Nortel Voice Mail Guide de configuration

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Norstar Voice Mail

Speech Recognition Automated Attendant

Set Up and Operation Guide

This Nortel documentation is protected by copyright. It may not

be copied in any form or medium except pursuant to the Nortel

License to Copy Documentation ("License"). If a License has

been purchased, it will be enclosed with this copy of Nortel

documentation.

P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide

Contents

Chapter 1 Speech Recognition Automated Attendant 1

Overview 1

How this guide is organized 1

Chapter 2 Speech Recognition Automated Attendant feature descriptions 3

Overview 3

Automated Attendant Speech Recognition voice prompts 3

Handling homonyms 4

Speech Recognition Automated Attendant interaction with the

Automated Attendant or a Custom Call Routing (CCR) Tree 5

Speech Recognition Automated Attendant Interaction with Touchtone

Greeting 5

Voice Activated Dialing 6

Chapter 3 Setting up the Speech Recognition Automated Attendant 7

Programming overview 7

Setting up the Speech Recognition Automated Attendant using

Norstar Voice Mail Manager 8

Starting the Norstar Voice Mail Manager client software 8

Enabling the Speech Recognition Automated Attendant 9

Customizing the Speech Recognition Automated Attendant voice

prompt and greetings 10

Enabling the Voice Activated Dialing feature 11

OptimizingtheCompanyDirectoryforusewiththeSpeechRecognition

Automated Attendant 12

Reviewing the Speech RecognitionAutomated Attendant Directory 13

Creating a Speech Recognition Automated Attendant Directory

extended name 14

Creating a Speech Recognition Directory alias 15

Maximum Speech Recognition Directory entries 16

Programming the Speech Recognition Automated Attendant from a Norstar

telephone 17

Enabling the Voice Activated Dialing feature 17

Enabling the Speech Recognition Automated Attendant and

customizing the voice prompts and greetings 17

Testing the Speech Recognition Automated Attendant 18

Contents

Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0

Chapter 4 Maintaining and optimizing the Speech Recognition Automated

Attendant 19

Maintaining the Speech Recognition Automated Attendant 19

Speech recognition usage report 19

Optimizing the Speech Recognition Automated Attendant 23

P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide

Speech Recognition Automated Attendant

Overview

Speech Recognition Automated Attendant consist of two features:

• Speech Recognition Automated Attendant - This feature gives outside callers

the ability of directing their own calls by speaking the name of the person they

want to reach.

•Voice Activated Dialing - The feature allows internal Norstar Voice Mail users

the ability of directing their own calls by using the Company Directory and

speaking the name of the person they want to reach.

How this guide is organized

This guide is intended to assist theSystem Coordinator with the set up of the Speech

Recognition Automated Attendant and to serve as an ongoing reference aid.

The Speech Recognition Automated Attendant Set Up and Operation Guide is

organized into the following sections:

Section Topic(s)

Overview Overview of Speech Recognition Automated Attendant features

Speech Recognition

Automated Attendant

features

Detailed description of the Speech Recognition Automated Attendant

features

Setting up the Speech

Recognition

Automated Attendant

Description of procedures for setting up the Speech Recognition

Automated Attendant from either the telephone set or Norstar Voice

Mail Manager

Maintaining and

optimizing the Speech

Recognition

Automated Attendant

Description of how to analyze usage reports

P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide

Speech Recognition Automated Attendant

feature descriptions

Overview

This chapter describes:

• Automated Attendant Speech Recognition

• Voice Activated Dialing

Automated Attendant Speech Recognition voice prompts

The Speech Recognition Automated Attendant gives outside callers the ability of

directing their own calls by speaking the name of the person they want to reach.

After the caller hears the company greeting, the Speech Recognition Automated

Attendant main prompt is played immediately. The Speech Recognition

Automated Attendant default main prompt is “

If you know the name of the

department or person you wish to reach, say the name by clearly speaking into the

phone now”

You can record your own customized Speech Recognition Automated Attendant

main prompt. For example,

“Please speak the name of the person or department

you want to contact. If you do not know the name of the person, say operator or

press

‚

and you will transferred to the company operator.”

After the Speech Recognition Automated Attendant main prompt plays, the system

waits for the caller to speak a name. Callers can interrupt the prompt by speaking a

name at any time while the prompt is playing.

If the Speech Recognition Automated Attendant has difficulity matching the

spoken name, the caller is re-prompted to speak a name. The default repeat prompt

“This is a Speech Recognition system. Following the tone, please say the name

of the person you wish to reach or enter the extension, or press 0 to speak with an

operator”

You can record your own customized Speech Recognition Automated Attendant

repeat prompt. For example, “

Your call is being handled by our Speech Recognition

system. Please say the employee’s first and last name, or press

for more

options

.”

Speech Recognition Automated Attendant feature descriptions

Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0

When the caller speaks a name, the Speech Recognition Automated Attendant

attempts to match the spoken name with the spoken name from the Company

Directory. The Speech Recognition Automated Attendant plays best match to the

caller using the spoken name recorded in the Company Directory. After a match is

found, the default confirmation prompt “

Did you say: <spoken name>?”

plays.

You can record your own customized Speech Recognition Automated Attendant

confirmation prompt. For example,

"Do you want to be transfered to <spoken

name>?”

