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Message Page


Main Tab

A Message page allows you to play a prompt, receive a caller’s input, and perform an action.

Playing a Prompt

There are three ways to play a prompt in CX Builder.

  • Audio—To link an audio file to a message page click on the Audio button then the Link Audio link. Click the check box next to the audio file you wish to use and then click the Link To Page button. You should see your audio file underneath Initial Prompts. For more information about audio files and how to upload them, see Audio Files.
  • Text-to-Speech (TTS)—When you create a new message page TTS is enabled by default. To edit your message just type into the Initial Prompts text box. When a caller calls into you IVR, CX Builder will convert the text you type into audio, which will be played to the caller.
  • Variable—This is an advanced feature of CX Builder, which allows the voice site to dynamically play a prompt. Select the variable you wish to use from the Select a Variable drop-down menu and then select the variable type from the Smart Play drop-down menu. For more information on variable types, see the Site Variables section.
Important
If you are using Nuance, it does not support characters that are not alphanumeric. As such, if you set the TTS voice in Site Properties to an English (Australia) voice for example, non-alphanumeric characters are ignored, whether they are specified as part of a Digit Sequence (like the plus (+) or minus (-) signs) or a variable that uses the SPELLOUT format on a Message Page.


Controlling the Speaking Rate of TTS Messages

NOTE: This feature only works if you have TTS Settings enabled on your account. Contact your account representative for more information.


To control the speaking rate of TTS messages during playback, do the following:

  1. In Initial Prompts, click on Variable.
  2. Select the variable you wish to use from the Select a Variable drop-down menu and then select the variable type from the Smart Play drop-down menu.
  3. TTS Variables

  4. Click the TTS Settings icon next to each TTS variable you want to control. Otherwise, the system will use the default settings.
  5. Note: If you choose Sound File from the Smart Play menu, you will not have the option to control the speaking rate for that variable.

  6. Control the speaking rate by dragging the slider in the Value field in the TTS Settings window. You can return to the default settings at any time by checking the Use System Default box.
TTS Settings
Important
When you change the TTS Settings, you must uncheck the Use System Default box. Otherwise, the system will not save your preferences, and if you use an en-US voice, it will play built-in audio files instead of the TTS variables.

The following voice pages also support this feature:


Actions

There are five different action types a message page can perform. These action types can be toggled from the Actions drop-down menu. The following table describes these actions:

Action Description
Listen for Site Commands A Site Command is an input (either voice or touch-tone) a caller can use any time during a call that will take the caller to another page in the IVR. For more information about Site Commands, see the Site Commands section.
Listen for Site Commands & Page Commands Selecting this action type will populate the page command interface. Page commands work the same as Site Commands, but can only be used on the page they are configured for. For example, a Message Page will play "Press 1 to be transferred to David. Press 2 to leave a voicemail for Billing. Press 3 to repeat these options." to the caller using TTS. After the prompt is played, the IVR will listen for the caller to input a Site or Page Command. If the caller presses 1 the IVR will take the caller to page 6, if they press 2 the IVR will take the caller to page 11 and so forth.

You also have the option of selecting an ASR Language from the drop-down list. By default, it's set to English (US). 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).

Go Back If this action type is selected, the IVR will go back to the previous page once the prompt has finished.
Go To Destination Page If this action type selected, the IVR will proceed to the selected page once the prompt has finished.
End The Call If this is selected, the IVR will end the call once the prompt has finished playing. Note: Genesys does not recommend using this End the Call action on the Audio treatment, because the call might be dropped while waiting in the ACD queue. Genesys recommends using the “Go To Designated Page” action instead.


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.



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 Options Tab

The Advanced Options tab on a Message Page has two 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.
This page was last modified on September 2, 2016, at 13:53.

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