Up to this point, we've been working with Actions within Modules that are activated at a specific point during the call. However, there will be times when you want an Action An Action is a specific command that you can add to an Action List. There are five types of Actions: 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., Listen, Goto, Transfer, and Hangup. accessible at any point during the call. For this you need to use the Global Module, located in the upper left-hand 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 customer’s call will flow through your 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. from beginning to end.. The Global Module is a Module that contains information that can be used anywhere in your Platform Application.
Open the Global Module by double clicking on the Global icon. Your screen should look like this:
The Global Module contains a Global Grammar , which is a set of Concepts and Phrases that are in effect the entire time callers are in the Application. You use the Grammar in the Global Module the same way that you did in 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.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... The only difference is that these Grammars will be in use the entire time each customer is on the phone, in addition to any Grammar that may be set up within specific Modules.
You may remember that the opening greeting you recorded for this Project said, "Thank you for calling Kathy's Pet Supply. Here are a few commands you can use at any time during your call. If you wish to be transferred to one of our store clerks at any point, just say, "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. Me." to return to the 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, say "Main Menu.' To end your call, say 'Good-bye.' " Thus, there are three Concepts that need to be entered into the Global Module: Transfer Me, Main Menu, and Good-bye.
When you set up your Global Grammar, it's important to keep in mind that even though you may have already told your callers how to access the global functions in your system, they may not remember exactly what you said. This is true anywhere you set Grammar, but especially true with the Global Grammar. Your customers may only hear these instructions at the beginning of their call. After spending time in the system, they may not remember exactly what they should say.
With this in mind, the Global Grammar for Kathy's Pet Supply should be set up with a fair degree of Phrase flexibility.
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