Installation &
Maintenance
Manual
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Contents
1 - Pre-Planning ...............................................................................................................................1
Application Planning .............................................................................................................................1
Network Planning .................................................................................................................................2
Connectivity Planning ...........................................................................................................................2
Installation Planning..............................................................................................................................2
2 - Directory Preparation ...............................................................................................................4
Directory Import Preparation .................................................................................................................4
3 - Setup.............................................................................................................................................9
Connecting to the Switch ......................................................................................................................9
Preparation ......................................................................................................................................................................................9
Making the Physical Connection ................................................................................................................................................9
Noting Extensions in the Administrator...................................................................................................................................10
Assigning a Test Script to Each Channel.................................................................................................................................11
Setting and Testing Hangup Detection ....................................................................................................................................12
Testing Hangup Detection..........................................................................................................................................................13
Connecting to a Network .....................................................................................................................14
Setting Up a Perfect Operator Only Network.........................................................................................................................14
Setting Up Multiple Servers on a Pre -Existing Network......................................................................................................19
Licensing ...........................................................................................................................................19
Master-Slave Setup ............................................................................................................................20
Importing the Directory ........................................................................................................................21
Copying Pre-Recorded Prompts ..........................................................................................................25
Setting Up Custom Greeting Prompts ..................................................................................................25
Setting Up Time-of-Day Prompts .........................................................................................................30
Attaching Different Scripts to Different Ports.........................................................................................31
4-Tuning...........................................................................................................................................33 ?
Testing and Tuning Barge-In ...............................................................................................................33
Customizing the Conversation Tree .....................................................................................................36
Duplicate Name/Voice Menu Support...................................................................................................37
DTMF Extension Dialing .....................................................................................................................39
5 - Maintenance..............................................................................................................................40
Adds, Deletes, Changes .....................................................................................................................40
The Directory Maintenance Tool..............................................................................................................................................40
Adding a record............................................................................................................................................................................41
Adding Nicknames ......................................................................................................................................................................43
Directory Entries for Audiotext Messages ..............................................................................................................................44
Changing a Record ......................................................................................................................................................................46
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Deleting a Record ........................................................................................................................................................................46
Recording Names ...............................................................................................................................46
Recording a Group of Names ....................................................................................................................................................47
Recording Prompts.............................................................................................................................49
Full Names.........................................................................................................................................50
Stopping and Restarting the Server .....................................................................................................51
Monitoring the Server .........................................................................................................................51
CPU Activity.......................................................................................................................................52
Disk Space.........................................................................................................................................53
Reporting...........................................................................................................................................54
6 Advanced Maintenance ........................................................................................................57
Backing Your Configuration .................................................................................................................57
Testing pcAnywhere ...........................................................................................................................57
Re-setting the NMS Board ..................................................................................................................58
7 - GUI Reference..........................................................................................................................59
Admin Tool.........................................................................................................................................59
File Menu ......................................................................................................................................................................................59
View Menu....................................................................................................................................................................................59
Tools Menu...................................................................................................................................................................................59
Server Tab .........................................................................................................................................60
Channel Configuration Tab........................................................................................................................................................60
PBX Parameters Tab ...................................................................................................................................................................60
Advanced Tab...............................................................................................................................................................................60
Scripts Tab.........................................................................................................................................61
Scripts Settings Tab............................................................................................................................61
Message.........................................................................................................................................................................................61
Voice Menu...................................................................................................................................................................................61
Voice Menu Prompt Types ........................................................................................................................................................61
DTMF Menu.................................................................................................................................................................................61
DTMF Menu Prompt Types.......................................................................................................................................................61
Search.............................................................................................................................................................................................62
Search Prompt Types ..................................................................................................................................................................62
Confirmation ......................................................................................................................................63
Confirmation Prompt Types.......................................................................................................................................................63
Routing ..............................................................................................................................................63
Routing Prompt Types ................................................................................................................................................................63
Call Ending ...................................................................................................................................................................................64
Time ...............................................................................................................................................................................................64
Script Elements Options ......................................................................................................................64
Script Elements Options Keys .............................................................................................................65
Prompts Tab Toolbar Icons .................................................................................................................65
Search Settings Tab ...........................................................................................................................66
8 - Phonetic Editor ........................................................................................................................68 ?
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1 - Pre-Planning
Application Planning
In planning the Perfect Operator's role in your call processing application, consider that the Perfect
Operator speech recognition call routing system provides three basic functions:
· It greets external callers and automatically transfers their calls to the destination they request.
· It routes calls from internal callers to internal or external destinations.
· It provides information to both external and internal callers.
Powering these functions is a unique combination of a state of the art speech recognition engine and
database search engine, which supports applications up to 7500 name records. Moreover, this is exactly
the same technology, which is used in applications that scale as high as a million name records.
This technology delivers some immediate and unique benefits to your site. For example:
· The engine is self-tuning, saving you the time it would take to "tune" pronunciations that other
products in the category require, and automatically generates common nicknames, such as "Larry"
for "Lawrence," saving you even more time.
· It supports first-name-only records.
· Its duplicate name support and ability to "read aloud" database information provide you with rich
menu-building and information system capabilities.
Bearing the power and sophistication of this product in mind, you should expect that all these new
features and options require a learning curve, simply because there are so many options. For example, to
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review the "benefits" above:
· The engine is amazing, and will recognize a name even if someone mispronounces it (within
reason). However, non-english names, for example, must sometimes be tuned. The application
generates most common nicknames, but until you're familiar with the ones it knows, you'll need to
check to make sure all your end user nicknames are in the system.
· First-name-only support is compelling; but in a company of a few hundred people, there can be
many people with duplicate first names. It is only recommended for small offices or databases.
You'll learn when to use first names, and when not to use them.
· Building menus in a speech recognition system is very different than DTMF (touch tone) menus.
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You'll need to learn to "flatten" DTMF menus, so that callers can make common requests up front,
and not have to say two or more phrases to navigate your menus.
These are things you'll need to consider. We strongly advise you to read this manual carefully. It's
organized by tasks common to connecting, setting up, and maintaining your system.
As you plan the implementation of your system, you'll need a good overview of the process:
· Work closely with Teleco Inc. ahead of time. Our professionals can help design the application so
that it will maximize its functionality and provide the best solution.
· Be sure to send your customers' corporate directories to Teleco as early as possible. In reviewing
the directory, we may identify potential "menu" and other routing "gotchas." Additionally, if
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you're planning on using professional recordings, allow for extra time so that we can properly
record name prompts.
· Roll out the Perfect Operator in stages. Introduce it for internal voice dialing first, allowing end
users to familiarize themselves with the system, before "opening it up" to the outside world.
· Carefully monitor the statistics once the system is in place: how many calls it's handling, how
many are successfully connected, how many directory entries are not found.
· Plan on "listening" to the recordings of any calls which are not routed properly: there will be calls
like these, and as you learn what callers are asking for, it's easy to add new names or department
names to the directory.
· Add automation features (such as automated adds, deletes and changes) later in the process, once
you've established that the Perfect Operator is working properly at the site.
Network Planning
As part of the planning process, the dealer and end user must decide whether the Perfect Operator will be
incorporated into the end user's network. The advantage is that the end user can optionally install the
administrator software on the telecom manager's or IT manager's desktop and control the Perfect
Operator from there. At some sites, this can also be a disadvantage. Many sites just don't wish to be
bothered with adding another machine to the network, and it is not necessary.
If you plan to incorporate the Perfect Operator into the end user's local area network, be sure to
coordinate with the IT manager ahead of time. The end user may wish to specify the computer names and
IP addresses for the Perfect Operator, and you'll need this information at installation time.
Currently, Teleco ships eight port systems as two separate PCs, each containing four ports. In this case,
you must plan either on incorporating the Perfect Operator in an existing local area network, or obtaining
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a hub and setting up your own network. This manual contains precise instructions which will allow you to
set up such a network. Not only should you allow for additional time (at least half an hour) but you should
also alert Teleco a day or two before the installation. When you change the computer name, it will
become necessary to re-enter the licensing information for the Perfect Operator.
Connectivity Planning
Get all the switch information ahead of time. Have ready the make, model, software revision, and the type
of disconnect the switch supports (i.e., loop current, re-order tones, or silence. If tones, you will need to
obtain a detailed description of the tones: frequency, range, and durations). If you do not know this
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information, it may be difficult to detect disconnects, and the system will not perform optimally. This
manual provides full instructions for integrating your Perfect Operator with your switch.
Installation Planning
The following chapters provide many details for setting up your system. This section is devoted to a brief
overview of what you'll be doing, the approximate times necessary for each step, and it points out the
sections in this manual that will be of most help when you install the Perfect Operator.
1. Have your "clean" import file ready on a floppy disk. See "Directory Import Preparation", page 4
Allow up to one hour (this should be done off site).
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2. Physically connect the Perfect Operator to the switch. See "Connecting to the Switch", page 9.
Allow a few minutes, if the lines are ready beforehand. This does not include the time to set up the
hunt groups and any other required PBX programming.
3. Verify that the Perfect Operator correctly detects a hangup. See "Setting and Testing Hangup
Detection", page 12. Allow twenty minutes, if you have all the information beforehand.
Otherwise, plan on experimenting with settings over the course of the next few days, and advise
all end users that the installation is not yet finalized, and that this may affect performance.
4. Optionally connect the Perfect Operator to a local area network. See "Connecting to a Network",
page 14. Allow up to one hour. Coordinate with the IT manager beforehand.
5. Import your Directory. See "Importing the Directory", page 21. Allow anywhere from one minute,
if you've done your job right beforehand, up to half an hour if not.
6. Optionally copy your pre-recorded prompts to the Perfect Operator, if you've ordered professional
prompts from Teleco. See "Copying Pre-Recorded Prompts", page 25. Allow a few minutes.
7. Set up a Script. See "Setting Up Custom Greeting Prompts", page 25. Allow fifteen minutes to an
hour, depending on how much customization is necessary.
8. Attach your Script(s) to the ports(s). See "Attaching Different Scripts to Different Ports", page 31.
Allow a few minutes to test.
9. Test and tune barge in. See "Testing and Tuning Barge-in", page 33. Allow anywhere from ten
minutes to two hours. Sorry, there's no way to judge how long this will take beforehand, because it
is highly dependent upon line quality, background noise, etc.
10. Teach the on site administrator how to add, delete and change records. See "Adds, Deletes,
Changes", page 40. Allow fifteen minutes to an hour.
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11. Teach the on site administrator how to record names. See "Recording Names", page 46. Allow
fifteen minutes.
12. Optionally record all greeting and name prompts in a non-professional voice (if the site has elected
not to use professional greeting prompts). See "Recording Prompts", page 49. Allow at least half
an hour; any additional time dependent upon the size of the database.
13. And finally, test the system by calling in at least a few dozen times and asking for as many
different names as possible. This can help you discover any name prompts that may have been
forgotten, any extensions which may have been mis-typed, and many other possible "glitches"
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which are always best to correct in the early stages!
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2 - Directory Preparation
Directory Import Preparation
Start with Microsoft Excel. As you know, Teleco provides you with a corporate directory worksheet. If
you follow this worksheet, not only will you organize the data correctly, but you'll also have an easy way
to convert the data to the tab delimited format necessary for the import.
·NOTE: Some of the following directions are optional; but if you follow them, though they look like
extra work, you may find that they make the job more straightforward and reduce the possibility of
errors at your installation.
We suggest that you store one-name items (such as "Accounting,") and department names in the last
name column, even if they're compound words such as "Accounts Payable," or even "Sales Department."
This makes it easier to locate the departments in a long list, because you'll usually sort the directory last
name first for any large installations.
1. Remove leading or trailing spaces from all names. This is extremely important, because it will
affect the speech recognition process, in some cases causing the caller to experience a slight pause
between saying a name and hearing the confirmation prompt. To remove the spaces, first sort your
list so that department names or other records with a "blank" first name are at the bottom of the
list. Then highlight the entire range of employee names and/or all records that have both a first and
last name. Single click the left-most name in the first row of names then scroll down until you see
the very last row of names, hold down the Shift key, then single click in right-most column
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(nicknames). An entire rectangle should be highlighted. From the Edit menu, choose the Replace
command. Click in the "Find What" box, and press the spacebar once. Enter an underscore
character in the "Replace With" box. Press the "Replace All" button, and then close the dialog
box. Now visually inspect the range, looking for an underscore character before or after a name. If
you find any, remove them.
·NOTE: The procedure above will also insert an underscore character in the middle of a compound
name, such as Mary Smith_Jones. Be sure to edit such cells and change these underscores back to a
space.
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2. Highlight the entire range, including the department names, plus the telephone, nickname,
department, and any other columns. From the Edit menu, choose the Copy command. From the
File menu, choose the New command, for a blank worksheet. Click in cell A2. From the Edit
menu, choose Paste. This brings all the important data over, and lets you place a row of headers
above it. From the Format menu, choose Column > AutoFit Selection to make it all more readable.
