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Speech Applications Builder Configurator User Guide • May 15, 2004 • page 52 of 116

•

if you want the step to confirm the data it has captured only if the recognition result has a

confidence value below a certain threshold, leave the

Explicit confirmation

box unchecked

and set the slider controls to the thresholds you require

Figure 41. Setting up confirmation handling 2

When using a Nuance recognizer

: to set a confidence value of approximately zero, position the pointer slightly

above zero. If you set it to zero SAM will use the Global Setting of 50.

the Acceptance Confidence Threshold sets a confidence limit on the recognition result.

If the result has a confidence value above this threshold, it is accepted without
confirmation. If it has a confidence value below this threshold it is played back to the
caller who is asked to confirm that it is correct

the Acceptance Confidence Margin specifies the margin by which the result with the

highest confidence level must beat the remaining results to be considered correct

the Confirmation Acceptance Confidence Threshold sets a confidence limit on the

recognition result of the confirmation dialog.

•

Set the Voice Properties (

Confirmation Voice Dialog Properties

), see page 47.

•

A caller who responds to the confirmation question with a no-match utterance (nonsense) or

with silence, is handled by setting

Confirmation No Match

and

Confirmation No Input

respectively.

Summary of Contents for SAB

Page 1: ...Avaya Speech Applications Builder Configurator User Guide May 15 2004 ...

Page 2: ...ny including but not limited to human and data privacy intellectual property material assets financial resources labor costs and legal costs Your responsibility for your company s telecommunications security The final responsibility for securing both this system and its networked equipment rests with you an Avaya customer s system administrator your telecommunications peers and your managers Base ...

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Page 4: ...Solutions 200 Ward Hill Avenue Haverhill MA 01835 USA Attention Avaya Account Manager Web http www avayadocs com E mail totalware gwsmail com Order Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center The support telephone number is1 800 242 2121 in the United States For additional support telephone numbers see the Avaya We...

Page 5: ... GUI 9 The structure of a dialog flow 10 Prompts 13 The SAB database 14 Debugging facilities 14 Version control 14 Starting SAB 16 Logging in 16 Entering the License Key 17 Changing your password 17 Exiting SAB 18 The SAB GUI 19 The Menu bar 20 The Tool bar 21 Context menus 23 The Browser 24 The Dialog Modeler window 29 The Dialogs tree 33 Classification 34 Adding a new dialog flow 34 Checking in ...

Page 6: ...e 82 Adding a new recorded prompt 82 Searching for a prompt 87 Viewing a recorded prompt 87 Editing a prompt 88 Exporting and importing prompt files 89 Persona 90 The Component Workbench 92 Importing components 92 The Administration resource 93 Dialog Configuration 93 Debugging a dialog 100 Dialog Analysis 100 Run Debug 102 System Preferences 105 Dialog Modeler 105 General Preferences 107 Appendix...

Page 7: ...ncluding how to create and manage SAB prompts The Component Workbench see page 92 describes how to import and manage additional SAB components The Administration resource see page 93 describes how to configure aspects of the SAB Configurator Debugging a dialog see page 100 describes debugging facilities System Preferences see page 105 describes the various system configuration options Appendix A s...

Page 8: ... Hardware requirements Minimum speed required for platform 500MHz Minimum memory required for platform 512MB RAM Software requirements Speech Applications Builder Voice Applications Configurator Tool Operating System Speech Applications Builder has been verified to run under Windows 2000 However it should also be capable of running under any operating system that supports Java 1 4 1 ...

Page 9: ...cesses which retrieve data and perform data manipulation rules which allow branching or decision making interrupt which is used to provide an alternative dialog flow in response to a particular recognition result such as the caller saying Help or Main Menu For an overview of how the components are used see page 10 For a List of Components see page 108 The SAB GUI SAB dialogs are developed using th...

Page 10: ...pes of component dialogs processes and rules An instance of a component is called a step Figure 1 The different step icons left to right dialog process rule and Begin Dialog step When you create a new dialog flow see page 34 SAB automatically creates a Begin Dialog step and an End Dialog step Figure 2 The Dialog Modeler window showing the Begin Dialog step orange and the three types of component d...

Page 11: ...s that perform speech recognition also handle confirmation Was that 1234 if required no input or silence I m sorry I did not hear anything Please say it again no match I m sorry I did not understand that Please say it again misrecognition Process steps Process steps handle data Figure 2 shows a process step that accesses a database to retrieve the customer record associated with a particular loan ...

Page 12: ... Jones Figure 3 A complex rule For more information about defining rules see page 64 Triggers Certain types of event including loggable events and Java exceptions can be handled using triggers These are typically short alternative dialog flows that are run when the triggering event occurs There are five types of trigger Exception evaluated only when an exception occurs in the underlying code Befor...

