As well as offering a traditional DTMF user interface, CallXpress can be equipped with ASR resources (speech recognition) and also offer users a fully-handsfree speech driven interface. Using this interface, users can log into their mailbox, access their voice, fax and email messages, make outgoing calls and if properly configured access their groupware calendar and contacts. Below are a few of the more popular speech-driven user features.
Feature Name: Callback Sender - ASR Dependencies:
Feature Description: CallXpress supports the ability for a user to automatically place a return call to the person who left them a voice message. While listening to a message that includes either a captured ANI/CLID number or an entered callback number, a CallXpress subscriber user can simply say
"Callback" and the system will place an outgoing call to the captured number.
Feature Name: Speed Control in the TUI - Speech
Dependencies: ASR
Feature Description: CallXpress users who are using the speech Voice User Interface (VUI) interface
can vary the speed of their voice messages being played over the telephone system interface. Users can increase the speed of the message by saying “Increase message speed” and can decrease the message playback speed by saying “Decrease message speed”. The persistence of the changes made to message playback speed is controlled by a setting in the user’s mailbox. Each subscriber mailbox can be configured for one of the following options:
All sessions…Any change made in playback speed by the user will persist until the user changes it in the interface.
Message only… Any change made in playback speed will persist only for the single message being played when the change is made.
Session only… Any change made in playback speed will persist during the length of that messaging session, resetting to normal next time the user logs in.
This setting can be set by the system administrator and is also accessible to the user in Web PhoneManager.
Feature Name: Barge-In Dependencies:
Feature Description: CallXpress supports system wide Barge-In. Barge-in allows users to speak
commands at any time, even during prompt or message playback. This feature is available to both external callers and system users. The system administrator can adjust barge-in sensitivity on a per- device basis for users. Barge-in sensitivity can also be set on a per device basis for each device for each user.
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Feature Name: Continuous Connection, Speech Server
Dependencies: ASR
Feature Description: CallXpress supports the ability for those users with a Personal Assistant license to remain connected to the system even after making or excepting telephone calls. The two versions of this work as follows:
Continuous Connection on outgoing calls…When a Personal Assistant user makes an outgoing call while logged into CallXpress (using the Call, Dial, Ring, Locate or Callback commands), after the original call is terminated (the far end party disconnects), the user will be returned to the main menu and prompted for more actions:
“What would you like to do?”
Continuous Connection on incoming calls…When a Personal Assistant user receives an incoming call from the system (a caller is sent to their extension or one of their other
accessible devices), after the original call is terminated (the calling party disconnects), the user will be prompted to log into their mailbox (“Please speak or enter your password.”) and then sent to the main menu and prompted for more actions (“What would you like to do?”). These two features allow for Personal Assistant users to remain connected to the system for long periods of time as they process messages, access their calendar, make calls and send new messages.
Feature Name: Voice User Interface (VUI) Type
Dependencies: ASR
Feature Description: For CallXpress systems equipped with ASR (speech recognition) resources, each
user can be configured for one of four types of Voice User Interface. The settings are as follows: None…If this setting is used, the subscriber takes no advantage of the speech functionality. They can’t use speech commands once they are logged into their mailbox and outside callers attempting to transfer to them through CallXpress won’t be presented with any speech command options. They will be able to log onto their mailbox using speech if the answering Call Processor Mailbox is so enabled.
Subscriber Session…With this setting selected, the user will be able to access their mailbox using the basic speech commands or the full speech command set if they have a Personal Assistant license. However, callers attempting to transfer to them through CallXpress won’t be presented with any speech options.
Call Completion…When this option is selected, subscribers won’t be able to use speech commands once they are logged into their mailbox. However, callers attempting to transfer to them through CallXpress will be presented with the call completion speech options.
Full…With this option selected, the user will be able to access their mailbox using the basic speech commands or full speech command set if they have a Personal Assistant license. Also, outside callers attempting to transfer to them through CallXpress will be presented with the call completion speech options.
Feature Name: Auto Locate
Dependencies: Personal Assistant license
Feature Description: For CallXpress users who have enabled the Personal Assistant feature enabled,
the Locate Mode setting controls how the system prompts outside callers when the user has multiple telephone numbers in their current Call List. The choices are as follows:
Silent…The caller is left on hold while the call list is traversed. There is no audio prompting to the caller as to the status of the various calls being made. If PBX transfers are being used, the caller will hear noises (and possibly Music On Hold going off and on) as the transfers occur. Confirm (default)…For each subsequent number in the call list, the caller is prompted to select to locate (try the next number), leave a message, try another person, etc. If the caller selects the locate option, the next number in the call list is called.
Confirm Once…A combination of Confirm and Silent modes. The locate option is confirmed for initial locate number in the call list. Subsequent numbers are called in silent mode. Once again, if PBX transfers are being used, the caller will hear noises (and possibly Music On Hold going off and on) as the transfers occur.
Announce…The caller hears the prompt “Trying locate number <n>” between calling each number on the call list.
Announce with Cancel…The caller hears the prompt “Trying locate number <n>. To cancel, press * or say ‘cancel’.” between calling each number on the call list.
