4 Speech Recognition Automated Attendant feature descriptionsSpeech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0When the caller speaks a name, the Speech Recognition Automated Attendantattempts to match the spoken name with the spoken name from the CompanyDirectory. The Speech Recognition Automated Attendant plays best match to thecaller using the spoken name recorded in the Company Directory. After a match isfound, the default confirmation prompt “Did you say: ?” plays.You can record your own customized Speech Recognition Automated Attendantconfirmation prompt. For example, "Do you want to be transfered to name>?”The Speech Recognition Automated Attendant waits for a “yes” or “no” answer. Ifthe caller says “yes”, the caller is transferred to the appropriate extension or to amailbox if the person does not have an extension. If the caller says “no”, the SpeechRecognition Automated Attendant prompts the caller for another name, except inthe case of homonyms. For more information about homonyms, refer to Handlinghomonyms. Any names that have been previously declined are automaticallyeliminated before the system selects the next best match. The default declineprompt is “Following the tone, please say the name of the person you wish to reachor enter the extension, or press 0 to speak with an operator”. You can record yourown customized Speech Recognition Automated Attendant declined prompt.After the caller speaks the name again, the Speech Recognition AutomatedAttendant attempts to match spoken name with a spoken name from the CompanyDirectory. If the second attempt by the caller does not result in a successful match,the system transfers the caller to either the Automated Attendant or to a CustomCall Routing (CCR) Tree, depending on your Norstar Voice Mail configuration.Handling homonymsPeople with identical sounding recorded names (John, Jon) in the CompanyDirectory produce homonyms. If the Company Directory contains one or morehomonyms for a spoken name, the Speech Recognition Automated Attendantproposes each homonym to the caller until a name is selected, or the list ofhomonyms is exhausted.If the Speech Recognition Automated Attendant determines that there are too manyhomonyms to be presented to the caller, a message is played indicating that toomany similar names have been found. The caller is then transferred to theAutomated Attendant or to a Custom Call Routing (CCR) Tree, depending on yourNorstar Voice Mail configuration.While callers may be able to differentiate homonyms by the recorded voice names,users who have homonyms should include some additional identifying informationwhen they record their name in the Company Directory. For example, “DavidSmith, Software Development”. For more information refer to "Optimizing theCompany Directory for use with the Speech Recognition Automated Attendant" onpage 12 and "Creating a Speech Recognition Directory alias" on page 15.
