2004 Avaya Inc. All Rights Reserved.

Transcription

1 Avaya Speech Applications Builder Configurator User Guide May 15, 2004

2 2004 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Web site: Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Providing telecommunications security Telecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party. Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment"). An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (timemultiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of: Use (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or toll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs). Your responsibility for your company's telecommunications security The final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to: Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure: Your Avaya-provided telecommunications systems and their interfaces Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products. Part 15: Class A Statement For the MCC1, SCC1, G600, and CMC1 Media Gateways: Note: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Part 15: Class B Statement For the G700 Media Gateway: Note: This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures: Reorient the receiving television or radio antenna where this may be done safely. To the extent possible, relocate the receiver with respect to the telephone equipment. Where the telephone equipment requires AC power, plug the telephone into a different AC outlet so that the telephone equipment and receiver are on different branch circuits. Consult the Dealer or an experienced radio/tv technician for help. Speech Applications Builder Configurator User Guide May 15, 2004 page 2 of 116

3 Canadian Department of Communications (DOC) Interference Information For MCC1, SCC1, G600, and CMC1 Media Gateways: This Class A digital apparatus complies with Canadian ICES Cet appareil numérique de la classe A est conforme à la norme NMB-003 du Canada. For the G700 Media Gateway: This Class B digital apparatus complies with Canadian ICES Cet appareil numérique de la classe B est conforme à la norme NMB-003 du Canada. This equipment meets the applicable Industry Canada Terminal Equipment Technical Specifications. This is confirmed by the registration number. The abbreviation, IC, before the registration number signifies that registration was performed based on a Declaration of Conformity indicating that Industry Canada technical specifications were met. It does not imply that Industry Canada approved the equipment. Japan For the MCC1, SCC1, G600, and CMC1 Media Gateways: This is a Class A product based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance may occur, in which case, the user may be required to take corrective actions. For the G700 Media Gateway: This is a Class B product based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance may occur, in which case, the user may be required to take corrective actions. Part 15: Personal Computer Statement This equipment has been certified to comply with the limits for a Class B computing device, pursuant to Subpart J of Part 15 of FCC Rules. Only peripherals (computing input/output devices, terminals, printers, etc.) certified to comply with the Class B limits may be attached to this computer. Operation with noncertified peripherals is likely to result in interference to radio and television reception. Part 68: Answer-Supervision Signaling Allowing this equipment to be operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 rules. This equipment returns answer-supervision signals to the public switched network when: answered by the called station, answered by the attendant, or routed to a recorded announcement that can be administered by the CPE user. This equipment returns answer-supervision signals on all direct inward dialed (DID) calls forwarded back to the public switched telephone network. Permissible exceptions are: A call is unanswered. A busy tone is received. A reorder tone is received. DECLARATIONS OF CONFORMITY US FCC Part 68 Supplier s Declaration of Conformity (SDoC) Avaya Inc. in the United States of America hereby certifies that the Avaya switch equipment described in this document and bearing a TIA TSB-168 label identification number complies with the Federal Communications Commission s (FCC) Rules and Regulations 47 CFR Part 68, and the Administrative Council on Terminal Attachments (ACTA) adopted technical criteria. Avaya further asserts that Avaya handset equipped terminal equipment described in this document complies with Paragraph of the FCC Rules and Regulations defining Hearing Aid Compatibility and is deemed compatible with hearing aids. Copies of SDoCs signed by the Responsible Party in the US can be obtained by contacting your local sales representative and are available on the following Web site: All Avaya switch products are compliant with Part 68 of the FCC rules, but many have been registered with the FCC before the SDoC process was available. A list of all Avaya registered products may be found at: by conducting a search using "Avaya" as manufacturer. European Union Declarations of Conformity Avaya Inc. declares that the equipment specified in this document bearing the "CE" (Conformité Europeénne) mark conforms to the European Union Radio and Telecommunications Terminal Equipment Directive (1999/5/EC), including the Electromagnetic Compatibility Directive (89/336/EEC) and Low Voltage Directive (73/23/EEC). This equipment has been certified to meet CTR3 Basic Rate Interface (BRI) and CTR4 Primary Rate Interface (PRI) and subsets thereof in CTR12 and CTR13, as applicable. Copies of these Declarations of Conformity (DoCs) signed by the Vice President of R&D, Avaya Inc., can be obtained by contacting your local sales representative and are available on the following Web site: TCP/IP facilities Customers may experience differences in product performance, reliability, and security, depending upon network configurations/design and topologies, even when the product performs as warranted. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Speech Applications Builder Configurator User Guide May 15, 2004 page 3 of 116

4 Trademarks Avaya is a trademark of Avaya Inc. Insert all other Avaya Trademarks here, then delete this paragraph. DO NOT include other company s trademarks. All trademarks identified by the or are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Ordering information: Avaya Publications Center Voice: Write: Web: Order: (Toll-free, U.S. and Canada only) Fax: (Toll-free, U.S. and Canada only) Globalware Solutions 200 Ward Hill Avenue Haverhill, MA USA Attention: Avaya Account Manager totalware@gwsmail.com Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Comments To comment on this document, send to crminfodev@avaya.com. Acknowledgment This document was written by the CRM Information Development group. Speech Applications Builder Configurator User Guide May 15, 2004 page 4 of 116

5 Contents Contents... 5 About this document... 7 Audience 7 Other documentation 7 System requirements... 8 Hardware requirements 8 Software requirements 8 Operating System 8 Introduction to Speech Applications Builder... 9 Some terminology 9 The SAB GUI 9 The structure of a dialog flow 10 Prompts 13 The SAB database 14 Debugging facilities 14 Version control 14 Starting SAB Logging in 16 Entering the License Key 17 Changing your password 17 Exiting SAB 18 The SAB GUI The Menu bar 20 The Tool bar 21 Context menus 23 The Browser 24 The Dialog Modeler window 29 The Dialogs tree Classification 34 Adding a new dialog flow 34 Checking in and out 37 Building a dialog flow 38 Sub-dialogs 68 Deleting a dialog flow 72 Deleting components and connections 72 Speech Applications Builder Configurator User Guide May 15, 2004 page 5 of 116

6 Finding a stored dialog 73 Copying a dialog flow 74 Renaming a dialog flow 75 Migrating a dialog flow 76 Saving a dialog flow 77 Importing a dialog flow from file 79 The Prompts tree Adding a new recorded prompt 82 Searching for a prompt 87 Viewing a recorded prompt 87 Editing a prompt 88 Exporting and importing prompt files 89 Persona 90 The Component Workbench Importing components 92 The Administration resource Dialog Configuration 93 Debugging a dialog Dialog Analysis 100 Run/Debug 102 System Preferences Dialog Modeler 105 General Preferences 107 Appendix A: Component List Appendix B: Data types Glossary Speech Applications Builder Configurator User Guide May 15, 2004 page 6 of 116

7 About this document This manual describes the Avaya Speech Applications Builder (SAB) Configurator and provides detailed, step-by-step instructions for using its various features to design voice applications. It is divided into the following sections: Introduction to Speech Applications Builder, see page 9, provides a brief overview of SAB concepts and terminology Starting SAB, see page 16, describes how to start up the SAB Configurator. The SAB GUI, see page 19, provides a description of the SAB GUI, its workspaces, menus and buttons The Dialogs tree, see page 33, provides a description of the Dialogs resource, including how to create and manage an SAB dialog flow The Prompts tree, see page 82, provides a description of the Prompts resource, including how to create and manage SAB prompts The Component Workbench, see page 92, describes how to import and manage additional SAB components The Administration resource, see page 93, describes how to configure aspects of the SAB Configurator Debugging a dialog, see page 100, describes debugging facilities System Preferences, see page 105, describes the various system configuration options Appendix A, see page 108, provides a list of components Appendix B, see page 113, provides a list of data types handled Glossary, see page 114, provides definitions of technical terms. Audience The manual is aimed at application developers and other users of the Speech Applications Builder Configurator. Other documentation Related documents include: Speech Applications Builder Release Notes Speech Applications Builder Installation Guide Configuring Speech Applications Builder for Deployment JBOSS Configuration and Deployment Guide Speech Applications Builder Component List Speech Applications Builder Component Developer s Guide Speech Applications Builder Configurator User Guide May 15, 2004 page 7 of 116

8 System requirements The minimum system requirements for running Speech Applications Builder are as follows: Hardware requirements Minimum speed required for platform Minimum memory required for platform 500MHz 512MB RAM Software requirements Speech Applications Builder Voice Applications Configurator Tool Operating System Speech Applications Builder has been verified to run under Windows However, it should also be capable of running under any operating system that supports Java Speech Applications Builder Configurator User Guide May 15, 2004 page 8 of 116

