When a caller says just one name (first or last) and that name applies to more than one user, the system will cross-reference against a list of all the possible names and play the voice title recordings of each potential match and then letting the user make the final selection. The list of possibilities is generated by combining the TeleVantage Name Directory with a user-defined list of first name alternates.
You can add alternates for each of the first names of users in the Assistant Configuration window. If someone in your company is named Jim Ford, an alternate of James can be entered for Jim and the system will recognize either James Ford, Jim Ford, James or Jim. If more than one person has the name Jim or James, and the system recognizes either of them, it will select all of the users that qualify and play their names for the caller to select from.
First names are selected from the drop-down list of users in TeleVantage. When a name is selected, the list of corresponding alternates is displayed below. New entries can be made by entering the name in the Alternate Name box and pressing the "Add" button. Names in the list can also be selected for correction or removal using the "Update" and "Remove" buttons respectively. As changes are made for a given name, the "Apply" button is enabled to update the changes to the database, however, changing to another "First Name" will also post the previous name's changes to the database.
A further option is available to assign the names of particular departments or services, such as "Customer Service", to an individual. For instance, if Mike Smith answers technical support calls, the name "Technical Support" can be used to direct those calls to him or, if Mike Smith takes over the responsibilities of a former co-worker, calls to that person can be redirected.
Complete Help Topic List | Speech Assistant Product Information