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ASR

Technical Reference

2018 R2

Last updated January 4, 2018 (See Change Log for summary of changes.)

Abstract

This document provides information on setting up and configuring PureConnect speech recognition solutions for use with third-party ASR engines.

Copyright and Trademark Information Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the “Spirograph” logo design are registered trademarks of Genesys Telecommunications Laboratories, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©1997-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Dialer and Interaction Scripter are registered trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2000-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Messaging Interaction Center and MIC are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2001-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Director is a registered trademark of Genesys Telecommunications Laboratories, Inc. e-FAQ Knowledge Manager and Interaction Marquee are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2002-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Conference is a trademark of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2004-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction SIP Proxy and Interaction EasyScripter are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2005-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Gateway is a registered trademark of Genesys Telecommunications Laboratories, Inc. Interaction Media Server is a trademark of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2006-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Desktop is a trademark of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2007-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2009-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Analyzer is a registered trademark of Genesys Telecommunications Laboratories, Inc. Interaction Web Portal and IPA are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2010-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Spotability is a trademark of Genesys Telecommunications Laboratories, Inc. ©2011-2017. All rights reserved. Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of Genesys Telecommunications Laboratories, Inc. Interactive Intelligence Communications as a Service℠ and Interactive Intelligence CaaS℠ are trademarks or service marks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2012-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Genesys Telecommunications Laboratories, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2013-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interaction Collector is a registered trademark of Genesys Telecommunications Laboratories, Inc. Interaction Decisions is a trademark of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2013-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2014-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved. The veryPDF product is ©2000-2017 veryPDF, Inc. All rights reserved. This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at http://wpflocalization.codeplex.com. A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies.

DISCLAIMER GENESYS TELECOMMUNICATIONS LABORATORIES (GENESYS) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY GENESYS SOFTWARE BY GENESYS, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING GENESYS TOOLS, TRAINING OR METHODS DOCUMENTED BY GENESYS.

Genesys Telecommunications Laboratories, Inc. 2001 Junipero Serra Boulevard Daly City, CA 94014 Telephone/Fax (844) 274-5992 www.genesys.com

http://wpflocalization.codeplex.com/

http://www.genesys.com/

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ASR Technical Reference

Table of Contents About this information ............................................................................................................................................................... 5

Referenced information ........................................................................................................................................................ 5 Introduction ................................................................................................................................................................................. 6

Supported third-party ASR solutions .................................................................................................................................. 6 Interaction Speech Recognition ...................................................................................................................................... 6

Product Overview ...................................................................................................................................................................... 7 ASR Product Architecture .................................................................................................................................................... 7

Recognition Subsystem ................................................................................................................................................... 8 Engine Integration Module ............................................................................................................................................... 9 ASR Audio Provider .......................................................................................................................................................... 9 Load Balancer ................................................................................................................................................................... 9 ASR Server controller service ......................................................................................................................................... 9 Recognition tools in Interaction Designer ...................................................................................................................... 9

Load Balancing .................................................................................................................................................................... 10 Grammars............................................................................................................................................................................. 12

Grammar Management .................................................................................................................................................. 12 Planning .................................................................................................................................................................................... 14

Understanding your application environment .................................................................................................................. 14 Estimating resources for ASR engines ........................................................................................................................ 14

Requirements ....................................................................................................................................................................... 14 Hardware requirements.................................................................................................................................................. 14 Software requirements ................................................................................................................................................... 14

Licensing prerequisites ....................................................................................................................................................... 15 Interactive Intelligence speech services ...................................................................................................................... 15 Vendor speech technology server license ................................................................................................................... 15

Installing .................................................................................................................................................................................... 15 Before you begin ................................................................................................................................................................. 15

Migrating from a previous release ................................................................................................................................ 16 Step-by-step tasks .......................................................................................................................................................... 16

Install the Loquendo ASR Server Controller ................................................................................................................... 18 Install the Nuance Recognizer ASR Server Controller .................................................................................................. 23 Install the MRCP ASR Server Controller ......................................................................................................................... 27 Verify the add-on license .................................................................................................................................................... 31 IC server Installation and IC Setup Assistant .................................................................................................................. 31

Configuring ASR ...................................................................................................................................................................... 32 Trusting the ASR Subsystem Certificate .......................................................................................................................... 32 Recognition Configuration .................................................................................................................................................. 33 ASR Engine Configuration ................................................................................................................................................. 34 ASR Server Properties ....................................................................................................................................................... 35 Assigning an ASR Server to a Location ........................................................................................................................... 36 ASR Selection Rules........................................................................................................................................................... 37

Default ASR Selection Rules......................................................................................................................................... 37 Custom ASR Selection Rules ....................................................................................................................................... 40

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Assign an ASR Selection Rule to a Location .............................................................................................................. 42 ASR Server Web Configuration Interface............................................................................................................................. 43

Accessing the Web Configuration Interface .................................................................................................................... 43 About ................................................................................................................................................................................ 43 Server Status ................................................................................................................................................................... 44

Configuring the ASR Command Servers for Loquendo and Nuance .......................................................................... 47 Servers ............................................................................................................................................................................. 47 Parameters ...................................................................................................................................................................... 51 Properties ......................................................................................................................................................................... 52 Administration .................................................................................................................................................................. 57

Configuring the ASR Command Servers for MRCP ....................................................................................................... 58 Servers ............................................................................................................................................................................. 58 MRCP Server .................................................................................................................................................................. 62 Parameters ...................................................................................................................................................................... 65 Properties ......................................................................................................................................................................... 66 Administration .................................................................................................................................................................. 69

Log off from Web Configuration Pages ............................................................................................................................ 70 Change Log .............................................................................................................................................................................. 71

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About this information The information in this guide is for partners, planners, installers, administrators, developers, and others who plan to install and configure a PureConnect speech recognition solution

Referenced information Because the ASR speech system is integrated with Customer Interaction Center, there are additional technical references and guides that may be helpful. This information is available in the PureConnect Documentation Library on your CIC server.

The latest versions of these documents can also be accessed from the PureConnect Documentation Library on the Genesys Website at: http://help.inin.com

The following technical references, Help, and links are referred to in this document and provide additional ASR information:

• CIC Installation and Configuration Guide • VoiceXML Technical Reference • PureConnect Security Features Technical Reference • MRCP Technical Reference • Interaction Media Server Technical Reference • Interaction Speech Recognition Technical Reference • Interaction Administrator Help • Interaction Designer Help • PureConnect License Management Website at: http://license.inin.com

http://help.inin.com/

http://license.inin.com/

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Introduction PureConnect creates trusted speech recognition solutions using third-party ASR software. Integrating PureConnect technology with these speech applications offers major speech recognition benefits, including excellent accuracy, powerful standards-based features, optimized performance, and best caller experience. This document directs you to the information you need to install third-party ASR integration with Customer Interaction Center.

Supported third-party ASR solutions CIC currently integrates with the following vendor speech recognition engines:

• Loquendo ASR 7.10

• Nuance Recognizer 9.0.18

• Nuance Recognizer 9.0.18 (MRCP) - CIC 4.0 SU 3 and later with Nuance Speech Server 5.1.8

• Nuance Recognizer 10.2.4 (MRCP) - CIC 4.0 SU 3 and later with Nuance Speech Server 6.2.4

For the most current list of supported vendor speech recognition engines, see the Testlab page: http://testlab.inin.com/

Interaction Speech Recognition Keep in mind that in addition to the supporting third-party ASR solutions, Customer Interaction Center comes with a native speech recognition solution called Interaction Speech Recognition. This native solution, which is designed as a low-cost, entry-level solution, is a built-in feature of the product suite and an integrated component of Interaction Media Server. For more information on Interaction Speech Recognition, see the Interaction Speech Recognition Technical Reference in the PureConnect Documentation Library at: http://help.inin.com

http://testlab.inin.com/


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Product Overview Customer Interaction Center uses vendor speech technology integrated into our speech solutions. The following is an overview of the integrated components of our total speech solutions.

ASR Product Architecture The following diagrams show how Customer Interaction Center integrates with the ASR technologies described in this document. Keep in mind that not all ASR solutions contain all of these components.

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The following main components of Customer Interaction Center's speech recognition architecture are described in this section.

• Recognition Subsystem • Engine Integration Modules • ASR Audio Provider (Telephony Server—TS) • Load Balancer (Engine Controller) • ASR Server controller service • Recognition Tools in Interaction Designer

Recognition Subsystem PureConnect's Recognition (Reco) subsystem is a CIC Notifier-based subsystem that manages the speech recognition integration and unified input processing. It provides a Notifier-based client API, which is used by the handler tools or the VoiceXML Interpreter to access the recognition services. For each supported ASR engine an Engine Integration Module (EIM) is provided. You can load more than one EIM at the same time to support ASR engines from multiple vendors in the same installation. There is always exactly one instance of the Reco subsystem per CIC server.

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Engine Integration Module An Engine Integration Module (EIM) maps the engine-specific APIs to a common interface used by the Reco subsystem to provide the ASR services to the clients. This system allows clients to request services from the Reco subsystem without having to consider which vendor speech recognition technology is installed.

ASR Audio Provider Depending on the vendor speech recognition technology, an engine-specific audio provider component will be required in Telephony Services (TS), which provides the audio stream to the ASR engine.