Feature Name: Automatic Contacts Refresh
Dependencies: Personal Assistant license
Feature Description: For those users who have integrated their Microsoft Outlook Contacts or Lotus
Notes Personal Address Book to their CallXpress Phonebook (those users set for an External
Phonebook), when new contact entries are made, or when changes are made in Contacts to the name of an existing entry, in order for them to be accessed by name via speech recognition, these names need to be uploaded into the user’s speech recognition grammar. There are three ways to update the user’s CallXpress Phone Book.
Automatic Contacts Refresh…The administrator can setup users (on a per Class of Service basis) to have their Phonebooks updated from their groupware contacts each time the user logs into their mailbox.
Daily Contacts Refresh…The administrator can setup CallXpress to update all Phonebook/Contacts each evening during the Daily Maintenance routines.
Manual Contacts Refresh… At any time, users can manually refresh their Phonebook by saying: “Refresh my contacts”
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Feature Name: Call Recording - Speech
Dependencies: Personal Assistant license
Feature Description: CallXpress users who have the Personal Assistant feature enabled have the ability
to record certain types of calls. These call recordings are sent to their mailbox as voice messages. The decision to record a call must be made at the beginning of the call. Personal Assistant users can use the following commands to record calls:
“Call and record.”…This command allows users to call members of their CallXpress Phonebook and record the outgoing call.
“Call back and record”…This command allows users to place calls back to the ANI or callback number associated with a voice message and record the result.
“Locate and record.”… This command allows a user to call directly to another user’s current presence setting numbers and record the resultant conversation.
“Dial and record.”…This command allows a user to place a call to a spoken number (“Dial and record [four seven five two two one seven]”) and record the call.
“Ring and record.”…This command allows a user to place a call to the primary extension of a system user and record the call.
Feature Name: Microsoft Contacts Integration - Speech
Dependencies: Personal Assistant license
Feature Description: CallXpress subscribers who have the Personal Assistant feature enabled on their
mailbox can have their mailbox configured to automatically download their Microsoft Exchange Contacts database into their CallXpress Phonebook. Once integrated, users can then use the names in their Contacts to make calls, forward messages and send new e-mail messages.
Users can place calls to contacts entries at their business, home and mobile phone numbers using the “Call” and “Call and record” commands.
Users can send voice messages (an e-mail with a wave file attachment) to their Contacts entries using the “Send a message” command.
Users can send text-based email messages (a pure text email created from one of the email message templates) to their Contacts entries using the “Create text email” command.
Feature Name: Internal Call Transfer to Voicemail
Dependencies: ASR
Feature Description: Users on systems equipped with ASR (speech recognition) resources on an
existing phone call at their desk can use the CallXpress system to transfer that call to the voice mailbox of another system user. After placing a call to CallXpress (usually through the use of a speed dial key), the user says “Transfer call to voicemail.” The system will reply with “To which user?” The user speaks
the destination user’s name and hangs up the phone. CallXpress looks up the new call recipient in the directory and places the call into that user’s voice mailbox.
Feature Name: Automatic Phonebook Entry - Speech
Dependencies: Personal Assistant license, internal phonebook
Feature Description: CallXpress users who are using their Phonebook in Local Store mode can
automatically create new entries in their Phonebook from received e-mails. If, while listening to an e- mail message, a user says “Add sender to address book”, the system will create a new entry in the user’s Phonebook based on the information contained in the e-mail. The new record will have only the sender’s name and e-mail address (from the sender information in the e-mail message). The user can add the other information to the entry at a later date using the Web PhoneManager client. If the sender name already exists in the user’s address book, the system will inform the user that an entry with that name is already present. Users who are using their Phonebook in External Store mode cannot use this feature.
Feature Name: Message Recording and Editing Options - Speech
Dependencies: ASR
Feature Description: CallXpress users who are using the speech-recognition VUI (Voice User Interface)
can cancel, append to and re-record messages they are in the process of recording. The following commands are supported after recording a message:
Re-record the message (“Re-record the message.”)
Append to the message (”Append to the message.”)
Cancel the message (“Cancel the message.”)
Review the message (“Review the message.”)
Mark the message as urgent (“Mark as urgent.”)
Review the current list of recipients (“Review receipt list.”)
Remove any specific recipient (“Remove recipient.”)
Remove all of the current recipients (“Remove all recipients.”)
Feature Name: Total Hands-free Interface
Dependencies: ASR
Feature Description: The CallXpress Speech Server provides for a full hands-free user experience. If the system is properly configured, once the call is dialed, users can access the full functionality of the system without having to dial any DTMF digits. This includes the ability to log onto the system, access all their messages (voice, fax and email), send new messages (voice and email), locate other users, making outgoing calls, access their Exchange Calendar and return to the system main menu to perform other functions after a call is completed.
