[cisco-voip] UCCX, ASR and Grammars

[Anthony Holloway]

But with UCCX + Nuance, you should be able to do it though, correct?

I'm looking at something like this:
https://developer.cisco.com/docs/contact-center-express/#!how-the-generic-recognition-set-of-steps-work


Also, as I looked up that link, I see there is an example similar to your
previous here:
https://developer.cisco.com/docs/contact-center-express/#!using-the-srgs-grammar-format


On Fri, Oct 18, 2019 at 10:52 AM Tanner Ezell <tanner.ezell at gmail.com>
wrote:

> Well in the good old days, you look for key words and phrases and build
> big lists. To improve accuracy over time you recorded the user input that
> has low success and use that to supplement your grammars.
>
> Now a days you'd probably feed the ASR to AWS or something to do the
> processing and let the IVR be a bit more dumbed down.
>
> On Fri, Oct 18, 2019 at 8:31 AM Anthony Holloway <
> avholloway+cisco-voip at gmail.com> wrote:
>
>> I want to know how you get it to do natural language processing.  Ever
>> done that?
>>
>> E.g.,
>>
>> IVR: "What can I help you with?"
>> Me: "Yeah, I uh, would like to know, uhm, when is the deadline for the
>> application form submission?"
>> IVR: "The deadline for all submissions is October 31st.  Anything else?"
>>
>> On Fri, Oct 18, 2019 at 10:20 AM Tanner Ezell <tanner.ezell at gmail.com>
>> wrote:
>>
>>> Here's the specification for the grammar xml:
>>> https://www.w3.org/TR/speech-grammar/
>>>
>>> Anthony is right, not a lot of mix with UCCX+ASR however it follows the
>>> standard and is universally applicable, the gotchas tend to be around
>>> platform specific ASR technologies (particularly the built in grammars you
>>> can utilize).
>>>
>>> Depending on what you're doing, you'll want to do something like this
>>> (DTMF grammar below)
>>>
>>> <?xml version="1.0" encoding="ISO-8859-1"?>
>>> <grammar *mode="dtmf"* root="root" version="1.0" xml:lang="en-US"
>>> xmlns="http://www.w3.org/2001/06/grammar">
>>>     <rule id="root" scope="public">
>>>         <one-of>
>>>             <item>
>>>                 1
>>>                 <tag>V='Y'</tag>
>>>             </item>
>>>             <item>
>>>                 2
>>>                 <tag>V='N'</tag>
>>>             </item>
>>>         </one-of>
>>>     </rule>
>>> </grammar>
>>>
>>>
>>> Y would be returned [to UCCX step] when 1 is pressed, N with 2. To make
>>> a voice specific grammar you'd change *mode* to be *"voice"* and put in
>>> things like "yes" instead of 1 under the item tags.
>>>
>>> Depending on what you're doing will determine how complex the grammar
>>> needs to be.
>>>
>>> Regards,
>>> Tanner Ezell
>>>
>>> On Thu, Oct 17, 2019 at 6:53 PM Clifford McGlamry <
>>> Clifford.McGlamry at siriuscom.com> wrote:
>>>
>>>> Using UCCX version 11 and have installed Nuance ASR version 11.  It's
>>>> ASR is registered up and recognized by UCCX.
>>>>
>>>>
>>>>
>>>> I'm need to get grammars for some really simple applications.
>>>> Basically, numbers (spoken and DTMF) and yes/no.
>>>>
>>>>
>>>>
>>>> I cannot find any documentation on where to get this or how to create
>>>> it.  I have found some old references to Nuance Grammar Builder, but that
>>>> tool is no where to be found.  I cannot even find a good example of what
>>>> would work (I've found some grammar examples, but they are so different, I
>>>> don't know which would actually work).  And while UCCX has some built in
>>>> grammars, I can't find documentation on what's in them or a way to download
>>>> them.
>>>>
>>>>
>>>>
>>>> Would love to get some suggestions/pointers/etc. on how to handle this.
>>>>
>>>> Cliff
>>>>
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