9 Introduction to Speech Applications Builder Some terminology The Speech Applications Builder (SAB) Configurator is a tool for building, testing, deploying and updating voice-driven automated telephone services, such as Telephone Banking or Catalogue Ordering. An automated telephone service consists of one or more applications. An application includes one or more interactions with the caller. These interactions are called dialogs. The software that performs a dialog is called a dialog flow (or a dialog model). The main dialog flow may contain one or more sub-dialog flows (and a sub-dialog flow may have sub flows of its own). SAB dialog flows are built using pre-defined SAB components, and are created as a type of flow diagram, drawn using the SAB GUI. For a description of the SAB GUI, see page 19. There are several types of SAB component: dialogs - which handle interactions with the caller and may include speech recognition processes - which retrieve data and perform data manipulation rules - which allow branching or decision making interrupt - which is used to provide an alternative dialog flow in response to a particular recognition result, such as the caller saying Help or Main Menu For an overview of how the components are used, see page 10. For a List of Components, see page 108. The SAB GUI SAB dialogs are developed using the SAB GUI. This provides: Development facilities - which allow you to create a dialog by selecting and configuring components and connecting them together in a call flow. The GUI also provides debugging tools. Search facilities - which allow you to search for components and prompt files, by name or partial name. A file directory - which provides easy access to dialog flows and prompt files. A version control mechanism - which allows you to label and store earlier versions of a dialog flow. Speech Applications Builder also provides a formal mechanism for migrating a dialog from the development phase (the tool environment) to the deployment phase (the production environment) and then to the decommissioned phase (the decommission environment). Administrative functions. For a description of the SAB GUI, see page 19. Speech Applications Builder Configurator User Guide May 15, 2004 page 9 of 116

10 The structure of a dialog flow A dialog flow is built by selecting and configuring pre-defined components and connecting them together in a call flow. There are three main types of component: dialogs, processes and rules. An instance of a component is called a step. Figure 1. The different step icons (left to right): dialog, process, rule and Begin Dialog step When you create a new dialog flow (see page 34), SAB automatically creates a Begin Dialog step and an End Dialog step. Figure 2. The Dialog Modeler window showing the Begin Dialog step (orange) and the three types of component: dialogs (blue), processes (yellow), and rules (black diamonds) Speech Applications Builder Configurator User Guide May 15, 2004 page 10 of 116

11 Dialog steps Generally speaking, dialog steps handle interactions with the caller. Figure 2 shows a series of dialog steps that receive the call, setting up variables to store the CLI, DDI, Port, call time and other information play a welcome message (such as Welcome to Acme loan center customer service) offer the caller a menu (To inquire about the status of your loan, please say Status. For all other enquiries please say Operator ) and recognize his or her response ask the caller to say his or her loan number (What is your loan number?) and recognize the response ask for a password (For verification purposes, what are the last four digits of your Social Security Number?) and recognize the response deal with an invalid loan number (I m sorry the loan number you provided is not a valid number. Please say your loan number now.)... and so on. All dialog components that perform speech recognition also handle confirmation (Was that 1234?), if required no input or silence (I m sorry I did not hear anything. Please say it again) no match (I m sorry I did not understand that. Please say it again) misrecognition Process steps Process steps handle data. Figure 2 shows a process step that accesses a database to retrieve the customer record associated with a particular loan number. Other SAB processes include: addition, subtraction, multiplication, division, total, exponentiation check lookup table capitalize, change case set variable, copy variable, insert new variable report call end, report call information send event code and so on. The data being manipulated may be static, or derived from a recognition result, or retrieved from a database. Connections and Rules The flow of the dialog is created by drawing connections between the steps. By default, each connection includes a decision point (these are the grey diamonds on some of the connections in Figure 2). If the dialog needs to branch, a rule can be defined on the decision point (these are the black diamonds in the Figure) and a second connection added. Speech Applications Builder Configurator User Guide May 15, 2004 page 11 of 116

12 SAB rules are boolean. They include less than, more than, equal to text handling rules list handling rules looping More complex boolean rules can be built using multiple rule components. For example If id = 10 AND name = "Jones can be built as shown in the Figure below, where the first operator is defined as id = 10 and the second as name = Jones. Figure 3. A complex rule For more information about defining rules, see page 64. Triggers Certain types of event - including loggable events and Java exceptions - can be handled using triggers. These are (typically short) alternative dialog flows that are run when the triggering event occurs. There are five types of trigger: Exception - evaluated only when an exception occurs in the underlying code Before step validated - legacy feature. DO NOT USE Before step runs - evaluated before the step After step runs - evaluated after the step Unhandled control - evaluated if the path required is not defined in the dialog flow Speech Applications Builder Configurator User Guide May 15, 2004 page 12 of 116

13 Triggers may be configured as part of a flow, in the Trigger Modeler window (see page 62). These triggers are used by default when any triggering event occurs in that flow, if the step in which the event occurs does not specifically handle triggers. as part of a step, in the Edit Step dialog box (see page 63). Step-based triggers are specific to the particular instance of the component and take priority over any global triggers. Prompts The recorded or synthesized words played out to the caller are called prompts. Prompts are the automated system s contribution to the conversation. Some prompts ask the caller for information and require a reply before the dialog can continue. Some prompts give the caller information and do not require a reply. A prompt that does not require a reply is often called a message. Part of the process of configuring a dialog component is defining the prompts it will use. These are typed into the dialog boxes provided by the component, which also provides a simple method for including variable data and for turning on Barge-in. (Barge-in allows the caller to interrupt the prompt before it has finished playing. The speech recognizer listens for speech during the prompt, stops the prompt playout when it detects a response, and performs the recognition.) For example, Typed Variable dragged and dropped from a list of previously defined variables Typed Command dragged and dropped Typed Did you say <caller_data>? <BARGE-IN_ON> Figure 4. The construction of a typical confirmation prompt Please say yes or no. When the dialog flow is run, SAB sends the text of the prompt to the Text-To-Speech (TTS) synthesizer, which synthesizes a speech equivalent of the text and returns it to SAB to be played out to the caller. Synthesized speech is particularly useful during the development of an application, but for a deployed system many service providers prefer to use a recorded voice. Recorded prompts are managed in the Prompts resource (see below and page 82), which allows you to them either by recording and editing them yourself or by specifying.wav files (which may be professionally recorded). SAB also provides support for handling multiple languages The list of languages handled is specified by the user in the Administration resource (see below, and page 93). This, in effect, sets up a separate directory structure for each language. When you define a prompt, you specify its language by selecting from a drop-down list, and SAB labels the file accordingly. This mechanism allows you to define multiple sets of prompts (each set in a different language) that use the same prompt names but are automatically stored in different directories. This, in turn, allows you to create a single application that uses multiple languages. Speech Applications Builder Configurator User Guide May 15, 2004 page 13 of 116

14 Note that some languages have multiple variants or 'locales' (for example, US English, UK English) which are pronounced differently. When you specify a language with multiple locales, ensure that you use the complete language ID, including the correct locale, for example, en- US (for US English), or en-gb (for GB English). multiple personae The list of personae handled is specified by the user in the Administration resource (see below, and page 93). This, in effect, sets up a separate directory structure for each persona. When you define a prompt, you specify its persona by selecting from a drop-down list, and SAB labels the file accordingly. This mechanism allows you to define multiple sets of prompts (each set using a different persona) that use the same prompt names but are automatically stored in different directories. This, in turn, allows you to create a single application that uses multiple personae. Persona is discussed on page 90. The SAB database SAB stores all components, all dialog flows, and all prompts in a database called the SAB database. A default database is created when the SAB Configurator is installed. New or updated components can be imported into the SAB Configurator via the Component Workbench, at any time, and SAB provides mechanisms for updating existing dialog flows in the Tools environment. For more information about the Component Workbench, see page 92. When the SAB Configurator is updated, both the Configurator and the SAB database are uninstalled. It is therefore essential to export all dialog flows to file (see page 77) before uninstalling SAB. The dialog flows can be re-imported after the Configurator has been upgraded. Debugging facilities The Speech Applications Builder provides facilities for analyzing and debugging a dialog flow. Dialog Analysis lists and describes every path through the selected dialog flow. The data it provides can be used to build test cases. Run/Debug allows you to run a dialog, telephone it, and watch the call flow as it happens. You can open an individual dialog step and check its configuration as you hear it being executed. Version control The SAB Configurator provides the following version control mechanisms: SAB automatically adds a version number (1.0) to a new dialog flow and provides both a copy with same version number facility (see page 74) and a copy with an incremented version number facility (see page 74). All versions of a dialog flow are stored in the SAB database, and are displayed in the Dialogs tree, in the Dialog version index and following a search. SAB is a multi-user development environment. To prevent more than one developer simultaneously editing a dialog flow, SAB automatically opens it in a read-only version. The developer cannot edit the dialog flow until he or she checks it out (see page 37). Whilst a dialog flow is checked out, no other developer can edit it (though he or she may open another read only version). The dialog flow should be checked in when the developer has finished editing. Speech Applications Builder Configurator User Guide May 15, 2004 page 14 of 116

15 SAB is both a development environment and a runtime environment, and provides a formal mechanism for migrating a dialog from the development phase (the tool environment) to the deployment phase (the production environment) and then to the decommissioned phase (the decommission environment). o o o When a dialog flow is in the tool environment, it can be edited. When the dialog flow has been migrated to the production environment it can be viewed and executed but cannot be edited. When a dialog flow has been migrated to the decommission environment it cannot executed. However, the decommissioned version can be copied (with an incremented version number), back into the tool environment and edited, and then re-deployed. Speech Applications Builder Configurator User Guide May 15, 2004 page 15 of 116

16 Starting SAB The Installation procedure is described in the Speech Applications Builder Installation Guide. To launch SAB: 1. Either double-click on the SAB icon, or select Start > Programs > Avaya Speech Applications Builder Logging in If this is the first time you have opened the Configurator, SAB will ask you to enter a License Key (see page 17). Otherwise, SAB displays the User Authentication dialog box, which asks you to enter a UserID and Password. For details of how to change your Password, see page 17. The SAB Configurator is installed with the following defaults: UserID: administrator Password: password To log in: 1. Enter your User ID and Password. 2. Click OK. Figure 5. User Authentication dialog box Speech Applications Builder Configurator User Guide May 15, 2004 page 16 of 116