Load Balancer As speech recognition is computationally very demanding, the actual recognition engines are usually distributed across a server farm. A load balancer, or controller, distributes the requests for speech recognition services to these ASR Servers. This component can be implemented in the Engine Integration Module or supplied as a separate service by the speech recognition technology vendor.

ASR Server controller service To simplify the management of large server farms, an ASR Server controller Service is provided. It runs as a service on each ASR Server machine, and it acts as a bridge between the Engine Integration Module and the actual ASR engine.

Recognition tools in Interaction Designer Recognition tools are used in Interaction Designer to expose the Reco subsystem’s API to handler developers. Each of the recognition tools provides input into a specific step of the recognition process, such as initializing a recognition session, registering grammars, getting recognition input, and releasing a session. For a description of each Reco tool, see the Interaction Designer Help.

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Load Balancing As we mentioned earlier, speech recognition is computationally very demanding and multiple ASR servers can be connected to a single CIC server to handle the load. The Reco Subsystem is responsible for selecting which ASR server to use for a recognition session as well as load balancing the sessions across the available ASR servers.

Before we begin discussing the actual load balancing, it's important to keep in mind that there are multiple factors that come into play before the system actually analyzes load and uses it to choose an ASR server. More specifically, when looking for an ASR server to process a request, the Reco Subsystem analyzes all of the ASR servers and compiles a selection list of servers that are available and compatible with the requested recognition session parameters.

The order in which the Reco Subsystem evaluates the available ASR servers depends on how the engines are listed on the Available Engines list on the ASR Engines tab of the Recognition Configuration dialog in Interaction Administrator. The Reco Subsystem will go through all the servers connected for each vendor, a vendor at a time. The exception here would be if the session parameters include a specific vendor name. In that case, the Reco Subsystem will only use servers for the specified engine and ignore the order of the Available Engines list.

To make it onto the selection list, an available ASR server must meet the following criteria:

• The Connection Status must be set to Active • The Engine Integration Module must be Enabled • The recocfg:ASRServerProxyEnabled property must not be set to False • The Accept Sessions setting must be set to Yes

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Once an ASR Server is on the selection list, the Reco Subsystem will then sort the list based on Location, Priority, and Load. More specifically: • ASR Servers in a more preferred region, according to the ASR Selection Rules, will move to top of

the list. (If an ASR server is in a location that is excluded by the selection rules, the server will be removed from the list.)

• Of the ASR Servers ranked the same in the list based on location, those with lower priority setting, as specified by the recocfg:ServerProxyPriority property will move to the top of the list.

• Of the ASR Servers ranked the same in the list based on location and priority setting, those ASR Servers with a lower Load, which is calculated by dividing the number of sessions the server currently has by its CPU capacity, will move to the top of the list. (If an ASR server has already reached its max session count as defined by the recocfg:ASRMaxProxySessionCount property it is removed from the selection list.)

Once the selection list is sorted, the Reco Subsystem then goes through ASR Servers at the top of the list and finds the first ASR Server that can accommodate the specified Language ID. It will then create the Reco Session on that ASR Server.

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Grammars The Reco Subsystem provides support for both Speech and DTMF grammars and each of these grammars can be either built-in grammars or user-defined grammars. As such, there are actually four different types of grammars that the Reco Subsystem can handle: built-in Speech, built-in DTMF, user-defined Speech, and user-defined DTMF.

• Built-in grammars provide a way to accept commonly used input, such as confirmation, digits, extensions, times, dates, and monetary amounts.

• User-defined grammars are created by a developer and allow the system to handle custom input, such as product names or job titles.

Another distinction to keep in mind here is that some grammars are parsed and other grammars are not. In this case, parsing is the process of analyzing the text in a grammar file. Parsed grammars can then be reformatted into grammar formats supported by the reco engine. (For example, even though Nuance Recognizer only supports GRXML SRGS files, you can use ABNF SRGS files because the system parses the ABNF file and converts it into a GRXML format for the ASR server.)

User-defined grammars may or may not require parsing, depending on the grammar specification under which they are created and the grammar specification supported by the reco engine. Built-in grammars, on the other hand, do not require parsing because they are specifically designed for the reco engine.

Grammar Management The Reco Subsystem manages active grammars and allows multiple grammars to be active at the same time. For example, three grammars could be active when a caller asks to speak to someone: one grammar might accept a spoken extension, such as "1-4-5"; another grammar might accept a person's name, such as "Charlie Jones"; and another grammar could accept the word "help" or "operator."

Grammar Caching System In order to efficiently manage multiple grammars and to make sure that the correct grammar is readily available, each speech recognition system, such as the Reco Subsystem (on the CIC server) and the remote ASR Servers, has its own grammar caching system.

When the system needs a grammar, it will first look in the grammar cache. If the grammar is there, the system will use it. If the grammar is not in the cache, the system will load it into the cache and then parse the grammar if needed. While grammars are in the cache, they can be quickly accessed and used for future requests. However, grammars that haven’t been used recently are removed from the cache when new grammars need the space that the old grammars were using. The exact caching behavior is specified by certain grammar caching parameters, which we'll discuss in the Grammar Cache Cleanup section of this document.

Another thing to keep in mind when thinking about grammar caching and efficiency is parsing. As we mentioned, some grammars need to be parsed and this is done after they are added to cache. Parsing a grammar takes up additional resources, so parsing a grammar once and storing it in the grammar cache, where it can subsequently be accessed in its parsed form, improves the performance of speech recognition operations. Those grammars that do not need to be parsed can be more quickly added to the cache.

Note: Grammar caching for the Reco Subsystem is configured using parameters specified in the Recognition container in Interaction Administrator. Grammar caching for remote ASR Servers is configured using parameters specified on the Parameters tab in each server's web Configuration page.

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Grammar Cache Cleanup In order to maintain optimal performance and avoid excessive storage use, the system will regularly investigate the contents of the grammar cache and clean out those stored grammars that are no longer viable. The system uses the Grammar Cache Cleanup Interval parameter setting to determine how frequently to clean out the cache. The settings for the Min Grammar Idle Time and the Idle Grammar Count Baseline parameters determine what to remove from the cache.

Note: The default values for the Grammar Cache settings work fine under most circumstances. Any modifications to these values can have a significant impact on the behavior of the system. As such, these settings should only be modified under the direction of PureConnect Customer Care.

Cleanup Logic When determining what to remove from the grammar cache, the system uses the following logic: • Never remove grammars that are currently in use. • Never remove grammars that have been idle for less than the setting for the Min Grammar Idle

Time parameter. • Sort remaining grammars by age (the amount of time since they have last been used for a

recognition). • Check the value of the Idle Grammar Count Baseline, which is the minimum number of idle

grammars always left in the cache. • Remove from the cache any of the oldest grammars that fall outside the Baseline boundary. As a result of the above logic to determine what to remove from the grammar cache, keep in mind that:

• If the total number of grammars in the cache is fewer than the value of the Idle Grammar Count Baseline, all grammars will remain in the cache indefinitely.

• If many grammars are, or have recently been, in use, the number of grammars in the cache can exceed the Idle Grammar Count Baseline value.

Reco Subsystem Cleanup Logic While the Reco Subsystem uses the settings specified by the Min Grammar Idle Time and the Idle Grammar Count Baseline parameters to determine what to remove from the cache, the cleanup logic does not always remove the oldest grammars first. These situations revolve around parsed and unparsed grammars. When determining which grammars to remove from its cache, the Reco Subsystem will weigh the age factor but will also take into consideration whether or not the grammar had to be parsed. The system will always remove the oldest parsed grammar before a younger parsed grammar, and it will remove the oldest unparsed grammar before a younger unparsed grammar. However, amongst the oldest grammars, the system will sometimes remove an unparsed grammar before an older parsed grammar. As we mentioned earlier, parsing a grammar takes up resources, so keeping an older parsed grammar in the cache and instead, removing a younger unparsed grammar from the cache is a more efficient use of resources. If you look at the process from the other end, reloading a grammar that doesn't need to be parsed is a more efficient use of resources than reloading a grammar that must be reparsed before it can be used.

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Planning

This section explains what you need to consider when planning for Customer Interaction Center speech system. This section includes:

• Understanding your application environment • Hardware and software requirements • Licensing requirements

Understanding your application environment To plan for an ASR installation, you need to understand your application environment and determine:

1. The number of ASR engines you require and how many will be active at any one time 2. The number of ASR engines per server 3. The number of ASR Servers you require

Your speech application provider can give you detailed information on the application's complexity. This includes such things as grammar size and complexity, amount of time engines are active during a call, languages supported, and barge-in support.

Estimating resources for ASR engines Your speech recognition technology vendors can help you understand the resources required for their ASR engines. Two critical resources in an ASR installation are CPU power and memory.

Requirements The hardware and software requirements for your CIC server installation are detailed in your CIC Installation and Configuration Guide.

Hardware requirements There are no additional hardware requirements for the CIC Reco Subsystem.

Software requirements The only specific software requirement is that ASR requires .NET Framework 3.5.1 or higher in order to use TraceViewer.

For more information on installing .NET Framework on a server, see the CIC Installation and Configuration Guide.

