CVP and Nuance Utterance Logging

[nate.koenig]

In a call studio application, there is Secure Logging which allows you to mask certain PII (ssn, dob, etc.) in the activity logs and reporting. However, if the environment is integrated with Nuance Recognizer, that information is still in the call logs (and captured audio files) on the Nuance server itself.

While that logging can be turned off globally, the issue is the ability to selectively mask/not log only certain items while still logging/capturing utterances for the rest of the call flow on the Nuance side.

We've found some information on this, related to Nuance doing this with "secure_context", but, it appears that it requires VVB/VXML gateway to send a Vendor-Specific-Parameter to enable it in the MRCPv2 messaging... Which doesn't appear to be happening in at least CVP 10.5 with IOS VXML gateway. There are other references to using VoiceXML properties for nuance.core.behavior.calllog.ConfidentialUtterance which doesn't appear to work either.

Has anyone gotten this to work the way I described or confirmation that there isn't a way to do this currently (and when it would be implemented if it isnt currently supported?)

[janinegraves]

You can create a parameter grammar and put it on the media server.

Then use the Form element to invoke your voice grammar along with the

parameter grammar:

+VoiceGrammar: builtin:grammar/digits or

http://media/grammars/mygrammar.grxml

+VoiceGrammar: http://media/grammars/myParamGrammar.xml

A parameter grammar for secure_context would look something like this:

[nate.koenig]

Janine,

Thank you. However, it appears that your example parameter grammar didn't come through in the post, can you re-post?

Thanks!

[janinegraves · Accepted solution]

You may have to go online to see it, instead of in an email.

<?xml version="1.0" encoding="UTF-8"?>

<!—Parameter Grammar: TurnLogginOff.xml-->

<!-- 1=suppress 0=not suppress-->

<SWIparameter version="1.0" id="secure_context" precedence="10" ignore_unknown_parameters="1">

<parameter name="secure_context">

                <value>1</value>

</parameter>

  </SWIparameter>

[nate.koenig]

This worked like a charm, thank you so much!

[janinegraves]

in the previous post, the URL must be retrievable from the nuance

system, so 'media' is probably not the best thing to use in the URL

pointing to the media server. Perhaps a hostname or dns.