17 Entering the License Key If this is the first time you have opened the Configurator, SAB asks you to enter a License Key. To enter the License Key: 1 Enter or copy it into the dialog box. Figure 6. License Key dialog box 2 Click OK. Changing your password To change your password: 1 Open the SAB Configurator. 2 Either click Change Password on the User Authentication dialog box (see page 16) or, from the Configurator Menu bar, select File > Edit System Preferences. 3 Select User Preferences. 4 Click on Change Password. SAB displays the following dialog box. Figure 7. Change Password 5 Enter your old password. 6 Enter your new password twice. 7 Click OK. Speech Applications Builder Configurator User Guide May 15, 2004 page 17 of 116

18 Exiting SAB To exit SAB, select File > Exit. If you have made unsaved changes to a dialog flow, SAB will ask you if you want to save the dialog flow. Figure 8. Save warning message Speech Applications Builder Configurator User Guide May 15, 2004 page 18 of 116

19 The SAB GUI This chapter provides a brief description of the SAB Graphical User Interface (GUI). The features discussed here are described in more detail at the appropriate places in the remainder of the manual. The SAB GUI consists of a Menu bar and Tool bar, running along the top, which display both generic and contextsensitive options a Browser, on the left, which is a tool used to display, search for and manage dialogs and their related resources, and to perform system administration an area, on the right, that is primarily used to display the Dialog Modeler, which is used to create and manage dialog flows. This area is also used to: o o o create and edit recorded prompts import and manage components perform system administration. Figure 9. The SAB GUI Speech Applications Builder Configurator User Guide May 15, 2004 page 19 of 116

20 The Menu bar The Menu bar provides the following generic functions: File > Edit System Preferences See page 105. Exit Dialog modeler Used to configure the Dialog Modeler display. User preferences Used to change password.. General preferences Used to configure general features of the Configurator. Closes SAB. Window Used to toggle between instances of the Dialog modeler. The Menu bar also provides a Dialog Model menu and a Prompt menu, when appropriate: When the Dialogs tree is selected in the Browser Dialog Model > Add Dialog Model Imports a Dialog Model from a File Exports the Dialog Model to a File Opens a new dialog flow window (or dialog model) that can then be checked out and used to develop a new dialog flow. See page 34. Used to import an SAB file stored outside the SAB database. See page 79. Used to save an SAB dialog flow file to a location outside the SAB database. See page 77. When a dialog flow is selected in the Browser Dialog Model > Save Copy Dialog Model and a selected version Deletes the Selected Dialog Model Version Saves the currently selected dialog flow in the SAB database. See page 77. Note that dialog flows can also be exported to file. Creates a copy of the selected dialog flow file, labeled Copy of. See page 74. Deletes the selected dialog flow. See page 72. Rename Renames the selected dialog flow. See page 75. Increments the Version of the Selected Dialog Version Creates a copy of the selected dialog flow file with a new version number. See page 74. Speech Applications Builder Configurator User Guide May 15, 2004 page 20 of 116

21 Prompt > Add Prompt Used to create a new recorded prompt. See page 82. Import Wave Zip Create Wave Extract Used to import a zip archive containing recorded prompts. See page 89. Used to create a zip file that contains prompts. See page 89. The Tool bar The Toolbar, which runs along the top of the SAB Configurator, provides short cuts to some of the options available from the Menu bar. Generic buttons Add Organization Add... Opens a drop down menu of create new item options: Organization Node Environment For example, a QA environment. This would be similar the Production environment, in that dialog flows could not be edited. Permission Type Add Dialog Opens an Add New Dialog dialog box. See page 34. Add Prompt Opens an Add New Prompt dialog box. See page 82. Edit System Preferences Used to configure certain features of the SAB GUI. See page 105. Speech Applications Builder Configurator User Guide May 15, 2004 page 21 of 116

22 Dialogs buttons The following buttons are provided when the Dialogs tree is in use. The selection of buttons displayed is relevant to the task being performed. Add a Dialog Model Opens a new dialog flow window complete with Begin Dialog and End Dialog steps. Imports a Dialog Model from a File Exports a Dialog Model to a File Saves the current Dialog Model (all versions) The Dialog flow is saved to the SAB database. Check out a Dialog Model Opens an editable version of the dialog flow and locks out other users. Since SAB is a multi-user environment, checking in and checking out ensures that only one user can work on a dialog at any time. Check in a Dialog Model Closes the editable version of the dialog flow and makes it accessible to other users Copy Dialog Model and selected version Copies the selected version of a dialog flow, creating an exact copy labeled copy. Increments the Version of the Selected Dialog Version Copies the dialog and places copy in the Tool environment, incrementing the version number (for example 1.0 becomes 2.0) Generate War File for Deployment Deletes the Selected Dialog Model Migrate Package Migrates a dialog from one environment to another. Decommission Takes a dialog out of Production Print Some of these options are also available from the pop-up Context menu displayed by right clicking on the dialog flow name in the Dialogs tree. Speech Applications Builder Configurator User Guide May 15, 2004 page 22 of 116

23 Prompt buttons The following buttons are provided when the Prompts resource is in use. The selection of buttons displayed is relevant to the task being performed. Add (create) a prompt Import a zipped prompt directory. See page 89. Export a zipped prompt directory. See page 89. Delete Context menus Many of the options provided on the Menu bar and Tool bar are also presented on pop-up Context menus, which can be displayed by right-clicking on an icon in the Browser right-clicking in the Dialog Modeler window. The options presented in a pop-up menu are relevant to the task being performed. Refresh Tree From Here Refresh Tree From Here is available from the Browser pop-up menus at strategic points in the Dialogs and Prompt trees. Selecting the option refreshes all the child nodes of the selected node, performing any updates that have not occurred automatically. Speech Applications Builder Configurator User Guide May 15, 2004 page 23 of 116

24 The Browser The Browser is a tool used to display, search for and manage dialog flows and prompts, import components, and perform system administration. The Browser provides access to four sets of resources, called Dialogs, Prompts, Component Workbench and Administration. Figure 10. The Browser, showing the Dialogs, Prompts, Component Workbench and Administration resources Dialogs is used to manage dialog flows. See page 33. Prompts is used to manage prompts. See page 82. The Components Workbench is used to import new components and manage existing components. See page 92. Administration is used to manage SAB. See page 93. In some respects, the tree displayed in the Browser acts like a typical directory structure. For example, all Dialog flow files are displayed beneath the Dialogs node. Figure 11. The Dialogs directory structure, expanded to show the stored dialog flows Speech Applications Builder Configurator User Guide May 15, 2004 page 24 of 116

25 By default, the dialog flows are displayed in alphabetical order, but you can group and nest them as required by specifying a Classification (see page 34) when you create the dialog flow file. Figure 12. The Dialogs directory structure, showing a dialog flow Main Dialog classified under Direct Debit, which is itself classified under Banking. If you click on a dialog flow icon, (for example, Main Dialog in the Figure above, which is, in effect, a leaf node), SAB displays the Dialog Model Version Index, shown in the Figure below, which lists all the versions of the dialog flow available, and you can open the version you require by clicking on the entry. Figure 13. Part of the Dialog Model Index Alternatively, you can expand the dialog flow in the tree, and open a particular version of the dialog flow by clicking on the version number. All the trees work in a similar way. The Prompts tree displays a list of prompt folders, which can be expanded to display individual prompt files. These can be opened for editing by clicking in the file icon to display the prompt version index and then clicking on the version number required. Speech Applications Builder Configurator User Guide May 15, 2004 page 25 of 116

26 Figure 14. The Prompts directory structure, expanded Expanding the Component Workbench opens the Repository Maintenance window, which can be used to import new components. Expanding Administration displays the Configuration, Organization and Permissions options. Search engine In addition to its file directory and feature directory function, the tree also provides a Search engine that can be used to search for a dialog flow (see page 73) a prompt (see page 87) To search for any entity: 1 Click on the appropriate node; for example, to search for a dialog flow, click on one of the Dialogs nodes. (Note, however, that the Search engine is not available from a leaf node). Voice Runner displays its Search engine in the Dialog Modeler window. 2 Type the name, or partial name, of the entity you want to find into the Name field. If you have used a partial name, ensure that the Partial Match box is also checked. 3 In the case of a dialog flow or a prompt, you can select the environment you want to search: Any environment - searches all environments; this is the default Tool - searches the Tool environment. This contains dialog flows that are under construction (and related prompts) Production - searches the Production environment. This contains dialog flows that are deployed (and related prompts) Decommission - searches the Decommission environment. This consists of dialog flows that have been taken out of deployment (and related prompts). 4 Click Search. SAB displays a list of all matching entities in the Dialog Modeler window. 5 Click Show Details to display further details. 6 Click on the entity name to open it in the Dialog Modeler window. Speech Applications Builder Configurator User Guide May 15, 2004 page 26 of 116

27 Thumbnail and zoom facilities When a dialog flow is open in the Dialog Modeler window, the Browser also provides a thumbnail view of the entire dialog flow, outlining the area that is also displayed in the Dialog Modeler window with a red border Figure 15. The Browser thumbnail view Speech Applications Builder Configurator User Guide May 15, 2004 page 27 of 116

