Monitoring System Performance

Significant events from the Voice Director are collected using various tools. In addition, recordings of the caller's speech can be collected and listened to at a later time.

Topics include:

• Speech Data Collection on the Voice Director Server
• Voice Director Properties Screen on the Voice Director Server
• Voice Director Speech Player on the Voice Director Server
• Voice Director Statistics Screen on the Intuity AUDIX System

For general topics relating to the performance of the Intuity AUDIX system and the Voice Director server, see Troubleshooting Voice Director.

Speech Data Collection on the Voice Director Server

In addition to recording events, the Voice Director server can capture speech data. If speech data collection is turned on, each time Voice Director receives a call, the spoken portion of the call is recorded to a file. These files can be between one and five seconds in length. When the data is collected and a file is created, the file is written to the Files directory.

The Files directory, located in the Voice Director main directory, is automatically created during the Voice Director installation process. Use the Voice Director Properties Screen screen to turn on speech collection. Once the files are created, you can use the Voice Director Speech Player to listen to the recorded file.

The Voice Director Speech Player consists of two parts, a graphical component and an audio component. The graphical component displays the speech in wave form. The wave format is the format returned by the recognizer. The audio component allows the user to hear what was said. By comparing the wave form to the audio component, you can determine the accuracy of the speech recognition system.

The Voice Director Speech Player is useful in the event of errors to help troubleshoot the cause of the error. For example, in some cases, the caller might be mispronouncing a name or speaking a name that is not in the vocabulary. See Voice Director Speech Player on the Voice Director Server for information on using the Voice Director Speech Player.

Voice Director Properties Screen on the Voice Director Server

The Voice Director Properties Screen screen provides the Voice Director information pertaining to speech data collection on the Voice Director server. This information includes the name or IP address for the Intuity AUDIX system you are using for speech data collection. This screen also allows you to indicate the number of files you want to collect. The following table describes the fields and buttons found on Voice Director Properties screen.
 

Table: Field Definitions—Voice Director Properties Screen

Field Name	Description
Audix Host Node:	The name or IP address of the Intuity AUDIX system connected to the Voice Director server. This is the Intuity AUDIX system used for speech data collection.
Collection File Count:	The number of voice files you want to collect.
Button	Action
OK	Click OK to prompt the system to accept the information contained in the various fields.
Cancel	Click Cancel to exit the Voice Director Properties screen.

Starting Speech Data Collection

To start speech data collection using the Voice Director Properties screen on the Voice Director server:

1. Click Start.
2. Point to Settings.
3. Click Control Panel.
4. Double-click Voice Director.

The system displays the Voice Director Properties screen.

5. In the Audix Host Name: field, enter the name of the Intuity AUDIX system or the IP address.
6. In the Collection File Count: field, enter the number of voice files that you want to collect. When the total number of files is collected, speech data collection stops.


 


Note: If the number is set to 0 for Collection File Count:, speech data collection is turned off. Therefore, no files are collected.

Restarting Speech Data Collection

Voice Director collects data until the number of files indicated in the Collection File Count: field is reached. Once this number is reached, speech data collections stops.

To restart speech data collection:

1. Click Start.
2. Point to Settings.
3. Click Control Panel.
4. Double-click Voice Director.

The system displays the Properties screen.

5. Click OK.

Closing and reopening the Properties screen restarts the speech collection process. Or you can restart the collection by changing the number indicated the Collection File Count: field.


 


Note: If the network connection between the Intuity AUDIX system and the Voice Director server is lost or the Voice Director service on the Windows NT Workstation is stopped and started again, speech data collection is turned off.

Voice Director Speech Player on the Voice Director Server

If a sound card is included in your Voice Director server hardware configuration, you can listen to the speech files and view speech files. The Voice Director Speech Player collects these files using speech data collection. The following table describes the fields and buttons on the Voice Director Speech Player.
 

