Busline 3.0 VXML. Prepared For: BCT By: Enghouse Transportation. July 16, Page title Busline VXML Approved by 1/8

Transcription

1 usline 3.0 VXML Prepared For: CT y: July 16, 2018 usline VXML pproved by 1/8

2 Multi Language?, but language selection to be made available by CT s PX. buslinevxml.language.message buslinevxml.language.selection buslinevxml.language.agent buslinevxml.greeting.message Welcome to roward County Transit utomated Real Time bus information. gent Language CT to provide standard bulletins - TD Emergency ulletin Emergency ulletin message plays if activated buslinevxml.asr.message Main ulletin Main ulletin plays here Weather ulletin Weather ulletin buslinevxml.asr.selection Say yes or press 1 to use speech recognition. Say no or press 2 to use your telephone keypad. lternate ulletin lternate ulletin sk SR? buslinevxml.asr.disabled Speech recognition has been disabled. Please use your telephone keypad for all entry. GREETING PGE PRMS USLINE.LNGUGE.SELECTION TRUE will ask at the greeting for the desired language. FLSE will skip it. te you must be licensed for multiple languages for this to work. [TRUE FLSE default TRUE] CT's phone system will handle the language selection then transfer the call to the IVR system. USLINEVXML.SR.SELECTION TRUE will ask at the greeting if the caller wants to use speech recognition. FLSE will skip, and will only offer speech recognition. te Only works if speech recognition is licensed and enabled. This is N/ if using only DTMF. [TRUE FLSE default TRUE] USLINE.LNGUGE.TIMEOUT.SECONDS How long to wait after asking for language before keeping the existing and moving on. [ 0s to 5s default 1s] USLINE.LLOW.OPERTOR.T.GREETING TRUE allows the caller to zero out to a customer service agent from the language selection and greeting message page. [TRUE FLSE default TRUE] USLINE.LLOW.MINMENU.T.GREETING TRUE allows the caller to press nine to go to the main menu from the language selection and greeting message page. [TRUE FLSE default TRUE] USLINE.FVORITE.STOP.PSSING.OFFER TRUE will allow the callers to reuse their favorite stop / route / direction passing times. [TRUE FLSE default FLSE] Edits made 8/27/14 Edits made 9/22/14 Edits made 10/15/14 Edits made 12/12/16 uslinevxml.greeting pproved by 2/8

3 VoiceForm: buslinevxml.mainmenu form.buslinevxml.mainmenu. vxmlintro VoiceForm Field: VxmlIntro form.buslinevxml.mainmenu.vxmlmain {if SR} If you know your bus stop number and want real times for your stop, say Stop or press 1. If you don t know your bus stop number, say customer service or press 0 to speak to customer service. If you know your bus stop number and want real times for your stop, press 1. If you don t know your bus stop number, press 0 to speak to customer service. VoiceForm Field: VxmlMain Stops (1) StopID GREETING PGE PRMS USLINE.SUPPORTS.GLOL.CSR TRUE allows the caller to choose to leave the IVR at any time and be transferred to a customer service agent. [TRUE FLSE default TRUE] USLINE.SUPPORTS.GLOL.MINMENU TRUE allows the caller to choose to return to the main menu at any time. [TRUE FLSE default TRUE] USLINE.SUPPORTS.GLOL.REPET TRUE allows the caller to choose to repeat the last option at any time. [TRUE FLSE default TRUE] USLINE.MIN.MENU.ERROR.URN Controls the behavior when main menu encounters 3 noinput or nomatch states. ackbye = go to backbye, TransferToCSR = transfer to agent, TransferToCSRFirstTime = first time this menu is accessed in a call session go to CSR, return visits will go to backbye. [backbye transfertocsr transfertocsrfirsttime default backbye] uslinevxml.greeting pproved by 3/8