28 a zoomed view of the dialog flow, which can be scrolled by moving the cursor around the Dialog Modeler window. Figure 16. The Browser zoomed view Speech Applications Builder Configurator User Guide May 15, 2004 page 28 of 116

29 The Dialog Modeler window The Dialog Modeler window (on the right of the Configurator) is a workspace where you can build new dialogs and view or amend existing dialogs. It allows you to build, test, analyze and deploy dialog flows. Figure 17. The Dialog Modeler window (at right hand side) The Dialog Modeler window contains the following tabbed worksheets: Worksheet Dialog Modeler Trigger Modeler Required Data Function The default worksheet, which is used to create and edit dialog flows by drawing. Used to create alternative dialog flows to handle specified events occurring in this dialog flow. Note that triggers can also be set up within the individual component steps and, if these exist, take precedence over the dialog-wide triggers. See page 62. Used to set up the variables and arrays that are required by this sub-dialog flow. See page 68. Speech Applications Builder Configurator User Guide May 15, 2004 page 29 of 116

30 Worksheet Output Data Global Settings Dialog Analysis Function Used to set up the variables and arrays used to pass data out of this sub-dialog flow. See page 68. Used to configure certain global recognition parameters, including barge-in (see Glossary, page 114) default minimum confidence (see Glossary, page 114) no input timeout - defines the length of silence that must elapse before SAB classifies the response as no input maximum errors allowed - defines the maximum number of times SAB attempts to obtain a valid response. Used to analyze paths through the dialog and check for unreachable Steps (steps that cannot be executed). See page 100. Run/Debug Used to test the dialog in the debugger test environment. See page 102. Event Log Logs development events, such as Save and Export. Drawing facilities The Dialog Modeler window provides a canvas, on which the dialog flow is drawn, and a set of drawing tools, accessed in either of the following ways: by clicking on the buttons in the Dialog Modeler toolbar, running down the left hand margin of the Dialog Modeler window from the pop-up context menu, which is displayed by right clicking anywhere in the Dialog Modeler window. The drawing tools include Before the dialog is checked out Zoom in By a pre-defined factor. Zoom out By a pre-defined factor. Fit to screen Refresh dialog flow Speech Applications Builder Configurator User Guide May 15, 2004 page 30 of 116

31 When the dialog has been checked out Arrange steps and connections Check repository for updated components If any newer versions are available, SAB gives you the opportunity to update the dialog. Add component Opens the Select Component dialog box, which allows you to select a component and then paste it in the Dialog Modeler window. See page 39. Adds a new interrupt component Allows you to paste an Interrupt component in the Dialog Modeler window. See page 66 When a component is selected Add connection Note that if the selected component is a dialog step, you must select one of the result bars or this button remains grayed out. See page 41. Edit selected step Opens the Edit Step dialog box, which allows you to configure the dialog step. See page 42. Check if selected step is valid Checks that the step is connected to the rest of the dialog flow and that all the variables required have been defined. See page 67. View or edit the master component Allows you to view detailed general information about the selected component. Delete selected step. See page 72. If you delete a decision point or a rule the associated connections are also deleted. When you delete a connection, the variables and arrays defined in the earlier in the flow are no longer available to components later in the flow and may need to be re-defined. Speech Applications Builder Configurator User Guide May 15, 2004 page 31 of 116

32 Multiple dialog flow windows Multiple dialog flow windows may be opened in the Dialog Modeler and can be selected from the list displayed under the Windows option in the Menu bar from the drop-down list accessed from the blue title bar at the top of the Dialog Modeler window. Figure 18. The Dialog Modeler window title bar, showing drop-down list The dialog flow currently displayed in the Dialog Modeler window can be closed by clicking on the Close button, at the right of the title bar. Component configuration details When a component is selected, its configuration details are displayed in the window directly beneath the Browser. Figure 19. Component configuration details Speech Applications Builder Configurator User Guide May 15, 2004 page 32 of 116

33 The Dialogs tree Interactions between an automated system and a caller are called dialogs. The software that performs a dialog is called a dialog flow (or a dialog model or, sometimes, a process). A dialog flow may contain one or more sub-dialog flows (and a sub-dialog flow may have sub flows of its own). Dialog flows are managed in the Dialogs tree. Figure 20. The Browser, showing the Dialogs tree The Dialogs tree provides a list or tree of dialog flow folders, in the Browser window a Dialog Search engine (see page 73) a version control mechanism (see page 37) a dialog flow design facility, in the Dialog modeler window (see page 38) The options presented in the Menu bar and as buttons in the Tool bar are configured dynamically according to the feature you are using. Speech Applications Builder Configurator User Guide May 15, 2004 page 33 of 116

34 Classification The Classification feature is used to build the file directory structure by grouping and nesting dialog flows; for example, the Figure below shows a dialog flow Main Dialog that has been classified under Direct Debit, which has itself been classified under Banking. Figure 21. The Dialogs directory structure, showing Classification. The Classification path is specified when the dialog flow is created or renamed (see page 75). Adding a new dialog flow To add a new dialog flow: 1. Click anywhere on the Dialogs tree in the Browser window. Do one of the following: Select Dialog Model > Add Dialog Model from the Menu bar Click on the Add button and select Add Dialog Click on the Add Dialog Model button Right click on the Dialogs tree to display the pop-up Dialogs context menu and select Add Dialog Model. Speech Applications Builder Configurator User Guide May 15, 2004 page 34 of 116

35 SAB displays the first Add New Dialog dialog box. Figure 22. Add New Dialog 1 2. (Optionally) enter a Classification Path name (see page 34 for an explanation of Classification). You can enter this using one of the following methods: one level at a time; for example, enter Banking in the first Classification Path field, Voice Runner automatically displays another Classification Path field, enter DirectDebit in the second in a single string; for example, enter Banking.DirectDebit (separated by a period), in the first field. 3. Enter a dialog flow Name. 4. Click Finish. SAB allocates a default version number of 1.0 to a new dialog and automatically adds it to the Tool Environment, where it can be edited. Speech Applications Builder Configurator User Guide May 15, 2004 page 35 of 116

36 It lists the Dialog Model name in the Dialogs tree, and opens a read only version of the new dialog flow, complete with Begin Dialog and End Dialog steps, in the Dialog Modeler window. Figure 23. The Dialog Modeler window (at right hand side) Speech Applications Builder Configurator User Guide May 15, 2004 page 36 of 116

37 Checking in and out SAB is a multi-user development environment. To prevent more than one developer simultaneously editing a dialog flow, SAB does not allow you to edit a dialog flow until you have checked it out. Figure 24. The read-only warning message While a dialog flow is checked out, no other developer can edit it (though he or she may open another read only version). The dialog flow should be checked in when you have finished editing. Checking out To check out a dialog flow: 1. Click the Check out button in the Tool bar. SAB confirms that the dialog flow has been checked out. Figure 25. Check out confirmation message 2. Click OK. The background of the Dialog Modeler window turns white and the dialog flow can now be edited. Speech Applications Builder Configurator User Guide May 15, 2004 page 37 of 116

38 Checking in To check in a dialog flow: 1. Click on the Check in button on the Tool bar. SAB asks if you want to save the dialog flow before you check it in. Figure 26. Save confirmation message 2. Click Yes to save or No to check in without saving. Note that you cannot cancel the checking in at this stage. If you want to continue editing, click Yes to save, click OK on the confirmation message (shown in the figure below) then check the dialog flow out again. 3. SAB displays the check in confirmation message. Figure 27. Check in confirmation message Building a dialog flow Dialog flows and sub-flows Interactions between the caller and the automated system are handled by dialog flows. Depending on the nature of the interaction, a dialog flow may consist of one single-level flow or of a main, top-level, flow with one or more sub-flows. A sub-flow may have sub flows of its own. Mandatory components When you open a new Dialog Model, SAB automatically places a Begin Dialog step and an End Dialog step in the Dialog Modeler window. The remainder of the dialog flow is drawn between these two steps. A top level dialog flow must end with a Hangup step connected to the End Dialog step. Speech Applications Builder Configurator User Guide May 15, 2004 page 38 of 116

39 Visibility of variables As you build a dialog flow, SAB automatically makes available to the current component all the variables defined in all the previous components in the path. For this reason, the most efficient way to draw a dialog is to add a component, connect it to the previous component, then edit its details. Adding a dialog or process component To add a dialog component to a dialog flow: 1. Click on the Add Component button. SAB displays the Select Component dialog box. Figure 28. The Select Component dialog box showing the Search (Dialog) tab selected 2. Select the Search (Dialog) tab to find a dialog component the Search (Process) tab to find a process component. 3. Do one of the following: to find a specific component, type the component name, or partial name, into the Find field to find all available components, leave the Find field blank. A list of components can be found in Appendix A, page 108. Speech Applications Builder Configurator User Guide May 15, 2004 page 39 of 116

40 To direct the search, you can also compile a list of exclusion criteria by clicking on Add. Figure 29. The Select Component dialog box, showing the Add button (center) SAB displays the Select Categories dialog box. Figure 30. The Select Categories dialog box, showing a selection of valid categories Speech Applications Builder Configurator User Guide May 15, 2004 page 40 of 116