Page 13: ...hen it detects a response and performs the recognition For example Typed Variable dragged and dropped from a list of previously defined variables Typed Command dragged and dropped Typed Did you say caller_data BARGE IN_ON Please say yes or no Figure 4 The construction of a typical confirmation prompt When the dialog flow is run SAB sends the text of the prompt to the Text To Speech TTS synthesizer...

Page 14: ...nent Workbench see page 92 When the SAB Configurator is updated both the Configurator and the SAB database are uninstalled It is therefore essential to export all dialog flows to file see page 77 before uninstalling SAB The dialog flows can be re imported after the Configurator has been upgraded Debugging facilities The Speech Applications Builder provides facilities for analyzing and debugging a ...

Page 15: ...ment and then to the decommissioned phase the decommission environment o When a dialog flow is in the tool environment it can be edited o When the dialog flow has been migrated to the production environment it can be viewed and executed but cannot be edited o When a dialog flow has been migrated to the decommission environment it cannot executed However the decommissioned version can be copied wit...

Page 16: ...ns Builder Logging in If this is the first time you have opened the Configurator SAB will ask you to enter a License Key see page 17 Otherwise SAB displays the User Authentication dialog box which asks you to enter a UserID and Password For details of how to change your Password see page 17 The SAB Configurator is installed with the following defaults UserID administrator Password password To log ...

Page 17: ...g box Figure 6 License Key dialog box 2 Click OK Changing your password To change your password 1 Open the SAB Configurator 2 Either click Change Password on the User Authentication dialog box see page 16 or from the Configurator Menu bar select File Edit System Preferences 3 Select User Preferences 4 Click on Change Password SAB displays the following dialog box Figure 7 Change Password 5 Enter y...

Page 18: ...er Configurator User Guide May 15 2004 page 18 of 116 Exiting SAB To exit SAB select File Exit If you have made unsaved changes to a dialog flow SAB will ask you if you want to save the dialog flow Figure 8 Save warning message ...

Page 19: ...enu bar and Tool bar running along the top which display both generic and context sensitive options a Browser on the left which is a tool used to display search for and manage dialogs and their related resources and to perform system administration an area on the right that is primarily used to display the Dialog Modeler which is used to create and manage dialog flows This area is also used to o c...

Page 20: ...used to develop a new dialog flow See page 34 Imports a Dialog Model from a File Used to import an SAB file stored outside the SAB database See page 79 Dialog Model Exports the Dialog Model to a File Used to save an SAB dialog flow file to a location outside the SAB database See page 77 When a dialog flow is selected in the Browser Save Saves the currently selected dialog flow in the SAB database ...

Page 21: ...he top of the SAB Configurator provides short cuts to some of the options available from the Menu bar Generic buttons Add Organization Add Opens a drop down menu of create new item options Organization Node Environment For example a QA environment This would be similar the Production environment in that dialog flows could not be edited Permission Type Add Dialog Opens an Add New Dialog dialog box ...

Page 22: ...ment checking in and checking out ensures that only one user can work on a dialog at any time Check in a Dialog Model Closes the editable version of the dialog flow and makes it accessible to other users Copy Dialog Model and selected version Copies the selected version of a dialog flow creating an exact copy labeled copy Increments the Version of the Selected Dialog Version Copies the dialog and ...

Page 23: ...nus Many of the options provided on the Menu bar and Tool bar are also presented on pop up Context menus which can be displayed by right clicking on an icon in the Browser right clicking in the Dialog Modeler window The options presented in a pop up menu are relevant to the task being performed Refresh Tree From Here Refresh Tree From Here is available from the Browser pop up menus at strategic po...

Page 24: ...howing the Dialogs Prompts Component Workbench and Administration resources Dialogs is used to manage dialog flows See page 33 Prompts is used to manage prompts See page 82 The Components Workbench is used to import new components and manage existing components See page 92 Administration is used to manage SAB See page 93 In some respects the tree displayed in the Browser acts like a typical direct...

Page 25: ...which is in effect a leaf node SAB displays the Dialog Model Version Index shown in the Figure below which lists all the versions of the dialog flow available and you can open the version you require by clicking on the entry Figure 13 Part of the Dialog Model Index Alternatively you can expand the dialog flow in the tree and open a particular version of the dialog flow by clicking on the version n...

Page 26: ...er displays its Search engine in the Dialog Modeler window 2 Type the name or partial name of the entity you want to find into the Name field If you have used a partial name ensure that the Partial Match box is also checked 3 In the case of a dialog flow or a prompt you can select the environment you want to search Any environment searches all environments this is the default Tool searches the Too...

Page 27: ...Thumbnail and zoom facilities When a dialog flow is open in the Dialog Modeler window the Browser also provides a thumbnail view of the entire dialog flow outlining the area that is also displayed in the Dialog Modeler window with a red border Figure 15 The Browser thumbnail view ...