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Licensing prerequisites PureConnect speech services PureConnect speech services have the following licensing prerequisites:

Description License *

CIC server requires a Speech Recognition Services add on license

I3_FEATURE_SPEECH_RECOGNITION

Interaction Speech Recognition (added as of CIC 4.0 SU4) requires one or more concurrent session licenses

I3_SESSION_MEDIA_SERVER_RECO

MRCP ASR Servers require an additional license I3_FEATURE_MRCP_ASR

* Keep in mind that I3_FEATURE_SPEECH_RECOGNITION and I3_FEATURE_MRCP_ASR as features just require a license to be present, whereas the quantity of I3_SESSION_MEDIA_SERVER_RECO licenses purchased determines the number of concurrent ASR sessions available. To verify that you have the licenses installed, obtain and generate the CIC license file, and download it to the CIC server or other location, as described in the CIC Installation and Configuration Guide.

Vendor speech technology server license A license, obtained from the vendor, is required to install the vendor speech technology on an ASR Server.

Installing The following tasks describe the high-level steps to installing PureConnect's speech solution. Step-by-step instructions of these tasks are described later in this chapter. An ASR installation includes the following tasks:

1. Determine the number of ASR Servers required and install the vendor software on each ASR Server.

2. Set up the ASR Server to communicate with CIC server.

3. Make sure that the Speech Recognition Services add-on license is downloaded and accessible to the machine where CIC server will be installed.

4. Install the CIC server and select your ASR Server during installation.

5. Set up your ASR Server for CIC.

6. Perform additional configuration steps in Interaction Administrator.

Before you begin Be sure that your installation environment is ready for your PureConnect platform installation, and that you have completed the licensing requirements described earlier in this document in the "Planning" section.

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Migrating from a previous release A CIC migration package containing tools and documentation for existing CIC systems to migrate to a newer CIC version is available. For more information, see the Migration Guide in the PureConnect Documentation Library at http://help.inin.com

Step-by-step tasks When your installation environment is ready, complete the following tasks.

Install Vendor Software Following vendor instructions, install your vendor speech recognition software (ASR Engine) on your ASR Servers.


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Install the ASR Server Controller After installing your ASR Engine, the ASR Server is ready to be set up to communicate with a CIC CIC server. To do so, you'll install the ASR Server controller on the ASR Server. The following ASR Server controller installation programs are included in the CIC installation ISO. Loquendo ASR Nuance Recognizer

Install the MRCP ASR Server Controller In addition to installing the ASR Server controller, you'll need to install the MRCP ASR Server controller. We recommend installing the MRCP ASR Server controller on the same machine as the third-party MRCP Server. The MRCP Server can then use direct file access to obtain the grammar files and no HTTP grammar server is required. The following MRCP ASR Server controller installation program is included in the CIC installation ISO. MRCP ASR Server

Note: By default, the PureConnect QoS driver is silently installed and the certificate is added to the Trusted Publishers list. If your site has reasons to modify this default behavior, see the Knowledge Base article Modify properties for the QoS driver installation (http://knowledge.inin.com/Incident.asp?EntryID=Q131006915300479) and follow the instructions provided to modify the QoS properties and run the install using Group Policy or other methods.

Applying releases ASR Servers must be at the same release version or later as the release version of the CIC servers with which they are associated. And the ASR Server must be updated before the CIC server. Interactive Update Client receives updates from the Interactive Update Provider on the CIC server. Because the ASR Server must be updated before the CIC server, we recommend that you do NOT use Interactive Update to apply release update automatically to the ASR Server. To manually apply a release version after installing this ASR Server controller, go to the Latest CIC Release page at: https://my.inin.com/products/cic/Pages/Latest-Release.aspx.

http://knowledge.inin.com/Incident.asp?EntryID=Q131006915300479

https://my.inin.com/products/cic/Pages/Latest-Release.aspx

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Install the Loquendo ASR Server Controller To install the Loquendo ASR Server controller on an ASR Server running a Loquendo engine: 1. If you have not done so already:

a. Download the CIC 2016 R1 or later .iso file from the PureConnect Product Information site at

https://my.inin.com/products/Pages/Downloads.aspx.

b. Copy the .iso file to a file server (non-IC server) with a high bandwidth connection to the server(s) on which you will be running the CIC 2016 R1 or later installs.

c. Mount the .iso file and share the contents to make them accessible to the server(s) on which you will be running the CIC 2016 R1 or later installs.

2. Navigate to the \Installs\Off-ServerComponents directory on the file server.

3. Copy the LoquendoASR_2016_R1.msi file to the server on which you plan to run this install and

double-click to launch it.

4. When the Loquendo ASR Server Setup Wizard starts, click Next to begin.

https://my.inin.com/products/Pages/Downloads.aspx

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5. When you see the Custom Setup page, you can pick and choose components to install or you can install the complete package. Click Next to continue.

6. When you see the out the Domain User Validation page, you'll need to specify your Windows login credentials as well as the domain name. When you finish, click Next.

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7. When you see the Loquendo Configuration File Path page, you can accept the default session file location or you can click Browse and choose a different file location. Click Next to continue.

8. When the Web Configuration Server page displays, you'll need to specify the HTTP Port and an Administration Login Name and Password. Click Next to continue.

Note: Ensure that the administration password is secure, as an unauthorized user could render an ASR Server inoperable through the web interface.

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9. When you see the Loquendo ASR Server Setup page, select the Loquendo Language package that you want to use. Click Next to continue.

10. On the Logging File Path page, provide the path to the folder where you store the logging files. Click Next to continue

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11. When the Ready to install Loquendo ASR Server page appears, click Install.

The installation procedure will take a few minutes to complete. Once it is done, you will see the Completed the Loquendo ASR Server Setup Wizard page and will click Finish.

Note: ASR Servers controllers must be at the same Release version or later as the Release version of the CIC servers they are associated with, and the ASR Server must be updated before the CIC server. To manually apply a Release version after installing this ASR Server controller, go to the Latest CIC Release page at https://my.inin.com/products/cic/Pages/Latest-Release.aspx.

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Install the Nuance Recognizer ASR Server Controller To install the Nuance Recognizer SR Server controller on an ASR Server running a Nuance Recognizer engine: 1. If you have not done so already:

a. Download the CIC 2016 R1 or later .iso file from the PureConnect Product Information site at

https://my.inin.com/products/Pages/Downloads.aspx.



2. Navigate to the \Installs\Off-ServerComponents directory on the file server.

3. Copy the ASRServerNuanceRecognizer_2016_R1.msi file to the server on which you plan to run

this install and double-click to launch it.

4. In a moment, the ININ Nuance Recognizer Server Setup Wizard starts.


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5. When you see the next page, you can accept the default path for the Nuance Recognizer base xml file or you can click Browse and choose a different file location. Click Next to continue.

7. When the Web Configuration Server page displays, you'll need to specify the Web Configuration Server Port and an Administration Login Name and Password. Click Next to continue.

Note: Ensure that the administrative password is secure, as an unauthorized user could render an ASR Server inoperable through the web interface.

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8. When the Ready to install ININ Nuance Recognizer Server page appears, click Install.

The installation procedure will take a few minutes to complete. Once it is done, you will see the Completed the Nuance Recognizer Server Setup Wizard page and will click Finish.

Note: ASR Server controllers must be at the same Release version or later as the Release version of the CIC servers they are associated with, and the ASR Server must be updated before the CIC server. To manually apply a Release version after installing this ASR Server controller, go to the Latest CIC Release page at https://my.inin.com/products/cic/Pages/Latest-Release.aspx.

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Install the MRCP ASR Server Controller We recommend installing this software on the same machine as the MRCP server. To install the MRCP ASR Server controller on an MRCP Server: 1. If you have not done so already:

a. Download the CIC 2016 R1 or later .iso file from the PureConnect Product Information site

at https://my.inin.com/products/Pages/Downloads.aspx.



2. Navigate to the \Installs\Off-ServerComponents directory on the file server. 3. Copy the MrcpASRServer_2016_R1.msi file to the server on which you plan to run this install and

double-click to launch it.

4. When the setup wizard starts, click Next to begin.


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7. On the MRCP ASR Server SIP Settings page, you'll need to enter the appropriate values:

SIP Server Name: You should be installing this software on the same machine as the MRCP server and as such you should leave the default value of localhost unchanged.

SIP Port: Specify the port number on which the third-party MRCP server has been configured to listen for SIP requests.

SIP Protocol: Specify which protocol to use to establish sessions with the MRCP server. When you finish, click Next.

8. When the Web Configuration Server page displays, you'll need to specify the Web Configuration Server Port and an Administration Login Name and Password. Click Next to continue.

Note: Ensure that the administrative password is secure, as an unauthorized user could render an ASR Server inoperable through the web interface.

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6. On the Logging File Path page, provide the path to the folder where you store the logging files. Click Next to continue.

Note: Because logging files can become very large and take up valuable system resources, we recommend that you choose a folder that is not on the Windows system or CIC application partitions.

9. When the Ready to install MRCP ASR Server page appears, click Install.

The installation procedure will take a few minutes to complete. Once it is done, you will see the Completed the MRCP ASR Server Setup Wizard page and will click Finish.

Note: ASR Server controllers must be at the same Release version or later as the Release version of the CIC servers they are associated with, and the ASR Server must be updated before the CIC server. To manually apply a Release version after installing this ASR Server controller, go to the Latest CIC Release page at https://my.inin.com/products/cic/Pages/Latest-Release.aspx.

