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Question Page


Main Tab

A Question Page works much like a Message Page, except that a Question Page allows you to store the caller’s response into a variable. Configuring prompts on a Question Page works the same as it does on a Message Page. For more information on how to configure prompts, please see Message Page.

A Question Page collects a response from the caller of certain built-in response types (Number, Keyword, Yes/No, Credit Card Number, Credit Card Number (New), Credit Card Expiration, Currency, Date, Time, Dynamic Keyword, Natural Language) and stores the response in a Site Variable. For more information on working with variables, see Site Variables.

Important
If you are using Nuance and you created a site with a Touch-Tone Sequence, when a Question Page is set up to store the response and include a confirmation, the system does not play the expected confirmation prompt. This is a Nuance limitation.

Response Types

[+] Description of Response Types

Add Page Commands

You can add Page Commands to a Question Page. If you select Add Page Commands, you can do the following:

  • Select an ASR Language. By default, English (US) is available.

Note: Other languages available if each are enabled for your account include: Dutch, English (UK), English (Australia), French (Canada), French (Europe), German, Portuguese (Brazil), Spanish (Europe), and Spanish (US).

  • Add Page commands to tell the caller which number to press, the Save value, and the "Go to" or destination page. You can add one, five, or ten Page commands at a time.

After a Response

If you do not select Add Page Commands, you select the page to which the Question Page goes after the caller responds.


No Input Tab

Use the No Input tab to handle a situation where a caller is asked for a response but none is given. A caller may be distracted, or busy, or not be aware of what is being asked. The system will detect this condition and play the first prompt in this screen.

You can select Site Level or Page Level.

Site Level Selection

If you select Site Level, the page uses the No Input (referred to as NI in the interface text) settings specified in the Site Properties section.

Page Level Selection

If you select Page Level, additional options display, per the image above, allowing you to specify prompts uniquely to this page. By default, the system includes three prompts and their associated audio files with the first prompt selected.

Prompt Selection Details

  • Selecting First No Input means that the system re-prompts the user once with the “First No Input” prompt as identified. If the user still does not input anything, the system routes the call to the “After final No Input, go to" destination page.
  • Selecting the Second No Input means that the system re-prompts the user twice, with the “First” and “Second” prompts in the screen respectively. If the user still does not input anything, the system routes the call to “After final No Input, go to" destination page.
  • Selecting Third No Input means that the system re-prompts the user three times, with the “First,” “Second,” and Third prompts in the screen respectively. If the user still does not input anything, the system routes the call to “After final No Input, go to" destination page.

For each Prompt option, you can specify a different prompt than the default system prompt. You can also specify the type of prompt: Variable, Text-to-Speech, or another Audio file.

  • If you select Variable, in the new field, select the variable and the associated value, and then select the check box to the right of the new field.
  • If you select Text-To-Speech, in the new field, enter the text you want spoken to the caller, and then select the check box to the right of the new field.
  • If you select Audio, in the new field, click Audio, select another Audio file, and then select the check box to the right of the new field.

You can also do the following:

  • Add more prompts in addition to the three default prompts by clicking Add and then defining the prompt as desired.
  • Reorder these prompts using the Up and Down options.
  • Delete or copy any prompts using the associated button.



No Match Tab - Page Level (Question page example)

If a caller provides an input, but the input is not understood or does not match an accepted input, the No Match prompts will be played. A caller may have miss-typed the input, or entered an unidentified option.

You can select Site Level or Page Level.

Site Level Selection

If you select Site Level, the page uses the settings (No Match (referred to as NM in the interface text)) specified in the Site Properties section.

Page Level Selection

If you select Page Level, additional options display, per the image above, allowing you to specify prompts uniquely to this page. By default, the system includes three prompts and their associated audio files.

