A Question Page works much like a Message Page however, a Question Page allows you to store the caller’s response into a variable. Configuring prompts on a Question Page works the same as 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.
The following table describes the Response Types:
|Number||CX Builder can recognize either a natural number or a digit sequence. A natural number response can be spoken as a caller normally would say a number, for example "Nineteen Ninety Seven" would be stored as 1997. A digit sequence number response would be spoke one digit at a time, for example "One-Nine-Nine-Seven". You can limit the range of acceptable responses by checking the Limit input to valid numbers from check box. A number outside of this range would be considered a No Match. For more information on No Match events please see the No Match section. With this response type you also have the option to enable Page Commands. For more information of Page Commands please see the Message Pages section.|
|Keyword||For example, the question page can ask the caller "Where should I direct your call? You can say Billing, Support, or Hours of Operation." In the Say field, you can specify one or several keywords, and you can use nested keywords (refer to the Working With Keywords section of the Appendix for syntax rules and guidelines). For each Say value, there is a corresponding Press value and Save Value. The Press value is the touch-tone number that the caller uses to respond. The Save Value is the value stored in the selected variable. You can also configure the Question page to route to multiple destinations based on the response by clicking on the Use Multiple Destinations link.|
|Yes/No||This response type allows a caller to say "Yes" or "No" (or press 1 or 2 if a touch-tone only voice site) to a question and stores the response into a variable. Additionally, you can configure the Question page to go to two different pages or the same page based on the response.|
|Credit Card Number|| This response type is specifically designed to receive credit card numbers. Credit card numbers must be stored in private variables. For more information on working with private variables, see Site Variables. To configure this response type select the credit card types you wish to accept and then select the desired Valid and Invalid page destinations. When a caller enters their credit card number, CX Builder checks the numbers for validity. A credit card number is valid when it consists of the correct number of digits as specified by the issuer, and the number has the proper checksum. CX Builder does not perform credit card authorizations. |
|Credit Card Number (New)||This response type uses advanced grammars to give better accuracy when capturing the credit card numbers. The grammar is capable of understanding any commercial credit card adhering to the ISO standard numbering scheme. Along with accuracy, the new response type also provides better validity of the credit card numbers as this standard dictates minimum and maximum length of the digit string, open digit sequences, and the use of a "check digit" as the last digit in the string, so that the entire number meets the "mod 10 checksum" criterion. An invalid number would be treated as a No Match. For more information on No Match events please see the No Match section.|
|Credit Card Expiration||CX Builder will check expiration dates to ensure they are valid. A valid expiration date cannot occur in the past. Only present and future expiration dates are valid. When you select this type, you also specify destination voice pages when customers responds with valid and invalid entries.|
|Currency|| This response type allows a caller to speak an amount naturally on voice-enabled sites. For example a caller could say "thirty two dollars and five cents" which would save 'USD32.05' into the specified variable. On touch-tone only sites a caller can use the '*' key to denote the decimal point. For example a caller could enter '48*23' which would save 'USD48.23'.
|Date||This response type allows a caller to speak a date naturally or press the corresponding tones. For example a caller can say "March twenty-first" or press 0321, which CX Builder will interpret as "03/21/yyyy" where "yyyy" is the current year. Additionally, a caller could say "March twenty-first nineteen seventy two", which CX Builder will interpret as "03/21/1972".|
|Time|| This response type allows a caller to say things like "five o clock A,M." or "three fifty P.M" (would be interpreted as '05:00 AM' or '03:50 PM' respectively. This response type can also interpret "noon" and "midnight" responses as well.
Note: Confirmation playbacks for this response do not include A.M. or P.M. if the speech input did not include that information.
|Dynamic Keyword||This response allows a caller to say a word or a phrase, or several word or phrases. However, unlike the Keyword type response, these words and phrases are assigned to a list variable. The result are stored in the variable selected under Store in Variable. For touch tone input, the system will be expecting a number between 1 and 20 (corresponding to the number of the item in the list).|
|Natural Language||This response can only be used if the Subscriber account is configured with a Natural Language/Custom Grammar. To enable this feature, you must work with Genesys/Professional Services. When enabled through the Customer Service Record Tool, the grammar is used to listen to callers responses. You might use a grammar for a specific language like English or Spanish or help with a collection of numbers. When this Response Type is selected, from the NL Grammars drop-down list, select a grammar that was previously uploaded and enabled.|
|City-State(US)||If your account is enabled for this, this response type is specifically designed to receive city-state information.|
|First Name||If your account is enabled for this, this response type is specifically designed to receive a customer's first name.|
|Last Name||If your account is enabled for this, this response type is specifically designed to receive a customer's last name.|
|Num Street||If your account is enabled for this, this response type is specifically designed to receive a customer's street address.|
|Apt Number||If your account is enabled for this, this response type is specifically designed to receive a customer's apartment number.|
Caller Response Type
You can choose to have callers respond using a natural number or a digit sequence.
- If you select Natural Number, you have the option to specify a valid number range.
- If you select Digit Sequence, you have the option to limit the number of digits a caller can enter. The maximum number is 30.
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.
- Add Page commands to tell the caller, including the 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.
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 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:
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 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.
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.