Table: Field Definitions—Voice Director Speech Player

Field Name	Description
File Name:	The File Name: drop-down box displays the name of the speech files. This box is located next to the Prev button.
Name:	The Name: field displays the name of the requested subscriber. This field is located under the row of buttons.
Button	Description
Expand	Use the Expand buttons to increase or decrease the display of the speech file.
Offset	The Offset buttons are not used for normal administration.
Play	Click Play to listen to the speech file.
Next	Click Next to listen to the next speech file in the list.
Prev	Click Prev to listen to the previous speech file in the list.

 

Note: When the files are dropped on the Voice Director Speech Player, the message Drop Some Files changes to reflect the number of files contained in the list. This number increases and decreases as you move through the list to indicate the record number you are using.

Starting the Voice Director Speech Player

The steps involved in listening to a speech file include starting the Voice Director Speech Player, locating the speech files, dragging the files onto the Voice Director Speech Player, and selecting a speech file.

To start the Voice Director Speech Player on the Voice Director server:

1. Click Start.
2. Point to Programs.
3. Point to Voice Director.
4. Click Speech Player.

The system displays the Voice Director Speech Player screen.

Locating and Associating the Speech Files

Before you can listen to the recorded speech files, you must locate them and then associate them with the Voice Director Speech Player.

To locate the speech files:

1. Right-click on Start.
2. Select Explore.
3. Locate the Voice Director main directory. The Files directory should be a subdirectory of this directory.
4. Select the Files directory.

The speech files should be listed in this directory.

5. Select a group of files.
6. Drag the selected files to the Voice Director Speech Player.

This process associates the Voice Director Speech Player with the speech files.

Listening to a Speech File

After you drag the speech files to the Voice Director Speech Player, the file names appear in the File Name drop-down box. In addition, the message Drop Some Files located next to the File Name drop-down box disappears. In its place is a counter that indicates the current file number and the total number of files in the list.

To listen to a speech file:

1. Click the down arrow next to the File Name drop-down box.

The system displays a list of speech file names.

2. Select the file you want to listen to.

Voice Director Statistics Screen on the Intuity AUDIX System

The Voice Director Statistics Screen screen captures call information from the Intuity AUDIX for the Name Dialing application. You can use the Voice Director Statistics screen to gather usage information and historical data pertaining to how Name Dialing is used. The following table describes the fields found on the Voice Director Statistics screen.

 

Note: Statistics can only be retrieved for the past week.

 

Table: Field Definitions—Voice Director Statistics Screen

Field Name	Description
Date:	The Date: field displays the date the statistics were collected.
Hour	The Hour column indicates the period of time when the statistics were gathered.
Completed Calls	The Completed Call column indicates the number of calls that were received and transferred during the period of time when the statistics were collected.
Hangup Calls	The Hangup Calls column indicates the number of hang-ups that occurred during the period of time when the statistics were collected. A hangup is a call that Voice Director receives but is terminated by the caller before Voice Director can transfer the call.
No Resources	The No Resources column indicates the number of calls that were received but not transferred due to resources not being available.
Average Time	The Average Time column indicates the average amount of time it took Voice Director to transfer a call once a call was received. This number is the average time for all calls received for a specific period of time.
Total	Total provides a total number for Completed Calls, Hangup Calls, and No Resources: for the date indicated in the Date: field.

 

Note: To obtain statistical data specific to the Intuity AUDIX Release 5 system, you can use the AUDIX Administration and Data Acquisition Package (ADAP). For a complete overview and instructions on using ADAP, see AUDIX Administration and Data Acquisition Package.

Viewing the Voice Director Statistics Screen

To view the Voice Director Statistics screen:

1. Start at the Avaya Intuity Main Menu and select:

AUDIX Administration

2. Enter display avd statistics day at the enter command: prompt, where day is the day of the week you want to display. For example, if you want to display the statistics for 4/23/99, enter display avd statistics 23

The system displays the Voice Director Statistics Screen screen associated with the day indicated.


 


Note: Statistics are collected for a one-week period.

You cannot modify the information in the Voice Director Statistics screen. To view statistics for a different date, re-enter display avd statistics day using the desired date.

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