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Verify the add-on license A Speech Recognition Services add-on license is required for ASR. The license name is: I3_FEATURE_SPEECH_RECOGNITION. Before installing ASR server, verify that you have this add-on license installed. To verify, obtain and generate the CIC license file and download it to the CIC server, or other location. See the CIC Installation and Configuration Guide for more information. The license file name is hostid.i3lic. An additional license is required for MRCP ASR Servers: I3_FEATURE_MRCP_ASR.

CIC server Installation and IC Setup Assistant Complete installation information is described in the CIC Installation and Configuration Guide. Make sure that your ASR Server is updated to the same Release version as the CIC server. When you run IC Setup Assistant, it detects that Speech Recognition is included in the license and a Speech Recognition dialog is displayed listing available ASR engines. Select the ASR Engine you will be using for speech recognition. The IC Setup Assistant Wizard guides you through the installation.

When the installation is complete, you can continue to configure speech recognition in Interaction Administrator.

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Configuring ASR You'll configure ASR using Interaction Administrator and the ASR Server Web Configuration interface.

Trusting the ASR Subsystem Certificate The ASR Server sends a subsystem certificate to the CIC server when establishing a connection to the Notifier subsystem. An administrator must deliberately trust the certificate from the ASR Server before a connection can be established. (Keep in mind that you must first add a Command Server, before a certificate will appear.) To trust a new certificate from the ASR Server:

1. On the CIC server, open Interaction Administrator. 2. In the left pane of the Interaction Administrator window, select the System Configuration

container. 3. In the right pane, under the System Configuration column, double-click Configuration. 4. When the System Configuration properties dialog box appears, select the Certificate

Management tab. 5. In the Subsystem Certificates Configuration panel, click the Modify button. 6. When you see the Subsystem Certificates dialog box, select the New or Untrusted certificate

associated with the ASR Server. 7. Click the Trust button to complete the procedure.

For more information on trusting a certificate, see the Security Precautions for CIC Technical Reference available in the PureConnect Documentation Library at http://help.inin.com.


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Recognition Configuration After speech recognition is installed, you can continue to configure Recognition parameters and properties using Interaction Administrator. To access the Recognition Configuration:

1. On the CIC server, open Interaction Administrator. 2. In the left pane of the Interaction Administrator window, expand the System Configuration

container. 3. Select the Recognition container. 4. In the right pane, under the Recognition column, double-click Configuration. 5. When you see the Recognition Configuration dialog box, you'll use the settings on the

available tabs to configure the ASR Server's behavior.

For more information on the settings in the Recognition Configuration dialog box, such as those on the Grammar Cache tab, access the Interaction Administrator Help by clicking the ? button on the top right of the dialog box.

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ASR Engine Configuration For each supported ASR engine, Customer Interaction Center provides an Engine Integration Module (EIM). You'll use the ASR Engine Configuration dialog to enable the EIM. To access the ASR Engine Configuration in Interaction Administrator:


container. 3. Locate and expand the Recognition container. 4. Select the ASR server container, such as Loquendo. 5. In the right pane, double-click Configuration. 6. When you see the ASR Engine Configuration dialog box, select the Enabled check box.

You'll use the settings on the available tabs to further configure the ASR Engine.

For more information on the settings in the ASR Engine Configuration dialog box, access the Interaction Administrator Help by clicking the ? button on the top right of the dialog box.

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ASR Server Properties The ASR Server properties allow you to configure settings for the ASR server and its connection to the CIC server. To access ASR Server properties in Interaction Administrator:


container. 3. Locate and expand the Recognition container. 4. Select and expand your ASR server container. 5. Select the Servers container to display your ASR server in the right pane. 6. Double-click your ASR server to display the ASR Server Configuration dialog box. 7. Select the Properties tab and use the controls to configure speech recognition properties.

For more information on the properties that you can configure, access the Interaction Administrator Help by clicking the ? button on the top right of the dialog box.

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Assigning an ASR Server to a Location If you have ASR servers in multiple regions, you can ensure the best recognition accuracy and speed as well as ensure efficient use of the available WAN bandwidth by assigning your ASR servers to locations. You assign an ASR server to a location through the Recognition container in Interaction Administrator. To assign an ASR Server to a Location:


container. 3. Locate and expand the Recognition container. 4. Select and expand the ASR server container, such as Nuance Recognizer. 5. Select the Servers container to display your ASR server name in the right pane. 6. Double-click your ASR server name to display the ASR Server Configuration dialog box. 7. Use the Location drop down menu to select and assign a location to your ASR server.

For information on creating locations, see the Create Location topic in the Interaction Administrator Help.

Tip: You can quickly assign ASR Servers to a location using the server's context menu.

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ASR Selection Rules When you assign an ASR server to a location, you are specifying where the server resides so that the selection rules can be applied correctly. In many cases the default ASR selection rules will work just fine. However, you can assign custom ASR selection rules to a location. As we begin discussing Selection Rules, it's important to understand that the goal behind ASR regionalization, via Locations and Selection Rules, is to ensure that the speech recognition functions provided by the ASR Server occur in the most efficient manner possible. This system allows geographically dispersed networks to provide the best recognition accuracy and speed as well as ensure the most efficient use of the available WAN bandwidth between the echo cancelled audio provided by the Media Server and the ASR Server. It is also important to understand that the Media Server Selection Rules are always applied first and that they are performed independently, regardless of ASR Server availability.

For information on Media Server Locations and Selection Rules, see the Interaction Media Server Technical Reference available in the PureConnect Documentation Library at http://help.inin.com.

Default ASR Selection Rules When you create a location in Interaction Administrator, Customer Interaction Center automatically assigns the Default ASR Selection Rules to that location. This default configuration specifies a logical order of locations that will provide the best possible connection to an available ASR server. The default selection rules specify that Customer Interaction Center searches for and selects an available ASR server using the following order:

<ThisLocation> The location where echo cancellation occurs.

<ICServerLocation> The location that has the CIC server that controls the interaction.

<Any> This option directs Customer Interaction Center to search any defined location in the network if it cannot find an available ASR Server at the above locations.


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Scenarios To see why the Default ASR Selection Rules will work fine in many cases, let's assume the following setup. We'll also assume that the Media Servers are configured to use the Default Media Server Selection Rules.

Seattle Indianapolis Orlando Gateway

Media Server ASR Server

Gateway CIC server

Media Server ASR Server

Gateway Media Server ASR Server

Now, let's suppose that a call comes into Orlando. When it does, the steps in one of the following scenarios could occur: Scenario 1 • The Default Media Server Selection Rule assigned to the Orlando Location will hit the first item in

the list: <This Location>. • If a Media Server is available in Orlando, then it will be used to provide echo cancellation. • The Default ASR Selection Rule assigned to the Orlando Location will hit the first item in the list:

<This Location>. • If an ASR Server is available in Orlando, then it will be used.

Analysis: This represents the best case scenario because the audio remains in Orlando where it will receive the best recognition accuracy and speed. The Default ASR Selection Rule will always try to use this scenario when possible.

Scenario 2 • The Default Media Server Selection Rule assigned to the Orlando Location will hit the first item in

the list: <This Location>. • If a Media Server is NOT available in Orlando, then the Default Media Server Selection Rule will hit

the second item in the list: <ICServerLocation>. • If a Media Server is available in Indianapolis, then it will be used to provide echo cancellation. • Since the Media Server providing echo cancellation is in Indianapolis, the Default ASR Selection

Rule assigned to the Indianapolis Location will hit the first item in its list: <This Location>. • If an ASR Server is available in Indianapolis, then it will be used.

Analysis: This scenario illustrates how the <ThisLocation> rule in the Default ASR Selection Rules functions to achieve the best possible result. Here the audio is sent from the caller to Indianapolis because the Media Server in Orlando is unavailable. By following the <ThisLocation> rule, the ASR Server in Indianapolis is used so that the audio is not sent over another WAN connection.

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the list: <This Location>. • If a Media Server is available in Orlando, then it will be used to provide echo cancellation. • The Default ASR Selection Rule assigned to the Orlando Location will hit the first item in the list:

<This Location>. • If an ASR Server is NOT available in Orlando, then the Default ASR Selection Rule will hit the

second item in the list: <ICServerLocation>. • If an ASR Server is available in Indianapolis, then it will be used.

Analysis: This scenario illustrates how the <ICServerLocation> rule in the Default ASR Selection Rules functions to achieve the best possible result. Because the ASR Server in Orlando is unavailable, the audio is sent from the Media Server in Orlando to an ASR Server in Indianapolis. The idea here is that the WAN connection to the location of the CIC server is most likely better than any of the other WAN connections. This scenario also illustrates that the Media Server Selection rules are applied first and function independently from the ASR Selection Rules. (Keep in mind that even though it might seem better to select a Media Server in Indianapolis, it really wouldn’t be because the audio would have to traverse the WAN anyway. And, using a Media Server in Indianapolis would require that audio be sent to Indianapolis even after the ASR session is complete.)



the second item in the list: <ICServerLocation>. • If a Media Server is available in Indianapolis, then it will be used to provide echo cancellation. • Since the Media Server providing echo cancellation is in Indianapolis, the Default ASR Selection

Rule assigned to the Indianapolis Location will hit the first item in its list: <This Location>. • If an ASR Server is NOT available in Indianapolis, then the Default ASR Selection Rule will hit the

second item in the list: <ICServerLocation>. • Since <This Location> and <ICServerLocation> are the same, the Default ASR Selection Rule will

hit the third item in the list: <Any>. • At this point, any of the other two ASR Servers could be selected based on availability.

