Installation and Administration Guide for the Speech Connect for Cisco Unity Feature
Employee and Department Administration
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Employee and Department Administration

Table Of Contents

Employee and Department Administration

Employee Administration

Adding an Employee

Finding an Employee Record

Modifying an Employee Record

Deleting an Employee Record

Department Administration

Adding a Department

Finding a Department Record

Modifying a Department Record

Deleting a Department Record


Employee and Department Administration


This chapter describes the employee administration tasks done during normal operation of the Speech Connect directory. Tasks include adding, finding, modifying, and deleting employee records. It also describes the department administration tasks, including adding, finding, modifying, and deleting department records.

See the following sections:

Employee Administration

Department Administration

Employee Administration

See the following sections:

Adding an Employee

Finding an Employee Record

Modifying an Employee Record

Deleting an Employee Record

Adding an Employee

Revised July 2008

The Add Employee page allows you to add a new employee record to the Speech Connect database. After adding the employee and rebuilding the grammar, a TTS recording of the employee name is made, and the employee is available for call recognition and transfer.


Note If you enable Name Collect for the application being called, the next time that employees with TTS names call into the system, they will be prompted to record their names. The spoken name recording will then replace the TTS recording. In order for employees to rerecord previous recordings that they made, Name Collect must be active for the application, and you must set the employee Record Name fields to Yes. The employees will then be prompted to record names the next time they call the system. Alternatively, you can record a spoken name on your PC, obtain a spoken name file from another database, or have the spoken names professionally recorded and then uploaded by using the Update button in the spoken name field.


To Add an Employee


Step 1 Click the Employees tab, and then click Add. The Add Employee page appears.

Step 2 Enter values into the fields, as applicable.

The Add Employee fields are described in Table 7-1.

Step 3 Click Add. The employee record is added to the database.


Note To add the new employee to your grammar for call recognition, click Config and then click Grammar. The Grammar Setup page allows you to rebuild your grammar. See the "Grammar Setup" section on page 6-11 for more information about rebuilding your grammar.



Table 7-1 Add Employee Fields 

Field
Description
Values

Employee ID

A unique identifier for each employee. This identifier is associated with an employee and should not change. No two records can have the same value.

Up to 40 alphanumeric characters

Enrolled

The date the employee record was added to the database.

Filled in by the system in MM/DD/YYYY format

First Name

Revised July 2008

A first name consisting of characters, -, and _. The system provides common synonyms such as Steve for Stephen. To use initials such as DJ for a first name, you must put an underscore between the characters. For example d_j.

Note When a name contains multiple words, the grammar is built so that either a word by itself or all words together may be recognized. In order for multiple words to be treated as a single word, use underscores between words. For example, use "Mary_Ellen" to tell the recognizer not to match on both "Mary" and "Ellen." The same holds true for first names consisting of two letters such as "JR." To be recognized as "JR," and not something that sounds like "grrr," the letters must be separated by an underscore. Alternatively, if someone should be recognized by either "J" or "R," the letters should be separated by a space. Then, as with the name "Mary Ellen," the grammar is built so that either word or both together may be recognized.

2 characters (min) to 32 characters (max)

Last Name

A full last name consisting of characters, -, and _. The system splits hyphenated last names into all varieties. For example, Smith-Jones results in Smith, Jones, and Smith Jones as possible last names. You can also use an apostrophe ('). For example, D'Auria.

2 character (min) to 32 characters (max)

Middle Name

Middle name or initial of the employee.

Up to 32 characters

Nick Name

Another known name consisting of characters, -, and _. Do not include any common synonyms such as Mike for Michael because they are already listed in the master synonym list. This field may be empty. To use initials such as DJ for a nickname, you must put an underscore between the characters. For example, d_j.

2 character (min) to 32 characters (max)

Email

E-mail address of the employee.

Alphanumeric characters, @, dash, and period.

80 characters (max)

Office Phone

Employee office phone number including area code.

Up to 20 numeric digits

Office Ext.

Revised July 2008

Employee office phone extension.

