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For entry of sequences of 10 or fewer digits, the system provides constant-length grammars. A grammar is the set of rules that the speech recognition software uses to understand data, such as caller input. For entry of sequences greater than 10 digits, it is recommended that you use a custom grammar. Otherwise, consider grouping the input. That is, prompt callers to read the series of digits in segments (groups), then confirm each group before going to the next. This technique is especially useful if the digit sequence cannot be validated with a checksum or custom grammar. If the number already has natural groups like in a telephone number, use those groups. For example:
"Please say the first four digits of your 12-digit number."
< 4384 >
"4384. Is that correct?" {pause} "Please say yes or no."
< yes >
"What are the next four digits?"
< 9556 >
"9556. Is that correct?"
< yes >
"And the next four digits?"
< 8833 >
"883. Is that correct?"
< no >
"Please repeat the four digits."
< 8833 >
"8833. Is that correct?"
< yes >
This call is shorter if callers are allowed to barge-in during the prompt to answer the yes/no questions quickly.
Connected-digit versus tone-paced digit entry
WholeWord speech recognition supports the entry of connected-digit sequences, in all available languages. That is, callers can say a series of digits in one long breath, without intentional pauses in between. Many callers find this the most natural way to enter a series of digits.
You may have had experience with voice response systems that do not support connected-digit entry. In order to simulate connected digit input, other systems use pacer tones. When an application uses pacer tones, callers are prompted to speak the first digit, then wait for another tone before speaking the next digit. The tones then continue until all digits have been spoken.
If you prefer tone-paced method of digit entry, you can write your applications to use pacer tones. However, this type of data entry has not been proven to increase recognition accuracy rate for digit sequence. Pacer tones may even result in lower accuracy, since callers may become confused by the entry method. Avaya recommends using the connected-digit entry method.
Use examples within a digit entry prompt
You may need to prompt callers to enter information that is not usually expressed in digit format. For example, dates are usually spoken "June eighteenth" or "six eighteen." However, WholeWord speech recognition recognizes only single digits. June eighteenth must be spoken "six, one, eight" or "zero, six, one, eight." This format is awkward for many callers. In order to make this easier, include an example in the prompt. For example:
"Next, enter the month and day of the month you were born. Use two digits for the month, and two digits for the day. For example, for June eighteenth, you would say `oh six, one eight.' Please enter the month and day now."
Use an example whenever you think that inexperienced callers will be less confused if you give them some help.