3. Starting with cell A1, and moving to the right, type in these headers: FirstName, LastName,
Telephone, Department, FirstNick1, FirstNick2, LastNick, Notes, Audiotext.
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4. Carefully look through the contents of the first two columns, and make sure that the first names
are truly first names, and the last names are truly last names. Edit where necessary. If, as in the
spreadsheet in the illustration above, you have multiple entries for people who also have cell
phone numbers, pagers, and home phone numbers, refer to the section entitled "Cell Phone
Listings Strategies." You must be sure to have a consistent approach to handling these extra
records.
5. Check the numbers in the telephone column, and verify that they're all valid numbers which may
be dialed from an internal extension.
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Ø IMPORTANT: There must be no blanks in the extension column. Place a 0 (zero) in any cells for
which you expect to enter a number later.
6. You must "parse" any uncommon nicknames for which multiple nicknames were placed in the
nickname column. Your spreadsheet now has columns for FirstNick1, FirstNick2, LastNick, and
Notes. If you have two first name nicknames, place one in FirstNick1, and the other in FirstNick2.
If a pronunciation hint was placed in the column, move it to the Notes column. In other words,
every column must contain one or zero pieces of information. One nickname is good, but two
nicknames separated by a comma will mean trouble for your import!
7. You may wish to include last name nicknames. For example, if you wish to include a department
name nickname (for example, "Sales" for "Sales Department." You may also wish to place a last
name nickname for employees who normally go by a married, or hyphenated name, but who also
receive calls for their maiden name. Place such a nickname in the "LastNick" column.
Ø IMPORTANT: To import a "last name nickname," there must be a "first name nickname" column to
the left of the "last name nickname" column. In the case of a department name, be sure that the cell to
the left of the "last name nickname" is blank. In the case of, for example, a maiden name, be sure that
the cell to the left includes the first name.
Ø The Perfect Operator import process automatically assumes that a "first name nickname" is followed
by the last name in the last name column of your import worksheet. It also assumes that a "last name
nickname" is linked to the "first name nickname" in the preceding column. The import process will
fail if the column that precedes a "last name nickname" is not a "first name nickname."
Ø If you wish to set up "first name only" support, you'll place the first name of any personnel you wish
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first name only support for in the last name column on a separate line for each individual. Remember
that first name only support should be used with care. Typically, first-name-only support should be
used for small directories.
·NOTE: If you wish to add cell phone entries or pagers in addition to normal extensions, enter the
cell phone number on a separate spreadsheet row. We suggest placing the word "cellphone" after the
last name in the last name field, such as "Smith cellphone," or "Jones pager." This allows us to
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"paste" the word "cellphone" or "pager" at the end of the recording of the last name. If you prefer to
enter "Smith's cellphone," then there will be an additional cost to record that phrase as a custom
recording.
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8. If you intend to include any audiotext announcements, be sure that the "last name" column
includes the word or words which the caller should ask for. Place the name of the .wav file which
will serve as the audiotext file in the audiotext column, minus the file extension. Thus,
"myaudiotextfile.wav" should be entered as "myaudiotext."
9. Check every cell over again. Catching errors at this stage saves you time later.
10. Write down the names of the header columns, especially if you've customized them. What's
important is that you remember the exact order of the data.
11. Be sure to save your new spreadsheet in Excel format, before saving to tab-delimited. From the
File menu, choose Save As. Save it as a normal Excel file, with the name of your choice. DON'T
overwrite the original file! You may need it sometime... for example, for the prompt text! At this
point, you must delete the header row. Click on the "1" header at the far left of the first row. This
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selects the entire first row. From the Edit menu, choose Delete.
12. Now, save it as Tab Delimited. From the File menu, choose Save As. From the "Save As Type"
box, choose "Text (Tab-Delimited)." Name the file whatever you want. Remember which folder
you saved it to!
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13. Exit Excel, and open an Explorer Window (My Computer), and navigate to the folder in which
you saved the tab-delimited file. Find the file, single click on it, and from the File menu in
Explorer, choose Rename. You must change the file extension to "imp." Example: MyImport.imp.
14. If you've created the file on a machine other than the one in which the Perfect Operator directory
is to reside, then you need to copy it to a disk and carry it to the machine, or copy it over the
network if applicable.
15. Copy the file ("MyImport.imp," or whatever you named it) into the following folder on the Perfect
Operator: \Program Files\Phonetic Systems\Phonetic Attendant\Coordinator Files\Import.
16. See the section entitled "Importing Your Directory," for next steps.
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3 - Setup
Connecting to the Switch
The process of connecting the Perfect Operator to your phone switch is two-fold: physically connecting
the server, and setting the server parameters in the Administrator so that the server will communicate with
the switch properly.
Preparation
First, find out the following about the switch:
· The manufacturer and model number.
· Upon a hangup, does it provide re-order tones or loop current.
· If the switch provides tones upon hangup, find the description of the tones in the appendix of the
switch manual. These will usually be expressed as two frequencies in Hz, a range expressed as in
Hz plus/minus, and times on and off, expressed in fractions of a second (which you'll convert to
milliseconds, if necessary). Write the tones down.
· While you have the manual open, find the description of the tones for the busy signal. It's unlikely
you'll need to use these settings; however, write them down. Should the tones be so far out of the
ordinary as to be unrecognizable by the Perfect Operator, you will have to enter them in the
Administrator software later.
· If the switch provides loop current upon disconnect, there should be no settings to write down.
· Next, make sure the analog ports are available from the switch. You'll need four analog ports per
board installed in the server. You'll need one additional analog port for the modem.
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·NOTE: In some cases, particularly if Teleco must support a multiple server setup remotely, we may
require as many analog ports as there are servers to be set up for the initial installation. Once the
system if properly installed, we'll only require one port for the modem, which usually should be
attached to the master server.
· Each port will require an RJ-11 modular phone plug.
· We strongly suggest labeling each plug with its proper extension number. Although you'll probably
be dealing with hunt groups, and may think this is unnecessary, this is extremely useful in testing
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the system during the initial installation, and in testing the system when assigning different scripts
to different ports/channels.
·NOTE: Once the port is connected to the telephony board, think of it as a "channel," which is how
the telephony board manufacturer usually refers to it.
Making the Physical Connection
Plugging the ports into the board channels is a simple matter. It's useful to make a note of which ports
you've plugged into which channel. Your system should have come with two splitter cables for each
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telephony board. The two interface connector jacks on the card carry two channels each.
1. Plug the single side of each line splitter cable into the two interface connector jacks on the card.
·NOTE: There are three jacks on the telephony card into which an RJ-11 plug will fit. The two
interface connector jacks are the two that are next to each other.
2. First start with the interface connector jack at the top of the card (of the two plugs next to each
other, the one farthest away from the center). On the splitter side of the splitter cable, plug your
first port into the jack marked "A." This is channel one. Make a note of which extension is
connected to channel one.
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3. Repeat for channel 2, which is the jack marked "B" on the same splitter cable.
4. Repeat for channel 3, which is the jack marked "A" on the other splitter cable.
5. Repeat for channel 4, which is the jack marked "B" on the second splitter cable.
·NOTE: If more than one server is being administered, repeat for the other servers. BUT: proceed to
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the sections marked "Connecting to a Network" and "Master-Slave" setup before going on to the
next step in this section!
Noting Extensions in the Administrator
We strongly recommend notating which extension number is connected to each channel within the
Administrator software. This will help you "track" any problems down the road.
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Perfect Operator Administrator.
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·NOTE: If there is more than one server being administered, start with the currently selected server in
the left pane of the Administrator window, follow the steps below, and then select each of the other
servers and repeat the steps below for each.
2. Check that the Channel Configuration tab on the right side of the Administrator window is
selected.
3. Select and enter the extension numbers written down in the previous steps in the "Extension No."
column. Each row corresponds to the channel number in the header at the left. Leave the
Administrator window open for the steps in the next section.
Assigning a Test Script to Each Channel
We recommend immediately testing the system (now that it's connected to the switch) by assigning a
"demo" script to each channel and calling the direct extension numbers, one after the other. The system
comes with a demo called "Star Track." In the demo, the Perfect Operator answers your call, asks you to
say the name of a Hollywood movie star, makes a cute comment, and reads you a telephone number (not
a real number!) for the star. It not only tests the system and its connections, it's a great way to give the
employees at the site a positive introduction the Perfect Operator because of the "light" touch of the
demo.
1. In the Channel Configuration tab (see previous section if you've closed the Administrator), locate
the "Script" column. Single click at the right side of the "Script" cell in the first row,
corresponding to channel one. A dropdown list appears.
2. Select "Star Track Demo."
3. Repeat for the other channels.
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4. Call into each of the extensions in turn and interact with the Star Track Demo. If the demo
successfully plays and reco's your choice, have an employee at the site call into the demo as well.
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·NOTE: Some of the stars in the Star Track database include Arnold Schwarzenegger, Julie Andrews,
and Kim Basinger.
Setting and Testing Hangup Detection
Now that you know the Perfect Operator is picking up calls and reco-ing, the next step is to make sure it
detects hangups.
Ø IMPORTANT: It's vital that hangup detection works correctly. If the system doesn't recognize a
hangup, it continues the script, playing prompts and attempting to reco as spoken words the tones that
come back from the switch. This takes up CPU cycles and may negatively affect call processing on
any other channel that is simultaneously active. Additionally, it will significantly skew the machine's
statistics in a negative way, increasing the "Not Found" items.
1. In the Administrator Window, (see previous section if you've closed the Administrator), locate the
"PBX Parameters" tab; click on it and make active.
2. Refer to your notes regarding how the switch handles hangups, in the "Preparation" section. If the
switch provides Loop Current, check the "Use Loop Current for Disconnect Detection" box, and
set the length in seconds to 10 (the maximum).
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3. If the switch provides tones upon Disconnect, check the "Use Frequencies for Disconnect
Detection" box, and proceed to the next step.
4. Click the "Advanced" tab to make it active.
5. Enter the frequencies and timings in the "Disconnect Signal" area of the "Advanced" tab.
Remember to convert fractions such as ".5 seconds" to milliseconds.
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6. While the "Advanced" tab is active, compare the busy signal tone description noted previously to
the settings in the window. In most cases, no change will be necessary.
Testing Hangup Detection
It's now necessary to verify that the Perfect Operator is indeed detecting a hangup.
1. From the Administrator menu, choose View > System Configuration. The System Configuration
window appears.
2. Click on the small cross to the left of your server to expand the tree to show Channels.
3. Click on the small cross to the left of "Channels" to show your configured channels. You now see
all your channels. When a channel is active, the small icon at the left changes to a small "head" to
show activity, and the text to its right indicates a connection.
4. Click on the Channels window caption bar, and drag the window to one side of the display. We
also wish to open the Windows task manager to monitor CPU activity for the test, and should have
some room.
5. Right-click on the Windows task bar. Choose "Task Manager" from the pop-up menu.
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6. When the Task Manager appears, click on the "Processes" tab. Then click on the "Memory
Usage" header to sort the items in the list. Sort so that the largest number appears at the top. If the
lowest number appears at the top, click the header again, to re-sort in descending order.
7. Arrange the windows so that you can clearly see both the Task Manager and the System
Configuration window.
8. Now, test the system by calling in, waiting until the Perfect Operator picks up, and hanging up.
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Hang up as soon as it's said the first few words of the greeting. Watch the Channels window.
When it first picked up the call, the icon should have turn to a head. Within several seconds, as
soon as it's played the main greeting, the channel should return to an inactive state. At the same
time, notice the CPU activity column for "pdsmain" in the task manager. This indicator may go as
high as 100%, but should only stay at its peak for a second or two. If it peaks, drops significantly,
then peaks again, then the system is not detecting the hangup again (make sure no one else is
testing the system at the same time!). Go back to the PBX Parameters tab and check your settings.
There are two additional ways to verify that the system is properly detecting hangups:
1. Immediately after a "test" hangup, open the \Program Files\Phonetic Systems\Phonetic
Attendant\User Files\CallsRecordings folder. Set the Explorer window to view file details, and
sort the files by date, most recent first. Find your test call by the file creation time. The file name
should include a long number and "fullname." If the next most recent file is the same number plus
"fullname_repeat," then the system did not detect the hangup--the system tried to perform speech
recognition upon either the tones or silence delivered after the hangup.
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2. Immediately after the "test" hangup, open the \Program Files\Phonetic Systems\ Phonetic
Attendant \User Files\Sessionlogs folder. Set the Explorer window to view file details, and sort the
files by date, most recent first. Find the most recent "Session log" file. Open the file by double-
clicking it, and scroll to the bottom of the file. If the system properly detected the hangup, there
will be a notation describing either a "hangup" or "disconnect."
Connecting to a Network
This section is more concerned with general networking issues than with the Perfect Operator.
