[cisco-voip] UCCX, ASR and Grammars

[Tanner Ezell]

Yeah of course you can!

On Fri, Oct 18, 2019 at 9:03 AM Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> 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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