Page 28: ...lications Builder Configurator User Guide May 15 2004 page 28 of 116 a zoomed view of the dialog flow which can be scrolled by moving the cursor around the Dialog Modeler window Figure 16 The Browser zoomed view ...

Page 29: ...side The Dialog Modeler window contains the following tabbed worksheets Worksheet Function Dialog Modeler The default worksheet which is used to create and edit dialog flows by drawing Trigger Modeler Used to create alternative dialog flows to handle specified events occurring in this dialog flow Note that triggers can also be set up within the individual component steps and if these exist take pr...

Page 30: ...sed to analyze paths through the dialog and check for unreachable Steps steps that cannot be executed See page 100 Run Debug Used to test the dialog in the debugger test environment See page 102 Event Log Logs development events such as Save and Export Drawing facilities The Dialog Modeler window provides a canvas on which the dialog flow is drawn and a set of drawing tools accessed in either of t...

Page 31: ...he selected component is a dialog step you must select one of the result bars or this button remains grayed out See page 41 Edit selected step Opens the Edit Step dialog box which allows you to configure the dialog step See page 42 Check if selected step is valid Checks that the step is connected to the rest of the dialog flow and that all the variables required have been defined See page 67 View ...

Page 32: ...wn list accessed from the blue title bar at the top of the Dialog Modeler window Figure 18 The Dialog Modeler window title bar showing drop down list The dialog flow currently displayed in the Dialog Modeler window can be closed by clicking on the Close button at the right of the title bar Component configuration details When a component is selected its configuration details are displayed in the w...

Page 33: ...g flows and a sub dialog flow may have sub flows of its own Dialog flows are managed in the Dialogs tree Figure 20 The Browser showing the Dialogs tree The Dialogs tree provides a list or tree of dialog flow folders in the Browser window a Dialog Search engine see page 73 a version control mechanism see page 37 a dialog flow design facility in the Dialog modeler window see page 38 The options pres...

Page 34: ...under Banking Figure 21 The Dialogs directory structure showing Classification The Classification path is specified when the dialog flow is created or renamed see page 75 Adding a new dialog flow To add a new dialog flow 1 Click anywhere on the Dialogs tree in the Browser window Do one of the following Select Dialog Model Add Dialog Model from the Menu bar Click on the Add button and select Add Di...

Page 35: ...the following methods one level at a time for example enter Banking in the first Classification Path field Voice Runner automatically displays another Classification Path field enter DirectDebit in the second in a single string for example enter Banking DirectDebit separated by a period in the first field 3 Enter a dialog flow Name 4 Click Finish SAB allocates a default version number of 1 0 to a ...

Page 36: ...15 2004 page 36 of 116 It lists the Dialog Model name in the Dialogs tree and opens a read only version of the new dialog flow complete with Begin Dialog and End Dialog steps in the Dialog Modeler window Figure 23 The Dialog Modeler window at right hand side ...

Page 37: ...The read only warning message While a dialog flow is checked out no other developer can edit it though he or she may open another read only version The dialog flow should be checked in when you have finished editing Checking out To check out a dialog flow 1 Click the Check out button in the Tool bar SAB confirms that the dialog flow has been checked out Figure 25 Check out confirmation message 2 C...

Page 38: ...t again 3 SAB displays the check in confirmation message Figure 27 Check in confirmation message Building a dialog flow Dialog flows and sub flows Interactions between the caller and the automated system are handled by dialog flows Depending on the nature of the interaction a dialog flow may consist of one single level flow or of a main top level flow with one or more sub flows A sub flow may have...

Page 39: ...etails Adding a dialog or process component To add a dialog component to a dialog flow 1 Click on the Add Component button SAB displays the Select Component dialog box Figure 28 The Select Component dialog box showing the Search Dialog tab selected 2 Select the Search Dialog tab to find a dialog component the Search Process tab to find a process component 3 Do one of the following to find a specif...

Page 40: ...rect the search you can also compile a list of exclusion criteria by clicking on Add Figure 29 The Select Component dialog box showing the Add button center SAB displays the Select Categories dialog box Figure 30 The Select Categories dialog box showing a selection of valid categories ...

Page 41: ...omponent you require A brief description of the component appears in the Description field 6 Click Use The cursor changes to a hand holding a component symbol 7 Click on the canvas of the Dialog Modeler window SAB pastes the component onto the canvas You can reposition it by clicking on it in the case of a dialog component click on its title box dragging it to a new position and dropping it Adding...

Page 42: ...ision point the grey diamond shown in the Figure below that can be used to add a rule to allow branching see page 64 Figure 32 A connection between two dialog steps Setting up or editing a dialog step To set up or edit a dialog step double click on the title box of the component SAB displays the Edit Step dialog box Figure 33 The Edit Step dialog box of the Question component used to edit dialog s...

Page 43: ...to confirm it Both the prompt used and the circumstances under which confirmation is required are configured on the Confirmation page see the Figure above Handle other behavior by the caller for example o disconfirmation by playing out a prompt that repeats the initial request to the caller for example Please repeat your selection red blue or yellow This is configured on the Misrecognition page se...