Analysis: This represents the worst case scenario because audio will traverse two WAN connections. This example of the <Any> rule should be a rare occurrence because it depends on both the Media Server, where the call came in, and the ASR Server, at the <ICServerLocation>, being unavailable. Keep in mind that these scenarios only represent some of the possibilities in the example setup and are only intended to highlight how the Default ASR Selection Rules work.

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Custom ASR Selection Rules If you decide that you'd rather use custom selection rules, you can create and assign those rules to your locations instead of relying on the default selection rule.

For information on creating selection rules, see the Selection Rules topic in the Interaction Administrator Help.

Scenarios To see how a custom ASR Selection Rule would work, let's assume the following setup: We have an extremely fast WAN connection between Miami and Orlando and so want to make sure that this connection is used before attempting the Indianapolis location even though it is the CIC server location. We also have a better connection from Indianapolis to Orlando than to Miami, so we want to make sure that this connection is used first. As such, we'll create and assign appropriate custom selection rules to each location. We'll assume that the Media Servers are configured to use the <Default Media Server Selection Rule>.

Indianapolis Miami Orlando Gateway

CIC server Media Server ASR Server



IRule MRule ORule

Indianapolis Orlando Miami

Miami Orlando

Indianapolis

Orlando Miami

Indianapolis Now, let's suppose that a call comes into Orlando. When it does, the steps in one of the following scenarios could occur: Scenario 1 • The Default Media Server Selection Rule assigned to the Orlando Location will hit the first item in

the list: <This Location>. • If a Media Server is available in Orlando, then it will be used to provide echo cancellation. • The Custom ASR Selection Rule assigned to the Orlando Location will hit the first item in the list:

Orlando. • If an ASR Server is available in Orlando, then it will be used. Analysis: This represents the best case scenario because the audio remains in Orlando. In fact, this Custom ASR Selection Rule behaves the same as scenario 1 under the Default ASR Selection Rules. Scenario 2 • The Default Media Server Selection Rule assigned to the Orlando Location will hit the first item in

the list: <This Location>. • If a Media Server is available in Orlando, then it will be used to provide echo cancellation. • The Custom ASR Selection Rule assigned to the Orlando Location will hit the first item in the list:

Orlando. • If an ASR Server is NOT available in Orlando, then the Custom ASR Selection Rule will hit the

second item in the list: Miami. • If an ASR Server is available in Miami, then it will be used. Analysis: This scenario illustrates how a Custom ASR Selection Rule, which specifies a preference for the WAN connection between Miami and Orlando, does a better job than the Default ASR Selection Rules, which would have tried using an ASR server in Indianapolis before one in Miami.

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the second item in the list: <ICServerLocation>. • If a Media Server is available in Indianapolis, then it will be used to provide echo cancellation. • Since the Media Server providing echo cancellation is in Indianapolis, the Custom ASR Selection

Rule assigned to the Indianapolis Location will hit the first item in its list: Indianapolis. • If an ASR Server is available in Indianapolis, then it will be used. Analysis: In this scenario, the Custom ASR Selection Rule behaves the same as the Default ASR Selection Rule because we are using the Default Media Server Selection Rule. (Keep in mind that if we were also using Custom Media Server Selection rules, we could have specified the WAN to Miami instead of the WAN to Indianapolis for the Media Server. However, since the selected Media Server is in Indianapolis, the best we can do is use an Indianapolis ASR server to avoid sending the audio over another WAN connection.) Scenario 4 • The Default Media Server Selection Rule assigned to the Orlando Location will hit the first item in


the second item in the list: <ICServerLocation>. • If a Media Server is available in Indianapolis, then it will be used to provide echo cancellation. • Since the Media Server providing echo cancellation is in Indianapolis, the Custom ASR Selection

Rule assigned to the Indianapolis Location will hit the first item in its list: Indianapolis. • If an ASR Server is NOT available in Indianapolis, then the Custom ASR Selection Rule will hit the

second item in the list: Orlando. • If an ASR Server is available in Orlando, then it will be used. Analysis: This represents a near worst case scenario because audio traverses two WAN connections. By using Custom ASR Selection rules, we enforced our preference to use the WAN between Indianapolis and Orlando instead of allowing an ASR server in Miami to be selected if it had lower load. Keep in mind that these scenarios only represent some of the possibilities in the example setup and are only intended to highlight how Custom ASR Selection Rules work.

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Assign an ASR Selection Rule to a Location If you decide that you'd rather use custom selection rules, you can assign those rules to a location instead of relying on the default selection rule. To assign an ASR Selection Rule to a location:

1. On the CIC server, open Interaction Administrator. 2. In the left pane of the Interaction Administrator window, locate and expand the object that

represents your CIC server. 3. Expand the Regionalization container. 4. Select the Locations object to display your Location Names in the right pane. 5. Double-click a location to display the Locations Configuration dialog box and select the

Selection Rules tab. 6. Use the ASR Server drop down menu to choose and assign a selection rule to the location.

For information on creating selection rules, see the Selection Rules topic in the Interaction Administrator Help.

Note: In this image, we've shown the selection of a Custom Selection Rule; however, you can just as easily select the <Default ASR Section Rule> if you later decide you no longer want to use a Custom Selection Rule.

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ASR Server Web Configuration Interface Use the ASR Server Web Configuration interface to set the parameters and properties for the ASR Server.

Accessing the Web Configuration Interface To access the ASR Server Web Configuration interface:

1. Make sure the ASR Server is running.

2. Launch your browser and access http://{servername}:Port where {servername} is the name of the system running the ASR Server and Port is the port number that was specified during installation as the Web Configuration Server Port.

3. On the network authentication dialog, type the User Name and Password that you specified during the ASR Server installation.

Depending on the port number you specified to access your Web Configuration page; you'll see the Status page for the appropriate type of ASR server. The Status page contains two tabs: About and Server Status.

About On the About tab you'll find the name of the ASR server, the file version, and the IP address of the system you are using to access the Web Configuration interface.

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Server Status The Server Status tab lists all CIC servers—also known as command servers—that are currently available. This tab also displays an overview of the connection status and activity of each command server. The Details button provides more information about each command server and its connection.

At any time you can manually update the information on this screen by clicking Refresh. If you prefer, you can select the Auto-refresh every 10s check box and the information on this page will reload every 10 seconds. The Server Status tab contains the following fields: Field Description

ID This column displays the identifier number for a connection between this ASR Server and a CIC CIC server. It is written to trace logs to correlate Notifier connections.

Notifier Host This column displays the CIC server name or IP address in this connection.

Connection Status This column displays the status of this connection between this ASR Server and the CIC server. Not Connected: Attempting to establish a Notifier connection with the CIC server, but is unable to connect to it. Attempts to reconnect occur once every 2 minutes. Authentication Failure: A CIC CIC server was found but failed to establish a Notifier connection-possibly due to invalid logon credentials. This message also displays if the certificate has not been trusted through Interaction Administrator.Waiting for EIM: The CIC server connection has been successfully established and is waiting for Engine Integration Module to be enabled. EIM Ready: The CIC server connection has been successfully established and the ASR server is logging on to the Engine Integration Module. Active: A Notifier connection with the CIC server is active and has successfully logged on to the Engine Integration Module.

Accepts Sessions The column displays the status of the ASR Server's ability to accept sessions from the CIC server.

Active Sessions This column displays the number of ASR sessions that are currently hosted on behalf of the associated CIC server.

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Details When you click Details, the Server Status tab displays the Details page.

At any time you can manually update the information on this screen by clicking Refresh. If you prefer, you can select the Auto-refresh every 10s check box and the information on this page will reload every 10 seconds. Use Back to return to the main page of the Server Status tab. The Details page displays the following information:

Field Description

Configuration ID This is the identifier number for a connection between this ASR Server and a CIC CIC server. It is written to trace logs to correlate Notifier connections.

Command Server ID This number represents the server's place in the Command Servers list.

Notifier Host This displays the CIC server name or IP address in this connection.

CIC server Name This displays the CIC server name.

Status This displays the status of this connection between this ASR Server and the CIC server.

Accepting Sessions The displays the status of the ASR Server's ability to accept sessions from the CIC server.

Total CPU Capacity This number represents the capacity of all CPUs on the ASR server. The larger the number indicates that the ASR server has more CPU capacity. The CIC server uses this number for load balancing.

Active Sessions This displays the number of ASR sessions that are currently hosted on behalf of the associated CIC server.

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Sessions When you click the List link adjacent to the Active Sessions on the Details page, the Server Status tab displays the Sessions page.

At any time you can manually update the information on this screen by clicking Refresh. If you prefer, you can select the Auto-refresh every 10s check box and the information on this page will reload every 10 seconds. Use Back to return to the Details page of the Server Status tab. The Sessions page displays the following information: Field Description

Interaction This column displays the Interaction ID of the session.

State This column displays the current state of the session: Idle: No recognition is currently in progress; ready to start a new recognition. Starting: A recognition has been started successfully but hasn’t started processing audio yet. Detecting: A recognition is in progress and is listening for speech. Recognizing: A recognition is in progress and is recognizing speech. Closed: The session has been closed and cannot be used for another recognition.

