Jump to: navigation, search

Voicemail Page


Main Tab

A Voicemail page functions similar to an answering machine. A Voicemail page is used to record a voicemail, or to collect a free-form opinion response in a survey, or to collect a recording that you would like to use somewhere else. Voicemail pages are used to trigger an email notification through an email address (or distribution,) or a text message that a voicemail is waiting to be picked up.

On this Main tab, you do the following:

Initial Prompts—Enter the message you want to play. For more information on configuring prompts, see Message Page.

Mailbox—Select the desired voicemail box that the voicemail page will leave messages in.

Response Storage—Select the desired variable that will hold the voicemail recording URL.

Action—Specify how the IVR should handle the call once the caller has finished their recording. You can choose to go to a specific voice page, go back, or end the call.


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 ones that you upload. You can also choose 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 Prompts.

Confirmation options

If you want a prompt different than 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.

ASR Settings Tab (Voicemail page example)

The following table describes those parameters:

Property Description
confidencelevel Specifies the speech recognition confidence level. Results are rejected (a nomatch event is thrown) when the caller's response is below this threshold. A value of 0.0 means minimum confidence is needed for recognition. A value of 1.0 requires maximum confidence.
sensitivity Specifies the sensitivity level. A value of 1.0 means that speech recognition is highly sensitive to quiet input. A value of 0.0 means that speech recognition is least sensitive to noise.
speedvsaccuracy Specifies the desired balance between speed and accuracy. A value of 0.0 means quick recognition. A value of 1.0 means best accuracy.
timeout Specifies the timeout in seconds after which a noinput event is thrown.
completetimeout Specifies the required length of silence (in seconds) following user speech before the recognizer finalizes a result (either accepting it or throwing a nomatch event).

Note: Values set for the completetimeout property are only supported if they are less than the values set for the incompletetimeout property.

incompletetimeout Specifies the required length of silence following user speech after the recognizer finalizes a result. The incompletetimeout property is used when the speech prior to the silence does not match all active grammars. In this case, once the timeout is triggered, the partial result is rejected with a nomatch event. The incompletetimeout property also applies when the speech prior to the silence matches an active grammar, but where it is possible to speak further and still match the grammar. By contrast, the completetimeout property is used when the speech prior to the silence matches an active grammar and no further words can be spoken.
maxspeechtimeout Specifies the maximum amount of speech input allowed (in seconds) after which an event is thrown leading to a nomatch.



Advanced Optons Tab

The Advanced Options tab 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.

Max Record Time—You can specify the maximum length allowed for a recording (from 5 to 1800 seconds).

End of Recording—You can select the length of silence the system will wait before assuming the caller has finished their message and ending the recording.

Disable Site Commands—Check this checkbox if you want to turn off Site Commands for this page. 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.


Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on July 29, 2016, at 02:34.