41 Select the categories to be excluded from the search. Multiple categories may be selected by holding down the CTRL key. Click OK. A category can be removed from the Exclude List by selecting it then clicking the Remove button. Avoid unchecking Names, Descriptions, or Keywords, unless you are certain where the name or keyword you have specified appears. 4. Click Search. SAB displays a list of components in the Results field. 5. Click on the component you require. A brief description of the component appears in the Description field. 6. Click Use. The cursor changes to a hand holding a component symbol. 7. Click on the canvas of the Dialog Modeler window. SAB pastes the component onto the canvas. You can reposition it by clicking on it (in the case of a dialog component, click on its title box) dragging it to a new position, and dropping it. Adding a connection To add a connection: 1. Click on the first step. In the case of a dialog step, click on the appropriate result bar. The selected step is highlighted in yellow. Figure 31. First dialog step with result bar selected 2. Click on the Add Connection button. The cursor changes to a hand holding a connection symbol. Speech Applications Builder Configurator User Guide May 15, 2004 page 41 of 116

42 3. Click on the second step. In the case of a dialog step, click on the title box. SAB draws the connection, complete with a decision point (the grey diamond shown in the Figure below) that can be used to add a rule to allow branching (see page 64). Figure 32. A connection between two dialog steps Setting up or editing a dialog step To set up or edit a dialog step, double-click on the title box of the component. SAB displays the Edit Step dialog box. Figure 33. The Edit Step dialog box of the Question component, used to edit dialog steps Speech Applications Builder Configurator User Guide May 15, 2004 page 42 of 116

43 Each dialog step must be configured to perform the specific task required by the dialog flow. The majority of dialog steps handle an interaction with the caller and typically perform the following tasks: Play out an initial prompt; for example, Please select one of the following options: Red, Blue or Yellow (this is configured on the Prompts page of the Edit Step dialog box, see Figure above) Recognize the caller s utterance by matching it against a grammar. The grammar may be supplied by the component (as in the case of Date, Time and Money recognitions) or it may be supplied by the developer. Some components allow you to specify the grammar as a series of choices (typically configured on the Choices and Results page, see the Figure above). Other components allow you to specify an external grammar, written in GSL or JSGF, and stored in a separate file (typically configured on the Grammar Mapping page). (Optionally) repeat the result back to the caller and ask him or her to confirm it. (Both the prompt used and the circumstances under which confirmation is required are configured on the Confirmation page, see the Figure above). Handle other behavior by the caller, for example: o o o disconfirmation, by playing out a prompt that repeats the initial request to the caller; for example, Please repeat your selection: red, blue or yellow. (This is configured on the Misrecognition page, see the Figure above) silence, by playing out a prompt such as, I m sorry I didn t hear that, then repeating the request to the caller by playing out the Misrecognition prompt. (This is configured on the No Input page, see the Figure above) nonsense, by playing out a prompt such as, I m sorry I didn t understand that, then repeating the request to the caller by playing out the Misrecognition prompt. (This is configured on the No Match page). For each recognition it performs, the dialog step may also re-configure the speech recognizer. (This is set up in the Voice Properties dialog box, see page 47). A dialog step may also be set to repeat some of these tasks up to a specified maximum number of times. This is configured on the Settings page. The following examples illustrate the configuration of a typical component; other components may differ in detail. Speech Applications Builder Configurator User Guide May 15, 2004 page 43 of 116

44 Name and description To begin configuring a component step: 1. Enter a specific name in the Name field (that describes the purpose of the step). 2. Enter a brief description in the Description field. Figure 34. The Edit Step dialog box Prompt To define the main prompt, select the Prompts tab and do one or more of the following: type the text of the prompt into The question to ask field if you want to include variable data in the prompt, select the Folder Data tab and drag and drop the appropriate variable into The question to ask field. Note that the step must be linked to previous steps before SAB can populate the Folder Data field if you want to specify an existing.wav file, stored in the SAB database, click on the Prompts tab, browse to the file and drag and drop it into The question to ask field if you want to turn on barge-in click on the Barge-in tab and drag and drop the BARGE-IN ON command into The question to ask field. If barge-in is set to ON in Voice Properties, this setting will take precedence over the BARGE-IN ON command and barge-in will be enabled over the entire prompt. Speech Applications Builder Configurator User Guide May 15, 2004 page 44 of 116

45 A prompt can be built up from several of these elements; for example: Figure 35. Defining a prompt Dynamic information is formatted (for example, as a date or an amount of money) using variable handlers. Figure 36. A variable token Speech Applications Builder Configurator User Guide May 15, 2004 page 45 of 116

46 To enable a variable handler: a. Right-click on the variable token (for example, ~Confirmation Value, in the Figure above). The SAB displays a Context menu: click on Edit. The SAB displays the Variable Properties dialogue box Figure 37. The Variable Properties dialogue box b. Check Substitute matching prompts. This tells SAB to search through the stored prompt files, select the audio file with the same name as the variable token, and play it out. A tree of prompt folders is displayed in the dialogue box. Select the appropriate folder (this will narrow the search and speed up retrieval of the prompt file at runtime). c. Check either of the following: Match whole phrase only if SAB cannot find the appropriate file it will leave a blank in the prompt Allow mixed TTS/prompts if SAB cannot find the appropriate file it will use TTS to supply the missing word or phrase. Speech Applications Builder Configurator User Guide May 15, 2004 page 46 of 116

47 Select the appropriate variable handler. The options include: none - Base64binary Use when playing out a prompt file recorded using a RecordDialogStep. Messages recorded by RecordDialogStep (WAV files) are encoded in base 64 so that they can be stored as XML. The Base64binary handler restores the file to its original format so that it can be played to the caller outside the RecordDialogStep. Default - Digit Sequence TTS Character Prompt Date Money Reads a string of digits as a sequence of digits; for example, three, nine, one not three hundred and ninety one. Reads a single character. Typically used for constructing phonetic alphabet prompts; for example, Was that A for Alpha? Use with any of the Date dialog components. Reads a numerical variable as a date. Use with any of the Money dialog components. Reads a numerical variable as an amount of money. Voice Properties To set the Voice Properties (the recognition parameters for this recognition), click Show Details. SAB displays the Voice Properties dialog box. Figure 38. The Voice Properties dialog box Speech Applications Builder Configurator User Guide May 15, 2004 page 47 of 116

48 SAB allows you to configure the following recognition parameters: Parameter Timeout Barge-in Complete Timeout Incomplete Timeout Description The Timeout parameter sets the length of silence that must elapse before the recognizer returns a value of No Input. The Barge-in parameter specifies the barge-in setting to be used on this recognition. Options are: ON OFF DEFAULT If Barge-in is set to ON here, it is enabled on the entire prompt; if it is set to OFF here, it can be turned on at a specific point in the prompt using the BARGE-IN ON command. See page 44. The Complete Timeout parameter sets the length of silence that must follow the caller s utterance before the recognizer assumes that the utterance has ended, and finalizes a result. The result may be a successful recognition or a nomatch. If Complete Timeout is set too low, the recognizer may timeout before the caller has finished speaking (for example, in a pause between phrases). If Complete Timeout is set too high, recognition time will be unnecessarily increased. Note that the recognizer times out after Complete Timeout when it has a complete match to an active grammar; it uses Incomplete Timeout when the speech is an incomplete match to an active grammar. Complete Timeout should always, therefore, be set to a slightly lower value than Incomplete Timeout. The Incomplete Timeout parameter sets the length of silence that must follow the caller s utterance before the recognizer finalizes a result. This value is used when the caller s utterance (prior to the silence) is an incomplete match to all active grammars. The partial result is classified as a no-match. Incomplete Timeout is also used when the caller s utterance (prior to the silence) is a complete match to an active grammar, but it would be possible for him or her to speak further and still match the grammar. If Incomplete Timeout is set too low, the recognizer may timeout before the caller has finished speaking (for example, in a pause between phrases). If Incomplete Timeout is set too high, recognition time will be unnecessarily increased. The Incomplete Timeout should be set to a slightly higher value than Complete Timeout, to allow callers to pause mid-utterance. Speech Applications Builder Configurator User Guide May 15, 2004 page 48 of 116

49 Parameter Confidence Level Sensitivity Speed VS Accuracy Universal Input Mode Description Confidence is a floating point value that indicates the perceived accuracy of the recognition result. The Confidence Level parameter sets the accuracy threshold: a recognition result with a confidence value above the threshold is considered successful; a recognition result with a confidence value below the threshold is considered a no-match. The Sensitivity parameter configures the recognizer to handle the expected signal level. A value of 100 is highly sensitive (suitable for quiet input); a value of 0 is least sensitive. Note that the setting required to handle a given signal level will depend on the recognizer being used. The Speed VS Accuracy parameter controls the trade-off between recognition speed and recognition accuracy. A value of 0 specifies the fastest recognition; a value of 100 specifies highest accuracy. Some platforms provide optional universal command grammars, to recognize utterances such as "Help", "Cancel", or "Exit", which are always active. The Universal parameter is used to specify which universals are to be handled in this recognition. The options include none all help exit help cancel help cancel exit help cancel repeat help cancel exit repeat These are selected from a drop-down list. Note that the availability of this feature is dependent-dependent. The Input Mode parameter specifies which mode or modes the caller can use to respond for this recognition. The options are dtmf voice (either) dtmf voice These are selected from a drop-down list. Note that this parameter does not activate or de-activate speech recognition grammars. Speech Applications Builder Configurator User Guide May 15, 2004 page 49 of 116