Total This column indicates the Total number of completed recognitions for the session.

Successful This column shows the Total number of recognitions for the session that completed without being cancelled or aborted due to an error.

Cancelled This column indicates the Total number of recognitions for the session that were cancelled.

Last Reco This column displays the duration of the last recognition (i.e. the amount of time between when the session’s last recognition started and the result was returned.)

Idle Time This column shows the amount of time the session has been in the Idle State. (If the session is not idle a "-" will appear in this column.)

Session Age This column displays the amount of time since the session was created.

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Configuring the ASR Command Servers for Loquendo and Nuance You'll use the Configuration page to set the parameters and properties for the ASR Server. To display the Configuration page, click Config. When you do, you'll see the Configuration page, which contains four tabs: Servers, Parameters, Properties, and Administration. As the Loquendo and Nuance ASR Server configurations are the same, the following Nuance example functions for both Nuance and Loquendo.

Servers On the Servers tab you'll see list of all the available Command Servers. You'll use the controls on the Servers tab to add, configure, and remove servers.

The Servers tab contains the following fields:

Field Description

ID This column displays the identifier number for a connection between this ASR Server and a CIC CIC server. It is written to trace logs to correlate Notifier connections.


Accept Sessions The column displays the status of the ASR Server's ability to accept sessions from the CIC server.

Configure This column contains two buttons that you'll use to configure the server and set its properties as described in the following sections.

Remove This column contains a button that you'll use to remove a server.

Add Server This button allows you to add a server to the list of Command Servers as described in the following section.

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Add Server To add a new Command Server to the configuration, click Add Server. When you do the Servers tab displays the Enter Configuration for new Command Server page.

The Enter Configuration for new Command Server page contains the following fields:

Field Description

Notifier Host Enter the name of a CIC CIC server.

Notifier User ID Enter the user name of the Customer Interaction Center user account that the ASR Server will use to log on to the CIC server.

Notifier Password Enter the password for the user name specified above.

Accept Sessions This field is set to Yes by default. The Yes setting configures the ASR server to accept requests from the specified CIC server.

Copy Properties From This field is set to None by default. If you want to use the settings, including property settings, from an existing ASR server connection definition, select that definition from this drop-down list.

When you finish configuring your new server, click Add.

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Configure Server To configure the Command Server, click Server in the Configure column. When you do, the Servers tab displays the Configuration for Command Servers page.

The only setting you can change here is whether the server will accept sessions. Using the Accept Sessions drop-down, you can select either Yes or No.

Note: If you want to change the Notifier Host, you must add a new server and accept a new certificate. Once you have added the new server, then you will have to delete the old server.

When you finish updating the Command Server configuration, click Apply Changes.

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Configure Properties To configure the Command Server’s properties, click Properties in the Configure column. When you do, the Servers tab displays the Properties of Command Servers page.

To add properties, use the Select or enter name of property panel. If you select a property from the drop-down list, it is automatically added to the page. If you know the name of an existing property or if you have a custom property that you want to use, just enter the name in the text box and click Add. You can then configure any values that it makes available. For a description of the properties, see Configuring ASR Server Properties.

If you decide that you don't want to use a specific property, select the check box in the Delete column.

When you finish making changes to the properties, click Apply Changes.

Remove Server To remove a Command Server from the configuration, click Remove in the Remove column. When you do, a Confirmation message appears, prompting you to deactivate and remove the server.

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Parameters To configure the ASR Server Parameters, select the Parameters tab.

The Parameters tab contains the following fields:

Parameter Name Description

Nuance and Loquendo

Number of days to keep Debug WAV log files

This is the number of days that debug WAV log files should be kept on the system. Log files that are older are automatically deleted.

Debug WAV logging directory The directory for storage of debug WAV log files.

Grammar Cache CleanupInterval [s]

The number of seconds between garbage collections in the grammar cache.

Grammar Cache Directory The directory to store cached grammar files on the ASR Server.

Idle Grammar Count Baseline The minimum number of idle grammars always left in the cache. (There is no maximum value for this parameter although the higher the value, the more memory space is required.)

Maximum sessions allowed on server

This value indicates the maximum number of sessions allowed on the server at any one time.

Min. Grammar Idle Time [s] The minimum amount of time, in seconds, that has to elapse since the last reference to a grammar before that grammar is eligible for garbage collection. (The maximum value for this parameter is 1 day = 86,400 seconds.)

Nuance only

External grammar compile threshold [Bytes]

Grammars larger than this threshold are compiled with the external grammar compiler executable.

External grammar compiler executable

This is the executable file that runs the grammar compiler.

When you finish making adjustments, click Apply Changes.

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Properties To configure the ASR Server Properties, select the Properties tab.

You'll use the controls on this tab to add and configure properties for your ASR Server. To add properties, use the Select or enter name of property panel. If you select a property from the drop-down list, it is automatically added to the page. If you know the name of an existing property or if you have a custom property that you want to use, just enter the name in the text box and click Add. You can then configure any values that it makes available. If you decide that you don't want to use a specific property, select the check box in the Delete column. When you do, the property and all of its values will automatically be removed from the Properties tab. When you finish making changes to the properties, click Apply Changes.

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The following properties are available, depending on the ASR Server installed:

Property Name Description

Nuance Recognizer 9.0

nuanceRecognizer:IncludeRawXMLResult If this property is set, an element called <RawResult> will be included in the resultset returned to the CIC server. This element is used primarily for diagnostics.

nuanceRecognizer:IncludeSWImeaningSlot By default all NuanceRecognizer specific slots are ignored. If this property is set, all SWI_meaning slots are returned back with the resultset.

Loquendo 7.10

loquendo:BeamSearch This property value sets the beam search of the recognizer in order to allow the client to tune the tradeoff between recognition accuracy and speed.

loquendo:DefaultLanguage This value is the default language to use for compiling grammars if no language can be determined from the grammar file itself.

loquendo:DumpAudio This setting, when set to True instructs the Loquendo ASR Server to generate an audio file of each utterance. The audio file is saved in the same folder as the debug WAV logs.

loquendo:EpSensitivity This property sets the endpoint detector’s sensitivity. The value ranges from 0.0 to 1.0 where 0.0 is the least sensitive and 1.0 is the most.

loquendo:GrammarSourceDirectory This property is the path to the source directory of Loquendo built-in grammars. This value is required for grammars that use external references to built-in grammars.

loquendo:IncludeLoquendoData If this property is set to True, all custom Loquendo data is included in the recognition resultset returned to the CIC server.

loquendo:LimitSearchSpace This property defines the value for the histogram pruning.

loquendo:SessionFile This property is a path to the session file that is used to configure the Loquendo ASR engine. If a path is not present, the default session file will be used.

loquendo:Speed This value sets an acceleration level in order to make the recognition activity faster. Valid values are: level1: Activates algorithmic acceleration that allows the recognizer to work significantly faster and with very little recognition accuracy reduction. level2: Increases the acceleration power of level1 with a larger, but controlled, recognition accuracy loss.

loquendo:TrimAudioLength This value sets the maximum audio length for utterances that are recorded.

Note: loquendo:DumpAudio has to be set to True for this property to take effect

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Common Properties

reco:ASRANII This property is the calling party number associated with the ASR session. This is used primarily for logging.

reco:ASRApplicationName This value is the application name associated with the ASR session. It is used primarily for logging.

reco:ASRConfidenceMapping This property defines a list of confidence mapping pairs which are used to map the native engine confidences into the confidence values returned in the recognition result. This property is used to normalize differing confidence values returned by the ASR engines. Each mapping pair consists of two floating point values between 0.0 and 1.0 separated by an equal sign. The first value designates the native value returned by the engine and the second value the resulting mapped confidence for that particular engine value. The property might contain an arbitrary number of mapping points. Linear interpolation is used to map confidence values that lie between two points. When mapping confidence values, two implicit mapping points, 0.0=0.0 and 1.0=1.0, are always assumed. This results in an identity mapping if no property is defined, and the results ensure correct handling at the boundaries.

reco:ASRDebugWaveLogging This property is a Boolean to enable logging of WAV data for debugging purposes. The default is False.

Note: When the reco:RestrictResultTracing property is set to True, the reco:ASRDebugWaveLogging property will automatically be set to False.

reco:ASRDNIS This property is the dialed number associated with the ASR session. This is used primarily for logging.

reco:ASRMinResultConf This property is the minimum confidence an ASR recognition hypothesis must have in order to be included in the recognition result. Default=0.1

reco:Annotation This value is used to annotate a recognition for logging purposes, for example to include a description of the ASR session. The string content is never interpreted.

reco:EnableSpeakerVerification This property specifies whether speaker identification and verification features should be enabled for an engine.

reco:EndOfSpeechNotifyDelay This property specifies the delay time after the end of speech has been detected before the server sends an end-of-speech notification. Default=0.1 (100 ms)

reco:GrammarBaseURI The Base-URI value is used to resolve relative URIs of grammars registered for an interaction.

