The Global Yes/No Module

Because the system frequently uses Yes/No questions, both in Yes/No Modules The Yes/No 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. is similar to the List Module A List Module is a Module that allows you to present a list of choices for your customers to choose from. Then, they can state the choice they are interested in and be directed to an appropriate Response., but can only be used to ask Yes or No questions. The responses that are accepted in the Yes/No Module are defined by the Global Yes/No Module The Global Yes/No Module is set up to handle 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. for all Confirmations and Yes/No Modules. The Global Yes/No Module also contains Global No Input Handlers, and No Match Handlers, and Error Handlers for all Yes/No Modules. This means you dont have to set up custom No Input, and No Match, and Error Handlers in your Yes/No Modules unless you want to.. and in Confirmations 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?" double checks with a caller to make sure the system understood their 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 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... 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?", the Global Yes/No Module was designed to save you some work. The Global Yes/No Module, located in the left corner of the Call Flow View The screen where you can see all the Modules in your 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. and how they relate. This is where you design and view how a customers call will flow through your Speech Driven Information System from beginning to end., beneath the Global Module The Global Module is a Module that contains information that can be used anywhere in your Speech Driven Information System. This includes Global Grammar, Global No Input Handlers, Global No Match Handlers, and Global Error Handlers., is set up to handle Grammars and 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. for all Confirmations and Yes/No Modules. This means you only have to customize the single Global Yes/No Module, instead of customizing each individual Confirmation and Yes/No Module. You can also design it to contain Global No Input A No Input occurs when the system is expecting a response and the caller doesn't say anything. , and 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. and Error Handlers An Error An Error is anything within the system itself that creates a glitch in the Speech Driven 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., such as a missing Vox or a Goto that doesn't go anywhere.Handler A Handler is an Action List that goes into effect when a No Input, No Match, or Error occurs. is an Action An Action is a specific command that you can add to an Action List. There are five types of Actions: Vox, 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., Goto, Transfer, and Hangup. List that goes into effect whenever an Error occurs. for all Yes/No Modules. This means you dont have to set up custom No Inputs, and No Matches, and Errors in your Yes/No Modules unless you want to.

These No Matches and No Inputs will be played when a yes/no question is asked, instead of the generic No Matches and No Inputs in the Global Module.

After you have finished adding the No Matches and No Inputs, your screen should look like this:

There are also Grammars in the Global Yes/No Module . These allow you to enter in all the ways you will accept as answers to a yes or no question. For example, callers might answer a yes or no question by saying, "Sure," "Yes, please," or, in some parts of the country, "You betcha." You may want to enter all of these into the phrases for the "Yes" 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." . Be careful, however, not to enter too many possibilities into the Phrases. "Yeah" and "Nah," for example, sound very much alike and may be confused by the system.

Whenever you create a Speech Application, you will always need to set up the phrases in your Global Yes/No Module. The program comes pre-installed with the Concepts "Yes" and "No," but their phrases are blank. It is up to you to fill them out as you see fit. You can add phrases to the Global "Yes" and "No" Concepts as follows:

A Handler is an Action List that goes into effect when a No Input, No Match, or Error occurs.

A No Input occurs when the system is expecting a response and the caller doesn't say anything.

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.

A Quick Vox is a Vox that can be recorded on the fly within a specific Module. You can record a Quick Vox more quickly and easily than a Library Vox, but a Quick Vox can only be used once within the system.

The Audio Manager The Audio Manager contains all of the audio files in the program. You can use the Audio Manager to create Library Voxes and to import other sounds into the Speech Driven Information System. You can also rerecord or change Voice, Description and Transcript information about all Library and Quick Voxes in the Audio Manager. contains all of the audio files in the program. You can use the Audio Manager to create Library Voxes and to import other sounds into the Speech Driven Information System. You can also rerecord or change Voice You can fill out the Voice field when recording a Quick Vox or Library Vox. Filling out the Description is optional, but it allows you to keep track of your Voxes more easily., Description You can fill out the Description field when recording a Quick Vox or Library Vox. Filling out the Description is optional, but it allows you to keep track of your Voxes more easily. and Transcript You can fill out the Transcript field when recording a Quick Vox or Library Vox. Filling out the Transcript is optional, but it allows you to keep a record of exactly what is said in the Vox. This is very helpful if the Vox needs to be rerecorded later. information about all Library and Quick Voxes in the Audio Manager.

A Library Vox is a Vox that is recorded and stored in the Audio Manager. A Library Vox is available for use anywhere within the Speech Driven Information System.

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.

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.

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."

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.

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.