locate Specific Topicsxi
nConventions Used in This Bookxi
Key Pressesxi
Screen Displaysxi
Typographyxii
Safety and Security Alert Labelsxii
nRelated Resourcesxiii
Documentationxiii
Trainingxiv
nHow to Comment on This Bookxiv
nDisclaimerxv
1 Introduction to Voice Response
Application Design 1-1
nOverview1-1
nPurpose1-1
nWhat is a Voice Response System?1-2
What is a Voice Response Application?1-2
Voice Response System Versus An Attendant1-4
nDefining Successful Voice Response Applications1-4
Defining Measurable Objectives1-4
nImportant Terminology1-5
2 Voice Response Advanced Technologies 2-1
nOverview2-1
nPurpose2-1
nTouch-Tone and Dial Pulse Recognition2-2
Touch-Tone Recognition2-2 
						

							INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  
Issue 1.0
December 1996
Contents 
Page iv  
Dial Pulse Recognition2-3
nSpeech Recognition2-4
WholeWord Speech Recognition2-4
FlexWord Speech Recognition2-6
Speech Recognition Accuracy Measurement2-10
nText-to-Speech2-11
Text-to-Speech Uses2-11
Text-to-Speech Capabilities2-11
Text-to-Speech Accuracy2-12
nScript Builder FAX Actions2-13
FAX Actions Uses2-13
FAX Actions Capabilities2-13
3 Planning a Voice Response Application 3-1
nOverview3-1
nPurpose3-1
nPlan Your Application Design3-2
Use Human Factors/Usability Engineering
Resources3-2
Use Prerecorded Speech3-2
Offer a User Guide3-4
Offer Caller Training3-4
Provide an Attendant3-4
Diagram Your Application Design3-5
4 Designing a Voice Response Application 4-1
nOverview4-1
nPurpose4-1
nApplication Design Research4-2
Know Your Callers4-2
Use Simple and Natural Dialogue4-3
Minimize Demands on the Caller’s Memory4-3
Be Consistent4-3
Provide Feedback4-4
Provide Easy Exits4-4
Offer Shortcuts4-4
Prevent Errors4-4 
						

							INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  
Issue 1.0
December 1996
Contents 
Page v  
nPrompts4-5
Prompt Length4-5
How to Word Prompts4-6
nAnnouncements4-7
Feedback Announcements4-7
Confirmation Announcements4-7
nMenus4-11
Number of Menu Choices4-11
Menu Choice Sequence4-11
Numbered Menu Options4-12
Subdivided Menu Options4-12
nDigit Input4-13
Constant-Length Digit Sequences4-13
Variable-Length Digit Sequences4-13
Entering Digit Sequences4-14
Validate a Digit Sequence Entry4-16
Confirming Digit Entries with Callers4-17
nYes/No Questions4-18
Touch-Tone Input for Yes/No Questions4-18
Spoken Input for Yes/No Questions4-18
Yes/No Questions with Barge-in
(WholeWord Speech Recognition)4-19
Yes/No Question Without Barge-in4-20
nPace the Application4-21
When Callers Must Wait4-21
Allow Time for Caller Responses4-21
Adjustable Pacing4-22
nApplication Errors4-23
When Caller Errors Occur4-23
When Speech Recognition Errors Occur4-23
How to Word Error Messages4-24
nTouch-Tone and Speech Recognition4-25
Recognizer Differences Between Touch-Tone
Input and Spoken Input4-25
Application Differences Between Touch-Tone
Input and Spoken Input4-26 
						

							INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  
Issue 1.0
December 1996
Contents 
Page vi  
Touch-Tone Input Used with Spoken Input4-27
Use Touch-Tone Input When Speech
Recognition Fails4-32
Modify a Touch-Tone-Only
Application to Include Spoken Input4-32
nDial Through and Barge-in4-34
Using Dial Through and Barge-in with
Errors Messages4-34
Using Dial Through/Barge-in Consistently4-34
How to Word Prompts for Dial Through
and Barge-in4-34
nDial Pulse Recognition in Applications4-36
Dial Pulse Recognition Training4-36
Dial Pulse Recognition Digit Input4-36
Dial Pulse Recognition and Barge-in4-36
nFlexWord Speech Recognition in Applications4-37
How to Choose Words for Your FlexWord
Vocabulary4-37
How to Segment Large Wordlists4-39
How to Word Prompts for FlexWord
Speech Recognition4-39
nBilingual, Multilingual, and Non-US
English Applications4-40
Bilingual Applications4-40
Multilingual Applications4-45
nText-to-Speech in Applications4-45
Use Text-to-Speech for Prompts
and Announcements4-45
Use Both Text-to-Speech and
Prerecorded Speech Prompts
and Announcements4-46
How to Get the Most Out of Text-to-Speech4-47
How to Test Text-to-Speech Applications4-50
nScript Builder FAX Actions in Applications4-51
Informing Callers of Available Information4-51
Managing Delays4-51
Assuring Faxes Are Sent Successfully4-52
Exec_UNIX in Non-FAX Actions Applications4-53 
						

							INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  
Issue 1.0
December 1996
Contents 
Page vii  
5 Testing and Using a Voice Response
Application Design 5-1
nOverview5-1
nPurpose5-1
nTesting the Application5-2
Plan a Preliminary Application Design5-2
Set Usability Goals5-2
Test the Preliminary Application5-2
Refine the Preliminary Application
Based on Usability Goals5-6
Test the Application Again5-6
Continue Testing Until the Usability Goals
are Accomplished5-7
Use the Tested and Refined Application
in Service5-7
IN Index IN-1 
						

							INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  
Issue 1.0
December 1996
Contents 
Page viii   
						

							About This Book 
Page ix Purpose 
INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
About This Book
Purpose
This  b oo k, INTUITY™ CONVERSANT®  System Version 6.0 Ap p lic ation Desig n 
Guid elines
, 585-310-670, is an introd uc tion to voic e resp onse tec hnolog y, 
inc lud ing  ad vanc ed -tec hnolog y features of the I
NTUITY™ CONVERSANT®  
system, application design principles, and important design guidelines.
Intended Audiences
The p rimary aud ienc es for this d oc ument inc lud e:
nApplication developers
nReaders interested  in voic e resp onse tec hnolog y
nReader interested in application design principles
Release History
This is Issue 1.0 of the Version 6.0 b ook. 
						

							INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
About This Book 
Page x Trademarks 
Trademarks
Luc ent Tec hnolog ies has mad e every effort to sup p ly trad emark information 
ab out c omp any names, p rod uc ts, and  servic es mentioned in the I
NTUITY 
CONVERSANT documentation library. Trademarks indicated below were derived 
from various sourc es.
n5ESS, AUDIX, CONVERSANT, DEFINITY, and  Voic e Power are reg istered  
trademarks and  I
NTUITY and  FlexWord  are trad emarks of Luc ent 
Te c h n o l o g i e s .
n3M is a trad emark of Minnesota Mining and  Manufac turing .
nPhillips is a registered trademark of the Phillips Screw Co. 
nMic rosoft, MS, MS-DOS, Internet Exp lorer, and  Exc el are reg istered  
trademarks and  Wind ows is a trad emark of Mic rosoft Corp oration.
nTruevoic e is a reg istered  trad emark of AT&T.
nUnixWare is a reg istered  trademark of The Santa Cruz Operation, Inc .
nUNIX is a reg istered  trad emark of UNIX System Lab oratories, Inc .
nNovell is a reg istered  trad emark of Novell, Inc . 
nORACLE, ORACLE*Terminal, OBJECT*SQL, SQL*FORMS, SQL*Menu, 
SQL*Net, SQL*Plus, PRO*C, and  SQL*Rep ortWriter are trad emarks of the 
Orac le Corp oration. 
nIBM and  VTAM are reg istered trad emarks of International Business 
Mac hines Corp oration. 
nCLEO and  LINKix are trad emarks of CLEO Communic ations. 
nHayes and  Smartmod em are trad emarks of Hayes Mic roc omp uter 
Prod uc ts, Inc .
nEthernet is a trad emark of Xerox Corp oration.
nVERITAS is a trad emark of the Veritas Software Corp oration.
nNetsc ap e Navig ator is a trad emark of Netsc ape Communic ations 
Corporation.