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Allows you to capture spoken input as a string of digits and use it to populate a script variable. This action is appropriate when the input is numeric in nature but not a numeric value (for example, 12345 uttered as "one two three four five"). Asrdigits can be used to capture phone numbers, account numbers, social security numbers, and so forth. This action recognizes a predetermined list of the digits zero through nine, with either "oh" or "zero" being accepted for zero. If the caller's utterance may be a larger number, such as "twelve" or "twenty-three", or If the prompt requests a numeric value (such as age or square feet), use Asrnumber instead. ASR actions appear only if ASR is enabled for your |
Supported Script Types
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| Phone |
Properties
| Property | Details |
|---|---|
| Sequence |
Determines the order in which audio files (whether pre-recorded or TTS 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 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 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. Because this action does not have an OnDTMF branch, the DTMF value will be stored in the result variable specified in ResultVarName.
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| 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. |
| InterDigitTimeout | The amount of time the system will wait after a digit being entered to determine if another digit will be entered. |
| MinDigits | Determines the minimum number of digits 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 digits, set this property to the same value as MaxDigits. |
| MaxDigits | The maximum number of digits that a user can provide for the action; for example, if the prompt requests the last four digits of a person's social security number, set this value to 4. The default value is 6. When the MaxDigits value is reached, the script continues to execute. Therefore, if the prompt calls for a terminator (such as the pound sign, or #), you must account for it in this value. For example, if the recorded menu message asks for the last 4 digits of the social security number "followed by the pound sign", set the value to 5. |
| TermDigit | Allows you to specify a way for the contact to indicate they are done providing information by entering a terminator digit. The most common value is # (that is, the caller presses the pound key on their phone). By default, the TermDigit is included as one of the digits received and stored in the ASRDIGITSResult variable. To automatically strip this value, append a dash (-) in this field, (for example, to use the pound sign and strip it from the stored results, enter #-). |
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. |
| OnMaxDigits | Path taken when the caller's input reaches the MaxDigits value. |
| OnTerminator | Path taken when the caller provides the value specified in the property. |
| OnInterDigitTimeout | Path taken when the time specified in the InterDigitTimeout property is exceeded during the caller's response to a prompt. |
Phone Script Example Using Asrdigits
In this example script, the caller's account number is obtained prior to connecting the call to an agent. Using the Asrdigits action, the IVR requests that the caller enter an account number with a minimum of six, and a maximum of twelve, digits. If the recognition percentage meets or exceeds the HighConfidence value, a message is played and the call is routed to an agent. This path is also followed if the TermDigit value is provided or if an InterDigitTimeout occurs.
If the system is unsure of the entry (that is, the recognition percentage falls between the HighConfidence and MinConfidence values), then the OnMedConfidence branch uses an Asryesno action to play the captured input and ask the caller to verify it with a yes or no response. A yes response causes the call to move into the OnHighConfidence branch. A no response returns the caller to the Asrdigits action to re-enter the number. After three unsuccessful attempts, a Loop action asks the contact to call back and then hangs up the call. This call flow is enabled by the connection between Asrdigits and Asryesno going in both directions.
If the entry cannot possibly be correct (for example, the caller gives a non-numeric response), the system takes the OnNoConfidence branch, and returns the caller to the Asrdigits action to re-enter the number. After three unsuccessful attempts, a Loop action asks the contact to call back and hangs up the call.
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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.