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reco:GrammarCompileTimeout This property specifies the timeout, in seconds, to use when waiting on grammars to be compiled. Default=300 (5 minutes)

reco:RecordUtterance This property is a Boolean to control the return of the utterance to the application. If True is specified, the recognition results returned by the ASR Server will contain a custom field called <UtteranceAudio>. This field will contain the Base64 encoded audio data of the recorded utterance. Default=False

reco:RecordUtteranceType This property specifies the media format of the utterance recording. For example, using this property with a value of 'audio/x-alaw-basic' can be used to request that the utterance recording be in the alaw audio format. Keep in mind that this property is ignored if the reco:RecordUtterance property is not enabled. Furthermore, recognitions may fail or not return any utterance recording if the ASR server does not support the specified RecordUtteranceType.

reco:RestrictResultTracing The purpose of this property is to prevent sensitive data from being logged in the IP logs. Set this property to True for an input operation. This sets a flag in the recognition result that suppresses tracing of the utterance and slot values in the trace logs.

Note: When this property is set to True, it will also disable the ASR Debug Wav recordings.

reco:PassThroughVoiceGrammars This Boolean property is set to false by default. When set to false, the RecoSubsystem parses grammars unless a grammar's MIME type is unknown. When set to true, any voice grammar is passed to the ASR server without any validation checks or conversions performed by the RecoSubsystem on the grammar data.

recocfg:ASRServerProxyEnabled This property specifies whether a server proxy is enabled. A disabled proxy will not allow new sessions.

recocfg:ASRMaxProxySessionCount This value is the maximum number of sessions a server proxy may host. Requests for new sessions above the maximum session count will be refused.

recocfg:ASRServerProxyPriority This value specifies the priority of a server proxy relative to other server proxies. When choosing a server for a session, the proxies with low priorities are chosen first until their session limit has been reached.

recocfg:AudioAdvertisedAddress This property specifies the IP address or DNS name under which the IC server sees the RTP endpoint of the ASR Server.

recocfg:AudioConnectionProbeInterval This property specifies the interval between audio connection probes in seconds. It specifies the minimum interval between successful connection probe attempts.

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recocfg:AudioConnectionProbeMaxFail This property specifies the maximum number of failed audio connection probe attempts before a connection configuration problem is assumed and reported.

recocfg:AudioListenInterfaceAddress This property is the local IP address of the NIC, which the server should use to receive audio. This address must refer to the same physical device as the recocfg:AudioAdvertisedAddress property. The local NIC address must be specified as a “dot” address.

recocfg:EnableAudioConnectionProbe This property enables the audio connection probes to check the connection between the IC servers and ASR Servers at regular intervals.

recocfg:SupportedLanguages This property is a list of languages supported by an EIM or ASR Server. An empty list means the server supports all languages.

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Administration Use the Administration tab to change your login credentials.

When you have finished your changes, click Apply.

Note: When you use the Administration tab to change your login credentials, the credentials are sent across the network to the server in plain text. To ensure security, we recommend that you perform this operation using the browser on the server running the ASR server.

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Configuring the ASR Command Servers for MRCP You'll use the Configuration page to set the parameters and properties for the MRCP Server. To display the Configuration page, click Config. When you do, you'll see the Configuration page, which contains five tabs: Servers, MRCP Server, Parameters, Properties, and Administration.

Servers On the Servers tab you'll see list of all the available Command Servers. You'll use the controls on the Servers tab to add, configure, and remove servers.

The Servers tab contains the following fields:

Field Description

ID This column displays the identifier number for a connection between this ASR Server and a CIC Server. It is written to trace logs to correlate Notifier connections.


Accept Sessions The column displays the status of the ASR Server's ability to accept sessions from the CIC server.

Configure This column contains two buttons that you'll use to configure the server and set its properties as described in the following sections.

Remove This column contains a button that you'll use to remove a server.

Add Server This button allows you to add a server to the list of Command Servers as described in the following section.

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Add Server To add a new Command Server to the configuration, click Add Server. When you do the Servers tab displays the Enter Configuration for new Command Server page.

The Enter Configuration for new Command Server page contains the following fields:

Field Description

Notifier Host Enter the name of a CIC CIC server.

Notifier User ID Enter the user name of the Customer Interaction Center user account that the ASR Server will use to log on to the CIC server.

Notifier Password Enter the password for the user name specified above.

Accept Sessions This field is set to Yes by default. The Yes setting configures the ASR server to accept requests from the specified CIC server.

Copy Properties From This field is set to None by default. If you want to use the settings, including property settings, from an existing ASR server connection definition, select that definition from this drop-down list.

When you finish configuring your new server, click Add.

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Configure Server To configure the Command Server, click Server in the Configure column. When you do, the Servers tab displays the Configuration for Command Servers page.

The only setting you can change here is whether the server will accept sessions. Using the Accept Sessions drop-down, you can select either Yes or No.

Note: If you want to change the Notifier Host, you must add a new server and accept a new certificate. Once you have added the new server, then you will have to delete the old server.

When you finish updating the Command Server configuration, click Apply Changes.

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Configure Properties To configure the Command Server’s properties, click Properties in the Configure column. When you do, the Servers tab displays the Properties of Command Servers page.

To add properties, use the Select or enter name of property panel. If you select a property from the drop-down list, it is automatically added to the page. If you know the name of an existing property or if you have a custom property that you want to use, just enter the name in the text box and click Add. You can then configure any values that it makes available. For a description of the properties, see Configuring ASR Server Properties.

If you decide that you don't want to use a specific property, select the check box in the Delete column.

When you finish making changes to the properties, click Apply Changes.

Remove Server To remove a Command Server from the configuration, click Remove in the Remove column. When you do, a Confirmation message appears, prompting you to deactivate and remove the server.

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MRCP Server On the MRCP Server tab, you can configure the MRCP Server properties.

To add properties, use the Select or enter name of property panel. If you select a property from the drop-down list, it is automatically added to the page. If you know the name of an existing property or if you have a custom property that you want to use, just enter the name in the text box and click Add. You can then configure any values that it makes available. If you decide that you don't want to use a specific property, select the check box in the Delete column. When you do, the property and all of its values will automatically be removed from the MRCP Server tab. When you finish making changes to the properties, click Apply Changes.

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The following properties are available for configuring an MRCP Server.


Signaling Network Interface This network interface is used for sending SIP messages to the MRCP Server. The default interface is Any. If you select Any, the default network interface for the server is used. Options, such as Any, Local Area Connection, and Loopback Pseudo-Interface 1, vary depending on which network interfaces are defined on the server.

SIP Address The SIP address used by the MRCP Server. The default is sip:mresources@localhost:5060. A warning in the logs is displayed if this value is not set. The initial value is configured during install.

SIP Protocol This value determines if TCP or UDP is used to communicate with the MRCP Server. The default is TCP. The initial value is configured during install.

Note: If the MRCP Server supports TCP, it is recommended to use this protocol.

HTTP Grammar Cache Port This variable defines the HTTP port used for the grammar cache. The default is 0. Specify 0 to disable the HTTP grammar server. If enabled, port 8124 is recommended.

HTTP QOS DSCP Value This value defines the DSCP value to tag on HTTP messages when HTTP QOS Tagging Enabled is set to True. Select a DSCP value from the drop-down list. If HTTP QOS Tagging Enabled is set to False, this variable is ignored. The default value is no tagging.

HTTP QOS Tagging Enabled This value determines whether HTTP messages to the MRCP Server are tagged with the HTTP QOS DSCP Value. The default value is False.

MRCP Server Audio Format This value defines the audio format to send to the MRCP Server. Select the audio format from the drop-down list. The MRCP Server must support the selected format or recognitions will fail. The default value is audio/PCMU (MuLaw, 64 Kbps).

RTCP QOS DSCP Value This value defines the DSCP value to tag on RTCP messages when RTCP QOS Tagging Enabled is set to True. Select a DSCP value from the drop-down list. If RTCP QOS Tagging Enabled is set to False, this variable is ignored. If this property is not specified, it defaults to the RTP QOS DSCP Value.

RTCP QOS Tagging Enabled This value determines whether RTCP messages to the MRCP Server are tagged with the RTCP QOS DSCP Value. If this property is not specified, it defaults to the RTP QOS Tagging Enabled value.

RTP Port Range This value determines which ports to use to send RTP messages. To configure the values for the range, type the starting port number in the left box and the ending port number in the right box. To add an additional range, click Add Value.

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RTP QOS DSCP Value This value defines the DSCP value to tag on RTP messages when RTP QOS Tagging Enabled is set to True. Select a DSCP value from the drop-down list. If RTP QOS Tagging Enabled is set to False, this variable is ignored. The default value is 46 (decimal).

RTP QOS Tagging Enabled This value determines whether RTP messages to the MRCP Server are tagged with the RTP QOS DSCP Value. The default value is False.

RTP Send Interface Address This value is a network interface address used to send RTP messages. Type the address to use to send RTP messages. If no address is specified, the default network interface is used.

SIP Invite Timeout This variable defines the length of time in milliseconds to wait for a final response to a session’s initial SIP Invite request. The default timeout value is 3000 ms.

SIP Listener Port This value defines the port to listen for SIP requests. The SIP Listener Port only handles BYE requests from the MRCP Server. The default port number is 9060.

SIP QOS DSCP Value This value defines the DSCP value to tag on SIP messages when SIP QOS Tagging Enabled is set to True. Select a DSCP value from the drop-down list. If SIP QOS Tagging Enabled is set to False, this variable is ignored. The default value is 24 (decimal).