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In many cases, we prefer that adding additional telephony boards be done in conjunction with adding
another CPU (in another PC, not a dual or multi-CPU system). Speech recognition is a very demanding
process when measured in CPU cycles. Once multiple CPU's are required, a network is required.
In other cases, a customer wishes that the Perfect Operator be added to the existing network at the site.
This allows for easy administration from, for example, the IT department's desktops.
The Perfect Operator communicates between PCs via TCP/IP protocol. Since this is the default transport
protocol for Windows NT networking, you'll usually not have to worry about setting up the network.
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That is beyond the scope of this section.
Setting Up a Perfect Operator Only Network
If the customer does not wish to incorporate the Perfect Operator into the local network, but you have
multiple Perfect Operator PCs, this section is for you. This assumes that nothing else is connected within
this small network but the Perfect Operators. One PC will be the "Master." Each successive PC will be a
slave. The computer name of the "Master" will be "Master." Each slave will be "Slave1," "Slave2,"
"Slave3," etc.
1. Purchase a reasonably priced 10/100 Ethernet hub. Linksys and NetGear are both inexpensive and
dependable, with the later brand winning several magazine awards. Purchase CAT 5 cabling for
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the PCs.
2. Plug in the hub's power supply, then connect the first PC to the hub. Don't plug in the others yet.
As configured by Teleco, each PC has the same name and network address; these have to be
different.
3. Start the first PC, which we'll call the Master server. Once booted, right-click on the "Network
Neighborhood" icon and choose "Properties" from the menu. The Network dialog appears.
4. Select the "Identification" tab if not currently selected. Press the "Change" button. In the
Identification Changes dialog, change the name of the server to "Master," and press OK. Windows
may prompt you to restart the system; if so, just press No, so that you can continue.
5. Select the `Protocols" tab. Select "TCP/IP Protocol" and click the Properties button.
6. In the section marked "IP Address," change the address to 192.168.1.1. Note that each digit is
separated by a dot within the edit box, and that pressing the "period" key advances from one
section to the next. Note that this is a standard IP address range dedicated to private networks.
7. Click OK twice to close the Network dialog. You'll be prompted to restart the system. Do not do
so at this time.
8. From the Windows Start menu, choose the "Run" command. In the Run dialog that appears, type
in "Notepad c:\winnt\system32\drivers\etc\hosts." and press Enter. Don't type in the quotes; don't
forget the period at the end. This opens a text file which lists the names and IP addresses of the
computers that will be on our small network. Without this file, Windows would have no way of
contacting the other computers by name.
9. At the bottom of the file, type in the IP address you've just entered, spaces to align the next
column with the one above, and the computer name of the master computer that you've just
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renamed:
192.168.11
Master
10. On the next line, type in the IP address of the first slave, which you will configure next, spaces to
align the next column, and the computer name that you're about to rename:
192.168.1.2 Slave1
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11. Add additional entries for any additional slave servers you'll be installing, incrementing the last
part of the IP address by one, and incrementing each "name" by one. Write down the IP addresses
and names!
12. Save the file, and reboot the system.
·NOTE: Upon rebooting, the Perfect Operator will display an error. When we change the name of the
server, we invalidate the license. Continue with the next steps, and refer to the "Licensing" section of
this manual regarding updating the license when finished.
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13. Connect the second system to the hub and boot it. This will be Slave1.
14. Repeat steps three through eleven. Remember that the computer name should be Slave1, and its IP
address should be 192.168.1.2, in steps four and six, respectively. Don't reboot this machine yet.
The slave machines require additional steps.
15. From the Windows Start menu, choose the "Run" command. In the Run dialog that appears, type
in "regedit" without the quotes, and press Enter.
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16. The Registry Editor window appears. From the menu, choose Edit > Find. Type "Coordinator
Name" in the "Find What" box, and uncheck "Keys" and "Data," so that only "Values" is
checked, then press OK. Once the value is found, the status bar should say: My
Computer\H_KEY_LOCAL_MACHINE\SOFTWARE\Phonetic Systems\PhoneticOperator\1.00.
17. In the right pane of the Registry Editor, Coordinator Name should be highlighted. Double-click it.
A small dialog appears. Replace the old value (localhost) with "Master," without the quotes, and
press Enter.
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18. In the right pane of the Registry Editor locate "WatchCoordinator." Double-click it. A dialog
similar to the last one appears. Replace the old value with "0" (the number zero) without the
quotes, and press Enter. Close the registry editor.
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19. From the Windows Start menu, choose the "Run" command. In the Run dialog that appears, type
in "notepad c:\program files\Phonetic Systems\Phonetic Attendant\data\applicationdetails.prm"
(this time with the quotes!). A small file appears in notepad. On the second line, change
"Attendant" to "Slave1." (or if processing Slave2, that machine name, and so forth). Save the file
and close Notepad.
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20. From the Windows Start menu, choose the "Run" command. In the Run dialog that appears, type
in "notepad c:\program files\phonetic systems\Perfect Attendant\coordinator
files\data\pauserresource.prm" (with the quotes!). A small file appears in notepad. On the first
three lines, change each instance of "Attendant" to "Slave1." (or if processing Slave2, that
machine name, and so forth). On the fourth line, which will say "ServerOnCoordinator," change
"Attendant" to "Master." Save the file and close Notepad.
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21. On the Windows desktop, double-click "My Computer." In the Explorer folder window which
opens up, right click Drive C:, and choose "Sharing."
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22. In the Properties dialog which appears, the "Share Name" box should say "C$." Press the "New
Share" button.
23. In the "New Share: dialog which appears, type "Slave1" as the share name. Press OK twice to
close the open dialogs. Adding this share allows Teleco technicians to more easily manipulate files
on the slave servers if connected remotely through the master. Remember to change the share
name to "Slave2" on the "Slave2" machine and so forth.
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24. You may now reboot the system
·NOTE: Upon rebooting, the Perfect Operator will display an error. When we change the name of the
server, we invalidate the license. Continue with the next steps, and refer to the "Licensing" section of
this manual regarding updating the license when finished.
25. Repeat steps fifteen through twenty-two for any additional slave servers, remembering to change
"Slave1" to "Slave2," "Slave3," etc.
Setting Up Multiple Servers on a Pre-Existing Network
Please read the previous section carefully. The only differences between setting up on the private Perfect
Operator network and the customer's previously existing network are:
1. The customer's IT department will advise the server names and IP addresses. Note that it doesn't
matter that the "Master" is called "Master." Just remember which assigned name/address is the
master!
Ø Important: We strongly recommend using static IP addresses. If the customer prefers DHCP
(dynamically assigned addresses), do everything possible to get static IP addresses. When leases
expire, you run a strong risk of disconnecting the Master/Slave communications, even if a WINS
server is available, and it's difficult to put that back together again.
2. The customer should advise of any additional network settings necessary, such as DNS name,
WINS server address, etc.
3. If the machines are communicating through a router and/or firewall, be sure the IT department is
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informed that the machines will communicate through ports 9879, 9880, and 9881 via TCP. It is
their responsibility to insure that those packets are let through the firewall.
4. If machines are located at different sites, connected through a wide area network, ask the IT
administrator to ping an address at the other site and tell you the latency (in milliseconds). If
there's a long latency, e.g., greater than 500 milliseconds, consult with Teleco.
5. The customer may have concerns regarding security, specifically, the file shares set up in the
above steps, and perhaps more importantly, access to the master computer via pcAnywhere.
Teleco will be happy to discuss alternate share and remote access arrangements in a conference
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call.
Licensing
Your system may or may not have a valid license at this point. If you've changed a machine name, as in
the network setup steps described above, the license is invalidated. If your system is greater than eight
ports, or is to handle more than 500 names, you may need to update your license. Examine your current
license and contact Teleco Inc. if necessary:
1. From the Start menu, choose Programs > Perfect Operator > Perfect Operator licensing. The
following dialog appears. If you have a valid license, the "time limit" should be "none," and the
maximum directory size should be the number for which you've purchased the license. If not, you
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must proceed to step two.
2. Carefully write down the number in the site code box, and call Teleco Inc. A representative will
provide you with a valid license.
3. Carefully enter the site key information in the site key box, and press the Update button. A
message verifying that the license has been successfully updated will appear. If an error message
appears, it's most likely due to a typo. Repeat steps one and three.
Master-Slave Setup
Prior to setting up the Master/Slave(s) relationship(s) you must first follow the directions the sections
called "Connecting to a Network." Once the network is properly setup, adding "slaves" is simple.
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Before doing so, be sure that the Master can "see" each slave on the network. From the Windows Start
menu, choose Programs > Command Prompt. In the command box, type in ping Slave1 <enter>. The
response should be three repetitions of a line starting with "Reply from" and some statistics. Repeat for
each slave. If there is no response--if the response says "Network unreachable" or "timed out," then
there's a problem with the network setup. Do not proceed until the network problem is resolved. Go back
over the directions in the "Connecting to a Network" section until the problem is identified.
To add "slaves" to a multiple-PC Perfect Operator setup:
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1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Perfect Operator Administrator.
2. Right click on the Master server in the left pane, and choose "Add Server" from the popup menu.
3. Type in "Slave1" in the dialog box which appears (or "Slave2", and so forth, for additional slaves)
and press Enter.
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Henceforth, changes made to the server will be migrated to the slave.
Importing the Directory
The directory functions as the Perfect Operator's "phonebook," i.e., it's the database that allows the
Perfect Operator to associate a name with a telephone number. This section assumes that you've created
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the .imp file and copied to the appropriate folders, as described in the "Directory Import Preparation"
section.
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Perfect Operator Administrator.
2. From the Tools menu, choose "Directory Maintenance..." This opens the Directory Maintenance
tool, which has its own menu.
3. From the Directory Maintenance tool's menu, choose File > New Directory > Use Import File...
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4. In the Import File Properties dialog which then appears, type a name for the directory in the
Directory Name box. Please avoid using characters that the operating system may regard as illegal,
such as ampersands, asterisks, and question marks.
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5. Press the Browse button. The file that you copied as per the instructions in "Directory Import
Preparation" should appear. Select the file and press the Open button.
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·NOTE: The "browse buttons" throughout the Perfect Operator administrator do not browse the file
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system. They simply list files that exist in the directory or directories in which that type of file is
supposed to belong. Therefore, remember to follow directions to copy files to particular directories
carefully.
6. Refer to the column order that you wrote down as per the instructions in "Directory Import
Preparation." Using the Add button, the column name chooser, and the arrow buttons, fill the
"Import File Field Order" list with your column name types and column names in exactly the
order that your column names appear.
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·NOTE: For each column that you define, choose the radio button in the "Column Type" group box
that corresponds to the proper field.
·First Search Column Alias refers to a first name nickname, and Second Search Column search Alias
refers to the last name.
Ø Important: Remember when using a Second Search Column Alias that it must be preceded by a First
Search Column Alias column.
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7. The directory properties dialog appears. Select the column names from the "Unassigned Columns"
list in lower right hand box one at a time, and drag them to one of the other boxes.
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·NOTE: The first and last names should be dragged to the search columns box... in that order. If you
drag last name first, and then the first name, the system will assume that callers are to request names
last name first.
·The check boxes in the "Search Options" group box apply to one field at a time. You almost
certainly will wish to check the "generic aliases" for the first name. This allows the system to
recognize common nicknames, such as "Jim" for "James."
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·NOTE: You may wish to turn on the "Allow partial matches" option for the last name fields. For
example, if you have a last name followed by a "Junior" or "Senior," such as in John Smith, Junior,
this will allow the Perfect Operator to recognize both John Smith, and John Smith Junior.
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·The telephone field, and only the telephone field, should be dragged to the Primary Routing Column.
·Filter fields allow the Perfect Operator to choose between duplicate entries. Normally, only the
department name field should be dragged to this list box. In the case of a John Smith in Sales, and
another John Smith in Customer Service, duplicate name support allows the Perfect Operator to
query the caller with "For John Smith in sales, say or press one. For John Smith in Customer service,
say or press two."
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8. When all columns are properly labeled, press the Import Now button. A message box should
appear indicating the data was successfully imported.
·NOTE: It's OK to leave columns in the "unassigned" box, so long as you've filled in your search
and primary routing lists.
Ø Important: Data validation at this step is perfunctory. It's possible to import bad data during the
import process. Be very careful when preparing the import file to check that all data is properly
formatted.
9. After a successful import, the Perfect Operator will offer to open the newly created directory.
Click Yes or No.
Copying Pre-Recorded Prompts
Your pre-recording greeting prompts, if not installed by Teleco Inc. will be sent to you via email. Once
received, copy the files to the \Program Files\Phonetic Systems\Phonetic Attendant\User
Files\PromptsRecordings and the \Program Files\Phonetic Systems\Phonetic Attendant\Coordinator
Files\PromptsRecordings folders. Copying the .wav files to these folder automatically adds the files to the
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browse list in the Prompts editor.