Prompt Selection Details

  • Selecting First No Match means that the system re-prompts the user once with the “First No Match” prompt as identified. If the user still does not input anything, the system routes the call to the “After final No Match, go to" destination page.
  • Selecting the Second No Match means that the system re-prompts the user twice, with the “First” and “Second” prompts in the screen respectively. If the user still does not input anything, the system routes the call to “After final No Match, go to" destination page.
  • Selecting Third No Match means that the system re-prompts the user three times, with the “First,” “Second,” and Third prompts in the screen respectively. If the user still does not input anything, the system routes the call to “After final Match, go to" destination page.

For each Prompt option, you can specify a different prompt than the default system prompt. You can also specify the type of prompt: Variable, Text-to-Speech, or another Audio file.

  • If you select Variable, in the new field, select the variable and the associated value, and then select the check box to the right of the new field.
  • If you select Text-To-Speech, in the new field, enter the text you want spoken to the caller, and then select the check box to the right of the new field.
  • If you select Audio, in the new field, click Audio, select another Audio file, and then select the check box to the right of the new field.

You can also do the following:

  • Add more prompts in addition to the three default prompts by clicking Add and then defining the prompt as desired.
  • Reorder these prompts using the Up and Down options.
  • Delete or copy any prompts using the associated button.
Important
When you modify the Question Page you will be prompted to return the No Match system response to its default settings.



Confirmation Tab

The Confirmation tab enables you to confirm the value provided by the caller, either using the built-in prompts or uploaded ones. You can also chose to disable the confirmation feature by clicking the Do Not Confirm radio button.

If you choose to confirm, click Confirm and the page displays the Confirmation Threshold sensitivity and the Confirmation Prompts:

Confirmation options

Adjust the sensitivity of the confirmation by adjusting the Confirmation Threshold. A Confirmation Threshold value of 1 (100% ASR match) will confirm every matched response whereas a Confirmation Threshold value of 0.6 (60% ASR match) will only confirm matches below a 60% confidence level.

If you want a prompt different from the built-in prompt, click Audio. For more information on how to upload audio files, see Audio Files.

The following diagram shows how and when each audio file would be played.

Cxb vsaudioplay.png

If enabled for your account, the ASR Settings tab allows you to set the parameters for Automatic Speech Recognition by dragging the slider. If you make changes and want to return to the default values, click Reset.

For optimal results, you should use the default ASR values for the following Response Types and parameters:

confidencelevel completetimeout incompletetimeout
City-state 0.3 1.8 1.9
Num Street 0.01 2.4 2.5
Apt Number 0.3 2.4 2.5
First Name 0.1 2.4 2.5
Last Name 0.1 2.4 2.5


[+] Description of ASR parameters


Advanced Options Tab

The Advanced Options tab on a Question Page has four options.

  • Barge-In—With Barge-In on, the caller can interrupt the prompt whereas with Barge-In off, the caller is forced to listen to the entire prompt before the IVR will recognize their response.
  • Disable Site Commands—If this page represents a critical state in your Voice Site, where you want to ensure that the caller stays within the page and only leaves it through the specified Page Commands, it is advisable to turn off Site Commands, as they serve as 'always on' global navigation otherwise.
  • Response Filters—Enter the keywords to filter from the caller's response. Refer to the Working with Keywords link for syntax rules and guidelines.
  • Confidence Score - Store in Variable— Select the variable to store the confidence score in.
  • Enable N-Best—Allows you to collect multiple recognition's according to a confidence score. This enables multiple recognition's to be validated by users without having to ask the caller to provide the information again. When enabled, ASR server returns a list of results (including the best one) in addition to the single result, per the Confidence Score - Store in Variable setting . These results are sorted by confidence scores in descending order, with the first result on the list being the best one. This feature only provides the results list. The IVR simply lists all the recognized texts and asks the caller to confirm the correct information, as determined by the voice site.
    • From the drop-down list, select the number of recognitions to store.
    • Specify the Recognitions variable and the Confidence Score variable in which to store the responses. Note: The variables can be set to ‘list’ type so that it can store multiple values or as a non-list variable, where multiple recognition results are joined by commas (,) into a string.
This page was last modified on July 29, 2016, at 03:34.

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