Page 44: ...ariable data in the prompt select the Folder Data tab and drag and drop the appropriate variable into The question to ask field Note that the step must be linked to previous steps before SAB can populate the Folder Data field if you want to specify an existing wav file stored in the SAB database click on the Prompts tab browse to the file and drag and drop it into The question to ask field if you ...

Page 45: ...e May 15 2004 page 45 of 116 A prompt can be built up from several of these elements for example Figure 35 Defining a prompt Dynamic information is formatted for example as a date or an amount of money using variable handlers Figure 36 A variable token ...

Page 46: ...hing prompts This tells SAB to search through the stored prompt files select the audio file with the same name as the variable token and play it out A tree of prompt folders is displayed in the dialogue box Select the appropriate folder this will narrow the search and speed up retrieval of the prompt file at runtime c Check either of the following Match whole phrase only if SAB cannot find the app...

Page 47: ...logStep Default Digit Sequence TTS Reads a string of digits as a sequence of digits for example three nine one not three hundred and ninety one Character Prompt Reads a single character Typically used for constructing phonetic alphabet prompts for example Was that A for Alpha Date Use with any of the Date dialog components Reads a numerical variable as a date Money Use with any of the Money dialog...

Page 48: ...h recognition time will be unnecessarily increased Note that the recognizer times out after Complete Timeout when it has a complete match to an active grammar it uses Incomplete Timeout when the speech is an incomplete match to an active grammar Complete Timeout should always therefore be set to a slightly lower value than Incomplete Timeout Incomplete Timeout The Incomplete Timeout parameter sets...

Page 49: ...d VS Accuracy The Speed VS Accuracy parameter controls the trade off between recognition speed and recognition accuracy A value of 0 specifies the fastest recognition a value of 100 specifies highest accuracy Universal Some platforms provide optional universal command grammars to recognize utterances such as Help Cancel or Exit which are always active The Universal parameter is used to specify whi...

Page 50: ...short snatch of audio The Fetch Audio Delay parameter sets the time interval that must elapse at the start of a fetch delay before the audio clip is played See Fetch Audio Minimum The default interval is platform dependent Fetch Audio Minimum The Fetch Audio Minimum parameter specifies the minimum length of time an audio clip is played once started even if the fetch result arrives in the meantime ...

Page 51: ...the previous step A confirmation prompt typically has the following format Typed Variable dragged and dropped from a list of previously defined variables Typed Command dragged and dropped Typed Did you say caller_data BARGE IN_ON Please say yes or no Figure 39 A confirmation prompt if you want the step to confirm the data it has captured in every case check the Explicit confirmation box Figure 40 ...

Page 52: ...imit on the recognition result If the result has a confidence value above this threshold it is accepted without confirmation If it has a confidence value below this threshold it is played back to the caller who is asked to confirm that it is correct o the Acceptance Confidence Margin specifies the margin by which the result with the highest confidence level must beat the remaining results to be co...

Page 53: ...ow Define the prompt wording Configure the recognition parameters Voice Properties Different sets of voice properties may be configured for each recognition A step may be configured via the Settings page shown in the Figure above to re prompt the caller once or more than once and each prompt may be worded differently The dialog box defaults to the Level 1 prompt to add another prompt click Add Fig...

Page 54: ...e data such as a postcode or an amount of money Speech recognition Components that are designed to recognize a standard item of data such as a date a time or a weight have built in grammars that will recognize any valid response For these components it is typically only necessary to specify a result variable This is done on the Results page Figure 44 The Edit Step dialog box of the Weight componen...

Page 55: ...ds if appropriate and SAB uses these to generate a recognition grammar These recognitions are typically configured on the Choices and Results page Figure 45 The Choices and Result page of the Question component Edit Step dialog box To add a valid response 1 Click Add Value SAB displays Add Value dialog box Figure 46 The Add Value dialog box 2 Enter the word to be recognized in the Return Value fie...

Page 56: ...atives Add button SAB displays the first page of the Attach Values wizard Figure 47 Attach Values 1 5 Click Next SAB displays the second page Figure 48 Attach Values 2 6 Enter the synonym in the Substitute Word field Click Finish SAB re displays the Add Value dialog box with the alternative word shown in the Alternatives field ...

Page 57: ... of the Edit Step dialog box Figure 50 The Edit Step dialog box of the Question component showing a valid response defined To define another valid response repeat from Step 1 above Select or create the result variable External grammars Some components such as the SpecifiedGrammarQuestionDialogStep allow you to specify more complex grammars which are defined using GSL for a Nuance speech recognizer...

Page 58: ...me field It is not necessary to include the file extension 4 Specify how the recognition results are handled by defining the Slot Names as follows a Click on Add Value SAB displays the Add Value dialog box Figure 52 The Add Value dialog box b Enter the first Slot Name associated with the grammar rule c Enter the variable into which the value associated with the slot the semantic value of the recog...