Ø Important: The above instruction applies to greeting prompts--not name recordings!
Setting Up Custom Greeting Prompts
Setting up Custom Greeting Prompts requires that you understand the structure of your script's
"conversation." Because most installations will base their script on the "Standard" script (not to be
confused with "Standard Greetings"), this section will use that script as the starting point.
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The Scripts tab of the Administrator tool allows you to see the overall architecture of the "conversation,"
and the individual questions. By looking at the tree on the "Search Settings" tab, you can immediately
view the order in which the Perfect Operator asks the caller for information, and the names of the specific
prompts that gather that information. By looking for the names of the specific prompts on the tree on the
"Prompts" tab, you can then drill down to the specific prompt fragments.
In most cases, your site will wish to play a very short "welcome," such as "Thank you for calling Acme
Corp." This is called the welcome prompt. Then, a prompt which will instruct the caller to say a name--
which is called the fullname prompt. (The fullname prompt will most likely be composed of a few short
.wav files--cutting them up into one or two sentences each makes it easier to change your greetings in the
future, and is more efficient for the Perfect Operator).
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Ø Important: A "prompt fragment" corresponds to a single .wav file which is to be played as part of
that particular prompt. Teleco recommends that you break any long greeting prompts into several
fragments of one or two sentences each. It takes the system a short period of time to load a .wav file.
If a long prompt consists of only a single, very large .wav file, the caller may perceive a short pause
while the system loads the file.
For the purposes of this section, we'll assume that Acme Corp wishes to replace the default greeting
prompt with the following two fragments:
· "This is the Perfect Operator at Acme Corp." (file name: this_is_Acme_Corp.wav).
· Please say the full name of the person or department you wish to reach at anytime during this
greeting." (file name:acme_say_fullname.wav).
· "To reach a customer service representative, say `customer service.' For immediate assistance, say
`operator.'" (file name: to_reach_cust_svc.wav).
· "For our address, website, or fax number, please say `company information.' (file
name:say_company_info.wav).
·NOTE: Time of day greetings: "good morning," "good afternoon," will not figure into this section.
In general, plan on inserting "good morning," etc. at the immediate start of the conversation, before
anything else is said. This allows you to put the time of day greetings in the welcome prompt. See the
section below, "Setting Up Time-of-Day Prompts."
Therefore, to substitute the greeting files above for the default system greetings, do the following:
1. Follow the instruction in the section called "Copying Pre-Recorded Prompts" to the necessary two
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directories. In this case, the .wav files mentioned above would be copied.
2. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Perfect Operator Administrator.
3. Click on the Scripts tab at the bottom of the Administrator window.
4. Create a script for your site by choosing File > Add Script. Name the script in the New Script
Name dialog. In this example, we'll simply call it "Acme."
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5. The "Based on Script" dialog appears. You will most likely wish to base your script on "Standard"
(not to be confused with "Standard Greetings"), which includes both time-of-day greetings
support, and audiotext announcements. Choose it from the drop down list and press OK.
6. Click on the "Search Settings" tab in the middle of the right pane of the Administrator window.
This displays the conversation flow or architecture. Locate the "Search Flow" tree, and note that
the first "stage" is labeled "Full Name."
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7. Now locate the specific fragments of the "Full Name" prompt. Click on the "Prompts" tab, and
locate "Full Name" in the tree in the left pane. All the prompt fragments at this node constitute the
questions that the Perfect Operator can possibly ask the caller at this stage. The node entitled
"<Full Name>," which is located below the "Full Name" node is the "question" the Perfect
Operator asks in order to solicit a response from the caller that will be identified as the full name.
All the other nodes are follow up questions, in the case that the response wasn't understood. If the
name wasn't found, or the connection was too noisy, for example, the Perfect Operator asks the
caller to repeat the full name. The node asking for the repetition is the node under "Full Name"
entitled "<Full Name> Repeat." Click on the prompt fragment entitled "<Full Name>" in order to
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view the prompt fragments that the system uses as a default.
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8. In the right hand pane, in the "Fragment Content" list box, you'll note a single prompt fragment
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that says "Please say the full name of the person you want to reach." We wish to add the last three
of the four prompt files noted above, and to delete the current prompt fragment. Click the "Find
Recording" button, which is the bottom (binocular) button in the vertical row of buttons between
the tree and the list box. The "Recording List" dialog appears. Scroll down until you see
"acme_say_fullname.wav," or the file name of the first prompt fragment you wish to substitute.
·NOTE: The "other" greeting prompt, which merely said "This is the Perfect Operator at Acme
Corp." will be placed at a different node in the prompt list. That welcome prompt will play to the
caller before the other three. This manual is purposely "skipping ahead" to the fullname prompt,
showing you the Search Settings hierarchy, in order to impress upon you the structure of the possible
"conversations" the caller may have with the Perfect Operator.
9. Drag each prompt fragment .wav file into the "Fragment Content" list box of the Administrator, in
the order that they're to play to the caller. In the example above, the files
"acme_say_fullname.wav," "to_reach_cust_svc.wav," and "say_company_info.wav" would be
dragged in that order.
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·NOTE: Double-clicking or pressing Enter will not add the prompt fragment; you must drag it. This
is designed to lessen the chances of modifying a prompt accidentally).
10. Close the "Recording List" dialog by pressing the close button in the top right hand corner.
11. You should now have three prompt fragments without text descriptions, directly below the
original "Please say the full name of the person you want to reach" fragment. Double-click on the
second fragment. This should be the "acme_say_fullname.wav" file.
12. The "Edit Fragment" dialog appears. Type in the text of the recorded prompt. It's important to
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enter the prompt text because the text you type in will appear on the detail reports documenting
the call's conversation. In the case of this particular .wav file, the text we set up was "Please say
the full name of the person or department you wish to reach at anytime during this greeting."
Substitute the precise text of your prompt, and press OK.
13. A warning message appears, saying that you've changed the prompt text without changing the
associated .wav file. Press OK to close the warning message. (Normally, this would be a good
warning, but in this case, we really do mean to change the text without changing the .wav file).
14. Repeat the process of typing in the dialogue text for the other two fragments.
15. Delete the original prompt fragment (which should still be at the top of the list box). Right click on
the fragment and choose "Remove Fragment" from the popup menu. You'll be prompted to
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confirm the deletion.
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16. Now change the welcome prompt. In the tree hierarchy on the left hand side pane, locate the
"Welcome" node. Immediately below it will be a node called "main message." Click on it.
17. Click the "Find Recording" button, which is the bottom button in the vertical row of buttons
between the tree and the list box. The "Recording List" dialog appears. Scroll down until you see
"this_is_Acme_Corp.wav," or the file name of the first prompt fragment you wish to substitute,
and drag it into the Fragment Content listbox in the right pane.
18. Close the "Recording List" dialog by pressing the close button in the top right hand corner.
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19. You should now have two prompt fragments, one without a text description. Double-click on the
second fragment. This should be the "this_is_Acme_Corp.wav" file. Type in the proper text, press
OK, and ignore the warning that you are changing the text without changing the content of the
.wav file.
20. Delete the prompt above it, i.e., the original welcome prompt.
21. From the Administrator menu, choose File > Save Settings, and then press the Update Server
button on the toolbar. Your prompts have been updated.
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22. Choose File > Save Settings to make your changes permanent.
Setting Up Time-of-Day Prompts
The prompts hierarchy for Audiotext includes nodes for "Afternoon," "Evening," "Morning," and "Off
Hours" greetings. Beneath each of these nodes is a node called "main message." Prompt fragments placed
here replace the "Welcome" prompt fragment when you've selected Time-of-Day prompts. The default
professional recordings are, respectively, "Good afternoon," "Good evening," "good morning," and
"Thank you for calling. Our offices are now closed." If you wish to change these greetings:
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Phonetic Administrator.
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2. Click on the "Scripts tab at the bottom of the Administrator window, and choose your script from
the dropdown list box.
3. Locate the node you wish in the left pane, such as "Morning Greeting." Click on the "Main
Message" node that "belongs" to it.
4. Click the "Find Recording" button, which is the bottom button in the vertical row of buttons
between the tree and the list box. The "Recording List" dialog appears. Scroll down until you see
the file name of the prompt fragment you wish to substitute. Drag the file name into the "Fragment
Content" list box of the Administrator, and delete the default prompt fragment.
·NOTE: Double-clicking or pressing Enter will not add the prompt fragment; you must drag it. This
is designed to lessen the chances of modifying a prompt accidentally).
5. Close the "Recording List" dialog by pressing the close button in the top right hand corner.
6. Double-click on the "good morning" or other time-of-day fragment.
7. The "Edit Fragment" dialog appears. Type in the text of the recorded prompt ("good morning,"
etc.). It's important to enter the prompt text because the text you type in will appear on the detail
reports documenting the call's conversation.
8. From the Administrator menu, choose File > Save Settings, and then press the Update Server
button on the toolbar. Your prompts have been updated.
9. Choose File > Save Settings to make your changes permanent.
Attaching Different Scripts to Different Ports
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You may attach different scripts, using the same or different databases, to each port. This allows the
Perfect Operator to answer each port with completely different greetings, allowing it to function in a
multi-tenant environment.
Ø Important: Remember there are certain settings that are controlled globally. Perhaps of chief
importance to the multi-tenant environment, the PBX parameters, the barge-in settings, and the
operator extension must be the same for all ports.
To set the scripts for each port:
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1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Phonetic Administrator.
2. If not already selected, click the Servers tab. Click on the server you wish to administer in the pane
on the left side.
3. Select the Channel Configuration tab in the right hand pane if it's not currently selected.
4. In the listbox on the Channel Configuration, click at the right side of each cell in the "Script"
column corresponding to the port that you wish to configure. A dropdown list appears. Select the
script that you wish for each cell.
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5. Press the "Update Server" button (second from the left on the toolbar) or choose File > Update
Server to put the new port/script assignments into effect.
6. Choose File > Save Settings to make your changes permanent.
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4-Tuning
Testing and Tuning Barge-In
Barge-in is a system feature which allows the caller to interrupt a prompt by speaking. This shortens the
time of the call transaction, especially for repeat callers, because the caller can say a name as soon as the
system picks up, and be transferred immediately without having to listen to the remainder of the greeting
prompt.
Setting the proper barge-in sensitivity is vital to the proper functioning of your Perfect Operator, and
perhaps even more vital to the satisfaction of your end-users. The Perfect Operator features full duplex
announcing and recording. This means that while it's playing a prompt to the caller, it simultaneously
listens to what the caller might say. This is very important: if it were not full duplex, it would begin
recording only after it detected that the caller was beginning to speak. Thus, it would miss some
milliseconds every time the caller started speaking. Catching every single millisecond of what the caller
said enables the Perfect Operator to enjoy a significantly higher accuracy rate than other speech
recognition systems which do not support full duplex.
Therefore, when thinking about barge-in parameters, think of the call recording as one that records both
sides of the "conversation," i.e., the Perfect Operator is recording both itself and the caller. In fact, if you
listen to any of the .wav files in the User Files\Call Recordings folder, you'll quickly find this is so.
Barge-in setting parameters therefore must do two things. The first is to suppress the sound of the prompt
that the Perfect Operator plays. (There's obviously no need for it to perform speech recognition on the
prompt). The second is to boost the volume of what the caller says (to give it the strongest signal possible
for analysis).
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The first setting, which suppresses the sound of the prompt is called the "Play Gain." This should always
be a negative number. The second, which boosts the caller's volume, is called the "Record Gain." This
should usually be zero or a positive number, and is highly dependent on the switch and the line quality.
The Record Gain therefore varies more between one site and another. If you set it too high, any noisy
background will cause barge-in to occur before the caller has said the name of the person they wish to
reach. If you set it too low, the Perfect Operator may not hear the caller, and the caller must either shout
or repeat themself to reach their party. Clearly, it's important to take the time to set up barge-in correctly.
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·NOTE: You should allow anywhere between ten minutes and three hours to set the barge-in levels
correctly.
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Perfect Operator Administrator.
2. If not already selected, click the Servers tab. Click on the server you wish to administer in the pane
on the left side.
3. Select the Advanced tab in the right hand pane.
4. Set the Play Gain by using the spin button. You'll probably set the value to -13 if you're using
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professionally recorded greeting prompts, or -15 if you've recorded them on site.
·NOTE: The suppression value for Play Gain should almost always be a negative number.
·The only time you may consider departing from either of the values above is if you play a .wav file
in the CallsRecordings folder and you distinctly hear the greeting prompt. A normal Play Gain value
should dramatically suppress the sound of the greeting.
5. Set the Recording Gain by using the spin button. The default value is zero. You can almost always
increase this to one.