Note Do not set this field to the same number as the Office Phone, or disambiguation history records for the employee will not be updated correctly.

Up to 20 numeric digits?

Mobile Phone

Employee cell phone number including area code.

Up to 20 numeric digits

Home Phone

Employee home phone number including area code.

Up to 20 numeric digits

Other Phone

Employee other phone number including area code.

Up to 20 numeric digits

Other Office

Employee other office phone number including area code.

Up to 20 numeric digits

Tie Breaker 1

Complete value to be announced as is when more than one match occurs. Can be a department, location, or other identifier. For example, Hoffman and Hoffman Estates are treated as different locations.

Alphanumerical characters, spaces, and underscores.

60 characters (max)

Tie Breaker 2

Complete value to be announced as is when Tie Breaker 1 is insufficient to resolve a match.

Alphanumerical characters, spaces, and underscores.

60 characters (max)

Language

Language of employee.

US English (default)

List in External Directory

Determines whether the employee is included in the grammar for an external directory. Used primarily when you are setting up internal and external directories. Grammars can be configured to include all employees, or to exclude employees that are set to "no" in this field.

Yes (default)—List in external directory.

No—Do not list in external directory. Can be listed in internal directory.

Disambiguation

Determines whether disambiguation histories are maintained for the employee. If set to "yes," the system remembers the disambiguation choices of the employee to speed up successive calls.

Yes (default)— Disambiguation histories will be maintained.

No—Disambiguation histories will not be maintained.

Record Name

Determines whether the employee can record a spoken name. If set to "yes," the application prompts employee to record their names.

Yes (default)—Allow employee to record name.

No—Do not allow employee to record name.

Spoken Name

Automatically filled in when the Text to Speech filename (8k PCM Mu-law) has been generated and installed on the system. When the spoken name is recorded, this field shows the spoken name (8k PCM Mu-law) filename. Optionally, you can upload your own sound file (8k PCM Mu-law or WAV).

Up to 120 characters

Sound file must be in Mu-law 8kHz, 8-bit mono compression format (.ulaw or WAV).


Finding an Employee Record

To Find an Employee Record


Step 1 Click the Employees tab, and then click Find/Modify. The Find Employee page appears.


Note To view all employees in the database, clear all fields including fields with drop-down selections.


Step 2 To refine your search, enter a search term in any field and/or select a drop-down option. For example, enter the employee last name in the Last Name field.

Step 3 Click Find. The search results, including the number of matches, display in the lower portion of the page. You can edit a record, search again for matching records, or print the results.


Modifying an Employee Record

To Modify an Employee Record


Step 1 Click the Employees tab, and then click Find/Modify. The Find Employee page appears.

Step 2 To refine your search, enter a search term in any field and/or select a drop-down option. For example, enter the employee last name in the Last Name field.

Step 3 Click Find. The search results, including the number of matches, display in the lower portion of the page.

Step 4 Select the record you want to modify, and click Edit (or double-click the record). The Modify Employee page appears.

Step 5 Enter your changes, and click Update.


Note To rebuild your grammar with the employee updates, click Config and then click Grammar. The Grammar Setup page allows you to rebuild your grammar. See the "Grammar Setup" section on page 6-11 for more information about rebuilding your grammar.



Deleting an Employee Record

To Delete an Employee Record


Step 1 Click the Employees tab, and click Find/Modify. The Find Employee page appears.

Step 2 To refine your search, enter a search term in any field and/or select a drop-down option. For example, enter the employee last name in the Last Name field.

Step 3 Click Find. The search results, including the number of matches, display in the lower portion of the page.

Step 4 Select the record you want to delete, and click Edit (or double-click the record). The Modify Employee page appears.

Step 5 Click Delete. The employee record is deleted from the database.


Note To remove the employee from your grammar, click Config and then click Grammar. The Grammar Setup page allows you to rebuild your grammar. See the "Grammar Setup" section on page 6-11 for more information about rebuilding your grammar.