Page 59: ...planation of prompt levels see page 53 Figure 53 The No Input page showing a typical No Input prompt No Match If the caller says something that does not match any of the choices defined on the Choices and Results page the dialog step plays the prompt that has been defined on the No Match page For an explanation of prompt levels see page 53 Figure 54 The No Match page showing a typical No Match pro...

Page 60: ...figure the general behavior of the dialog step Its contents are component specific For example the Settings page of the Question dialog step allows you to set Maximum reprompts allowed for confirmation Maximum reprompt Maximum disambiguation prompts allowed The Settings page of the Call Redirect dialog step allows you to set the target address enable or disable tromboning And the Settings page of ...

Page 61: ...tatic or derived from a recognition result or retrieved from a database To set up a process component 1 Double click on the process step icon SAB displays the Edit Step dialog box 2 The majority of Process components are configured via a single page called Default The data that must be entered is component specific As you build a dialog flow SAB automatically makes available to the current compone...

Page 62: ...l triggers Handling exceptions If an exception occurs in a flow and no Exception trigger has been defined the flow will fail There are three ways handle an Exception trigger try the step again skip over the offending step elegantly end the call To configure the flow either to try the step again or to skip over the step it is necessary to include an ExceptionFlowControlStep in the trigger dialog fl...

Page 63: ... be executed whenever the trigger dialog flow is run The ExceptionFlowControlStep is used to specify how the runtime environment should return from the exception trigger Figure 57 The ExceptionFlowControlStep To configure the step 1 Select the appropriate Runnable Step Assignment id from the drop down list This indicates the step that has triggered the exception 2 Select the instruction required T...

Page 64: ...ce step and the step that must be executed if the rule yields a TRUE result secondly add a connection between the source step and the step that must be executed if the rule yields a FALSE result 2 Double click on the decision point on the TRUE path SAB opens the Rule Editor dialog box Figure 58 The Rule Editor dialog box 3 Enter a brief description This will be displayed next to the rule in the Di...

Page 65: ...uide May 15 2004 page 65 of 116 5 Select the component you require using the search facility see page 39 Figure 59 The Select Component dialog box 6 Click Use SAB displays the undefined rule in the Rule Editor dialog box Figure 60 The undefined rule ...

Page 66: ... point in the dialog flow It must have no entrance point but should lead to a typically short dialog flow designed to handle the caller s command Once an interrupt step has been added to a flow the specified phrase will interrupt any step in the same flow that performs a recognition that can detect what the caller has said If required when the alternate flow has completed you can route the caller ...

Page 67: ... validate a step 1 Click on the step The step is highlighted in yellow 2 Do one of the following right click on the component to display the pop up Context menu and select Validate Step click on the Validate Step button on the Dialog Modeler Tool bar If the step is valid SAB displays the result in a pop up message Figure 63 Step valid message If the step is invalid SAB displays a pop up error mess...

Page 68: ...Add Voice Runner displays the Add Data Type wizard 3 Select the data type required 4 Click Next 5 Enter a variable name and set the maximum and minimum occurrences set values of 1 for a variable or set the appropriate values for an array 6 Click Finish The variable is listed in the Required Data window Variable names must not start with a number or punctuation start with xml or XML contain spaces ...

Page 69: ... 2 Select the Dialog Models tab Figure 65 The Select Component dialog box showing the Dialog Models tab selected 3 Browse to the dialog flow you require and highlight it 4 Click Use The cursor changes to a hand holding a component symbol 5 Click on the canvas of the Dialog Modeler window SAB pastes the dialog flow onto the canvas as a single component You can reposition it by clicking on its title...

Page 70: ... lists in the Sub Process input column of the Input tab the input variables that you have already specified in the Required Data window Figure 67 The Sub Dialog step 2 Select the variable you want to assign 3 Click Edit SAB lists the variables visible to the sub dialog component 4 Select the variable you require and click OK To assign an output variable 5 Select the Output tab ...

Page 71: ... SAB lists the output variables you have already defined in the Output Data window Figure 68 The Output Data window 7 Select the variable you require and click Next 8 Select Add value to folder add variable or Replace value in folder overwrite variable Click Next Figure 69 The Output Mapping dialog box ...

Page 72: ...ent or a connection and break the flow of the dialog subsequent components will lose all reference to variables from components earlier in the flow the fields will be blank To replace the variables it is necessary to restore a connection then edit each component and re select the variable names To avoid this always draw an alternative connection possibly temporary before deleting a component or a ...

Page 73: ...orized members users who are permitted to edit the dialog flow The search engine SAB provides a search engine that can be used to search for the dialog flow you require To search 1 Click on a parent node in the Dialogs tree Voice Runner displays its Dialog Search engine in the Dialog modeler window 2 Type the name or partial name of the dialog flow you want to find into the Name field If you have ...

