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Allows for more intelligent message playback of messages during agentless Supported audio file types:
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Supported Script Types
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| Phone |
Properties
| Property | Details |
|---|---|
| Sequence | WAV file used to play message (can be empty). If there is no WAV file, look for an answering machine, beep, or voice. Default: Blank
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. |
| 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. |
| DetectDTMF |
Determines whether DTMF Signaling tones that are generated when a user presses or taps a key on their telephone keypad. tones are processed while the action is running. The default value is True, which means that DTMF tones are processed if the contact presses a key and the OnDigit or OnDTMF branch of the script is triggered. If the value is set to False, DTMF tones are not processed even if the contact presses a key. For example, you might play a message at the point a contact is placed in queue which says, "An agent will be with you shortly. To leave the queue at any time, press the star key". The OnDigit or OnDTMF branch might then offer the contact the option to leave a voicemail message.
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| AnswerMachineDetect |
If CPA detects the beginning of an utterance, the CPA immediately stops the play and, depending on this setting, returns or says, "I heard an utterance" (begin) or, "I've stopped the play but wait until the utterance is over based on pre-determined silence" or, "I heard a beep". Values: Message Begin or Message End. Default: Message End. |
| DefaultDetectionTimeout |
The number of seconds in which an answering machine greeting will continue to play without the system classifying the call as an answering machine. If the machine greeting exceeds this length of time, the phone number that was dialed may have reached an IVR |
| CPADetectionDuration |
If the sequence property does not contain a value, run CPA detection for this period of time. Returns default branch if answering machine or voice is not detected. Values: 10 - 300. seconds. Default: 60. |
| 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. |
Properties — CPA Advanced
| Property | Details |
|---|---|
| UtterenceMin | The number of seconds that the system attempts to detect voice energy on the line to be classified as an utterance from the customer. The value for this setting should be long enough to ignore static or clicks and short enough to catch actual speech utterances. Values: 0.1 – 0.5 seconds. Default: 0.2. |
| UtteranceTerminationSilence | The minimum duration of silence required to detect the end of an utterance. Values: 0.1 - 5.0 seconds. Default: 0.3. |
| CustomerLiveSilence | When conversation detection is not possible, this controls the pause detection accuracy and defines the number of seconds of silence after speech utterance is detected to be counted as a 'pause' and trigger the definition of a 'live' call. Ensure this is long enough to ignore a phrasing pause on answering machine messages and short enough to catch the gap between repeated "Hello?" greetings. Values: 0.5 – 2.0 seconds. Default: 1.1. |
| MachineMinimumWithoutAgent | The minimum duration of time which a live customer must speak after answering the phone. This duration attempts to strike a balance so that live calls answered like, “Thank you for calling [XYZ] Incorporated. How may I direct your call,” would stay with an agent and short answering machine greetings such as “This is Odin; leave a message,” are still classified as answering machines. You might need to adjust this according to the demographics of the list you are calling. Values: 2.0 –10.0 seconds. Default: 3. |
| MachineEndSilence | The duration of silence the system waits once the answering machine greeting has finished taking X branch and started to play a message. If the system detects a beep, the action takes the X branch so that a message can be played immediately. Values: 1.0 – 5.0 seconds. Default: 1. |
| DebugPattern | Defines which media server logs to initiate. Set only if instructed to by NICE CXone. Values: None, Voice, Tone, or All. Default: None. |
| CustomerVoiceThreshold | Defines the customer volume level for detection of the customer's voice versus background noise. Values: 100 – 100000 units (similar to decibels). Default: 16000. |
Branches
| Branch | Details |
|---|---|
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Error |
Path taken when the action fails to execute properly. |
| OnMachine | Path taken if an answering machine picks up the call. |
| OnVoice | Path taken when a recording times out by exceeding the Seconds to Play. |
| OnDigit | Path taken if DTMF detection is set to True and the contact presses a key during the action. |
| OnBeep | Path taken when a beep is detected. |
| OnTimeout | Path taken if there is no response for the number of seconds specified. |