Using the Multilevel Module

1. Create a Multilevel Module by dragging one from the Module Menu The menu that contains all the Modules available for use in the program. You can drag Modules from this menu into the Call Flow View.Call Flow View The screen where you can see all the Modules in your project and how they relate. This is where you design and view how a customer’s call will flow through your Speech Driven Information System from beginning to end.. into the Call Flow View .  Name the Module .

2. Open the Multilevel Module by double clicking on the icon.  You’ll notice immediately, that instead of a Main A list of Actions that determine what will happen once the caller enters a Module. Each Module has its own unique Main. The Main is marked with an orange arrow. , the orange arrow is labeled Question #1.  In the Grammar The Grammar contains the words and phrases for which the program will listen in a given Module. Concepts, Phrases, Confirmations, Responses, and the Phrase Library are all part of the Grammar List. section, instead of the green book being labeled Grammar, it is also labeled Question #1.

3. Add a Vox A Vox is an Action that plays a sound file. You can record a Vox in your own voice directly from the Speech Driven Information System. You can also use the Audio Manager to import recordings or sound effects that you have obtained from other sources. to Question #1, where you ask a question.  This question should present your callers with a few choices.  For example, “Are you interested in the hours of operation for our Downtown location or our East Harbor location?”

4. In the lower left window, open the Grammar, by right clicking on the word “Question #1,” next to the small green book icon.

5. Choose “New Concept” from the gray list that pops up.

6. The “Create a Concept” dialog will open.  Type in a name for the first Concept A Concept is a general idea used to describe a group of Phrases. Phrases are the words for which the program will listen. For example, "Locations," "Your location," "Where you're located," and "Your address" are all Phrases that could be used within the Concept of "Locations.", corresponding with the options you gave the caller.

7. Select the appropriate boxes if you would like to add a Confirmation A Confirmation double checks with a caller to make sure the system understood their response. This way, your callers will not start receiving information about a topic they are not really interested in. Confirmations are always yes or no questions, such as, "Did you say you're interested in locations?" or Response A Response gives your customers an answer to their question or directs them to another Module that has the information they need. A Response can contain as many Voxes as you would like AND/OR a Goto OR a Transfer OR a Hangup..

8. Type in the Phrases Phrases are all the individual ways that a Concept could be described and are the words and phrases for which the program will listen. Phrases are marked with a double quote. Each individual Phrase that makes up the Phrases is marked by a single quote. that callers could use to describe this Concept.  Click “Add” after each entry.

9. Click “OK.”

10. Add a Vox to the Confirmation.

11. Add a Vox to the Response.

12. You also need to add a Terminal Action An Action is a specific command that you can add to an Action List. There are five types of Actions: Vox, Listen, Goto, Transfer, and Hangup. to the Response, such as a Listen A Listen tells the program to listen to the caller. It will then try to match what they say to the information you enter in the Grammar. A Listen is a Terminal Action. This means it will be the last Action in an Actions List., if you are going to ask another question, or a Terminal Action (Goto, Transfer, Hang-up).
    
    

13. Repeat step 4-12 for each Concept you wish to add to the Grammar.

14. Add another question.  To do so, right click on the module name and select Add Main.

15. A “Set Question Count” box will pop up, and it will automatically be set to #2, since Question #1 is preset with the program.
    
    

16. Select "OK."

17. On the bottom part of the screen there is now a Grammar book for both Question #1 and Question #2.

18. Add a vox to Question #2 by right clicking on it’s orange arrow.

At this point:

• Expand Question #1 and Question #2 in the Main Section.  Each question has its own set of actions.  Each question should now have a Vox and a Listen.  After the Vox plays, the Listen Action tells the system to listen for the callers response to each question.

• Separate Grammars need to be set up for each Question.  Grammars, Phrases, Confirmations and Response are created in the Multilevel Module exactly as they are in the List Module.  The first set of Grammars corresponds to Question #1 and the second to Question #2.

• The Response should contain only a Listen, unless you added a Vox.  The Listen instructs the system to go to Question #2.

19. Add Concepts to the second set of Grammars.  In the tutorial example, these were the days of the week.  Add Voxes to your Confirmations and Responses, as well as a Terminal Action in your Response.   If you were going to ask another question, you would add a Listen as your Terminal Action and repeat the above steps from 14-19.

However, for this walk-through, let’s assume you only asked two questions.

At this point, the Responses you created will play regardless of how the caller answered Question #1.  To receive a response specific to how the caller answered Q1, you need to be able to override these Responses.

20. Highlight the Q1Concept that needs different Responses.  Notice that the word is now at the bottom of the list in Question #2.

21. Right click on the word in Question #2 and select “Override Main Concepts.”  A list with the Concepts in Question #2 will appear.  Click on the Question 2 Concept you want to override and select "OK."  Of course, you may select more than one but for now, let’s assume you only want to override a single Concept.

22. Click OK.
    
    

23. Expand the Question 1 Concept in the second list of grammars.  Notice it has a Response.

24. Add a Vox and Goto to the Response. Record appropriate answers.
    
    

In this manner, you could override as many Concepts you wish.  You could also select other Question #1 Concepts and set up overrides for those as well.  You would simply click on the Question #1 Concept and it would appear at the bottom of Question #2.

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