Asralphanum

Allows you to capture a string of alphanumeric values provided by a contact and store it in a script variable. This action can be used for information such as VINs (vehicle identification numbers), PINs (personal identification numbers), email addresses, passwords, and so forth.

This action recognizes a pre-determined list of values, including:

Single digits zero through nine, with either "oh" or "zero" being accepted for zero
The word "space"
Words for punctuation marks like "period" and "underscore"
The NATO phonetic alphabet (Alpha, Bravo, Charlie, and so forth)

ASR actions appear only if ASR is enabled for your tenant. ASR is an optional feature. Ask your account manager for more information.

Supported Script Types

Phone

Properties

Property	Details
Sequence	Determines the order in which audio files (whether pre-recorded or TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) are played by the action. You can enter values directly in the field, or you can double-click the action icon to use the Prompt Manager. TTS has a 300 character limit. If you enter values in the Sequence property field, you must use the correct formatting for each item. You can specify the exact text that you want the TTS service to say, such as: "%Your account balance is". You can also include variables, such as: "${accountBalance}". If you use variables, ensure that your script passes the variable value to the action containing the prompt.
Phrase	Use this to property to document the way the prompt should read. This property is not used by the script. Because some prompts can be complex and contain multiple segments, it can be helpful to include the text written without the formatting required by the Sequence field.
HighConfidence	When the ASR engine recognizes a phrase spoken by a caller, it also returns a percentage that indicates how confident it is in a voice recognition match. The script compares this recognition percentage to the value in this property, and if the percentage is equal or greater to the value, the OnHighConfidence branch is taken. Enter a whole number between the MinConfidence value and 100. The default value is 72.
MinConfidence	Defines the minimum acceptable confidence percentage for a recognition match. If the recognition percentage is between this value and the HighConfidence value, the OnMedConfidence branch is taken, which typically lets the contact confirm the ASR understanding of an utterance. If the recognition percentage is less than this value, the OnNoConfidence branch is taken. Enter a whole number between 1 and the HighConfidence value. The default value is 51.
TimeoutSeconds	Determines how long the IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. waits for input (either spoken or by key-press) before it takes the OnTimeout branch. This is the threshold for complete silence on the line. The default value is 10 (seconds). To change it, enter a whole number. The timer starts only when the prompt is completely finished. However, the system has a built-in limit of two minutes (120 seconds) that includes the duration of the prompt. If this limit is reached during an action, any active prompts are aborted and the OnError branch is taken. For this reason, you should know the duration of your prompts and set a value for this field that ensures the action is active for less than two minutes.
ResultVarName	Determines the name of the variable that holds the recognized result of the contact's spoken or manually entered input. For example, if the prompt asked the contact to say or enter their date of birth, the result would be stored in the variable defined by this property. The default value is the name of the action + "Result" (for example, ASRDIGITSResult). If the contact provides spoken input and the ASR engine fails to find a match, this variable is not populated. Note that if the action has an OnDTMF branch, you must use a Capture action to pull a variable value out of the buffer (DTMF values are automatically stored in a buffer).
ConfidenceVarName	Determines the name of the variable that holds the confidence percentage returned by the ASR engine. The default value is ASRConf.
DetectDTMF	Allows you to configure an IVR script to handle both spoken and manually-entered DTMF Signaling tones that are generated when a user presses or taps a key on their telephone keypad. input. If the value is True, both voice and DTMF input is accepted. If the contact presses a DTMF digit, the script immediately stops any in-progress prompt sequence and takes the OnDTMF branch. No spoken utterances are considered for the duration of the action. If the value is False, DTMF input is not recognized even if the contact presses a key. Although any DTMF digits pressed during the action are saved in the DTMF buffer, the action takes the NoConfidence branch. This action has an OnDTMF branch, therefore any DTMF entries by a contact will result in taking this branch. Any variables resulting from the DTMF selection will not be passed along this branch. Therefore, you must use a Capture action on the OnDTMF branch to capture and pass variables from the DTMF input.
ClearDigits	When a contact presses a key on their telephone keypad, the generated DTMF tone is stored in a buffer. When the ClearDigits property is set to True (the default value), that buffer is cleared when the action begins. Otherwise, the action would immediately detect a DTMF tone and invoke the OnDigit or OnDTMF branch even if the key press was associated with an earlier action.
MinLength	Determines the minimum number of characters that must be received by this action for the script to continue. For example, if the prompt asks for the contact's social security number, this value should be set to 9. The default value is 1. If the prompt requests a response that always has the same number of characters (for example, a four-character PIN), set this property to the same value as MaxLength.
MaxLength	The maximum number of characters that a user can provide for the action; for example, if the prompt requests a four digit PIN, set this value to 4. The default value is 6. When the MaxLength value is reached, the script continues to execute.

Branches

Branch	Details
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
OnHighConfidence	Path taken if confidence levels are above the value set in the High Confidence property field. You can enter a custom value between 1 and 100.
OnMedConfidence	Branch taken if the recognition percentage returned by the ASR engine is between the HighConfidence value and the MinConfidence value. This branch is often used to allow a caller to confirm the information provided using an Asryesno action.
OnNoConfidence	Path taken if the recognition percentage returned by the ASR engine is less than the MinConfidence value.
OnTimeout	Path taken if there is no response for the number of seconds specified.
OnError	Path taken when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable should be populated with a condensed explanation of the problem.
OnDTMF	Path taken if the DetectDTMF property is set to TRUE and DTMF digits are present in the buffer.

Tips & Tricks

You can pass the languageLocale variable from the Voiceparams action, which sets the language that the action will detect.
In pronouncing numbers, "negative" is hard-coded.
In pronouncing numbers, "point" is hard-coded.
See the ASR overview for more information.
DTMF tones are stored in a buffer. If the action contains an OnDTMF or OnDigits branch, the DTMF value must be pulled out of the buffer with a Capture action.
If you want to capture multiple DTMF presses, the action immediately takes the OnDTMF branch when the first DTMF is pressed (including * and #). In this instance, you must capture multiple presses with a Capture action.
If there are any DMTF present in the buffer and ClearDigits is not set to True, the OnDTMF branch would immediately be taken and require a Capture action.