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Ø Important: Always increase or decrease the above values by only one increment, then test. It's very
easy to overcompensate, and if not careful, you may easily overshoot the correct setting. We suggest
you make a note of the current settings prior to making any changes, so that you may return to the
previous settings should you actually make the barge-in sensitivity worse!
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6. Press the "Update Server" button (second from the left on the toolbar) or choose File > Update
Server to put the new port/script assignments into effect.
·NOTE: Now that you know how to change the settings, here's how to recognize what to change:
·If, in your testing, the system barges through immediately, even if the background noise is very quiet,
the prompt may be too loud. Decrease the value of Play Gain by one. Test again. Decrease the value
by one, again, until you find the right setting.
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·If, in your testing, the system never barges in, you may wish to increase the value of Record Gain.
Increase the value by one. Test again. Increase the value by one, again, until you find the right
setting.
·In some cases, you'll think you have the right barge-in setting, but later, users complain that people
calling in from cell phones report that the system barges-in immediately. In this case, decrease the
value of Record Gain by one. Stop and restart the system (see below).
Ø Important: Allow time for feedback from the users. You may find that you must return to the site
more than once over the first few weeks before barge-in is perfect.
·NOTE: As an "acid test" consider calling into the system from a noisy server room from a cell
phone. This can sometimes be the quickest route to adjusting barge-in properly.
Now that you know how to set the barge-in, you also should understand how quickly to enable it. The
Perfect Operator includes another setting to delay barge-in until X seconds after the Perfect Operator
picks up the call. This is important because some callers dial a number on speaker phone, and then pick
up the handset when they hear a voice on the other end. Picking up the hand set may sometimes produce a
loud noise, which can trigger barge-in. In this case, the Perfect Operator attempts speech recognition upon
the "thunk" noise that happened when the caller picked up the hand set.
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To set the barge-in delay:
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Phonetic Administrator.
2. If not already selected, click the Servers tab. Click on the server you wish to administer in the pane
on the left side.
3. Select the Advanced tab in the right hand pane.
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4. Set the barge-in delay in seconds by using the spin box labeled "Disable barge-in for." We
recommend one second as being sufficient for most sites.
·NOTE: You may be tempted to set a long barge-in delay to force callers to listen to your greeting
prompt. We recommend letting the caller stay in control of the discussion, else they may resent being
forced to listen to your message.
5. Press the "Update Server" button (second from the left on the toolbar) or choose File > Update
Server to put the new port/script assignments into effect.
6. Choose File > Save Settings to make your changes permanent.
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·NOTE: Barge-in settings apply for each server individually. For installations with more than one
server, be sure to set up each server.
Customizing the Conversation Tree
The "conversation" that the Perfect Operator has with the caller is completely customizable. You may
alter what information the caller must ask for, change the order in which the Perfect Operator asks the
caller questions, add or delete questions.
In the "default" conversation, the Perfect Operator asks for the full name of a person or department. When
the caller replies, it compares the result to its database. If it has a high confidence level, it immediately
transfers the call. If it has a medium confidence level, it asks the caller whether it said the name that
registered the highest confidence level.
If it has a low confidence level, it asks the caller to repeat the name. After listening to the caller repeat the
name, if it has a high confidence level, it immediately transfers the call. If it has a medium confidence
level, it asks the caller whether it said the name that registered the highest confidence level.
If it has a low confidence level at this point, it asks the caller to say the last name. It then either finds a
match or transfers the call to the operator.
Ø Important: Uniquely amongst speech recognition auto attendants, the Perfect Operator deals with the
parts of the name (first and last) as discreet pieces of information. This is another important factor in
its high rate of accuracy. If it can identify the last name, it dramatically reduces the number of
possible matches, usually by several orders of magnitude. This makes it more likely that it finds the
right match, increasing its accuracy.
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In many cases, smaller installations, with less than a few hundred names, may prefer to delete the last
question--i.e., asking for the last name. After two unsuccessful tries in a small database, it's more likely
that the name requested is simply not in the database (due to being a new hire whom the administrator
hasn't entered yet, for example) than it is likely that the Perfect Operator cannot recognize the name.
To delete the last (i.e., the "last name") question:
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
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Perfect Operator Administrator.
2. Click on the scripts tab, and select your script from the dropdown list at the top.
3. Select the Search Settings tab.
4. Right click "Stage 3" from the hierarchy in the right hand pane.
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5. Choose Remove from the popup menu.
6. Press the "Update Server" button (second from the left on the toolbar) or choose File > Update
Server to put the new port/script assignments into effect.
7. Choose File > Save Settings to make your changes permanent.
Duplicate Name/Voice Menu Support
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Duplicate Name Support helps the Perfect Operator connect the caller to the right party when more than
one employee shares the same name. It also provides a very powerful simulation of a menu structure, to
help guide first time callers to the right department.
At its most basic, duplicate name support merely informs the caller that there is more than one listing for
the name that they asked for. It tells the caller the department name of each listing, and asks for a
selection by saying number. For example:
Caller: "John Smith"
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Perfect Operator: "For John Smith from Sales say one. For
John Smith from Customer Service say two. Otherwise, say no."
As you can see, the Perfect Operator is announcing the information in the Department field (or whatever
you set the "filter" field to be) to help the caller distinguish the right target.
This also means that you can customize the prompt to help a caller find a department. For example, by
removing the "from" from the prompt, and placing a product or service name in the department name,
you can create a "menu." For example, you may create a duplicate records for Customer Service. You
may list the product names in the department field, and place the appropriate extensions for each
department in the telephone field. Thus, the conversation becomes:
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Caller: "Customer Service"
Perfect Operator: "For Customer Service (short pause)
Software, say one. For Customer Service (short pause)
Hardware, say two. Otherwise, say no."
To customize the prompt in this manner:
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Phonetic Administrator.
2. Click on the scripts tab, and select your script from the dropdown list at the top.
3. Click on the Prompts tab.
4. In the pane at the left, locate the node entitled "Fullname." Beneath that node, locate "Select
Details" and click on that node.
5. Edit the prompt in the right hand side pane as you prefer. In the case above, to remove the word
"from," locate the "from" prompt fragment (it's the only word in that .wav file), right-click the
listing, and choose Remove Fragment from the popup menu.
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6. Press the "Update Server" button (second from the left on the toolbar) or choose File > Update
Server to put the new port/script assignments into effect.
7. Choose File > Save Settings to make your changes permanent.
·NOTE: We strongly recommend limiting duplicate name choices to no more than three. More than
three choices may be confusing to the caller. If you wish to enable more than three choices, you must
change two settings. On Search Settings tab for the script you wish to enable, select the question
stage (usually fullname) for which you enable more than three choices, and set the "maximum
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questions" to the number you wish. You must also select the Script Settings tab, expand the "Full
Name" node, and check "enable DTMF for selections." Please note that when you enable more than
three choices, the caller must press a telephone keypad number to select the choice. They may not
say "one," "two" or "three."
DTMF Extension Dialing
Some callers are so used to dialing an extension, they prefer to dial it instead of saying a name. The
Perfect Operator enables DTMF extension dialing by default. By default, the system expects extension
length to be five digits. In some cases, it may be necessary to increase this number. To do so:
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Phonetic Administrator.
2. Click on the servers tab, and select your server in the left hand pane.
3. Click on the PBX Parameters tab.
4. Use the spin box labeled "Extension Number Length" to increase the maximum allowed extension
length.
5. Press the "Update Server" button (second from the left on the toolbar) or choose File > Update
Server to put the new port/script assignments into effect.
6. Choose File > Save Settings to make your changes permanent.
·NOTE: This setting is the maximum length. Users may dial less digits than this setting. Note also
that if this setting is set too low, DTMF dialers will receive a spoken error message saying that the
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extension they dialed is not valid.
·If a caller dials an extension very, very fast, the Perfect Operator may reject the DTMF tones as an
invalid extension.
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5 - Maintenance
Adds, Deletes, Changes
The Perfect Operator provides a convenient tool for adding or deleting personnel in your directory, or
changing data such as telephone numbers or department names.
The Directory Maintenance Tool
The Directory Maintenance tool allows you to view the data in your directory in a data sheet format,
showing each record as a spreadsheet grid. Additionally, the grid contains additional lines for custom
nicknames or "aliases." These are displayed directly beneath the main entry.
Within the grid, you may directly edit the associated data: names, telephone numbers, departments or user
defined data. Note that you may only edit the name when selecting a row belonging to a nickname or
alias; the other data associated with the alias will only be accessible on the row containing its main entry.
To start the Directory Maintenance Tool:
1. From within the Administrator tool menu, choose Tool > Directory Maintenance. Alternatively,
single click on the Directory Maintenance icon on the Administrator toolbar, which is the fifth tool
from the left.
2. The Directory Maintenance window appears. You must open the directory file. Choose File >
Open from the Directory Maintenance window menu, or single click the Open File icon, which is
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the first tool on the left of this window's toolbar.
·NOTE: Once you've opened your directory the first time, it will appear on the Most Recently Used
Files list of the File menu of the Directory Maintenance window. Use this shortcut to save time when
editing the directory, eliminating the next step.
3. In the file choice window, which then appears, choose your directory either by double-clicking the
file name you wish to open, or single clicking the file name and pressing the Open button.
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The directory file will now appear within the Directory Maintenance window.
Adding a record
Adding a record is as simple as inserting a row, typing a name and phone number, plus any additional
data you wish to store within the directory, such as department or location. You should type the name in
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as the person writes it--the Perfect Operator automatically tunes the name, and understands most
pronunciation variants. In other words, the Perfect Operator will still recognize "tomato," whether the
caller says "toe-may-toe" or "toe-mah-toe." The only time you should ever worry about "helping" the
recognition engine in very extreme circumstances, in which a name is pronounced utterly differently than
its spelling. If Bob Smith pronounces his last name as "Smooth," you will need to enter a custom
pronunciation.
For 99% of all cases, therefore, to add a record to the open directory:
1. Click on any record within the Directory grid.
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2. From the Edit menu choose "Add Listing After," or, "Add Listing Before."
3. A new row appears. Single click in the first column, and type in the data appropriate to that
column. In the illustration below, this is the first name.
Ø Important: If cutting and pasting (Ctrl-v allows you to paste the current contents of the Windows
clipboard within a directory cell), never allow a trailing space after a name! Many word processors
append a trailing space when selecting a word and copying to the clipboard. A trailing space after the
name will cause a short pause when the Perfect Operator recognizes that name.
4. Press tab to move to the next column, and type the appropriate data for that column. In this case,
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the data is the last name.
5. Press tab to move to the next column, and type the appropriate data for that column. In this case,
the data is the telephone number.
·NOTE: We recommend that when dealing with multiple directories at a single site that you
standardize the layout of the columns for all directories; this minimizes the chances of entering bad
data, i.e., when one directory is last name first, and another first name last, and the administrator
enters the data in the wrong order in a directory.
·When entering an outward dial number in the telephone field, don't forget to add any required dial
prefix, such as "9," before the number.
·When entering a record for direct forwarding to a voicemail box, don't forget the proper pauses
necessary to coordinate with the voicemail system; for example, "200,#,222#" where characters and
pauses vary from voicemail system to voicemail system.
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6. If the directory includes additional search columns, such as department or location, press tab to
move to the next column, and type the appropriate data for that column.
7. Once all data is entered, choose File > Save from the Directory Maintenance window, or press the
Save button on the toolbar (second button from the left).
8. Close the Directory Maintenance Window by choosing File > Exit, or pressing the close window
button at the upper right corner of the window.
9. In the Administrator window, choose File > Save, or press the Save button on the toolbar.
10. Choose File > Update Server, or press the Update Server button on the Administrator toolbar
(second icon from the left).
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Adding Nicknames
It is not necessary to add common nicknames, such as "Charlie" for Charles. There are inevitably
uncommon nicknames, which must be entered manually. In these cases, enter only the nickname; it is not
necessary to enter the telephone number or additional search field information more than once. Within the
Perfect Operator, nicknames are referred to as "aliases."
·NOTE: Nicknames do not count as additional records when counting entries toward the license
limit.
·To view what, if any, generic nicknames exist the names in the current directory, select the name in
the and choose Tools > Generic Aliases. Click on the "Names" tab to view the generic nicknames.
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·NOTE: Aliases do not necessarily have to be "nicknames." For example, a completely legal alias for
Betty Steele, who works as the bookkeeper, may be "Accounts Payable."
To add an alias, start the Directory Maintenance tool, open your directory, select the row containing the
complete information for the person or department you wish to add the alias for, and then:
1. Choose Edit > Add Alias from the Directory Maintenance menu.
2. Click in the name columns and type the appropriate data.
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·NOTE: When you enter a first name and press tab, the Directory Maintenance tool will
automatically fill in the last name from the alias' main entry. If you wish to enter a different last
name, simply type it in, replacing the original. The reverse also holds true: when entering a different
last name (e.g., for an employee known both by married and maiden names), the tool will fill in the
same first name.