Page 74: ...dialog is available select the version number you require 4 Click Finish SAB displays the new dialog flow in the Dialogs tree Note that files are displayed in alphabetical order so Copy of will be displayed near the top of the tree Copy with an incremented version number Before a dialog flow can be copied with an incremented version number it must be migrated to the Production Environment see page...

Page 75: ...naming a dialog flow If the dialog flow you are renaming has a classification and you want to retain it you must include the classification path as part of the new name To rename a dialog flow 1 Right click on the dialog flow icon not the version number to display the pop up Context menu and select Rename Dialog Model SAB displays an Input dialog box Figure 72 Input dialog box 2 Enter the new name...

Page 76: ...g flow is valid If the dialog flow is not valid it displays a list of errors If the dialog flow is valid it migrates the dialog and displays a read only version in the Dialog Modeler window There is now a limited set of operations you can perform on the dialog flow Save Export Copy with incremented version number see page 74 Check in Decommission Generate war file for deployment Decommission To de...

Page 77: ... SAB is uninstalled all dialog flows and related resources stored within the SAB database are also deleted It is therefore essential to export dialog flows to file before uninstalling SAB The dialog flows can be re imported after the Configurator has been upgraded Multiple dialog flows To export multiple dialog flows 1 Expand the Dialogs tree 2 Do one of the following Click on the parent dialog th...

Page 78: ...ailable Figure 73 Export Dialog Model dialog box 1 3 Check the Dialog flows you want to export 4 Click Next SAB lists the available models of the dialog flows you have selected Figure 74 Export Dialog Model dialog box 2 5 Check the versions you want to export 6 Click Finish SAB displays the Save dialog box 7 Browse to the appropriate location and click Save ...

Page 79: ...g flow Figure 75 Export Dialog Model dialog box 1 3 Check the versions you want to export 4 Click Finish SAB displays the Save dialog box 5 Browse to the appropriate location and click Save Importing a dialog flow from file To import a dialog flow from file 1 Click on the Dialogs tree in the Browser window Do one of the following Select Dialog Model Imports a Dialog Model from File from the Menu b...

Page 80: ...page 80 of 116 3 Optionally enter an new dialog flow name Figure 76 Change name of imported dialog flow 4 Click Finish Problems with importing If the vra file contains out of date components SAB displays the following warning Figure 77 Out of date components warning ...

Page 81: ...cements Figure 78 Component replacements 6 Click Finish Step conflict If a component cannot automatically be upgraded to a new equivalent SAB displays Step Conflict information Figure 79 Step conflict dialog box To resolve the step conflict 1 Either select the appropriate new component from the drop down list or select Leave unconnected to delete the path 2 Click OK ...

Page 82: ...ng facility displayed in the Dialog Modeler window The options presented in the Menu bar and as buttons in the Tool bar are configured dynamically according to the feature you are using For a complete list of the Prompts menu options see page on page 20 for a complete list of Prompts buttons see page on page 23 Adding a new recorded prompt To add a new recorded prompt 1 Click on Prompts in the Bro...

Page 83: ...04 page 83 of 116 2 Optionally enter a classification path name see page 34 for an explanation of classification 3 Enter a prompt name 4 Click Next Figure 81 Add New Prompt 2 5 Specify the source of the new prompt an existing file or a new recording 6 Click Next ...

Page 84: ...ted to use an existing file SAB opens a file selection window Figure 82 Add New Prompt file selector 1 Select the wav file required 2 Click Next Save the prompt see page 86 Recording a new prompt If you have opted to record a new prompt SAB displays the recording tool shown below Figure 83 Add New Prompt 3 recording tool ...

Page 85: ...e Prompt Stop Prompt Save Prompt to File Remove selected audio Remove all but selected audio Clear To record a prompt 1 Connect a headset and microphone to the sound card on your computer 2 Click the Record button and say the prompt 3 Click the Stop button to stop recording To hear the recording click the Play button To re record the prompt follow the recording procedure described above ...

Page 86: ...s to generate a longer prompt so it is important to enter the wording correctly 3 Select the prompt language from the drop down list This information is used to select the correct version of the prompt file you can design an application to offer multiple languages by creating identically named sets of prompts in different languages the correct TTS engine 4 Select the persona from the drop down lis...

Page 87: ...ns dialog flows that are deployed and related prompts Decommission searches the Decommission environment This consists of dialog flows that have been taken out of deployment and related prompts 4 Click Search SAB displays a list of all matching prompts in the Dialogs modeler window 5 Click Show Details to display all available versions of the prompt Viewing a recorded prompt Prompt files in the To...

Page 88: ... removed Place the cursor at the start of the section press and hold the left mouse button drag the cursor to the end of the section then release the mouse button Figure 87 Editing a prompt 2 Click the Scissors button to delete the selected area Alternatively you can delete everything but the selected area by clicking on the Curly brackets button 3 When you select another resource SAB asks whether...