Feature Name: Logon by Voice
Dependencies: ASR
Feature Description: CallXpress allows certain users to log into their mailboxes using only speech commands. Users can say “User Login” when they first call into the system. The system will respond by asking them for their name or mailbox number. Users can speaker their name and system will next
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prompt the user to enter or speak their password. Users can then either speak their password or enter it using the telephone DTMF pad (For security reasons, it is good practice not to speak your password in any environment where it might be overheard.) If the user is calling in from a phone number associated with their mailbox, the system can be programmed to simplify the login process. Users can be setup so that when calling in from a specific number, the system will recognize them by the ANI and only ask them to enter or speak their password. Users can also have other numbers (typically their mobile telephone number) be recognized as a “Trusted” extension. In this case, the system will ask for neither mailbox nor password, it will answer and immediately log the user into their mailbox.
Feature Name: Context Sensitive Help - Speech
Dependencies: ASR
Feature Description: Whenever they are logged onto their mailbox using the speech interface,
CallXpress users have access to context sensitive help. Users can say “Help” at anytime and they will be presented with a list of options available to them based on their location in the application. At higher level menus, users can say “Help categories.” And will be presented with the various categories of help that are available. The system will prompt them to select help in a particular category (“You may say messaging help, system settings help, call-out help, automated attendant help, etc….”)
In lower level menus, help may offer specific available commands:
“You can say delete this message, forward this message or save this message.”
Help is available for both the speech commands and for the DTMF commands supported by the system.
Feature Name: Nuance Real Speak 4.5 Text to Speech
Dependencies: TTS resources
Feature Description: CallXpress supports a number of applications that use Text to Speech rendering
to read information to callers. Support for Text to Speech on CallXpress is supplied by the Nuance Real Speak 4.5 TTS Engine. Nuance is the world leader in speech recognition and text to speech technology.
Feature Name: Nuance 9.0 Speech Recognition Engine (ASR)
Dependencies: ASR
Feature Description: CallXpress supports a number of applications that can be run using speech
commands. Support for speech recognition on CallXpress is supplied by the Nuance 9.0 Speech Recognition Engine. Nuance is the world leader in speech recognition.
Feature Name: Barge-in Sensitivity by Device
Dependencies: ASR
Feature Description: Each device (phone number) programmed for each user can have its own barge-
in sensitivity setting. The Barge-In Sensitivity setting controls how loudly or softly the subscriber must speak when using that particular device in order to ‘barge in’ to a call using speech commands (override existing prompts being played). A lower setting makes the system less sensitive for this
device, while a higher setting makes the system more sensitive. This setting compensates for the audio differences between devices.
Feature Name: System Callback - Speech
Dependencies: ASR
Feature Description: For some situations, it may cost less for calls to a mobile device (user) than from the device to CallXpress. For these users, the System Callback feature can be used. With System Callback, as soon as the user logs into their CallXpress mailbox, they issue the “Call back” or “Call me back” command and the ensuing dialog occurs:
System - “Please say ‘This device’, ‘A telephone number’, ‘One of your devices, ‘List devices’, or ‘Goodbye’ to cancel.”
User - Selects the callback location\device System - “Please hang-up now to accept the call.”
User - Answers incoming call
System - “Please say or enter your password.”
The user is now connected but the charges for initiating the call have been moved to the CallXpress system.
Feature Name: Retrieve Messages by Sender Name
Dependencies: ASR
Feature Description: For users on CallXpress systems equipped with ASR (speech recognition)
resources, users can search their mailbox for messages sent by a specific system subscriber. Using the appropriate commands, users can request access to various message types from another system subscriber. Users can limit the message list using the following filters:
All - Retrieve all messages regardless of folder. Default if no filters are specified. New - Retrieve messages flagged as new only.
Saved - Retrieve saved messages only.
Read - Retrieve all read messages regardless of folder.
Message Type - Retrieve messages of a specific type (i.e. voice, fax, email). Urgent - Retrieve messages marked urgent only regardless of folder.
Date - Retrieve messages from a specific date only (e.g. yesterday), since a specific date (e.g. this week) or between a date range (e.g. last month or from November 1st through November 15th).
Users can specify at least 2 filters. For example, to retrieve “new voice” messages from a specific sender.
Feature Name: Callback Sender - Speech Dependencies:
Feature Description: CallXpress users can be configured with the ability to make return calls to the internal and external senders of voice messages. If the CallXpress system captured the ANI for the call,
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or if the caller manually entered a callback number, the user can place a return call to the sender by using “Call back.” command.
Feature Name: Call Screening Features – Speech Dependencies:
Feature Description: For users on systems equipped with ASR (speech recognition) resources,
CallXpress provides a number of options for handling screened incoming phone calls. When presented with a new call, users have the option of using the following commands to process the call:
“Accept Call” - Accept the incoming call.
“Reject Call” - Send the caller to voicemail or other specified options.
“Acknowledge Call” - Decline the call but record a short message to be played to the caller. The caller is then sent to voicemail or other specified options.
“Divert Call” - Decline the call but redirect the call to another system user. The original recipient can record a short message to be played to the caller announcing the transfer. The Acknowledge feature is available to all users with a Personal Assistant license. The Divert feature is only available to users with a Personal Assistant license and a Speech VUI type.
Feature Name: Call Holding Dependencies: ASR
Feature Description: CallXpress allows users to make or receive more than one call at a time. If a user