50 Parameter Fetch Audio Fetch Timeout Fetch Audio Delay Fetch Audio Minimum Audio Fetch Hint Description The Fetch Audio parameter specifies the location of the audio clip to be played to cover the delay while waiting for a document to be fetched. The fetching of the audio clip is governed by the values of Audio Fetch Hint and Fetch Timeout. The playing of the audio clip is governed by the values of Fetch Audio Delay and Fetch Audio Minimum. The Fetch Timeout parameter sets the maximum length of time for fetches. When a fetch delay is short, it may be better to allow a few seconds of silence rather than play a very short snatch of audio. The Fetch Audio Delay parameter sets the time interval that must elapse at the start of a fetch delay before the audio clip is played. See Fetch Audio Minimum. The default interval is platform-dependent. The Fetch Audio Minimum parameter specifies the minimum length of time an audio clip is played, once started, even if the fetch result arrives in the meantime. See Fetch Audio Delay. The default is platform-dependent. The Audio Fetch Hint parameter specifies whether the platform can attempt to optimize dialog interpretation by pre-fetching the audio. The options are safe - the platform fetches the audio when it is needed prefetch - the platform is permitted, but not required, to pre-fetch the audio default These are selected from a drop-down list. Once you have set the appropriate voice properties, click OK. Speech Applications Builder Configurator User Guide May 15, 2004 page 50 of 116

51 Confirmation If the caller s answer requires confirmation select the Confirmation tab and do the following: define the confirmation prompt as described in the previous step. A confirmation prompt typically has the following format: Typed Variable dragged and dropped from a list of previously defined variables Typed Command dragged and dropped Typed Did you say <caller_data>? <BARGE-IN_ON> Figure 39. A confirmation prompt Please say yes or no. if you want the step to confirm the data it has captured in every case, check the Explicit confirmation box. Figure 40. Setting up confirmation handling 1 Speech Applications Builder Configurator User Guide May 15, 2004 page 51 of 116

52 if you want the step to confirm the data it has captured only if the recognition result has a confidence value below a certain threshold, leave the Explicit confirmation box unchecked and set the slider controls to the thresholds you require Figure 41. Setting up confirmation handling 2 When using a Nuance recognizer: to set a confidence value of approximately zero, position the pointer slightly above zero. If you set it to zero SAM will use the Global Setting of 50. o o o the Acceptance Confidence Threshold sets a confidence limit on the recognition result. If the result has a confidence value above this threshold, it is accepted without confirmation. If it has a confidence value below this threshold it is played back to the caller who is asked to confirm that it is correct the Acceptance Confidence Margin specifies the margin by which the result with the highest confidence level must beat the remaining results to be considered correct the Confirmation Acceptance Confidence Threshold sets a confidence limit on the recognition result of the confirmation dialog. Set the Voice Properties (Confirmation Voice Dialog Properties), see page 47. A caller who responds to the confirmation question with a no-match utterance (nonsense) or with silence, is handled by setting Confirmation No Match and Confirmation No Input, respectively. Speech Applications Builder Configurator User Guide May 15, 2004 page 52 of 116

53 To set either of these functions, click the appropriate Show Details button. Figure 42. Setting up confirmation handling 3 SAB opens a dialog box; for example, the Confirmation No Match dialog box is shown in the Figure below. Define the prompt wording. Configure the recognition parameters (Voice Properties). Different sets of voice properties may be configured for each recognition. A step may be configured (via the Settings page, shown in the Figure above) to re-prompt the caller once, or more than once, and each prompt may be worded differently. The dialog box defaults to the Level 1 prompt; to add another prompt, click Add. Figure 43. The Confirmation No Match dialog box When you have defined the prompt or prompts, click Close. Speech Applications Builder Configurator User Guide May 15, 2004 page 53 of 116

54 Note that confirmation is not usually required when the main prompt is a yes-no question, but is often necessary if the caller has provided accurate data, such as a postcode or an amount of money. Speech recognition Components that are designed to recognize a standard item of data, such as a date, a time or a weight, have built-in grammars that will recognize any valid response. For these components it is typically only necessary to specify a result variable. This is done on the Results page. Figure 44. The Edit Step dialog box of the Weight component, showing the Results page Speech Applications Builder Configurator User Guide May 15, 2004 page 54 of 116

55 Other components are designed to capture information specified by the developer. Choices For example, for the Question Dialog Step you must define a set of valid caller responses, with synonyms (alternative words) if appropriate, and SAB uses these to generate a recognition grammar. These recognitions are typically configured on the Choices and Results page. Figure 45. The Choices and Result page of the Question component Edit Step dialog box To add a valid response: 1. Click Add Value. SAB displays Add Value dialog box. Figure 46. The Add Value dialog box 2. Enter the word to be recognized in the Return Value field. 3. (Optionally) select a DTMF equivalent from the drop-down list in the DTMF Code field. Speech Applications Builder Configurator User Guide May 15, 2004 page 55 of 116

56 4. To (optionally) enter a synonym, click the Alternatives : Add button. SAB displays the first page of the Attach Values wizard. Figure 47. Attach Values 1 5. Click Next. SAB displays the second page. Figure 48. Attach Values 2 6. Enter the synonym in the Substitute Word field. Click Finish. SAB re-displays the Add Value dialog box, with the alternative word shown in the Alternatives field. Speech Applications Builder Configurator User Guide May 15, 2004 page 56 of 116

57 7. Repeat from Step 4 to define further synonyms. Once the word or phrase, its DTMF equivalent, and its synonyms are defined, click OK. Figure 49. The Add Value dialog box, showing a valid response SAB displays the option in the Valid Answers field of the Edit Step dialog box. Figure 50. The Edit Step dialog box of the Question component, showing a valid response defined To define another valid response, repeat from Step 1 above. Select or create the result variable. External grammars Some components, such as the SpecifiedGrammarQuestionDialogStep, allow you to specify more complex grammars, which are defined using GSL (for a Nuance speech recognizer) or JSGF (for an IBM speech recognizer) and saved in a file labeled <grammar_name>.grammar or <grammar_name>.jsgf respectively. Speech Applications Builder Configurator User Guide May 15, 2004 page 57 of 116

58 To specify the grammar: 1. Open the Edit Step dialog box and select the Grammar Mapping page. Figure 51. The Grammar Mapping page 2. Enter the grammar rule name in the Mapping Grammar Rulename field. 3. Enter the grammar filename in the Mapping Grammar FileName field. It is not necessary to include the file extension. 4. Specify how the recognition results are handled by defining the Slot Names as follows: a) Click on Add Value. SAB displays the Add Value dialog box. Figure 52. The Add Value dialog box b) Enter the first Slot Name associated with the grammar rule. c) Enter the variable into which the value associated with the slot (the semantic value of the recognition result) is to be written. d) Click OK. e) Repeat from step a) until all the Slot Names associated with the grammar have been defined. Speech Applications Builder Configurator User Guide May 15, 2004 page 58 of 116

59 No Input If the caller remains silent, the dialog step plays the prompt that has been defined on the No Input page. For an explanation of prompt levels, see page 53. Figure 53. The No Input page, showing a typical No Input prompt. No Match If the caller says something that does not match any of the choices defined on the Choices and Results page, the dialog step plays the prompt that has been defined on the No Match page. For an explanation of prompt levels, see page 53. Figure 54. The No Match page, showing a typical No Match prompt. Speech Applications Builder Configurator User Guide May 15, 2004 page 59 of 116

60 Misrecognition If the caller disconfirms the recognition result, the dialog step plays the prompt that has been defined on the Misrecognition page. For an explanation of prompt levels, see page 53. Figure 55. The Misrecognition page, showing a typical Misrecognition prompt. Settings The Settings page is used to configure the general behavior of the dialog step. Its contents are component specific. For example, the Settings page of the Question dialog step allows you to set: Maximum reprompts allowed for confirmation Maximum reprompt Maximum disambiguation prompts allowed. The Settings page of the Call Redirect dialog step allows you to: set the target address enable or disable tromboning And the Settings page of the Number Sequence dialog step allows you to set: Minimum Length Maximum Length Validation Maximum reprompts allowed for confirmation Maximum reprompts Maximum disambiguation prompts allowed Speech Applications Builder Configurator User Guide May 15, 2004 page 60 of 116

61 Setting up or editing a process component Process steps handle data. SAB processes include: addition, subtraction, multiplication, division, total, exponentiation check lookup table capitalize, change case set variable, copy variable, insert new variable report call end, report call information send event code and so on. The data being manipulated may be static, or derived from a recognition result, or retrieved from a database. To set up a process component: 1. Double click on the process step icon. SAB displays the Edit Step dialog box. 2. The majority of Process components are configured via a single page, called Default. The data that must be entered is component-specific. As you build a dialog flow, SAB automatically makes available to the current component all the variables defined in all the previous components in the path. These are selected from drop-down lists. Figure 56. An example of a Process component Edit Step dialog box 3. A step trigger may be set up as described below. Speech Applications Builder Configurator User Guide May 15, 2004 page 61 of 116

