The caller selects 1 or says the word sales to route the call to the node called salesNode. The caller selects 2 or says the word support to route the call to the node called supportNode. The caller selects 3 or says the word address to route the call to the node called addressNode.

DTMF	Grammar	Goto Node
1	Sales	salesNode
2	Support	supportNode
3	Address	addressNode

The spoken input can be expanded to include words that you are expecting the caller to say. For example, to accept any one of yes, yep, and yeah as valid responses to the same DTMF option, enter as grammar values yes || yep || yeah. A double pipe character || separates the voice inputs.

The DTMF and grammar input fields accept a limited character set. The DTMF input field accepts only numeric characters and the asterisk (*). The grammar input field accepts UTF-8 alphanumeric characters, pipe(|), and underscore (_).

If voice input is switched off, the grammar input field can be left blank.

Ensure the grammar matches the specified language.

The number of menu items should not exceed 7 as a best practice although the menu node does not impose physical limits on the number of menu items.

Text to Speech

Specify each of the prompts to play to the caller.

The Add Pause, Volume, Pitch, Emphasis, Say As, and Rate menus above the TTS prompt apply SSML parameters. See Text-to-Speech Prompts.

Prompt	Description
Prompt	The caller hears this prompt first. The prompt tells the caller what to do. Example: Press 1 or say sales for sales inquiries. Press 2 or say support for support. Press 3 or say address for our address and contact details.
Fallback Prompt	The caller hears the fallback prompt when the system fails to hear the caller's response, or the caller's response is not understood. Typically, the fallback prompt repeats the menu options or provides greater context on the menu.
No Input Prompt	The caller hears the no input prompt, followed by the fallback prompt, when the caller does not respond to the prompt.
No Match Prompt	The caller hears the no match prompt, followed by the fallback prompt, when the caller's response to the prompt is not understood. Studio uses natural language so no match indicates a high transcription confidence score.

Speech Recognizer

Field	Description
Speech Controls	Select whether the caller is allowed to Barge In. Barge In enables the caller to interrupt the system and progress to the next prompt. It enables experienced callers to move rapidly through the system to get to the information that they want. You may want to disable barge in at key times, such as when your prompts or menu systems change. Select Disable Voice Input to turn off grammar detection and allow only DTMF inputs.
Minimum Transcription Confidence Score	When the Minimum Transcription Confidence Score is higher than the confidence score, the call is directed to the No Match Event Handler. The confidence score is a representation of the system's confidence when interpreting caller input. The confidence score is a numeric value between 0 and 1: 0 meaning no confidence and 1 meaning complete confidence. An example confidence score is 0.45.
Inter-Digit Timeout (Seconds)	Select the time in seconds to wait between each DTMF key press. The longer the timeout, the greater the allowable time between each key press. When the timeout is reached, Studio finalizes the collected DTMF input so far and moves on to the next node in the call flow.

Field

Description

Speech Controls

Select whether the caller is allowed to Barge In. Barge In enables the caller to interrupt the system and progress to the next prompt. It enables experienced callers to move rapidly through the system to get to the information that they want. You may want to disable barge in at key times, such as when your prompts or menu systems change.

Select Disable Voice Input to turn off grammar detection and allow only DTMF inputs.

Minimum Transcription Confidence Score

When the Minimum Transcription Confidence Score is higher than the confidence score, the call is directed to the No Match Event Handler.

The confidence score is a representation of the system's confidence when interpreting caller input.

The confidence score is a numeric value between 0 and 1: 0 meaning no confidence and 1 meaning complete confidence. An example confidence score is 0.45.

Inter-Digit Timeout (Seconds)

Select the time in seconds to wait between each DTMF key press. The longer the timeout, the greater the allowable time between each key press. When the timeout is reached, Studio finalizes the collected DTMF input so far and moves on to the next node in the call flow.

Event Handler

The event handler routes the call to a task canvas. If the canvas has not been created yet, type the name of the canvas. Each event handler has a count value specifying the number of attempts to run before triggering the event handler.

Event Handler	Description
No Input Event Handler	Select a task canvas. The call is routed to the canvas if no input is detected from the caller after multiple attempts.
No Match Event Handler	Select a task canvas. The call is routed to the canvas if no match is detected from the caller after multiple attempts.

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.

Studio uses Lumenvox as the ASR provider.

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.
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.

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.

Confirmation

Use the confirmation tab to prompt the caller to confirm their response.

Condition	Description
Not Required	The caller does not confirm their response. This is the default behavior.
Required	The caller is required to confirm their response.
Speech Recognizer Confidence	The caller is required to confirm their response if it falls bellow the speech recognizer minimum transcription confidence score. The confidence score is representative of the system's confidence when interpreting the caller's response. Raise the Minimum Transcription Confidence Score to require a higher level of accuracy from the caller.

Condition

Description

Not Required

The caller does not confirm their response. This is the default behavior.

Required

The caller is required to confirm their response.

Speech Recognizer Confidence

The caller is required to confirm their response if it falls bellow the speech recognizer minimum transcription confidence score.

The confidence score is representative of the system's confidence when interpreting the caller's response. Raise the Minimum Transcription Confidence Score to require a higher level of accuracy from the caller.

Configure these settings for the case where the caller confirms their response.

Settings	Description
Barge In	Select the box to enable Barge In. Barge In enables the caller to confirm their response before the confirmation prompt has finished playing. It enables the caller to move rapidly through the call flow. The caller may miss the confirmation prompt repeating their response.
Confirmation Prompt	The caller hears the confirmation prompt. Include [user_input] to play the response the prompt is confirming. If there are multiple response values, [user_input] captures the first value. Example: You entered: [user_input]. Say Yes or press 1 if this is correct. Otherwise say No or press 2.
No Input Prompt	The caller hears the no input prompt when the caller does not confirm.
No Match Prompt	The caller hears the no match prompt when the caller's confirmation response is not understood.
Maximum Number of Attempts to Confirm	After the maximum number of attempts to confirm the response the call flows to the No Match Event Handler.
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.

Menu

Node

Language

Grammar Conditions

Text to Speech

Speech Recognizer

Event Handler

Advanced ASR Settings

Confirmation