Cisco Unified Contact Center Express

Document ID: 65037

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Cause
Solution
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Introduction

This document describes how to set the interdigit timeout with the help of the Nuance Automatic Speech Recognition (ASR) to collect the spoken digit string in a Cisco IP Contact Center (IPCC) Express environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco IPCC Scripts

• Cisco Nuance ASR

Components Used

The information in this document is based on these software and hardware versions:

• Cisco CallManager version 3.x and later

• Cisco IPCC Express Edition version 3.x and later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

You can use the Get Digit String step to capture either a Dial Tone Multi Frequency (DTMF) or a spoken digit string from the caller in response to a prompt. You can use ASR to capture a spoken digit string.

The Interdigit Timeout (see Figure 1) applies to the DTMF digit string. However, the Interdigit Timeout does not apply to the ASR. For example, if a caller speaks the number quickly without a pause, the Get Digit String step fails to collect all the numbers, regardless of the value set in the Interdigit Timeout field.

Cause

This problem occurs due to a configuration issue. In order to fix the problem, you must create a file named user.resources in the C:\Program Files\wfavvid\Grammars\system directory.

Solution

Complete these steps:

1. Open a text editor (for example, notepad), and add these two lines:

   ep.EndSeconds=0.5
   ep.WriteWaveforms=TRUE

   ep.EndSeconds represents the amount of time to wait without noise before the system can assume that the speaker is done. This value is represented in seconds, and is 0.5 by default. After half a second of silence, the End Pointer considers the utterance is complete, and concludes the recognition. You can adjust this value to an appropriate number.

2. Name the file user.resources, and save the file.

3. Open a CRS AppAdmin session.

4. Select Subsystems > Nuance ASR (see Figure 2).

5. Click Start Refresh Task Now.

   Figure 2 – Subsystems Nuance ASR

   

6. Select System > Engine.

7. Click Stop Engine.

8. Click Start Engine.

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