DTMF and speech recognition settings in menu choices


You can use some actions in both menu choices and task sequences. When you add an action to menu choices, Architect provides more settings, such as DTMF and speech recognition. These settings are not available when you use the action in a task sequence.

The table below describes these additional menu choice settings.

Name Description
DTMF button

To choose the key callers press to complete the operation, click the DTMF dialpad. The list displays only available digits that are not already in use globally or at this level of the menu. If you do not assign a digit, users cannot use the operation directly.

For example, if you set up a Transfer to Operator menu choice with a global DTMF of 0, then 0 is unavailable to any menu.

Speech Recognition field

Configure words or phrases associated with menu options. Callers can verbally indicate the options that they want in the IVR instead of pressing a digit on the phone. You can enter multiple words and phrases for each item, just as callers may phrase the same request in different ways. For example, a caller could request “transfer funds” or “funds transfer.”

If you add speech recognition terms, then a speech bubble icon appears in bold next to the menu choice in the call flow diagram. 

Show all languages
or
hide languages

If you set up more than one language in the Supported Languages container of the Settings area, then click show all languages to configure words or phrases for each additional supported language. To remove these fields from view on the call flow form, click hide languages.

Note: If you configure speech recognition for one language, then you must also configure it for all other supported languages. You cannot publish the flow if you have not set up speech recognition for all supported languages.
DTMF goes to this menu choice from any menu check box

To send the caller immediately to the current menu operation if the caller presses this key anywhere in the call flow, select this check box.

If you select this option, then the DTMF icon appears in bold next to the menu choice in the call flow diagram.

Speech recognition terms go to this menu choice from any menu check box

To send the caller immediately to the current menu operation if the speech recognition engine matches the verbal request anywhere in the call flow, select this check box.

If you select this option, then the speech recognition bubble icon appears highlighted in blue next to the menu choice in the call flow diagram.