Page 89: ...owse to the file location and enter the appropriate filename It is not necessary to include the zip extension 3 Click Save Importing prompts from a zip file To import prompts from a zip file 1 Do one of the following click on the name of the directory in which you want to store the imported prompts in the Prompts tree then select Prompt Import Wave Zip right click on the name of the directory in t...

Page 90: ...ard set of inconsistent characteristics the persona can reinforce and develop the brand in a unique way Using an automated service is always a direct experience for the caller and the persona is the only aspect of a brand that customers interact with and may even develop a relationship with This makes it the ideal medium for transmitting positive marketing messages research has shown that callers ...

Page 91: ... SAB To implement a persona 1 Record the prompts using the appropriate voice artist and prompt wording 2 Create the prompts by specifying an existing file see page 84 3 Assign the appropriate persona type see page 86 SAB then stores the prompt in the SAB database with the appropriate persona label ...

Page 92: ...ays the Import Update Jar File dialog window Figure 89 Import Update Jar File dialog window 3 Click on the No File Selected button to navigate to and select the jar file you want to import The name and extension of the jar file are displayed in the Name and Document Extension fields a description of the components is displayed in the Description field 4 Select any dependent files 5 Click the Impor...

Page 93: ... all its resources It contains everything needed by the runtime part of the SAB platform Once the war file has been generated deployment is simply a matter of installing it on the servlet engine of choice To generate a war file 1 Expand the Administration tree 2 Click on Dialog Configuration SAB displays a Generate War File for Deployment button in the Dialog Modeler window 3 Click on the Generate...

Page 94: ...check the version number you want to deploy or check AutoUpdate 7 Click Next Figure 92 Dialog deployment war wizard 3 8 Check the environment you want the war file to run in Tool under construction Production for deployment If you have created a custom environment such as Testing it will be presented as an option here Click Next ...

Page 95: ... Dialog refresh time ms Specifies how often the system must check the database for updated flows only if the war file is generated with Auto update selected Defaults to 600 000 ms Servlet name Defines how the SAB servlet will be named to the application server Accept default Servlet URI mapping Defines what URI the application server should map the servlet to Application servers typically append t...

Page 96: ...t which resolves correctly from the machine where the runtime is to be deployed For example using the address localhost will only work if the database server is on the same machine as the runtime Parameter Description Is Datasource Determines whether SAB should interpret the database URL specified later as a JDBC connection string or as a Java datasource name Using a JDBC connection string results...

Page 97: ...elect Generating the war file may take a few moments Language When creating a prompt see page 86 you are asked to specify its language and SAB labels the prompt file accordingly This feature allows you to create a single application in multiple languages Some languages have multiple variants or locales for example US English UK English which are pronounced differently When you specify a language w...

Page 98: ... the Input dialog box with an empty field Figure 96 Input dialog box used to edit Language 4 Enter the corrected language name 5 Click OK Persona When creating a prompt see page 86 you are asked to specify a persona and SAB labels the prompt file accordingly This feature allows you to create a single application that uses multiple personae Persona is discussed in detail earlier SAB s list of perso...

Page 99: ...Prompt creation dialog box To remove a persona 1 Open the Persona tool see above 2 Select the persona name 3 Click on the Remove button The persona is deleted To edit a persona 1 Open the Persona tool see above 2 Select the persona name 3 Click on the Edit button SAB displays the Input dialog box with an empty field Figure 98 Input dialog box used to edit Persona 4 Enter the corrected persona name...

Page 100: ...cribes every path through the selected dialog flow The data it provides can be used to build test cases To view the Dialog Analysis window 1 Open the dialog flow 2 Check out the dialog flow 3 Select the Dialog Analysis tab SAB splits the right hand window into two areas then displays the entire dialog flow in the upper window and lists the individual dialog paths in the lower window Figure 99 The ...

Page 101: ...cess diagram select the path in the list and SAB will highlight it on the diagram in yellow see the Figure on page 100 6 You can edit see page 42 or validate see page 67 any of the dialog steps by right clicking on the step to display the pop up Context menu 7 To see the logic of the selected path click on the Details tab SAB displays the Details window Figure 100 The Dialog Analysis window with D...

Page 102: ...a dialog telephone it and watch the call flow as it happens You can open an individual dialog step and check its configuration as you hear it being executed To use the Run Debug facility 1 Open the dialog flow 2 Check out the dialog flow 3 Select the Run Debug tab SAB displays the Run Debug window Figure 101 The Run Debug window 1 ...

Page 103: ...eave unchecked if you are using a recognizer on the local server Remote Server Address Address or name of the server on which the recognizer is running Remote Server Port Port number of the remote server Local Server Address Address or name of the machine on which the SAB Configurator is running Local Server Port Port number of the local server Render Style Select the style in which VoiceXML is pr...

