Some days ago I helped one guy to solve his problem with the voice menu in his UCCX script. He had UCCX integrates with Nuance ASR and he was asked to provide a menu with both voice and DTMF input in his UCCX Script. Let me show you, how it can be configured.
First of all, I asked him to send me some screenshots from his UCCX Script Editor to see how it was configured at all. Below you can see a part of his UCCX Script:
So this script plays a message with the list of option for the menu and then the customer can select the option in this menu by simply saying this option verbally (like saying “District Court“) or dialing a DTMF digit from his phone (DTMF 1 for District Court, DMTF 2 for Circuit Court and so on). In order to provide a menu with voice recognition, the guy used a Simple Recognition step. This step was specially designed and included to UCCX Script Editor for such menus.
The Simply Recognition step uses an ASR grammar to specify the words, which can be recognized by the ASR system. And the grammar was created in the script with a Create Menu Grammar step, which you can see above the Simple Recognition step. Of course, I wanted to examine the properties of the Create Menu Grammar step, and this is what I saw in the screenshot with the properties:
It was very easy for me to identify the source of the problem. He added only the words for the expected voice input, but he didn’t add the words for DTMF digits into his grammar. So let’s add them and solve the issue. I recommended to him to add the following:
| Grammars | Tags |
| “dtmf-1” | “District” |
| “dtmf-2” | “Circuit” |