62 Setting up a trigger Certain types of event - including loggable events and Java exceptions - can be handled using triggers. These are (typically short) alternative dialog flows that are run when the triggering event occurs. There are five types of trigger: Exception - evaluated only when an exception occurs within a dialog flow Before step validated - legacy feature - DO NOT USE Before step runs - evaluated before the step After step runs - evaluated after the step Unhandled control - evaluated if the path required is not defined in the dialog flow. Triggers may be configured as part of a flow, in the Trigger Modeler window. These triggers are used by default when any triggering event occurs in that flow, if the step in which the event occurs does not specifically handle triggers as part of a step, in the Edit Step dialog box. Step-based triggers are specific to the particular instance of the component and take priority over any global triggers. Handling exceptions If an exception occurs in a flow, and no Exception trigger has been defined, the flow will fail. There are three ways handle an Exception trigger. try the step again skip over the offending step elegantly end the call To configure the flow either to try the step again or to skip over the step, it is necessary to include an ExceptionFlowControlStep in the trigger dialog flow (see page 63). However, if the ExceptionFlowControlStep is not defined, the flow will throw and unhandled exception and the caller will hear the default error message defined by the Voice Stack that is being used. To end the call elegantly, you must build a trigger dialog flow that hangs up the call and add a TerminateStep at the end of the flow. This will instruct the runtime that the flow must end immediately and the flow will not throw an unhandled exception. Flow trigger To set up a flow trigger: 1. Select the Trigger Modeler window. 2. Select the type of trigger you want to create (see list above). 3. Check Create. SAB opens a dialog window. 4. Build the alternative dialog flow. If the trigger being defined is an Exception trigger, ensure that the dialog flow contains an ExceptionFlowControlStep (see below). Speech Applications Builder Configurator User Guide May 15, 2004 page 62 of 116

63 Step trigger To set up a step trigger: 1. Open the Edit Step dialog box. 2. Select the Edit Step trigger page. 3. Create the trigger as described above. ExceptionFlowControlStep An exception trigger dialog flow must always contain at least one ExceptionFlowControlStep, which must be in a path that will be executed whenever the trigger dialog flow is run. The ExceptionFlowControlStep is used to specify how the runtime environment should return from the exception trigger. Figure 57. The ExceptionFlowControlStep To configure the step: 1. Select the appropriate Runnable Step Assignment id from the drop down list. This indicates the step that has triggered the exception. 2. Select the instruction required. The ExceptionFlowControlStep provides two options: retry - execute the step that generated the exception again continue - execute the step after the step that generated the exception. Speech Applications Builder Configurator User Guide May 15, 2004 page 63 of 116

64 Adding a rule To define a rule: 1. The order in which you draw the connections between the source step and the steps to be executed is used by SAB to determine how to interpret the rule. First, add a connection between the source step and the step that must be executed if the rule yields a TRUE result; secondly, add a connection between the source step and the step that must be executed if the rule yields a FALSE result. 2. Double click on the decision point on the TRUE path. SAB opens the Rule Editor dialog box. Figure 58. The Rule Editor dialog box 3. Enter a brief description. This will be displayed next to the rule in the Dialog Modeler window. 4. Click on the Select Component button. SAB displays the Select Component dialog box. Speech Applications Builder Configurator User Guide May 15, 2004 page 64 of 116

65 5. Select the component you require, using the search facility (see page 39). Figure 59. The Select Component dialog box 6. Click Use. SAB displays the undefined rule in the Rule Editor dialog box. Figure 60. The undefined rule Speech Applications Builder Configurator User Guide May 15, 2004 page 65 of 116

66 7. Double click on the rule icon ( less than or equals to in the Figure above). SAB displays the Edit Rule dialog box. Figure 61. The Edit Rule dialog box 8. The data you will need to enter is rule-specific. As you build a dialog flow, SAB automatically makes available to the current component all the variables defined in all the previous components in the path. These are selected from drop-down lists. 9. Click OK. Adding an Interrupt Step An Interrupt Step step handles inputs from the caller (such as Help or "Cancel") that may happen at any point in the dialog. An Interrupt Step can be added at any point in the dialog flow. It must have no entrance point, but should lead to a (typically short) dialog flow designed to handle the caller s command. Once an interrupt step has been added to a flow, the specified phrase will interrupt any step in the same flow that performs a recognition (that can detect what the caller has said). If required, when the alternate flow has completed, you can route the caller back to the step that was interrupted, using a ReturnFromInterrupt process step. To add an Interrupt step: Click on the Interrupt Step icon on the vertical toolbar, then drop the component in the Dialog Modeler window, as normal. To configure an Interrupt step: 1. Double click on the component. SAB displays the Edit Step dialog box. 2. Click Add Value. SAB displays the Add Value dialog box. Figure 62. The Add Value dialog box 3. Enter the Interrupt trigger (such as help or cancel). Speech Applications Builder Configurator User Guide May 15, 2004 page 66 of 116

67 4. Click OK. The Interrupt trigger is displayed in the Interrupt Trigger Conditions field. To define another trigger, repeat the process. 5. Click OK. Validating a step The Validate Step tool checks the selected step has been correctly configured. To validate a step: 1. Click on the step. The step is highlighted in yellow. 2. Do one of the following: right-click on the component to display the pop-up Context menu and select Validate Step click on the Validate Step button on the Dialog Modeler Tool bar. If the step is valid, SAB displays the result in a pop-up message: Figure 63. Step valid message If the step is invalid, SAB displays a pop-up error message, which lists the errors it has detected and provides links to the Java stack trace. Figure 64. Step invalid error message Speech Applications Builder Configurator User Guide May 15, 2004 page 67 of 116

68 Sub-dialogs A dialog flow can be inserted into another dialog flow as a sub-dialog. Any data to be passed into the sub-dialog from the calling dialog flow must be specified in the Required Data window, and then assigned in the Sub Dialog step; any data to be passed out of the sub-dialog to the calling dialog must be specified in the Output Data window, and then assigned in the Sub Dialog step. The Required Data window Data to be passed from a dialog flow to a sub-dialog flow must be specified in the Required Data window. To define an input variable: 1. With the sub-dialog flow open in the Dialog Modeler window, click on the Required Data tab. SAB displays the Required Data window. 2. Click Add. Voice Runner displays the Add Data Type wizard. 3. Select the data type required. 4. Click Next 5. Enter a variable name and set the maximum and minimum occurrences (set values of 1 for a variable or set the appropriate values for an array). 6. Click Finish. The variable is listed in the Required Data window. Variable names must not start with a number or punctuation start with xml or XML contain spaces. See Appendix B, page 113 for a complete list of data types. The Output Data window Data to be passed from a sub-dialog flow back to the calling dialog flow must be specified in the Output Data window, and then declared in the Sub Dialog step. To define an output variable: 1. With the sub-dialog flow open in the Dialog Modeler window, click on the Output Data tab. 2. Click Add Assignment. SAB displays the New Datatype wizard, which lists the data items associated with the current dialog flow. 3. Select the data item required. 4. Click Next. 5. Enter a variable name. 6. Click Finish. Speech Applications Builder Configurator User Guide May 15, 2004 page 68 of 116

69 The variable is listed in the Output Data window. Adding a sub-dialog to a dialog flow To add a sub-dialog to a dialog flow: 1. Click on the Add Component button. SAB displays the Select Component dialog box. 2. Select the Dialog Models tab. Figure 65. The Select Component dialog box showing the Dialog Models tab selected 3. Browse to the dialog flow you require and highlight it. 4. Click Use. The cursor changes to a hand holding a component symbol. 5. Click on the canvas of the Dialog Modeler window. SAB pastes the dialog flow onto the canvas as a single component. You can reposition it by clicking on its title box, dragging it to a new position, and dropping it. Figure 66. A sub-dialog component Speech Applications Builder Configurator User Guide May 15, 2004 page 69 of 116

70 To assign the input variables: 1. Double click the Sub-Dialog step. SAB displays the Step Editor, which lists, in the Sub-Process input column of the Input tab, the input variables that you have already specified in the Required Data window. Figure 67. The Sub Dialog step 2. Select the variable you want to assign. 3. Click Edit. SAB lists the variables visible to the sub-dialog component. 4. Select the variable you require and click OK. To assign an output variable: 5. Select the Output tab. Speech Applications Builder Configurator User Guide May 15, 2004 page 70 of 116

71 6. Click Add Assignment. SAB lists the output variables you have already defined in the Output Data window. Figure 68. The Output Data window 7. Select the variable you require and click Next. 8. Select Add value to folder (add variable) or Replace value in folder (overwrite variable). Click Next. Figure 69. The Output Mapping dialog box Speech Applications Builder Configurator User Guide May 15, 2004 page 71 of 116

72 9. Do one of the following: if you have opted to add a variable, enter a variable name if you have opted to overwrite a variable, select the variable you want to overwrite. 10. Click Finish. Deleting a dialog flow To delete a dialog flow: Do one of the following: o o right-click on the dialog flow icon (not the version number) to display the pop-up Context menu and select Delete Dialog Model select the dialog flow icon (not the version number) and select Dialog Model > Deletes the Selected Dialog Model Version SAB asks you to confirm that you want to delete the dialog flow. Click Yes. The dialog flow is deleted. Deleting components and connections A component must be physically connected to another component to see its variables. If you delete a component or a connection, and break the flow of the dialog, subsequent components will lose all reference to variables from components earlier in the flow (the fields will be blank). To replace the variables it is necessary to restore a connection, then edit each component and re-select the variable names. To avoid this, always draw an alternative connection (possibly temporary), before deleting a component or a connection. Deleting a dialog or process component To delete a dialog or process component: 1. Click on the component to highlight it. 2. Do one of the following: Right-click on the component to display the pop-up Context menu then select Delete Step Click on the Delete button on the Dialog Modeler Tool bar Deleting connections To delete a connection: 1. Click on the rule, or on the undefined decision point, that lies on the connection you want to delete. 2. Do one of the following: Right-click on the component to display the pop-up Context menu then select Delete Decision Click on the Delete button on the Dialog Modeler Tool bar Speech Applications Builder Configurator User Guide May 15, 2004 page 72 of 116