Department Administration

This section describes how to add, find, modify, and delete a department record.

See the following sections:

Adding a Department

Finding a Department Record

Modifying a Department Record

Deleting a Department Record

Adding a Department

The Add Department page allows you to add a new department record into the Speech Connect database. After adding the department and rebuilding the grammar, a TTS recording of the department name is made, and the department is available for call recognition and transfer.

Optionally, you can record a spoken name on your PC, obtain a spoken name file from another database, or have the spoken name professionally recorded and then upload the file by using the Update button in the Spoken Name field.

To Add a Department


Step 1 Click the Department tab, and then click Add. The Add Departments page appears.

Step 2 Enter values into the fields, as applicable.

The Add Departments fields are described in Table 7-2.

Step 3 Click Add. The department record is added to the database.


Note To add the new department to your grammar for call recognition, click Config and then click Grammar. The Grammar Setup page allows you to rebuild your grammar. The department is added to the grammar and the TTS process runs in the background to create TTS recordings for your departments. See the "Grammar Setup" section on page 6-11 for more information about rebuilding your grammar.



Table 7-2 Add Departments Fields 

Field
Description
Values

Date Created

The date that the employee record was added to the database.

Filled in by the system in MM/DD/YYYY format

Department Code

A unique identifier for each department. This identifier is associated with a department and should not change. No two records can have the same value.

Up to 16 alphanumeric characters

Title

The title of the department. This field is used to record the TTS prompt, which is played back during disambiguation. The entire title has to be spoken for recognition.

Up to 60 numeric digits

Transfer Ext.

The phone extension number of the department. This is used by the system as is to transfer the call from the local system.

Up to 20 numeric digits

Phone to Play

The phone number or extension of the department, which is played as is during call transfer.

Up to 20 numeric digits

Spoken Name

Automatically filled in after the Text to Speech Mu-law filename has been generated and installed on the system. When the spoken name is recorded, this field shows the spoken name .ulaw filename. Optionally, you can upload your own sound file (8k PCM Mu-law or WAV).

Up to 120 characters

Sound file must be in Mu-law 8kHz, 8-bit mono compression format (.ulaw or WAV)

View Alternate Names

Alternate names for the department. Enter values for Name 1 up to Name 20. If no alternate names are specified, then only the Title as is will be used for recognition.

Up to 60 alpha characters


Finding a Department Record

To Find a Department Record


Step 1 Click the Departments tab, and then click Find/Modify. The Find Department page appears.


Note To view all departments in the database, clear all fields.


Step 2 To refine your search, enter a search term in any field. For example, enter the department name in the Title field.

Step 3 Click Find. The search results, including the number of matches, display in the lower portion of the page. You can edit a record, search again for matching records, or print the results.


Modifying a Department Record

To Modify a Department Record


Step 1 Click the Departments tab, and then click Find/Modify. The Find Department page appears.

Step 2 To refine your search, enter a search term in any field. For example, enter the department name in the Title field.

Step 3 Click Find. The search results, including the number of matches, display in the lower portion of the page.

Step 4 Select the record that you want to modify, and click Edit (or double-click the record). The Modify Department page appears.

Step 5 Enter your changes, and click Modify.


Note To rebuild your grammar with the department updates, click Config and then click Grammar. The Grammar Setup page allows you to rebuild your grammar. See the "Grammar Setup" section on page 6-11 more information about rebuilding your grammar.



Deleting a Department Record

To Delete a Department Record


Step 1 Click the Departments tab, and then click Find/Modify. The Find Department page appears.

Step 2 To refine your search, enter a search term in any field. For example, enter the department name in the Title field.

Step 3 Click Find. The search results, including the number of matches, display in the lower portion of the page.

Step 4 Double-click the record you want to delete. The Modify Department page appears.

Step 5 Click Delete. The department record is deleted from the database.


Note To remove the department from your grammar, click Config and then click Grammar. The Grammar Setup page allows you to rebuild your grammar. See the "Grammar Setup" section on page 6-11 more information about rebuilding your grammar.