The Automatic Speech Recognition (ASR) technology enables an Interactive Voice Response (IVR) system to collect verbal responses from callers. The IVR system then interprets these verbal responses according to algorithms within the ASR software. Avaya Experience Portal integrates with third-party ASR servers to provide this capability in speech applications.
When the Experience Portal Media Processing Platform (MPP) software receives a call, MPP starts the associated speech application that controls the call flow. If the speech application uses ASR resources, MPP also starts a session with an ASR server configured to use all the languages defined in the speech application.
Note:
You can switch languages within a single speech application, provided all the required languages are configured on the same ASR server. If a speech application is configured to use more languages than those configured for any single ASR server, Experience Portal sends a No ASR Resource exception to the application. What happens afterward depends on the event handler that the application uses.
As the call progresses, MPP directs any speech recognition requests from the application to the designated ASR server. The ASR server processes the input collected from the caller and returns the results to the speech application for further action.
Note:
You need one ASR license for each call that requires ASR resources. The license is unavailable until the call is complete.
On the EPM web interface, administrators can enable speech server utterance recording on a per application basis, only when the Nuance ASR servers are used. This feature is available on all supported versions of Nuance.