·If you wish to enable first name only support for a small directory, enter the first name as a
completely separate record, typing the first name in the last name field, rather than in the first name
field. Leave the first name field blank. This is a suggestion, because the normal script setup includes
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the "Please say the last name question," if the Perfect Operator fails to identify the "fullname" and
"repeat fullname" questions. First name only support requires you to think carefully about the
directory and the application. It is strongly suggested that you add additional information such as
department and even title should you wish to enable first name support. You may then edit the
confirmation prompts (the "Select Details" node under "Fullname") to enable choice prompts such as
"For <first name> who is <title> press or say one. For <first name> who is <title> press or say two."
3. Once all data is entered, choose File > Save from the Directory Maintenance window, or press the
Save button on the toolbar (second button from the left).
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4. Close the Directory Maintenance Window by choosing File > Exit, or pressing the close window
button at the upper right corner of the window.
·NOTE: It is not necessary to "update server" after an add, change or delete. The change is effective
as soon as the directory file is saved.
·To delete an alias, right click on the alias and choose Delete Alias from the popup menu.
Directory Entries for Audiotext Messages
The Perfect Operator can recognize a request, play a .wav file as an audiotext message, and immediately
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return the caller to the main prompt after the audiotext message is played.
To enable this, your script must be based on the Audiotext script. Your directory must have a column
called audiotext. You must have a .wav file with the announcement. The file must be in the u-law mono
format. The file must be copied to the \Program Files\Phonetic Systems\Phonetic
Attendant\UserFiles\FieldsRecordings directory. To enable the audiotext:
1. From within the Administrator tool menu, choose Tool > Directory Maintenance. Alternatively,
single click on the Directory Maintenance icon on the Administrator toolbar, which is the fifth tool
from the left.
2. The Directory Maintenance window appears. You must open the directory file. Choose File >
Open from the Directory Maintenance window menu, or single click the Open File icon, which is
the first tool on the left of this window's toolbar.
3. Click on any record within the Directory grid.
4. From the Edit menu choose "Add Listing After," or, "Add Listing Before." A new row appears.
5. Enter the word or phrase to recognize as a request for the audiotext announcement in the last name
field.
6. Enter the announcement filename, without its .wav extension, in the Audiotext column.
·NOTE: We advise that at the end of each audiotext message, you add a short pause and a sentence
such as "your call is now being returned to the Perfect Operator" so that the caller is alerted they will
have the opportunity to ask for a transfer.
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·Consider working information about audiotext into the main greeting prompt. As an example, a
prompt might include "for our address, website address or fax number, say company information."
Should you mention several audiotext request phrases, we strongly suggest that you a phrase such as
"you may interrupt this greeting at anytime" in your greeting prompt, to be sure that callers
understand they don't have to sit through what may become a long greeting prompt.
·If you wish to record announcements on a PC other than the Perfect Operator server, you may need
to install the u-law codec, which does not come by default with Windows. You can get the codec for
free, by going to Microsoft's Internet Explorer site. There, you may run the Internet Explorer 5
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installation program. To install the codec, you must choose a custom install. A listbox of optional
components includes a choice called "additional multimedia codecs." When you check this option,
the Internet Explorer 5 setup program installs a u-law codec. You will then be able to record a
compatible announcement with the Windows Sound Recorder accessory. When saving the file, you
must choose File > Save As, and choose u-law mono as the file type.
7. Enter zero in the Telephone (or other routing field).
8. Once all data is entered, choose File > Save from the Directory Maintenance window, or press the
Save button on the toolbar (second button from the left).
9. Close the Directory Maintenance Window by choosing File > Exit, or pressing the close window
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button at the upper right corner of the window.
·NOTE: It is not necessary to "update server" after an add, change or delete. The change is effective
as soon as the directory file is saved.
Changing a Record
Changing a record is as simple as double clicking a record listing, single clicking inside the cell that
contains the information you wish to change, and typing.
Deleting a Record
To delete a record, right-click the record you wish to delete, and select Remove Listing from the popup
menu.
Recording Names
Name prompts are important because they help reassure the caller that the call is being transferred to the
correct destination. Some callers who may never have experienced a speech recognition call routing
system may be concerned that "computer error" may route their call to the wrong destination. Hearing the
system reply "transferring your call to John Smith" helps these callers understand that the Perfect
Operator is providing a high level of customer service.
Your site has probably chosen to use the professionally recorded database of approximately 55,000
names. This means that many names imported or added to the database have already been recorded. Your
site may have additionally have forwarded the corporate worksheet directory to Teleco Inc. and ordered
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recordings of any uncommon names ahead of time, so that when the system is installed, even those
employees who would not have been "covered" by the 55,000 name database are introduced via a
professional recording.
Even if you use the professionally recorded names, there will sometimes be a new employee with an
uncommon first or last name who requires a recording. If the employee starts before you have time to
forward the new name(s) to Teleco, there must be a way for your site to record a name prompt manually.
The Perfect Operator not only does this, but also provides a convenient method for immediately
identifying all missing name prompts from a directory--an important consideration when adding twenty
or thirty new employees at one time.
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Or it may be that your site wishes to keep a "small company" touch by having your current receptionist,
or another employee in your call center record all the greeting prompts and name prompts. The Perfect
Operator provides a convenient way to "batch record" all the name prompts, one after another, to
minimize the time necessary.
Finally, another very important feature is the ability to strip silences at the beginning and end of your
recordings. You'll find that your in-house recording "engineer" normally adds a half second pause before
and after your in-house "talent" says each name--it's just the coordination time necessary when pressing
the record and stop buttons. Stripping out these silences reduces the possibility of your recorded names
sounding "choppy" for the caller.
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·NOTE: When the Perfect Operator must speak a name for which no recording exists, it uses a text-
to-speech engine. This is the "machine" voice you may hear sometimes. To eliminate text-to-speech,
simply insure that all of your field data has been recorded.
Recording a Group of Names
The Perfect Operator makes it simple to identify those names for which no recordings exist, so that you
can "batch record" many names at once. With your microphone ready:
1. From within the Administrator tool menu, choose Tool > Directory Maintenance. Alternatively,
single click on the Directory Maintenance icon on the Administrator toolbar, which is the fifth tool
from the left.
2. The Directory Maintenance window appears. You must open the directory file. Choose File >
Open from the Directory Maintenance window menu, or single click the Open File icon, which is
the first tool on the left of this window's toolbar.
3. As an example, we will identify and record all last names that require recording. Click on the
LastName column header.
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4. From the Directory Manager menu choose Tools > Record Fields, or press the record toolbar icon
(eleventh from the left).
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5. In the Field Recording dialog that appears, choose the "Unrecorded Only" radio button.
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6. Select the first name in the list.
7. Press the record button (the red circle) and say the name. The record button turns into a "Stop"
button (a black square) while recording. Press Stop to finish the name.
8. Select the next name and repeat until the list is finished.
9. Press the Close button to close the Field Recording dialog.
10. Choose File > Save from the Directory Maintenance window, or press the Save button on the
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toolbar (second button from the left).
11. Close the Directory Maintenance Window by choosing File > Exit, or pressing the close window
button at the upper right corner of the window.
·NOTE: To record a single name, simply select the cell in the directory grid and from the Directory
Manager menu choose Tools > Record Fields, or press the record toolbar icon (eleventh from the
left). Use the record/stop button to record the name prompt.
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Recording Prompts
Should you decide to record your own prompts in place of the professionally recorded prompts, the
Perfect Operator provides you the means to create your recordings, including special tools to strip out
leading and trailing silences. To do so, have the microphone ready and:
1. First, we strongly suggest you back up all .wav files in the directory \Program Files\Phonetic
Systems\Phonetic Attendant\PromptsRecordings.
2. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Perfect Operator Administrator.
3. Select the Scripts tab.
4. Select your script from the dropdown list and click on the prompts tab.
5. Start from the top of the left pane; expand each top level node, and click on each lower level node
in turn.
6. For each lower level node, select each prompt fragment in the right hand pane.
7. For each prompt fragment selected, use the record/stop button to re-record the prompt. Because
each prompt fragment has text associated with it, the person doing the recording can simply read
from the screen.
8. For each prompt recorded, you may trim leading silences as follows: notice the wave form in the
recording window. Any leading silence will be displayed as a blank area to the left of the form.
Any trailing silence will be a blank area to the right. Use the left mouse button and click just to the
left of the beginning of the wave form. This de-selects the leading silence, which will now appear
white. Use the right mouse button and click just to the right of the end of the wave form. This de-
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selects the trailing silence, which will also appear in white. Press the Play button to verify that you
haven't cut off any part of the sound. If you have, re-select using the same buttons. When you've
selected properly, press the trim button on the toolbar above the wave form. The trim button is the
double-headed arrow pointing in, the fifth icon from the left. Save each prompt by pressing the
save icon, which is a picture of a floppy disk, the eighth icon from the left.
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9. Repeat for each prompt you wish to record.
Full Names
If you have a very small database, you may optionally choose not to use the professional recordings,
which always divide each name into two separate first and last name .wav files, and instead record a
single .wav file for each individual which contains each individual's first and last names.
The procedure is similar to recording a group of, or individual record last or first names, except you'll
choose a different menu command:
1. From within the Administrator tool menu, choose Tool > Directory Maintenance. Alternatively,
single click on the Directory Maintenance icon on the Administrator toolbar, which is the fifth tool
from the left.
2. The Directory Maintenance window appears. You must open the directory file. Choose File >
Open from the Directory Maintenance window menu, or single click the Open File icon, which is
the first tool on the left of this window's toolbar.
3. From the Directory Manager menu choose Tools > Record Combined Search Fields.
4. In the Field Recording dialog that appears, choose the "Unrecorded Only" radio button.
5. Select the first name in the list.
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6. Press the record button (the red circle) and say the full name. The record button turns into a "Stop"
button (a black square) while recording. Press Stop to finish the name.
7. Select the next name and repeat until the list is finished.Press the Close button to close the Field
Recording dialog.
8. Choose File > Save from the Directory Maintenance window, or press the Save button on the
toolbar (second button from the left).
9. Close the Directory Maintenance Window by choosing File > Exit, or pressing the close window
button at the upper right corner of the window.
Stopping and Restarting the Server
The Perfect Operator works as a windows service, which means that if the system suddenly reboots for
any reason, the program will automatically start without any intervention from the user. If for any reason
you need to shut down and restart the service, you may do so through the control panel. Normally, you'll
only need to start and restart when installing the system, or if you suspect a hardware problem, for
example, and wish to re-initialize the telephony card.
To start or restart the Perfect Operator:
1. From the Windows task bar, choose Start > Settings > Control Panel.
2. Double click the services control panel icon called Services.
3. Locate the Perfect Operator in the list. The list items are in alphabetical order.
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4. When the service is running and you wish to stop it, press the Stop button. When the service is not
running, and you wish to start it, press the Start button. Be careful not to change any other settings
or stop or restart any other programs unless you truly know what you're doing.
5. Press the close button to close the Services applet.
Monitoring the Server
The Perfect Operator provides a monitoring tool to display current port activity. This is useful in verifying
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that the Perfect Operator is properly opening and closing the ports in response to incoming calls and/or
disconnect signals. To open the monitoring tool:
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Phonetic Administrator.
2. From the Administrator menu, choose View > System Configuration.
3. Expand the nodes in the monitor to view the current system information. As users connect or
disconnect from each port, the icon and description will change to show the current status.
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CPU Activity
Use the Windows NT task manager to monitor CPU activity. This is also very useful to monitor that the
Perfect Operator has properly loaded a directory once the service is started. To run the task manager:
1. Right-click on a free area of the Windows taskbar. Choose Task Manager from the popup menu.
2. When the Task Manager appears, click on the "Processes" tab. Then click on the "Memory
Usage" header to sort the items in the list. Sort so that the largest number appears at the top. If the
lowest number appears at the top, click the header again, to re-sort in descending order.
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In general, the memory usage for "pdsmain," which is the main Perfect Operator module should be at
least 30MB when running. CPU usage should approach 100% when performing speech recognition.
Disk Space
The Perfect Operator stores recordings of all calle r conversations for a default period of thirty days. For
each new day's conversations after thirty days, the oldest day's recordings are deleted. In general, the disk
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space on the Perfect Operator should be sufficient for almost all installations. We strongly suggest that
network administrators not allow any users to store any files on the Perfect Operator, should the Perfect
Operator be placed on the network.
·NOTE: Recorded calls are located beneath the \Program Files\Phonetic Systems\Phonetic
Attendant\User Files\CallsRecordings folder. Double click on any file to listen to a recording.
You can modify the time period that the Perfect Operator stores the calls recording files. To do so: I&M
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Perfect Operator Administrator.
2. Choose Tools > Cleanup from the Administrator Tool menu, or press the Cleanup icon (seventh
from the right; it looks like a broom and garbage can).
