Setting up the Global Module

The Global Module is active at all times during a call.  Words you enter into the Grammar s area in the Global Module will be active throughout each call, in addition to any Grammars that are in specific Modules Modules are the individual elements you use to create your Information System. When you create an Information System An Information System is a general term used to describe the product you are designing with this software. This could be any type of system in which you can give information to your callers, such as a Virtual Customer Service Center, a Virtual Technical Support Center, or a Virtual Help Desk., you are crafting a conversation between a computer and a live person. Each Module Modules are the individual elements you use to create your Information System. When you create an Information System, you are crafting a conversation between a computer and a live person. Each Module represents a single, distinct portion of that conversation. The different types of Modules are: Start, List, Multilevel, Overview, Yes/No, Goto, Hangup, Transfer, Global, Global Yes/No and Goto Project. Each Module has its own unique function and symbol. represents a single, distinct portion of that conversation. There are eleven different types of Modules: Start, List, Natural Language, Multilevel, Overview, Yes/No, Goto A Goto is an Action that sends callers to another Module. A Goto is a Terminal Action. This means it will be the last Action in an Actions List., Hangup A Hangup is an Action that will hang up on callers. A Hangup is a Terminal Action. This means it will be the last Action in an Actions List., Transfer A Transfer is an Action that will hang up on callers. A Transfer is a Terminal Action. This means it will be the last Action in an Actions List., Global, and Global Yes/No. Each Module has its own unique function and symbol..  This is a good place to enter in words that your caller may say at any time, such as "Customer Service," "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. Menu," or "Goodbye."

The Global Module is also a good place to set up No Inputs, No Matches and an Error Handler as they will be active throughout each call.

  1. Return to the Call Flow View.

  2. Open the Global Module.

  3. Right click on the word "Global" in the upper left hand corner of the screen.

  4. A popup menu appears.  Click on "Add No Input A No Input occurs when the system is expecting a response and the caller doesn't say anything.."

  1. A "No Input Count Count is used when setting up a No Input, No Match, or Error. No Inputs, No Matches, and Errors are marked by their count (#1, #2, #3, and so on). For example, a No Match #1 will play the first time a caller says something the system doesn't understand. A No Match #2 will go into effect the second time in a row that a caller says something the system doesn't understand. " box will open.  It will automatically have the Count set as 1, which means this No Input will take effect the first time a caller doesn't say anything after the system asks a question.  Click "OK."

  1. A "No Input #1" will be added beneath the Main.  Right click on it and a popup menu will appear with a list of Actions you can add.

  2. Choose "Add Vox ."

  3. Make this Vox a Quick Vox that says, "I'm sorry, I didn't hear what you said.  Please speak loudly and clearly."

  4. Right click on the words "Global [Global Module]."

  5. A popup menu will appear.  Click on "Add No Match A No Match occurs when the caller says something the system doesn't recognize. For example, if the system asks the caller "Do you prefer coffee or tea?" and they reply "Juice," their response would be considered a No Match.."

  6. A "No Match Count" box will open.  It will automatically have the Count set as 1, which means this No Match will take effect the first time a caller says anything that does not appear within the grammar.  Click "OK."

  1. A "No Match #1" will be added beneath the Main.  Right click on it and a popup menu appears with a list of Actions you can add.

  2. Choose "Add Vox."

  3. Make this Vox a Quick Vox that says, "I'm sorry, I didn't understand what you said.  I will now transfer you to Customer Service."

  4. Right click on "No Match #1" and choose "Add Transfer" from the popup menu.

  5. Click once on the word "Transfer" to highlight it.

  6. Double click on the blank cell to the right of the "Phone Number" cell in the Properties Table A table in which all the Properties Properties allow you to control specific details of the program and how it runs. For example, the "Allow Barge-in" property detirmines whether the caller will be allowed to interrupt the system and jump ahead without listening to every single Vox. All the Properties are automatically set to their default value when you create a new Project. You can change the Properties for a specific item from the Properties Table, or you can change Properties for the entire Project from the Project Properties box. for any Module, 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. List, Action, or 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. are listed. There is a seperate table for all of the Project Each Project you create represents a single Speech Driven Information System. So, if you want to create three separate Information Systems, you will need to create three different Projects. Properties which is visible at all times. This is known as the Project Properties Table..

  7. A Yellow box will pop open.  Type in "&, 102."  This means the system will do a flash hook, pause, and then dial extension 102.  For more information about programming Transfers, click here.

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