Custom Forms

Create a custom form type to use with the Form node.

The custom form type defines the accepted responses to the form as DTMF and grammar values in a datastore.

Prerequisite

Create the datastore with the DTMF and grammar columns. For the grammar component, separate synonymous grammar values with a double pipe || character.

An example illustrates this. The table represents the datastore. For the first option, the caller selects 1 or says the word small. For the second option, the caller selects 2 or says the word medium or regular. For the third option, the caller selects 3 or says the word large.

DTMF	Grammar
1	small
2	medium \|\| regular
3	large

Additionally for the grammar column, ensure the language matches that specified on the Form node. Grammar supports UTF-8.

Name

Give the custom form type a name.

Description

Describe the form type. This is not a required field, but it may help to document what the form type does.

Datastore

Select the datastore with the DTMF and grammar values.

Map DTMF

Select the column in the datastore with the DTMF values.

Map Grammar

Select the column in the datastore with the grammar values.

Advanced ASR Settings

Do not tune unless you have a clear understanding of how these settings affect speech recognition. Generally speaking, the default settings are the best. To return a setting to its default value, remove the value from the field and click outside the field.

The advanced ASR settings on the form node take precedence over these settings.

Studio uses Google or Lumenvox as the ASR depending on the ASR selected on the form node and your Studio business plan. All Studio business plans support Lumenvox.

These settings apply to Google and Lumenvox.

Timeout Settings	Description
No Input Timeout	Wait time, in milliseconds, from when the prompt finishes to when the system directs the call to the No Input Event Handler as it has been unable to detect the caller’s speech.
Speech Complete Timeout Speech Incomplete Timeout	Use these settings for responses with an interlude to ensure the system listens until the caller's speech is finished. Speech Complete Timeout measures wait time, in milliseconds, from when the caller stops talking to when the system initiates an end-of-speech event. Speech Incomplete Timeout measures wait time, in milliseconds, from when incoherent background noise begins and continues uninterrupted to when the system initiates an end-of-speech event. When your Studio business plan supports Google, Speech Complete Timeout should be longer than the Inter Result Timeout to prevent overlaps. To customize Speech Complete Timeout, disable Single Utterance.
Barge In Sensitivity	Raising the sensitivity requires the caller to speak louder above background noise. Applicable when Barge In is enabled. The scale is logarithmic. See Lumenvox Sensitivity Settings.

Timeout Settings

Description

No Input Timeout

Wait time, in milliseconds, from when the prompt finishes to when the system directs the call to the No Input Event Handler as it has been unable to detect the caller’s speech.

Speech Complete Timeout

Speech Incomplete Timeout

Use these settings for responses with an interlude to ensure the system listens until the caller's speech is finished.

Speech Complete Timeout measures wait time, in milliseconds, from when the caller stops talking to when the system initiates an end-of-speech event.

Speech Incomplete Timeout measures wait time, in milliseconds, from when incoherent background noise begins and continues uninterrupted to when the system initiates an end-of-speech event.

When your Studio business plan supports Google, Speech Complete Timeout should be longer than the Inter Result Timeout to prevent overlaps. To customize Speech Complete Timeout, disable Single Utterance.

Barge In Sensitivity

Raising the sensitivity requires the caller to speak louder above background noise. Applicable when Barge In is enabled. The scale is logarithmic. See Lumenvox Sensitivity Settings.

These settings apply to Google and are available only when your Studio business model supports Google.

Timeout Settings	Description
Speech Start Timeout	Wait time, in milliseconds, from when the prompt starts to play to when the system begins to listen for caller input. This is similar to the scenario where barge in is enabled.
Inter Result Timeout	Wait time, in milliseconds, from when the caller stops talking to when the system initiates an end-of-speech event as it has been unable to detect interim results. The typical use case would be for a caller reading out numbers. The caller might pause between the digits. It is recommended to keep the value shorter than Speech Complete Timeout to avoid overlaps. Inter Result Timeout does not reset if there is background noise. Speech Complete Timeout does reset if there is background noise. If there is background noise, Inter Result Timeout may be more reliable in determining when the speech is complete. By default, Inter Result Timeout is set to 0 and Single Utterance is turned on. To customize Inter Result Timeout, turn off Single Utterance. Set Inter Result Timeout from 500ms to 3000ms based on the maximum pause time in the caller response. When Single Utterance is turned off and the selected ASR is Google Cloud Dialogflow, Inter Result Timeout cannot be set to 0. The value of Inter Result Timeout changes from 0 to 1000ms.
Auto Punctuation	Select to add punctuation to the caller's speech.
Profanity Filter	Select to remove profanities from the caller's speech.
Single Utterance	A single utterance is a string of things said without long pauses. A single utterance can be yes or no or a request, like Can I book an appointment?, or I need help with support. The single utterance setting is turned on by default. Turn off Single Utterance to customize Speech Complete Timeout and Inter Result Timeout. You may decide to turn off Single Utterance if the caller is expected to pause as part of the conversation. For example, the caller may read out a sequence of numbers and pause in appropriate places.