3. In the Cleanup Properties dialog, set the number of days to hold calls recordings by modifying the
value in the Calls Recordings box.
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·NOTE: You may also set the time to keep session logs and log files in the Cleanup Properties dialog.
Because these files do not take up nearly as much space as calls recordings, we recommend leaving
these settings at their default.
4. Press the OK button to save your Cleanup settings.
5. Press the "Update Server" button (second from the left on the toolbar) or choose File > Update
Server to put the new port/script assignments into effect.
6. Choose File > Save Settings to make your changes permanent.
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Ø Important: The Perfect Operator is designed to stop service should free disk space fall below 10 MB,
so as to be sure that enough space is available to write to temporary files. Should your server run
dangerously low on disk space, press the Purge Now button in the Cleanup Properties dialog.
Reporting
The Perfect Operator features three simply formatted but detailed reports to monitor and analysis system
performance. All reports are in .html (or web page) format, and are viewed with a browser.
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To view and/or print reports:
1. Open the Administrator software if it's not already open: Start > Programs > Perfect Operator >
Perfect Operator Administrator.
2. From the Tools menu, choose Session Logs.
3. Select the check box next to the server you wish to view a report for.
4. Press the dropdown listbox button in the "From Date" box to view a calendar. Click on a calendar
date to set the first date that the report should include in its statistics.
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5. Press the dropdown listbox button in the "To Date" box to view a calendar. Click on a calendar
date to set the last date that the report should include in its statistics.
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6. Select either HTML Statistics or HTML detail. Statistics provides only the number of calls,
number of calls connected, and number of calls not found. Detail provides all of this, plus links to
each individual conversation record.
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7. Detail provides an important help in tracing scripting, line, and other system problems: a link to a
"script" detailing the contents of each call, listing the file name for each call recorded in response
to the question. To view the "script", click on a number listing in the "Query #" column.
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·NOTE: When trying to listen to a large number of calls to track a problem, it may be easiest to sort
the call recordings by date, and look at the date/time listings for each call in the browser. This helps
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you to quickly locate a file to listen to"not founds."
·Teleco has installed the Windows NT Personal Web Server on the system should you wish to make
these html format reports available to other network users, even if they do not have the Administrator
software installed. The web server has been turned off for security reasons. Should you wish to start
the web server, use the Services applet in the control panel. Locate "World Wide Web Publishing
Service," and set the "Startup" option to "Automatic."
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6 Advanced Maintenance
Backing Your Configuration
Hard drives may fail eventually. The system comes with a command file designed to save your most
important configuration files to a zip disk. One zip disk is supplied, and we encourage you to provide
additional disks.
Iomega's backup utility (Iomega manufactures the zip drive) is provided. Two backup set shortcuts are
located on the hard drives of the turn-key system. The default provides a minimal backup of the site's
customized database(s), import files(s), greeting prompts, name prompts, and script settings. This will fit
on a single zip disk. This backup is automatically scheduled to run every Saturday at 3:00 AM. (Please be
sure that your system time and time zone are set properly). To excute this backup manually, choose Start
> Programs > Perfect Operator> Single Zip Disk Backup.
You will also find a more complete backup shortcut: however, because this will require additional zip
disks, (and, someone to be present to change the disk), this has not been "scheduled." You may execute it
manually. To execute, choose Start > Programs > Perfect Operator > Multi Zip Disk Backup.
·NOTE: Due to licensing issues, you must contact Teleco should you ever need to restore a Perfect
Operator system.
·When using a new zip disk, the backup utility must "prepare" the disk, and will not begin the backup
until someone "presses" an OK button. Therefore, the first unattended backup will simply not run on
Saturday night unless someone has prepared the disk beforehand. We encourage you to backup
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manually once the system is installed, so that when Saturday night arrives, the scheduled backup will
proceed normally.
Testing pcAnywhere
Symantec pcAnywhere is a key component in maintaining your system. With it, Teleco or the dealer can
troubleshoot remotely almost as well as if they were on site. Verify that your pcAnywhere configuration
is working by dialing into the number or extension that the modem is plugged into. If you do not hear a
modem "squawk:"
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1. From the Windows Start menu, choose Symantec pcAnywhere.
2. Double click the large icon labeled "Modem" in the window which opens.
3. Try calling into the system again.
·NOTE:
Usually, pcAnywhere will "behave" after setting up and running successfully once, like
this. Unfortunately, the pcAnywhere modem sometimes refuses to start after an error condition,
which is why we strongly recommend that you test the modem when first installing the system.
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Re-setting the NMS Board
The Natural Microsystems QX telephony board is essential to the functioning of the Perfect Operator.
Always be sure that the Perfect Operator is plugged into a UPS--power outages may damage or lock the
card.
If you suspect the NMS card is not properly functioning, there is a simple way to reset the card.
1. Shut down the Perfect Operator service by running the Control Panel Service applet, selecting
"Perfect Operator" from the services list, and pressing the Stop button.
2. From the Windows Start menu, choose Programs > Command Prompt.
·NOTE: If you are not used to working in a Windows NT console window, it looks just like a DOS
window.
3. Type the following command at the prompt:
SWISH <enter> (Press enter, don't type it!)
4. Type the following commands at the lines below the previous command:
swi.OpenSwitch handle=qxsw x <enter>
swi.ResetSwitch qx0 <enter>
5. If the board is functioning OK, then you will not see an error message. If it is malfunctioning, then
you will see an error message, which you should report to Teleco Inc.. To close the utility, type:
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exit <enter>
6. When done, restart the Perfect Operator service by running the Control Panel Service applet,
selecting "Perfect Operator" from the services list, and pressing the Start button
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7 - GUI Reference
Admin Tool
File Menu
· Save Settings: Saves changes made during the current session.
· Update Server: Implements changes made during the current session.
· Reset Settings: Abandons changes made during the current session, restoring settings configured at
the last time the session was saved.
· Add Script: Allows you to define a new script name. Name the script in the New Script Name
dialog. (Command present when Script tab selected).
View Menu
· System Configuration: Opens the System Configuration Monitor window, displaying port status.
Tools Menu
· Directory Maintenance:
Opens the Directory Maintenance tool, for managing database
directories and records.
· Calendar: Opens the holiday calendar, for configuring dates upon which the system will play
holiday greetings.
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· Cleanup: Opens the Cleanup Properties dialog, used to set the length of time the system saves calls
recordings and logs, as well as providing a means to purge the recorded files.
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Server Tab
Channel Configuration Tab
· Channel: Set individual channel extension number and script.
· Extension #: For tracking purposes only. Note internal extension number for the channel for
maintenance purposes.
· Script: Set the script to play on selected channel by choosing from drop down list.
PBX Parameters Tab
· Operator Extension: Set the dialing string used by an internal extension dials to reach the live
operator.
· Extension # Length: Set the maximum digits (including the length of a call transfer key) allowed
for DTMF dialing.
· Wait Before No Answer: Seconds to wait until the Perfect Operator informs the caller that the
target destination did not pick up the phone, if not answered.
· Call Transfer Key: Dialing sequence used to initiate a transfer. Note that flash is represented by an
ampersand character.
· Return Call Key: Dialing sequence used to return control over a routed call when necessary.
· Dial Suffix Key: Dialing sequence to append to an extension for proper routing.
· Dialing Plans: Elements used to translate directory numbers before dialing. Dialing mask is used to
strip or insert characters special characters. Note that "x" denotes any DTMF character. Routing
number describes part of a number to be dialing, from right to left. Thus "xxxx" indicates the last
four digits of any number in the directory, no matter whether the number has four, seven, or ten
digits. Announced Number describes how the Perfect Operator "reads" the number to the caller
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should the script call for it.
· Ignore non-digit: Instructs the Perfect Operator to drop non-digit characters, such as a dash, in the
telephone number stored in the directory.
· Use Frequencies for Disconnect: Instructs the Perfect Operator to use the values on the Advanced
tab to detect a hangup or disconnect.
· Use Loop Current for Disconnect: Instructs the Perfect Operator to detect loop current to detect a
hangup or disconnect.
Advanced Tab
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· Busy Signal: Representation of a busy tone in frequency, frequency range, time, time range.
· Disconnect Signal: Representation of a disconnect or reorder tone in frequency, frequency range,
time, time range.
· Recording Gain: Decibel measure of boost to the caller's channel for calls recordings.
· Play Gain: Decibel measure of suppression (minus value) to the Perfect Operator's voice channel
(i.e., playing the greeting prompts) for calls recordings.
· Target Amplifying: Set a base for Automatic Gain Control. We strongly recommend accepting the
default value; the only circumstance under which this setting should be changed is when the
majority of calls are from noisy environments.
· Disable Barge-in: Instructs system not to detect interruption from noise or the caller for x seconds
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after pickup. We recommend setting this value at one or more seconds, which will help the system
eliminate false barge-ins when a caller who dials in on a speaker phone picks up the hand set upon
hearing the Perfect Operator pick the call up.
Scripts Tab
· Script Name: Dropdown list allows you to choose a script to configure its options using the
property sheets below.
Scripts Settings Tab
The names of the following element types vary from script to script. For each node, the scripts tab
presents choices and parameters to customize the script behavior.
Message
Plays back a prompt, e.g. a welcome message. Top level node represented by an exclamation mark in a
speech bubble. Depending on the use of the component, greets callers, provides information, or makes
any general kind of statement.
Voice Menu
Allows the system to recognize spoken menu options, e.g. when selecting from a list of information
options: Mobile, Fax, Pager. Top node represented by an small head in front of a page.
Voice Menu Prompt Types
· <Input>: Requests oral selection of a menu item.
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· <Input> again: Repeats request for oral selection of a menu item (if response to <Input> prompt
could not be processed).
· Confirm target: Requests confirmation of the menu item selection.
· Confirm target again: Repeats request for confirmation of the menu item selection (if response to
Confirm target prompt could not be processed).
· Barge-in: Advises caller that they have spoken too soon. (This prompt is available only if the
Indicate premature and soft responses option has been checked.)
· Low volume: Advises caller that they have spoken too softly. (This prompt is available only if the
Indicate premature and soft responses option has been checked.)
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DTMF Menu
Let the caller choose with DTMF from a menu of options, e.g. press 1 for Mobile. Top-level node
represented by a pound sign in front of a page.
DTMF Menu Prompt Types
· Input request: Requests DTMF selection of a menu item.
· Input request again: Repeats request for DTMF selection of a menu item (if response to Input
request prompt could not be processed).
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Search
Collect all required information involving search and filter fields. (Based on the caller's responses,
Perfect Operator searches the directory and identifies the target data, e.g. the desired destination.) This
component describes every part of the call flow that is used to identify a particular listing in a given
directory. This includes prompts, questions and specific call flow attributes. Top level node represented
by a magnifying glass and page.
Search Prompt Types
· <Search Column>: Numerous prompts pertain to the Search columns. Their display in the list of
available prompts depends on the search flow established on the Search Settings tab.
· <Filter Column>: Numerous prompts pertain to the Filter columns. Their display in the list of
available prompts depends on the search flow established on the Search Settings tab.
· <Combined Columns>: Numerous prompts pertain to combined search columns (e.g. Full Name).
Their display in the list of available prompts depends on the search flow established on the Search
Settings tab. In order to use combined columns for search, a combined column ID must be set on
the Directory Properties dialog box.
· Confirm target: Requests acceptance or rejection of offered listing.
· Confirm target again: Repeats request for confirmation of a target (when the caller's first response
could not be processed).
· Confirm details: Requests acceptance or rejection of a target listing with specific details (when
filter fields are required to differentiate listings with identical search fields). For this prompt to
work properly, it must include all filter fields.
· Confirm details again: Repeats request for detail confirmation (when the caller's first response
could not be processed).
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· Confirm keyword: Requests acceptance or rejection of a listing offered on the basis of a
hierarchical search. (Available only when the Hierarchical search option has been enabled).
· Confirm keyword again: Repeats request for confirmation of a listing offered on the basis of a
hierarchical search (when the calle r's first response could not be processed).
· Select target: Requests selection from possible listings.
· Select target again: Repeats request for selection of a target (when the caller's first response could
not be processed).
· Select details: Requests selection of a target listing from listings with varying details (when filter
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fields are required to differentiate listings with identical search fields). For this prompt to work
properly, it must include all filter fields.
· Select details again: Repeats request for detail selection (when the caller's first response could not
be processed).
· Select keyword: Requests selection of target from listings offered on the basis of a hierarchical
search. (Available only when the Hierarchical search option is enabled).
· Select keyword again: Repeats request for confirmation of a listing offered on the basis of a
hierarchical search (when the caller's first response could not be processed).
· Announce listing: After listing is found and its details have been confirmed by the caller,
announces the listing to caller.
· Announce listing details: After listing is found (but its details have not been confirmed by the
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caller), announces the listing to caller with the listing's details.
· Listing not found: Informs caller that the desired listing could not be located.