SIP QOS Tagging Enabled This value determines whether SIP messages to the MRCP Server are tagged with the SIP QOS DSCP Value. The default value is False.

SIP Timer T1 This value is the setting for the SIP Timer T1. The SIP Timer T1 is the Round-trip time estimate. The default value is 500 ms.

SIP Timer T2 This value is the setting for the SIP Timer T2. The SIP Timer T2 is the maximum retransmission interval for non-INVITE requests and INVITE responses. The setting is ignored if the SIP Protocol being used is not UDP. The default value is 1000 ms.

SIP Timer T4 This value is the setting for the SIP Timer T4. The SIP Timer T4 is the maximum duration that a message can remain in the network. The default value is 5000 ms.

Vendor This property allows easy configuration of MRCP properties when vendor-specific adjustments are required for MRCP integration. Set this value to the name of the third-party ASR engine vendor, such as nuance. If the vendor name is not recognized, the value is ignored.

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Parameters To configure the ASR Server MRCP Parameters, select the Parameters tab.

The Parameters tab contains the following fields:

Parameter Name Description

Number of days to keep Debug WAV log files This is the number of days that debug WAV log files should be kept on the system. Log files that are older are automatically deleted.

Debug WAV Logging Directory The directory to store debug WAV log files

Grammar Cache CleanupInterval [s] The number of seconds between garbage collections in the grammar cache.

Grammar Cache Directory The directory to store cached grammar files on the ASR Server

Idle Grammar Count Baseline The minimum number of idle grammars always left in the cache

Max. concurrently active diagnostic captures This parameter specifies the maximum number of diagnostic captures that can be active at the same time. The property recomrcp:RtpDiagnosticCaptureEnabled determines which sessions can be captured.

Min. Grammar Idle Time [s] The minimum amount of time, in seconds, that has to elapse since the last reference to a grammar before that grammar is eligible for garbage collection

When you finish making adjustments, click Apply Changes.

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Properties To configure the ASR Server Properties, select the Properties tab.

You'll use the controls on this tab to add and configure properties for your ASR Server. To add properties, use the Select or enter name of property panel. If you select a property from the drop-down list, it is automatically added to the page. If you know the name of an existing property or if you have a custom property that you want to use, just enter the name in the text box and click Add. You can then configure any values that it makes available. If you decide that you don't want to use a specific property, select the check box in the Delete column. When you do, the property and all of its values will automatically be removed from the Properties tab. When you finish making changes to the properties, click Apply Changes. The following properties are listed, depending on the ASR Server installed. Properties common to all ASR Servers are listed at the end of the table.


Nuance

nuance:IncludeSwiSlots This property specifies whether slots that start with SWI_ should be created. When the MRCP Server Vendor parameter is not set to nuance, this property is treated as True. The default is False when the Vendor parameter is set to nuance.

nuance:SessionXml This property allows a custom session.xml configuration to be sent to the MRCP server during the SIP INVITE. For more information, see the Nuance documentation.

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Common Properties

reco:ASRConfidenceMapping This property defines a list of confidence mapping pairs which are used to map the native engine confidences into the confidence values returned in the recognition result. This property is used to normalize differing confidence values returned by the ASR engines. Each mapping pair consists of two floating point values between 0.0 and 1.0 separated by an equal sign. The first value designates the native value returned by the engine and the second value the resulting mapped confidence for that particular engine value. The property might contain an arbitrary number of mapping points. Linear interpolation is used to map confidence values that lie between two points. When mapping confidence values, two implicit mapping points, 0.0=0.0 and 1.0=1.0, are always assumed. This results in an identity mapping if no property is defined, and the results ensure correct handling at the boundaries.

reco:ASRDebugWaveLogging This property is a Boolean to enable logging of WAV data for debugging purposes. Default=FALSE

reco:ASRMinResultConf This property is the minimum confidence an ASR recognition hypothesis must have in order to be included in the recognition result. Default=0.1

reco:GrammarCompileTimeout This property specifies the timeout, in seconds, to use when waiting on grammars to be compiled. Default=300 (5 minutes)

reco:RestrictResultTracing The purpose of this property is to prevent sensitive data from being logged in plain text in the IP log. Specify this property with a value of True for an input operation. This sets a flag in the recognition result that suppresses tracing of the utterance and slot values in the trace logs.

reco:RecordUtterance This property is a Boolean to control the return of the utterance to the application. If True is specified, the recognition results returned by the MRCP Server will contain a custom field called <UtteranceAudio>. This field will contain the Base64 encoded audio data of the recorded utterance. Default=False

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reco:RecordUtteranceType This property specifies the media format of the utterance recording. For example, using this property with a value of 'audio/x-alaw-basic' can be used to request that the utterance recording be in the alaw audio format. Keep in mind that this property is ignored if the reco:RecordUtterance property is not enabled. Furthermore, recognitions may fail or not return any utterance recording if the MRCP server does not support the specified RecordUtteranceType.

recocfg:AudioAdvertisedAddress This property specifies the IP address or DNS name under which the CIC server sees the RTP endpoint of the ASR Server.

recocfg:AudioListenInterfaceAddress This property is the local IP address of the NIC, which the server should use to receive audio. This address must refer to the same physical device as the recocfg:AudioAdvertisedAddress property. The local NIC address must be specified as a “dot” address.

MRCP

recomrcp:IncludeRawNlsmlResult This value specifies whether to include the raw NLSML result as a custom element. If this value is set to true, the <result> element of the NLSML result data will be added to the end of the recognition result, wrapped in a <RawResult> element. The default value for this setting is false.

recomrcp:RtpDiagnosicCaptureEnabled This value specifies received RTP packets should be dumped to a capture file for diagnostic purposes. The capture files are stored in the trace directory.

recomrcp:Speech-Language This value sets the default language. As grammar files specify the language that is used, this property is not required. However, a default language might be needed to register top-level built-in grammars.

Note: An invalid setting might prevent new ASR sessions from being created.

recomrcp:<MRCP-Header-Field> Add this value to send a custom header field to the MRCP server. For example, in the Select or enter name of property text box type recomrcp:Vendor-Specific-Parameters to send vendor-specific parameters to the MRCP server.

recomrcp:SetLoggingTagToInteractionId Specifies whether to send MRCP Set-Params with a Logging-Tag of each session's interaction ID at the beginning of each session, by default. However, the Logging-Tag will not be set to the interaction ID if the recomrcp:Logging-Tag has already set the Logging-Tag header field for the session.

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Administration Use the Administration tab to change your login credentials.

When you have finished your changes, click Apply.

Note: When you use the Administration tab to change your login credentials, the credentials are sent across the network to the server in plain text. To ensure security, we recommend that you perform this operation using the browser on the server running the ASR server.

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Log off from Web Configuration Pages When you have completed your configuration changes, click Logout.

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Change Log

The following table summarizes the changes made to the ASR Technical Reference.

Change Date

Updated Copyright and Trademarks for 2012 July 23, 2012

Updated ASR Server Properties table for reco:RecordUtterance

July 26, 2012

Updated licenses for MRCP ASR Servers December 6, 2012

Added new information for installing and configuring an MRCP ASR Server

December 11, 2012

Added CIC 4.0 SU3, or later, MRCP ASR Server download link

December 19, 2012

Setup Assistant screen capture updated for 4.0 SU3 January 30, 2013

Updated Copyright and Trademarks for 2013 February 25, 2013

Added reference when configuring the Recognition Configuration pages to see the Interaction Administrator Help.

July 15, 2013

Updated speech integration architecture diagram July 23, 2013

Updated licensing information and updated references to related documentation.

December 5, 2013

Updated Copyright and Trademarks for 2014 February 11, 2014

Added information for assigning an ASR server to a location and specifying selection rules.

April 30, 2014

Added reco:RecordUtteranceType to the ASR Server Properties table. Added reco:RecordUtterance and reco:RecordUtteranceType to the MRCP Server Properties table.

May 30, 2014

Added reco:PassThroughVoiceGrammars to the ASR Server Properties table.

June 11, 2014

Updated documentation to reflect changes required in the transition from version 4.0 SU# to CIC 2015 R1, such as updates to product version numbers, system requirements, installation procedures, references to PureConnect Product Information site URLs, and copyright and trademark information

August 4, 2014

Added information on how grammar caching works. Added information on how load balancing works. Updated the ASR Product Architecture diagrams. Updated Copyright and Trademarks page. Updated the document to reflect the CIC 2015R3 version.

April 17, 2015

Updated descriptions of reco:ASRDebugWaveLogging and reco:RestrictResultTracing properties in the ASR Server Properties table. Updated cover page to reflect new color scheme and logo.

June 23, 2015

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Change Date

Copyright and Trademark Information Updated the document to reflect the CIC 2015 R4 version.

June 23, 2015

Added information on the nuance:SessionXml property. Updated the document and screen shots to reflect the CIC 2016 R1 version.

October 9, 2015

- Changed all the references and links to the new PureConnect Documentation Library at help.genesys.com. - Updated the document and screen shots to reflect the CIC 2016 R1 version.

February 4, 2016

Added new MRCP property to set the InteractionId as part of the MRCP Logging-Tag.

June 7, 2017

Removed the reco:ASREnableAudioPrefix property, as it is no longer used. This property instructed ASR Server to include the session ID in the RTP URI generated for the ASR session.

January 4, 2018


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