UCCX Scripting - Problem (ASR\DTMF)

[Storm18]

I currently have UCCX 11 with Nuance enabled. 

I have a customer that would love to have the auto attendant directory as a selection in her menu.  The ideal would have the choice of DTMF and ASR Activated so you can either say the name or press a digit. 

Ex: If you are calling for District Court, press 1 or say District. If you are calling for Warrants, press 2 or say Warrants. Etc...

I am still new and learning. I have only completed scripting requesting DTMF. This will be my first time incorporating ASR.  Attached is my script which I think is correct and what I was able to compile so far. What I do not understand is how do I incorporate the DTMF part. What am I missing? 

Thank you!

[Dmytro Benda]

Hi, 

Can you please share the properties of your Create Menu Grammar Step which is above the Simple Recognition step? Please make a screenshot of its properties and let's see how you configured it. 

My Cisco Unified Communications Blog

[Storm18]

[Dmytro Benda]

Great, now try to add to this Create Menu Grammar the following:

Grammars	Tags
"dtmf-1"	"District"
"dtmf-2"	"Circuit"

and so on.

Here is an example of how should look like (in the example 1 is for yes and 2 is for no, but you can configure Tags as required by your task). 

Looking forward for your feedback.

My Cisco Unified Communications Blog

[Storm18]

I just tested it and the DTMF part is working - thank you!!!

I just have one more question. So during my testing, I have the following two outcomes:

Outcome 1 - I start to listen to the main greeting and I press 1 and it immediately goes to the next step without a problem.

Outcome 2 - I start to listen to the main greeting and I call out one of the keywords and nothing. But then, the main greeting finished playing and I say the keyword again and then it works. How do I get it to work during the greeting like Outcome 1?

[Dmytro Benda]

Happy to hear it. As for your second problem, please check if you set Barge In radio button to Yes (you can find this button in the Prompt Tab of your Simple Recognition step). And also check the Barge In settings in the Play Prompt (it also should be set to Yes)

[Storm18]

Both are set to Yes. 

[Dmytro Benda · Accepted solution]

All right. In your script I see that you play the Main Menu message with Play Prompt, but in Simple Recognition step you don't play anything (the prompt is set to P[], which means empty prompt or nothing), right? 

If it is so, then I can assume that the Play Prompt step reacts on DTMF input, but it doesn't react to the voice input. That's why DTMF interrupts the Main Menu message and voice input doesn't do it. What you can try to do here - remove the Play Prompt step and play its message directly in Simple Recognition step (configure the prompt for Simple Recognition exactly the same way as it is configured now for the Play Prompt). When you play the prompt at Simple Recognition step then both DTMF and voice input should interrupt it, I guess. 

My Cisco Unified Communications Blog

[Storm18]

Thank you again!!!