· Thank you: Thanks caller for providing the requested information. Perfect Operator begins
searching for the desired listing.
· Thank you long: Thanks caller for providing the requested information. It may be a longer prompt
than the previous one to fill the time gap while Perfect Operator conducts its search for the desired
listing.
· Too many matches: Informs caller that the destination cannot be identified because the directory
contains too many possible listings.
· Dial again: Instructs caller to redial a destination extension after they have dialed an invalid
extension. This prompt is available only if the Extension number dialing option has been checked
on the Parameters & Options tab.
· Dialed extension found: Informs caller that the call is being transferred to the extension that they
dialed. This prompt is available only if the Extension number dialing option has been checked on
the Parameters & Options tab.
· Dialed extension not found: Informs caller that the extension dialed does not exist and that her/his
call is being transferred to an Attendant. This prompt is available only if the Extension number
dialing option has been checked on the Parameters & Options tab.
· Barge-in: Advises caller that they have spoken too soon. (This prompt is available only if the
Indicate premature and soft responses option has been checked).
· Low volume: Advises caller that they have spoken too softly. (This prompt is available only if the
Indicate premature and soft responses option has been checked).
Confirmation
Asks any question that requires a yes or no response by the caller. Top-level node represented by a green
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check and red "x."
Confirmation Prompt Types
· Question: Depending on the nature of the confirmation, requests a Yes or No response from the
caller.
· Question again: Repeats request for confirmation (if response to Question prompt could not be
processed).
· Affirmative response: Provides information after caller responded with Yes.
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· Negative response: Provides information after caller responded with No.
· Invalid response: Provides information after an invalid response from caller.
Routing
Route calls. Top-level node represented by a small red arrow and telephone.
Routing Prompt Types
· Call routed: Informs caller that her/his call is being routed.
· Call not routed: Informs caller that her/his call could not be routed. This situation arises in
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conformance with the associated dialing plan.
· Invalid number: Informs caller that her/his call could not be routed. Typically, this situation arises
when the "Telephone" parameter is empty.
· Valid number: Informs caller that the number is valid but that the call will not be routed. Typically,
this prompt is used when the Valid Number optional result has been associated with a component
in the Script Flow tab of the script that contains it.
· Busy line: Informs caller that the destination's extension is engaged. This prompt is available only
if the Follow call progress after routing option has been checked on the Parameters & Options tab.
· No answer: Informs caller that no one has answered the call at the destination's extension. This
prompt is available only if the Follow call progress after routing option has been checked on the
Parameters & Options tab.
Call Ending
Terminate calls that are not routed. Top-level node represented by a stop sign and palm.
Time
Adjust script flow for work hours, workdays, and holidays. Top-level node represented by a clock.
Script Elements Options
The following options vary from script to script.
· Operator hotkey: Check this box if you want to let callers press a hotkey to terminate their dialogue
with Perfect Operator and transfer their call to a human operator.
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· Help hotkey: Check this box if you want to let callers press a hotkey to interrupt their dialogue with
Perfect Operator for instructions on how to interact with the system.
· Beep to prompt caller to speak: Check this box if you want Perfect Operator to always alert the
caller with a beep that s/he should start speaking. Note: This particular setting overrides any barge-
in setting throughout the script dialogue.
· Enable barge-in: Check this box if you want to let callers respond to requests for confirmation
before their completion. Note: For the barge-in feature to work, your telephony board must have
barge-in capability.
· Announce prompt according to Calendar: Enables using different prompts for different Calendar
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categories.
· Indicate premature and soft responses: Advise callers when they speak too soon or too softly.
· Enable barge-in for questions: Check this box if you want to let callers respond to questions before
their completion.
· Enable barge-in for confirmations and selections: Check this box if you want to let callers respond
to requests for confirmation or selection before their completion.
· Always ask for listing confirmation: Check this box if you want Perfect Operator to always ask for
confirmation before transferring the call. If this box is not checked, Perfect Operator decides
according to confidence level whether to ask for confirmation or not. When Perfect Operator asks
for confirmation, the caller must respond with Yes or No (by speech or by DTMF if enabled). If
Perfect Operator receives a negative response, it may offer an alternative listing, request more
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information, or transfer the caller to a human Attendant.
· DTMF for selections: If this box is checked, the caller must use DTMF for all confirmations and
selections. Your script prompts should instruct the caller which keys to press. Those keys should
correspond to the assignment of keys for confirmation and rejection on the Script Settings tab
(Figure 30 on page 60) associated with the relevant script.
· Selection only as last resort: Check this box if you want Perfect Operator to offer a selection only
when it has exhausted all questions specified in the call flow description.
· Extension number dialing: Check this box if you want to let callers route their own calls to known
extension numbers. When enabled, callers can use DTMF to terminate a script and access the
dialed extension number up to the time of their first response to Perfect Operator.
· Indicate premature and soft responses: Advise callers when they speak too soon or too softly.
· Allow barge-in for questions: Check this box if you want to let callers respond to questions during
prompt playback.
· Allow barge-in for confirmations and selections: Check this box if you want to let callers respond
to requests for confirmation or selection during prompt playback.
· Follow call progress after routing: Check this box if you want Perfect Operator to detect call
progress. When checked, Perfect Operator actually transfers the call only after the call has been
answered on the destination's end. If the line is busy or there is no answer, Perfect Operator
informs the caller accordingly. If this box is not checked, Perfect Operator transfers calls
unconditionally. This is sometimes referred to as a blind transfer.
· Detect busy signal only: Check this box if you want Perfect Operator to detect busy signals but not
no-answer situations.
· Ignore dialing plan: Check this box if you want Perfect Operator to process telephone numbers
exactly as they appear in the primary routing column (without regard for any dialing plan rules).
Note: Telephone number to which call will be routed (typically derived from Search component
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Script Elements Options Keys
· Operator hotkey: This lets callers press the specified key to terminate their dialogue with Perfect
Operator and transfer their call to a human operator. By default, the Operator hotkey is 0. For the
Operator hotkey to function, you must check the Operator hotkey option. Note: It is highly
recommended that the user not change this particular key in order to remain compliant with IVR
and auto-attendant standards for operator hot key.
· Help hotkey: This lets callers press the specified key to interrupt their dialogue with Perfect
Operator for instructions on how to interact with the system. By default, the Help hotkey is Star *.
For the Help hotkey to function, you must check the Help hotkey option above in this table.
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· Confirmation key: This key is the DTMF equivalent of a spoken Yes response. By default, the
Confirmation key is 1. For this key to function, you must enable the DTMF for selections option.
· Rejection key: This key is the DTMF equivalent of a spoken No response. By default, the Rejection
key is 9. For this key to function, you must enable the DTMF for selections option.
· Repeat key: This is the key that the caller can press to hear a message repeated when your script
offers that option. By default, the Repeat key is Pound #. For this key to function, you must enable
the DTMF for selections option.
Prompts Tab Toolbar Icons
· Edit Fragment:
Open selected prompt fragment to add text notation or re-record.
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· Insert Fragment: Insert another prompt fragment within this prompt.
· Remove Fragment: Remove selected prompt fragment.
· Mark Repeating Section: Create repeating section for special prompts such as those which read
names from a list of choices.
· Insert Bell Tone: Add special bell prompt.
· Find Recording: Open browse list of all prompts in PromptsRecordings and
UserFiles\PromptsRecordings.
· Play: Play selected prompt.
· Record/Stop: Record (over) selected prompt. Toolbar icon changes to Stop button, to end
recording. All prompts must be recorded as 8 bit u-law mono.
· Pause: Pause playback.
· Erase: Erase recording.
· Trim: Trim unselected portion of wave form. Left click selects beginning, right click selects end.
· Select All: Select entire wave form.
· Maximize Volume: Increase volume of recording.
· Undo: Undo last recording action.
· Save: Save changed wav file.
· Delete Prompt File: Delete file from disk.
· File Name: wav file name.
Search Settings Tab
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· Browse: Associate a directory file with the current script.
· Search Flow: Hierarchical representation of the questions/conversation the Perfect Operator
conducts with the caller. Each question is called a stage. Right click on a stage to add another or
remove the selected stage. The questions on the left side of the property sheet are available, and are
based on the search and filter columns within the directory. Once the questions are answered and
the data is collected, the hierarchy allows you to add a "choice," i.e., present the user with possible
destinations. A stage can have more than one question, but if Choice has not yet been enabled, then
all the questions in the stage must be asked before moving on to the next stage. We recommend
including multiple questions in stages only when Choice is enabled. Just because the Choice option
has been enabled at any given stage does not mean that a choice will be offered to the calle r. The
system will attempt, using the data it has accumulated from the previous questions answered by the
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caller, to determine which listing is being requested. At this point, the system decides whether to
ask another question. This is the confidence level of the system. If the confidence level is not high
enough to offer a choice of listings, the system will continue to ask questions. The stage in which
the Choice option has been enabled may contain multiple questions. Perfect Operator orders those
questions intelligently, always asking the question with the greatest probability of identifying the
target listing. Once the Choice option has been enabled, it takes priority over any subsequent
questions. In other words, whenever the search based on current responses to questions has yielded
a set of probable target listings, Perfect Operator breaks the search at that point and presents the
caller with a choice. Note however, that when the system bulls-eyes a listing it proceeds
immediately to the next component without offering the user a choice.
· Maximum Questions: Maximum questions the Perfect Operator may ask at any given stage. You
may place more questions that the maximum in the stage; only the maximum will be asked during
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the call.
· Choice Limits: Maximum choices the Perfect Operator will present to the caller. Maximum is three
if the caller is to reply with a spoken word. For between four and eight choices, the system must
use DTMF for yes or no, not only for choices but for all yes/no confirmation prompts. We strongly
recommend setting a maximum limit of three choices. More than three present too long a voice
menu to the caller, and leads to frustration at having to input DTMF key presses in a speech
recognition system.
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8 - Phonetic Editor
The Perfect Operator recognizes a wide variety of pronunciation for any name's spelling. The
overwhelming majority of names never need tuning. Those that do are typically those names that are
either pronounced very differently than spelled, or non-English names.
The PhoneticEditor provides a way to tune the engine to recognize custom pronunciations. We
recommend that you do not assume any name needs tuning until you've listened to a few failed
callsrecordings.
To tune a name, assuming that the Directory Maintenance tool is open and you have selected a name you
wish to tune:
1. From the Directory Maintenance menu, choose Tools > Phonetic Editor.
2. Press the Phonetic Keyboard button (sixth toolbar button from the left) to expand the dialog box to
provide phoneme key buttons. Only enter phonemes by pressing the buttons on the keys. To define
an accent, press the accent key before the sound to be accented.
3. Once you've created the sound press the "Hear Selected Transcription" button (third from the left
on the toolbar). If it sounds correct, save the sound (next step). If not, backspace to erase the
phonetic representation characters.
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4. To save and add the pronunciation, press the "Add Transcription" button (first button on the left
on the toolbar), and then press OK to close the dialog box.
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Document Outline
- Cover
- Contents
- 1 - Pre-Planning
- Application Planning
- Network Planning
- Connectivity Planning
- Installation Planning
- 2 - Directory Preparation
- Directory Import Preparation
- 3 - Setup
- Connecting to the Switch
- Preparation
- Making the Physical Connection
- Noting Extensions in the Administrator
- Assigning a Test Script to Each Channel
- Setting and Testing Hangup Detection
- Testing Hangup Detection
- Connecting to a Network
- Setting Up a Perfect Operator Only Network
- Setting Up Multiple Servers on a Pre -Existing Network
- Licensing
- Master-Slave Setup
- Importing the Directory
- Copying Pre-Recorded Prompts
- Setting Up Custom Greeting Prompts
- Setting Up Time-of-Day Prompts
- Attaching Different Scripts to Different Ports
- 4-Tuning
- Testing and Tuning Barge-In
- Customizing the Conversation Tree
- Duplicate Name/Voice Menu Support
- DTMF Extension Dialing
- 5 - Maintenance
- Adds, Deletes, Changes
- The Directory Maintenance Tool
- Adding a record
- Adding Nicknames
- Changing a Record
- Deleting a Record
- Recording Names
- Recording a Group of Names
- Recording Prompts
- Full Names
- Stopping and Restarting the Server
- Monitoring the Server
- CPU Activity
- Disk Space
- Reporting
- 6 … Advanced Maintenance
- Backing Your Configuration
- Testing pcAnywhere
- Re-setting the NMS Board
- 7 - GUI Reference
- Admin Tool
- File Menu
- View Menu
- Tools Menu
- Server Tab
- Channel Configuration Tab
- PBX Parameters Tab
- Advanced Tab
- Scripts Tab
- Scripts Settings Tab
- Confirmation
- Routing
- Script Elements Options
- Script Elements Options Keys
- Prompts Tab Toolbar Icons
- Search Settings Tab
- 8 - Phonetic Editor