4 Route + Stop ID? uslinevxml.stopidintro buslinevxml.stopidenter {if SR} Please say or enter your bus stop number one digit at a time, which is located on the bus stop sign or online at www dot MyRide dot broward dot org. For example, if your bus stop number is 1034, say or enter If you don't know your bus stop number, say or press # to speak to customer service. Please enter your bus stop number one digit at a time, which is located on the bus stop sign or online at www dot MyRide dot browad dot org. For example, if your bus stop number is 1034, enter If you don t know your bus stop number, press # to speak to customer service. Number buslinevxml.dontknow StopDTMF Get Stop by DTMF uslinevxml.invalidstopid Valid Stop? Sorry, I don't know bus Stop Number {number}. gent Confirm? uslinevxml. StopIDSelected Max Failures? uslinevxml.failure.stops That is not a valid bus Stop Number. I will now transfer you to customer service for further assistance. Fast Track? RouteSelect STOPID PGE PRMS USLINE.STOP.ID.MIN.DIGITS When speaking the stop ID, the minimum digits spoken (the rest will be zero filled). [0 to 10 default 4] USLINE.ROUTESTOP.ID.MIN.DIGITS When speaking the route stop ID, the minimum digits spoken (the rest will be zero filled). [0 to 10 default 6] USLINE.INPUT.FILURES The maximum number of failed matches before the caller is transferred to a customer service agent. [0 to 10 default 3] uslinevxml.stopid pproved by 4/8

5 If Stop ID is only served by 1 route uslinevxml.routeselectypass GetService Only route {route id} serves Stop Number {stop number}. Get routes and directions passing near by selected stop(s). ny Servce? More than 1 Route/Dir? Speak ypass Message? uslinevxml.serviceylocation There are no routes serving Stop Number {StopNumber}. To try a different Stop Number, {If SR} Say Main Menu or Press 9 to return to the main menu, or Say Operator or Press 0 to speak to Customer Service. Press 9 to return to the main menu or Press 0 to speak to customer service uslinevxml.routeselect There are {count} routes serving Stop Number {StopID}. {for r} {if SR} For route {route}, Say or Press {r.current}. For route {route}, Press {r.current} {endfor} Route CSR Multiple Patterns Example: There are 3 routes serving stop id For route 100, say or press 1. For route 200, say or press 2. For route 300 say or press 3. SpeakTimes ROUTE SELECT PGE PRMS USLINE.MX.ROUTES Controls the maximum number of routes passing near a location before the caller must select one. [1 to 10 default 5] USLINE.CONFIRM.ROUTE TRUE will ask for confirmation of the route selected. [TRUE FLSE default FLSE] USLINE.CONFIRM.DIRECTION TRUE will ask for confirmation of the direction selected. [TRUE FLSE default FLSE] USLINE.CONFIRM.ROUTE TRUE will cause the system to ask for a verbal confirmation of the route. [TRUE FLSE default FLSE] USLINE.SPEK.ROUTE TRUE will cause the system to speak the route which was selected, no prompt will be given. USLINE.CONFIRM.ROUTE must be false. [TRUE FLSE default FLSE] USLINE.ROUTE.SELECT.YPSS TRUE will cause the system to speak the uslinevxml.routeselectypass speechblock. [TRUE FLSE default TRUE] Created by Vic Kumar 1/9/16 Route Select pproved by 5/8