Page 104: ... to View Log of the event including any exceptions Data Before event and Data After event Process Model displays internal activity as the dialog runs The dialog flow is initially displayed grayed out as the call proceeds the path is highlighted If the debugging facility encounters errors or problems the highlighting halts where the problem has occurred The Process Model window provides four tools ...

Page 105: ...deler page presents the following options for configuring the Dialog Modeler window Figure 102 Dialog Modeler preferences Show Intuitive Path Lines Enables disables the display of the grey dotted lines that clarify complex connections especially connections that include multiple rules Show Step Icons Enables disables the display of the colored icons that appear on a dialog or process step indicati...

Page 106: ...default Truncate text Connector Type Offers a choice of the following conventions for displaying connections All straight lines All right angles only Right angled connections straight intuitive paths the default Show Action Icon Offers a choice of the following conventions for displaying action icons on the component steps Not at all Next to step icon In corner of step icon the default Any changes...

Page 107: ...general aspects of the SAB Configurator Figure 103 General preferences Confirm Delete Enables disables request for confirmation before an a dialog model or Prompt is deleted Note that SAB does not ask for confirmation before deleting a component step or connection even if Confirm Delete is enabled Query Save on Close Enables disables Save query message before closing an unsaved dialog flow ...

Page 108: ...p CallReceiveDialogStep CallRedirectDialogStep DynamicAnswerDialogStep DynamicGrammarQuestionDialogStep DynamicMenuDialogStep DynamicSayDialogStep DynamicSelectFromListDialogStep HangupDialogStep MenuDialogStep QuestionDialogStep RecordDialogStep SayDialogStep SelectFromListDialogStep SpecifiedGrammarQuestionDialog Dialog Basic YesNoDialogStep CharacterPromptHandler DefaultVariableHandler DigitSeq...

Page 109: ...rtiesFileNumericLookupTableStep EndProcess ExceptionFlowControlStep InsertNewVariables InterruptStep PromptLanguage PromptPersona ReRunLastDialogStep ReturnFromInterruptStep SetNumberVariable SetTextVariable StartProcess Control TerminateProcess AdditionStep TotalStep DivisionStep ExponentiationStep MathAbsoluteValue MultiplicationStep RoundNumber Core continued Process Math SubtractionStep ...

Page 110: ...ule DiffGreaterThanVariableRule EqualsVariableRule GreaterThanRule LessThanRule LoopRule RandomVariable Math RangeRule ContainsTextVariableRule EndsWithVariableRule StartsWithVariableRule TextDoesntExistRule TextExistsRule Core continued Rule String TextSubtext GetCorrelationIDProcessStep GetLastFourDigitsProcessStep Basic NumberRangeMappingProcessStep ICMDeliveredEventStep ICMNewCallMessageStep I...

Page 111: ...unScriptResult GenerateECCVariableProcessStep GetSingleECCVariableProcessStep InitialiseECCValuesListProcessStep ICM continued Process continued Variable SetSingleECCVariableProcessStep LetterSequenceDialogStep NumberDialogStep NumberSequenceDialogStep PhoneNumberDialogStep Basic WeightDialogStep List SelectFromListDialogStep Money MoneyDialogStep DateDialogStep MonthAndYearDialogStep MonthAndYear...

Page 112: ...WeekDayDialogStep Dialog continued Date continued YearDialogStep Money MoneyHandler Handler Date DateHandler List Merge ReplaceStep DumpFolderToLog SessionBeanClient Technical WriteToFileStep GetSystemTimeMillisProcessStep Process Time SystemDateAndTime Intermediate continued Rule List ItemExistsRule ...

Page 113: ...ce Identifier Reference xsd base64Binary Represents a base64 encoded arbitrary binary data xsd byte An integer data type with a range of 128 to 127 xsd date Represents a calendar data xsd datetime Represents a specific instance of time xsd duration Represents a duration of time xsd float Corresponds to the IEEE single precision 32 bit floating point type xsd hexBinary Represents arbitrary hex enco...

Page 114: ...tDebit folder which is located in the Banking folder Component A pre defined segment of a voice driven application A dialog flow is built by selecting and configuring pre defined components and connecting them together in a call flow There are three main types of component dialogs processes and rules An instance of a component is called a step Confidence Score A value that indicates how certain th...

Page 115: ...ormal informal the speed at which it talks more subtle qualities such as perceived friendliness authority or patience When a person interacts with another person both parties assume well defined roles that allow them to interpret the other s intentions anticipate what he or she will do next and react accordingly One way to create an automated telephone service that is easy to use is to give it a c...

Page 116: ...S Text To Speech synthesizer Synthesizes a speech equivalent of text and returns it to SAB to be played out to the caller Synthesized speech is particularly useful during the development of an application but for a deployed system many service providers prefer to use a recorded voice ...

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