Cisco Cisco Unified Customer Voice Portal 10.0(1) Guía Del Usuario
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Noinput
. Noinput is an event that can occur in a voice application when the system prompts
the caller for some input and the caller does not respond. After a configurable amount of
time, a noinput event occurs, indicating that nothing was heard. This may be because the
caller wasn't listening, was confused, or there was a problem with the connection. In any rate,
a well-designed voice application would say something to clarify the prompt or ask for
attention. After a configurable number of noinput events occurring one after the other, the
application will usually take more drastic actions such as hanging up or transferring the caller
to an operator.
time, a noinput event occurs, indicating that nothing was heard. This may be because the
caller wasn't listening, was confused, or there was a problem with the connection. In any rate,
a well-designed voice application would say something to clarify the prompt or ask for
attention. After a configurable number of noinput events occurring one after the other, the
application will usually take more drastic actions such as hanging up or transferring the caller
to an operator.
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Nomatch
. Nomatch is an event that occurs when the system prompts the caller for some input
and the caller utters or enters information that is not what is expected. Like the noinput event,
this will usually cause a message to be played. Nomatch events tend to occur if the caller
doesn't understand what is being asked of them, the grammar is large and does not return
results with a high enough confidence value, the phone line or environment is noisy, etc. This
can happen with DTMF input as well if the caller entered a digit that was not an option. As
with noinput events, a count can be assigned limiting the number of times a caller can fail to
match an option, before they are disconnected or transferred to an operator.
this will usually cause a message to be played. Nomatch events tend to occur if the caller
doesn't understand what is being asked of them, the grammar is large and does not return
results with a high enough confidence value, the phone line or environment is noisy, etc. This
can happen with DTMF input as well if the caller entered a digit that was not an option. As
with noinput events, a count can be assigned limiting the number of times a caller can fail to
match an option, before they are disconnected or transferred to an operator.
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TTS
. Short for Text-To-Speech, this technology is used by voice browsers to read a written
phrase in an automated, semi-human sounding voice. The advantage of a TTS engine is the
ability to make rapid changes to a phrase without having to do any human voice recording.
The technology, however, still sounds robotic at the current stage. Many people have trouble
understanding long sentences spoken through TTS, so almost all voice applications rely on
pre-recorded audio for their prompts. TTS is still used for data that is hard to predict ahead of
time or can have a large number of variable formats (such as an address).
ability to make rapid changes to a phrase without having to do any human voice recording.
The technology, however, still sounds robotic at the current stage. Many people have trouble
understanding long sentences spoken through TTS, so almost all voice applications rely on
pre-recorded audio for their prompts. TTS is still used for data that is hard to predict ahead of
time or can have a large number of variable formats (such as an address).
Universal Edition Terms
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Activity Logger
. The activity logger is one of the loggers included with Call Services that logs
all the activities that a caller performs in a call session. The log file generated is application-
specific, and it includes a time-stamp for each logged activity along with information such as
the duration of the call, call flow components visited, recognition results and events thrown.
specific, and it includes a time-stamp for each logged activity along with information such as
the duration of the call, call flow components visited, recognition results and events thrown.
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Component
. Component is used as a general term to mean a part of a Universal Edition
application that can be constructed by a developer. They include elements as well as non-
element parts of the application, such as a Java class that can be called when calls begin or
end.
element parts of the application, such as a Java class that can be called when calls begin or
end.
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Configurable Elements.
Configurable elements are designed to be very reusable. They are
constructed in advance and each is given a configuration that allows the application designer
to change how the element functions. The more detailed the configuration, the more flexible
the element. Voice, action, and decision elements are the three types of configurable
elements.
to change how the element functions. The more detailed the configuration, the more flexible
the element. Voice, action, and decision elements are the three types of configurable
elements.
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Configuration
. Every element, in order to make it reusable, must have a mechanism by which
the user can specify how they wish the element to act in an application. A form element, for