Руководство Пользователя для Cisco Cisco Unified Customer Voice Portal 10.0(1)
A
PPENDIX
C:
G
LOSSARY
U
SER
G
UIDE FOR
C
ISCO
U
NIFIED
C
ALL
S
ERVICES
,
U
NIVERSAL
E
DITION
AND
U
NIFIED
C
ALL
S
TUDIO
133
Appendix C: Glossary
These terms are used liberally throughout this user guide and it is important to understand them.
The glossary includes both telephony terms as well as Universal Edition terms.
The glossary includes both telephony terms as well as Universal Edition terms.
Telephony Terms
•
ASR
. Short for Automated Speech Recognition, this is the technology used by modern voice
browsers to recognize the caller’s spoken utterances and convert them to text. Using this
technology, an application can have a completely different interface, creating a much more
natural dialog-based interaction with the caller. ASR works by limiting the utterances a caller
can say to a manageable number, and making the best determination of which utterance was
spoken. Though far from supporting the ability to simply “talk” to the application, well-
designed prompts can lead callers to say the right inputs and make the application smooth,
consistent, and easy to use.
technology, an application can have a completely different interface, creating a much more
natural dialog-based interaction with the caller. ASR works by limiting the utterances a caller
can say to a manageable number, and making the best determination of which utterance was
spoken. Though far from supporting the ability to simply “talk” to the application, well-
designed prompts can lead callers to say the right inputs and make the application smooth,
consistent, and easy to use.
•
Bargein
. Bargein is the act of interrupting a playing prompt, most of the time to go directly to
entering data. This feature can be used by the application designer to allow repeat callers to
jump ahead and move faster through the application to perform common tasks. In situations
such as error messages, disclaimers, etc. where the application designer would want the caller
not to interrupt, bargein can be turned off.
jump ahead and move faster through the application to perform common tasks. In situations
such as error messages, disclaimers, etc. where the application designer would want the caller
not to interrupt, bargein can be turned off.
•
Call flow
. The application call flow is the sequence of actions and events that can occur in a
voice application. In Builder for Call Studio, the call flow can be represented by a flowchart
showing all possible branches. This way the application designer can see all that can happen
during the course of a call.
showing all possible branches. This way the application designer can see all that can happen
during the course of a call.
•
Confidence Score
. An ASR engine works by matching the caller's utterance to the grammar
option most likely to be the one intended by the caller. The confidence score is a statistical
value assigned to each utterance, indicating how certain the speech engine is about the
recognition result. Confidence score values are usually represented as a decimal number
between 0.0 (no match) and 1.0 (perfect match).
value assigned to each utterance, indicating how certain the speech engine is about the
recognition result. Confidence score values are usually represented as a decimal number
between 0.0 (no match) and 1.0 (perfect match).
•
DTMF
. Short for Dual Tone Multi-Frequency, this is the technical term describing touch-tone
dialing. A caller can interact with a voice application either by speaking an utterance (speech
input), or punching in numbers on a telephone keypad (DTMF input). There are twelve
DTMF keys on a standard touch-tone telephone pad, and sixteen keys on some special phone
pads that include four additional keys called A, B, C and D extended signals. A voice
application can be developed using DTMF only, speech only, or both DTMF and speech
inputs.
input), or punching in numbers on a telephone keypad (DTMF input). There are twelve
DTMF keys on a standard touch-tone telephone pad, and sixteen keys on some special phone
pads that include four additional keys called A, B, C and D extended signals. A voice
application can be developed using DTMF only, speech only, or both DTMF and speech
inputs.
•
Grammar
. A grammar is the mechanism by which an application designer describes the
limited number of options for an utterance given to an ASR engine. A grammar can hold
words or phrases, and contain guttural utterances such as “um” or “er”. It may vary in size,
from a couple of words to thousands of words and phrases. The larger the grammar, the less
likely the ASR engine will have a dead-on match.
words or phrases, and contain guttural utterances such as “um” or “er”. It may vary in size,
from a couple of words to thousands of words and phrases. The larger the grammar, the less
likely the ASR engine will have a dead-on match.