10-11-2012 09:39 AM - edited 03-19-2019 05:42 AM
We've got Unity Connection 8.5 and we're having an issue with the voice recognition. We have users call in to the main line and get the directory handler and they will try to speak the name of the person they are trying to call. The problem is that when it doesn't make a match, its almost like it just guesses and transfers the call to the wrong person. Often, it transfers to a user that is nothing like what was spoken. For example, I said "Mickey Mouse" and it transferred me to "Richard Wells." Is there a way to prevent it from transferring unless there's a sure match, or to confirm with the user before transferring the call?
Thanks in advance,
Matt
10-11-2012 11:13 AM
Hi Matt,
We adjusted the following setting on the Directory Handler up to 50 (from 10)
and it really made a huge difference.
Before that if I said Mickey Mouse it would route to Nicole Welsh and if I said Rob Muffin
it would route to me Now it says "sorry, no matching name found" and gives you another try.
Try this one as well;
Cheers!
Rob
"May your heart always be joyful
May your song always be sung" - Bob Dylan
10-12-2012 05:47 AM
Rob,
Thank you!! I had found the voice recognition confidence setting in the Advanced->Conversations area of the System Settings, but that seems to only affect the commands a user can give. I didn't know about a confidence setting within the handler itself. My initial test is very good. No match found for Mickey Mouse.
-Matt
06-26-2018 10:43 AM
Hi I have an issue with a specific user, when mates try to call him voice recognition is good but when the system is trying to reach him i get the tone sorry E F is not available please leave your message and if I dial directly from a normal deskphone phone rings ok
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