|
|
|
|
|
Barge-in is a capability provided by some speech recognition technologies, including NLSR, that allows callers to speak or enter their responses during a prompt and have those responses recognized and acted upon immediately without having to play the entire prompt (similar to the Speak with Interrupt capability for Announce nodes).
Note:
In the following discussion of Avaya IR applications, the use of the term "node" refers to elements used in IVR Designer applications.
Barge-in is not exactly the same as the Speak with Interrupt feature used for Announce nodes. The Speak with Interrupt feature works only with touchtone input. Barge-in, which works with WholeWord and NLSR input, can accept either touchtone or spoken response inputs.
Thus, the Announce node cannot use spoken responses to interrupt the Announce prompt, only touchtone input.
By contrast, the Prompt and Collect node, the Menu node, and the Automenu node prompts can all be interrupted using either touchtone or spoken input from the caller.
Note:
You can restrict barge-in to touchtone-only input in these nodes by selecting Touchtones as the only Input ASR Mode. However, if you select a WholeWord or NLSR grammar as the Input ASR Mode, the system also accepts touchtone input, so you effectively get both types of barge-in.
To use barge-in, you must use an SR_Prompt external function in IVR Designer.
Note:
When creating NLSR applications in IVR Designer that use barge-in, you should use Touchtone for all Input ASR Mode settings and make sure that you do not set "Reserve ASR Resource Before Playing Prompt" to True on the Response tab (Prompt and Collect and Automenu nodes).
You can, if you want, treat different types of inputs from the caller differently in your application. When a response to a prompt is received from a caller, the system sets the $CI_RECOG system variable to identify the type of recognizer that performed the recognition. For example, if the caller responds using touchtone input, the system sets the $CI_RECOG variable to 0 (zero). If the caller responds with a spoken reply, the system sets the $CI_RECOG variable to 4. So, you can have the application look at the value stored in the $CI_RECOG variable after a caller responds to a prompt and take different actions according to whether the caller responded with touchtone or spoken input.
