Installation and Administration Guide for the Speech Connect for Cisco Unity Feature
Overview
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Overview

Table Of Contents

Overview

Description

Features

Integrating Multiple Speech Connect Applications

Speech Tree


Overview


This chapter provides an overview of Speech Connect for Cisco Unity, including its description, features, and capabilities.

See the following sections:

Description

Features

Integrating Multiple Speech Connect Applications

Speech Tree

Description

Revised February, 2009

Speech Connect is an advanced, Speech-Enabled Automated Attendant (SEAA) system for the enterprise. Speech Connect allows customers, employees, and management to find each other without having to know multiple phone numbers. Callers simply speak names, departments, products, services, or anything that you have associated with an extension into the phone, and Speech Connect transfers the call. Speech Connect delivers superior voice recognition performance and uses enhanced software to store user preferences and fine-tune pronunciations, improving its accuracy over time. To help find a person, callers may hear multiple choices for names with tiebreaker values such as office or location. This disambiguation feature helps the caller to find the intended party, and remembers the choices to speed up successive calls. When Speech Connect is deployed, an enterprise can become numberless and virtualized.

Speech Connect is supported with Cisco Unity versions 4.2, 5.x, and 7.x.

Features

Key features of Speech Connect include:

Service for both external and internal callers.

Configurable prompts that allow you to customize greetings.

Directory records of people, departments, products, and conference rooms.

Disambiguation choices to help the caller locate the intended party.

Advanced logic that remembers disambiguation choices and connects calls directly.

Transfer to an operator, voice mail, or any number stored in the Speech Connect directory.

An administration interface for directory maintenance and troubleshooting.

Support for up to 250,000 names in the directory.

Import of Cisco Unity and non-Cisco Unity records.

Support for MCS 7825 H3/I3, 7835 H2/I2, and 7845 H2/I2 platforms.

Scalability from 2 to 48 ports per server (7825-12 ports/7835-24 ports/7845-48 ports).

Support for SIP integration with Cisco Unified Communications Manager (CM) (formerly known as Cisco Unified CallManager) version 5.x and version 6.x, or non-SIP integration through PIMG/TIMG with Cisco Unified CM 4.x.

Optional Names Tuning service to automatically update your directory with enhancements that improve recognition accuracy.

Usage as a dialtone replacement or as a speed-dial setting on Cisco phones.

Integrating Multiple Speech Connect Applications

Speech Connect can answer calls on two separate phone numbers, for example a toll-free number for external callers and an extension for internal callers. Different prompts can be customized to greet each type of caller.

For external callers, the prompt might be something like: "Welcome to Acme Financial Services. Please say the name of the person you would like to reach."

For internal callers, the prompt may be more brief: "Who would you like to reach?"

Speech Tree

Figure 1-1 shows the flow of a Speech Connect call session:

Figure 1-1 Speech Connect Call Session Flow

When you call Speech Connect, a prompt plays. You can:

Say the name of a person or department in the directory.

Answer "Yes" or "No" to disambiguation choices, if presented.

Say "Cancel" to cancel a call transfer.

Say "Operator" and be transferred to an operator.

Say "Voice Mail" and be transferred to voice mail.

Press an extension and be transferred to a person or department in the directory.