6 GetStopulletins GetRouteulletins Get Stop ulletins buslinevxml.please wait Please wait. Get Route ulletins Routeulletin Route Specific ulletin Stop ulletin Stop ulletin message plays if activated GetPassingTimes Find the next [X] bus times passing through the selected stop(s). rrange by stop, then by route Head Sign. uslinevxml.times I am sorry. There are no departing times at Stop Number {StopNumber}. Passing Times? VL Passing Times? / Cancelled uslinevxml.realtime I am sorry. There are no departing times at Stop Number {StopNumber}. uslinevxml.stoptimesloop Example: Real time/scheduled time {Time} going to {Destination} t Stop Number {stop number} Real Time {time1} going to {destination} and Real Time {time2} going to {destination} and Scheduled Time {time3} going to {destination} uslinevxml. Later There are no later times. re later times? Routeulletin Route Specific ulletin LaterPassingTimes Find the next [X] bus times passing through the selected stop(s). rrange by stop, then by route Head Sign. Here are the next 3 departing times. {for t} {ifnot t.issamesrdp} {ifnot t.issamestop} {if t.isfirsttime} t stop number {t.stopnumber} {break}, {ifnot t.isfirsttime} {if t.islasttime} nd at stop number {t.stopnumber}, {if t.issamesrdp} and {if t.hasvlupdate} real time, scheduled time, going to, {t.pattern}, {t.deptimempm} {break} {ifnot t.islasttime}, {endfor} uslinevxml.stoptimesmenu {If SR} {if!hasearliertimes and!haslatertimes} To hear these times again, say repeat or press star. {if (!isw or!noearliertimes) and!hasearliertimes} If you are looking for earlier times, say earlier or press 1. {if!haslatertimes} If you are looking for later times, say later or press 2. {if hasulletins} If you would like me to repeat the bulletins, say bulletins or press 3. To select a new stop, say stop or press 4. {if!hasearliertimes and!haslatertimes} To hear these times again, press star. {if (!isw or!noearliertimes) and!hasearliertimes} If you are looking for earlier times, press 1. {if!haslatertimes} If you are looking for later times, press 2. {if hasulletins} If you would like me to repeat the bulletins, press 3. To select a new stop, press 4. EarlierPassingTimes Find the next [X] bus times passing through the selected stop(s). rrange by stop, then by route Head Sign. uslinevxml. Earlier There are no earlier times. re earlier times? uslinevxml.bulletins uslinevxml.later uslinevxml.route uslinevxml.stop repeat uslinevxml.earlier SPEK TIMES PGE PRMS USLINE.TIME.SPOKEN The maximum number of stop passing times spoken to the caller at once. [0 to 10 default 3] USLINE.TIME.SPOKEN.IS.PER.ROUTE TRUE will use busline.time.spoken value for how many times are spoken per route, instead of times spoken overall. [TRUE FLSE default FLSE] USLINE.NO.ERLIER.WINDOW The window for the current time (minutes) to not offer earlier times. [0 to 10 default 5] USLINE.NO.ERLIER.TIMES TRUE will cause the system to not offer earlier times. [TRUE FLSE default FLSE] USLINE.SORT.TIMES.Y Control how passing times will be presented to the caller. [times stops routes default times] USLINE.SPEK.TIME.DURTION.INSIDE The window inside which passing times will be spoken as minutes from now. [0 to 1440 default 30] USLINE.INCLUDE.CNCELLED.TIMES TRUE will include times of trips marked as cancelled. [TRUE FLSE default FLSE] USLINE.TIME.SPOKEN.MINUTES.OUT Limit number of minutes into the future to look for passing times. When combined with an VL vendor thatn supports cancelling trips, it is possible that VL Passing Times will resolve to no passing times at a stop currently. This setting also will disable looking for service resuming another day. [Integer default -1] RouteSelect StopID Created by Vic Kumar 1/9/16 SpeakTimes pproved by 6/8

7 buslinevxml.no.match.count1 I'm sorry, that is not an option.. [Repeats Choices at menu location] buslinevxml.no.input.count1 I'm sorry. choice was detected. [Repeats Choices at menu location] Calling lock Calling lock buslinevxml.no.match.count3 I'm sorry, that is not an option. buslinevxml.no.input.count3 I'm sorry. choice was detected. buslinevxml.ackye Transfer to an gent To return to the main menu, say Main Menu or press 9. For customer service, say operator, or press 0. During gent Scheduled Hours Main Menu (9) buslinevxml.bye Thank you for calling. Good bye. u[specific GENT TRNSFER MESSGE]u To gent Thank you for calling roward County Transit utomated Real Time us Information. Our hours of operation are 7.M. to 7 45 P.M. (Monday through Friday) and 8 30.M. through 4 45 P.M. on Saturday, Sunday and holidays for fixed routes. Please call back during normal business hours. Thank you. Main Menu (9) Global Menu These options are available in all blocks, unless otherwise stated gent (0) Repeat (*) Help (8) E Calling lock Help Defined for lock? u[specific LOCK HELP MESSGE]u Calling lock Edits made 8/27/14 Edits made 9/22/14 Edits made 10/15/14 uslinevxml Standard Responses pproved by 7/8