The Speech Recognition Automated Attendant waits for a “yes” or “no” answer. If

the caller says “yes”, the caller is transferred to the appropriate extension or to a

mailbox if the person does not have an extension. If the caller says “no”, the Speech

Recognition Automated Attendant prompts the caller for another name, except in

the case of homonyms. For more information about homonyms, refer to Handling

homonyms. Any names that have been previously declined are automatically

eliminated before the system selects the next best match. The default decline

prompt is “

Following the tone, please say the name of the person you wish to reach

or enter the extension, or press 0 to speak with an operator”

. You can record your

own customized Speech Recognition Automated Attendant declined prompt.

After the caller speaks the name again, the Speech Recognition Automated

Attendant attempts to match spoken name with a spoken name from the Company

Directory. If the second attempt by the caller does not result in a successful match,

the system transfers the caller to either the Automated Attendant or to a Custom

Call Routing (CCR) Tree, depending on your Norstar Voice Mail configuration.

Handling homonyms

People with identical sounding recorded names (John, Jon) in the Company

Directory produce homonyms. If the Company Directory contains one or more

homonyms for a spoken name, the Speech Recognition Automated Attendant

proposes each homonym to the caller until a name is selected, or the list of

homonyms is exhausted.

If the Speech Recognition Automated Attendant determines that there are too many

homonyms to be presented to the caller, a message is played indicating that too

many similar names have been found. The caller is then transferred to the

Automated Attendant or to a Custom Call Routing (CCR) Tree, depending on your

Norstar Voice Mail configuration.

While callers may be able to differentiate homonyms by the recorded voice names,

users who have homonyms should include some additional identifying information

when they record their name in the Company Directory. For example, “David

Smith, Software Development”. For more information refer to "Optimizing the

Company Directory for use with the Speech Recognition Automated Attendant" on

page 12 and "Creating a Speech Recognition Directory alias" on page 15.

Speech Recognition Automated Attendant feature descriptions

P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide

Speech Recognition Automated Attendant interaction with the Automated

Attendant or a Custom Call Routing (CCR) Tree

Youcan configurean existingAutomatedAttendantorCustom CallRouting(CCR)

Tree to work with the Speech Recognition Automated Attendant. Callers can press

the

key at any time to transfer out of Speech Recognition Automated Attendant

and into the main menu of either the Automated Attendant or Custom Call Routing

(CCR) Tree, depending on your Norstar Voice Mail configuration

You do not need to include any Automated Attendant-specific or Custom Call

Routing (CCR)-specific instructions in the Speech Recognition Automated

Attendant main prompt. However, you may want to record custom versions of your

main greeting so that the voice matches other custom prompts and greetings. For

more information, refer to

Norstar Voice Mail Set Up and Operation Guide

Speech Recognition Automated Attendant Interaction with Touchtone Greeting

The Speech Recognition Automated Attendant allows both rotary and touchtone

callers the ability to route their own calls, rather than relying on the company

operator.

When Speech Recognition Automated Attendant is enabled, the Touchtone

Greeting feature should be disabled. For more information on disabling the

Touchtone Greeting, refer to the

Norstar Voice Mail Set Up and Operation Guide

Speech Recognition Automated Attendant feature descriptions

Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0

Voice Activated Dialing

Voice Activated Dialing allows Norstar Voice Mail users the ability of directing

their own calls by using the Company Directory and speaking the name of the

person they want to reach. The Voice Activated Dialing feature is accessed by

pressing

·°°

. Voice Activated Dialing can be accessed from any

Norstar set, including analog sets attached via an Analog Terminal Adapter (ATA).

The Voice Activated Dialing feature performs similarly to the way the Speech

Recognition Automated Attendant operates, with these differences:

• After the user presses

·°°

, a tone is heard after which the

user speaks the name of the person they want to contact.

No Matches found

is displayed when the user fails to provide a name, or provides an invalid name.

•When users are transferred out of Voice Activated Dialing, because there is no

voice match or there is three errors, they are routed directly to the regular

Company Directory.

• The

DIR

softkey or the

key can be used to transfer out of Voice Activated

Dialing feature and into the regular Company Directory.

• The Voice Activated Dialing confirmation prompt plays only the recorded

name back to the user.

• Users confirm a voice match by pressing

or the

key rather than saying

“yes”. If the user does not confirm the voice match within three seconds, the

Voice Activated Dialing proceeds as if

was pressed. Users decline the voice

match by pressing

RETRY

or the

•

key. After a selection is declined, Voice

Activated Dialing presents the next homonym (if there is one) or re-prompts the

user to say the name again.

P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide

Setting up the Speech Recognition

Automated Attendant

Programming overview

The Speech Recognition Automated Attendant must be set up by using Norstar

Voice Mail Manager.

Note:

In order to record voice prompts or greetings using Norstar Voice Mail

Manager, the PC must have voice recording capabilities. If the PC running

Norstar Voice Mail Manager does not have voice recording capabilities,

you can record customized voice prompts and greetings from a Norstar two-

line telephone.

A Norstar two-line telephone can be used to set up the following Speech

Recognition Automated Attendant features:

• Enabling or disabling the Voice Activated Dialing feature

• Enabling or disabling the Speech Recognition Automated Attendant per

Greeting Table

•Customizing the Speech Recognition Automated Attendant voice prompts and

greetings

Any other Speech Recognition Automated Attendant programming must be done

by using Norstar Voice Mail Manager

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