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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on June 06, 2009, 06:38:10 PM

Title: Handle ASR failure on GVP
Post by: cavagnaro on June 06, 2009, 06:38:10 PM

Hi guys,
One question, I think it is more VXML related than GVP exactly but would like to know if anybody has played with a similar scenario.
My customer would like to have an alternative prompt to the user if the ASR engine by some reason fails.
Means:
Normally user will hear "You have called ABC, please tell me what do you want to do? reservations, rescheduling or talk to an agent."
But as ASR is down, the application will have to detect it and play an classic DTMF prompt:
"Welcome to ABC, press one for reservations, two for rescheduling or 9 to talk to an agent"

Is this possible?
Thanks for any ideas

Title: Re: Handle ASR failure on GVP
Post by: Infinity on June 08, 2009, 06:53:42 PM

Cavagnaro,

If you want to accomplish this out of your voice app, I am not sure how to do that. But in the app, you can make use of the exceptions/error messages generated(depends on what ivr you use) to take a DTMF route if the ASR resource is unavailable.

Hope this helps.

Title: Re: Handle ASR failure on GVP
Post by: cavagnaro on June 08, 2009, 07:04:12 PM

Oh ok, thanks. Will check it out.

Title: Re: Handle ASR failure on GVP
Post by: Gulden_NL on June 11, 2009, 07:53:47 AM

Cav,
Ping me.  We might be able to help with an example of a fall back script. Can't post it here (damn it!) But if we all play it well, may end up in a GVP Rough Guide, App follow on.

Tony, haven't forgot you.  Just had a full snorkle tube for the past three months....  :'(

Title: Re: Handle ASR failure on GVP
Post by: cavagnaro on June 11, 2009, 02:17:56 PM

Great! Will do! And yeah, lets try to make a GVP easy to digest guide :)