8 The checkmark denotes user (IVR administrator) controllable features/parameters. The list of controllable parameters varies from object to object. [ORIGIN] / [DESTINTION] Format gent The scroll is the symbol for a recorded blurb object such as a bulletin or announcement. -repeatable playback by the *(STR) key -on demand or automatic transfer to a preset agent/department Main controllable parameters: -mandatory transfer at the end of playback This is a generic dialog provided to play back recorded blurbs. -repeatable playback by the *(STR) key -on demand or automatic transfer to a preset agent/department Main controllable parameters: -attached agent / department name -scheduled activation and deactivation of the recording -interruptible or not -mandatory transfer at the end of playback This is a generic agent transfer object. -call transfer to an agent/department with preconfigured telephone number -destination is language sensitive -plays various messages: before the transfer, on agent busy, on agent/ department closed -logs the call transfers Main controllable parameters: -the telephone number for the agent/department. We recommend not to label this object with the actual phone number. The label should be a friendly name for the agent of department. Generic documents should use the name instead of the phone number. -the schedule for open/close hours -the messages that plays during various states 1) Read as: Name of pre-reg location ie: "Client Home" or "Client Doctor" <Client Pre-Reg NME> 2) Read as: Short ddress format ie: "2910 East 5th Street" <House number> <Street prefix> <Street Name> <Street Type> [detailed ORIGIN] / [detailed DESTINTION] Format 1) Read as: Name of pre-reg location ND Full ddress format* ie: "Client Home", uilding #12, partment 316, 4567 Wright Street" <Client Pre-Reg NME> <*ldg #><*pt #> <House Number> <Street Prefix> <Street Name> <Street Type> 2) Read as: Full ddress format* ie: uilding #12, partment 316, 4567 Wright Street" <*ldg #><*pt #> <House Number> <Street Prefix> <Street Name> <Street Type> [CLIENT DDRESS] Read as: Full ddress format* ie: uilding #12, partment 316, 4567 Wright Street" <*ldg #><*pt #> <House Number> <Street Prefix> <Street Name> <Street Type> *In the above 'Full ddress Format' <pt #> & <*ldg #> is only spoken if there is a value present. This is a generic touch tone menu object. -IVR-caller dialog flow control based on a simple user input -unless otherwise specified, embeds default functionality for the global commands such as 0 (CSR),9 (Main Menu),* (repeat), etc (unless these are overridden in a specific page, e.g.. 0 might be used in signifying "Route 10"). u u These symbols denote a point in the flow where the prompt is spoken only if the value(s) indicated between the symbols are present. This symbol denotes a complex dialog or form. The detailed implementation is irrelevant in the context of the overall call flow -IVR-caller dialog flow control based on a more complex user input but with well defined final outcomes Link symbol indicates an entry location on the page Link symbol to show where the flow will continue. The letter indicates the entry location within the same page. Link symbol to show where the flow will continue The name indicates the page, and the letter indicates the entry place within the page. This symbol denotes a processing stage such as connecting to the backend database. user interaction takes place. 7 This symbol denotes when the flowchart is referencing another document to provide greater detail as to the functionality of that area This is a generic voice menu object. -IVR-caller dialog flow control based on voice commands -unless otherwise specified, embeds default functionality for the global commands such as repeat, MIN MENU, CSR This symbol denotes when the caller can request Help and the corresponding page on the flowchart where the help prompt can be found This is a generic survey point. -bility to enable / disable Main controllable parameters: - a % of the callers randomly to take the survey. - all callers that are using a specific Language. - attached to a specific route (when usline is in use) This symbol denotes when the caller picks an invalid option This symbol denotes when the caller picks an invalid option for the third time. This symbol denotes when the caller times out by picking no tone. This symbol denotes when the caller times out for the third time. Decision ox This symbol denotes when the system has to perform some check to see which parameters are applicable at this point in the flow in order for it to determine how it will continue Glossary pproved by 8/8