73 Deleting rules If you use the method described in the previous section to delete a rule, SAB will also delete the connection it lies on. To delete a rule: 1. Double click on the rule. Voice Runner opens the Rule Editor dialog box. 2. Right click on the rule icon. 3. Select Delete Rule. 4. Click OK. Finding a stored dialog The Dialogs tree To find a stored dialog: expand the Dialogs tree and select the dialog you require. Click on the dialog folder to display the version index. Click on the dialog version number to open a read-only version of the dialog in the Dialog Modeler window. The version index consists of two tabbed worksheets: Dialog Information - which lists the available versions of your selected dialog flow, and indicates the environment in which they operate. Authorized Members - which lists the dialog flow s owners and authorized members (users who are permitted to edit the dialog flow). The search engine SAB provides a search engine that can be used to search for the dialog flow you require. To search: 1. Click on a parent node in the Dialogs tree. Voice Runner displays its Dialog Search engine in the Dialog modeler window. 2. Type the name, or partial name, of the dialog flow you want to find into the Name field. If you have used a partial name, ensure that the Partial Match box is also checked. 3. Select the environment you want to search: Any environment - searches all environments; this is the default Tool - searches the Tool environment. This contains dialog flows that are under construction (and related prompts) Production - searches the Production environment. This contains dialog flows that are deployed (and related prompts) Decommission - searches the Decommission environment. This consists of dialog flows that have been taken out of deployment (and related prompts). 4. Click Search. SAB displays a list of all matching dialog flows in the Dialogs modeler window. 5. Click Show Details to display all available versions of the dialog flow. Speech Applications Builder Configurator User Guide May 15, 2004 page 73 of 116

74 6. Click on the version number to open a read-only copy of the dialog flow. Before you can edit a dialog flow, you must check it out, see page 37. Copying a dialog flow Copy with the same version number To copy a dialog flow with the same version number: 1. Right click on the dialog flow icon (not the version number) to display the pop-up Context menu. 2. Select Copy dialog model and a selected version. SAB displays the Copy Dialog Model dialog box. Figure 70. The Copy Dialog Model dialog box 3. By default, SAB assigns the name Copy of... to the new dialog; this may be changed. If more than one version of the dialog is available, select the version number you require. 4. Click Finish. SAB displays the new dialog flow in the Dialogs tree. Note that files are displayed in alphabetical order, so Copy of... will be displayed near the top of the tree. Copy with an incremented version number Before a dialog flow can be copied with an incremented version number it must be migrated to the Production Environment, see page 76. The new dialog flow is created in the tool environment. To copy a dialog flow with an incremented version number: 1. Do one of the following: right-click on the dialog flow icon (not the version number) to display the pop-up Context menu and select Increments the version of the selected dialog version open the dialog flow and click on the Increments the version of the selected dialog version button or select Dialog Model > Increments the version of the selected dialog version. Speech Applications Builder Configurator User Guide May 15, 2004 page 74 of 116

75 2. SAB displays a list of dialog flows. Figure 71. The Increments the version of the selected dialog version button dialog box 3. Select the dialog flow you want to copy. Click Next. 4. Select the version number you want to copy. Click Next. 5. Click Finish. The new dialog flow is created in the tool environment. SAB displays it in the Dialogs tree and automatically opens an editable version in the Dialog Modeler window. Renaming a dialog flow If the dialog flow you are renaming has a classification and you want to retain it, you must include the classification path as part of the new name. To rename a dialog flow: 1. Right-click on the dialog flow icon (not the version number) to display the pop-up Context menu and select Rename Dialog Model. SAB displays an Input dialog box. Figure 72. Input dialog box 2. Enter the new name. If the dialog flow you are renaming has a classification and you want to retain it, include the classification path as part of the new name; for example, Banking.DirectDebit.MainFlow specifies a flow name MainFlow, located in the DirectDebit folder, which is located in the Banking folder. 3. Click OK. Speech Applications Builder Configurator User Guide May 15, 2004 page 75 of 116

76 Migrating a dialog flow To migrate a dialog flow from the Tool environment to the Production environment: 1. Open the dialog flow. 2. Check the dialog flow out (see page 37). 3. Click on the Migrate button. SAB will ask you to confirm that you want to migrate the dialog flow. 4. Click Yes. 5. SAB will check if the dialog flow is valid. If the dialog flow is not valid, it displays a list of errors. If the dialog flow is valid, it migrates the dialog and displays a read only version in the Dialog Modeler window. There is now a limited set of operations you can perform on the dialog flow: Save Export Copy with incremented version number (see page 74) Check in Decommission Generate war file for deployment Decommission To decommission a Production Environment dialog flow: Open the dialog flow. 1. Click on the Decommission button. SAB will ask you to confirm that you want to decommission the dialog flow. 2. Click Yes. Speech Applications Builder Configurator User Guide May 15, 2004 page 76 of 116

77 Saving a dialog flow By default, dialog flows are saved in the SAB database. However, they can also be exported to an external file (see page 77). Saving a dialog flow to the SAB database To save an open dialog flow: Do one of the following: o o Select Dialog Model > Save Click on the Saves Current Dialog Model Version Exporting one or more dialog flows to file To upgrade the SAB Configurator it is necessary first to uninstall the existing version. When SAB is uninstalled all dialog flows and related resources stored within the SAB database are also deleted. It is therefore essential to export dialog flows to file before uninstalling SAB. The dialog flows can be re-imported after the Configurator has been upgraded. Multiple dialog flows To export multiple dialog flows: 1. Expand the Dialogs tree. 2. Do one of the following: Click on the parent dialog, then select Dialog Model > Exports Multiple Selected Dialog Models to a File from the Menu bar Click on the parent dialog, then click the Exports Multiple Selected Dialog Models to a File button Right click on the parent dialog to display the pop-up Dialogs context menu and select Exports Multiple Selected Dialog Models to a File. Speech Applications Builder Configurator User Guide May 15, 2004 page 77 of 116

78 SAB displays the Export Dialog Model dialog box, which lists all the dialogs available. Figure 73. Export Dialog Model dialog box 1 3. Check the Dialog flows you want to export. 4. Click Next. SAB lists the available models of the dialog flows you have selected. Figure 74. Export Dialog Model dialog box 2 5. Check the versions you want to export 6. Click Finish. SAB displays the Save dialog box. 7. Browse to the appropriate location and click Save. Speech Applications Builder Configurator User Guide May 15, 2004 page 78 of 116

79 Single dialog flow To export a single dialog flow: 1. Expand the Dialogs tree. 2. Do one of the following: Click on the dialog flow, then select Dialog Model > Export the Dialog Model to a File from the Menu bar Click on the dialog flow, then click the Export the Dialog Model to a File button Right click on the dialog flow to display the pop-up Dialogs context menu and select Export the Dialog Model to a File SAB displays the Export Dialog Model dialog box, which lists all available versions of the selected dialog flow. Figure 75. Export Dialog Model dialog box 1 3. Check the versions you want to export. 4. Click Finish. SAB displays the Save dialog box. 5. Browse to the appropriate location and click Save. Importing a dialog flow from file To import a dialog flow from file: 1. Click on the Dialogs tree in the Browser window. Do one of the following: Select Dialog Model > Imports a Dialog Model from File from the Menu bar Click on the Imports a Dialog Model from File button Right click on the Dialogs tree to display the pop-up Dialogs context menu and select Imports a Dialog Model from File 2. Browse to the location of the.vra file, select it and click Open. If the.vra file contains out of date components, SAB displays a warning and may ask you to resolve any step conflicts that arise (see page on page 80). Speech Applications Builder Configurator User Guide May 15, 2004 page 79 of 116

80 3. (Optionally) enter an new dialog flow name. Figure 76. Change name of imported dialog flow 4. Click Finish. Problems with importing If the.vra file contains out of date components, SAB displays the following warning. Figure 77. Out of date components warning Speech Applications Builder Configurator User Guide May 15, 2004 page 80 of 116

81 5. Click Next. SAB displays a table of missing component versions and their possible replacements. Figure 78. Component replacements 6. Click Finish. Step conflict If a component cannot automatically be upgraded to a new equivalent, SAB displays Step Conflict information. Figure 79. Step conflict dialog box To resolve the step conflict: 1. Either select the appropriate new component from the drop down list or select Leave unconnected to delete the path. 2. Click OK. Speech Applications Builder Configurator User Guide May 15, 2004 page 81 of 116

82 The Prompts tree Prompts are questions or messages that are played out to the caller as part of an interaction (dialog). Prompts may be created as audio (.wav) files or as text, which is converted to electronic speech using a Text-To-Speech (TTS) Synthesizer. Prompts are managed using the Prompts resource. The Prompts resource provides a list or tree of prompt files, displayed in the Browser window a Prompt Search engine a simple prompt recording and editing facility, displayed in the Dialog Modeler window. The options presented in the Menu bar and as buttons in the Tool bar are configured dynamically according to the feature you are using. For a complete list of the Prompts menu options, see page on page 20; for a complete list of Prompts buttons see page on page 23. Adding a new recorded prompt To add a new recorded prompt: 1. Click on Prompts in the Browser window. Do one of the following: Select Prompt > Add Prompt from the Menu bar Click on the Add button and select Add Prompt Click on the Add Prompt button Right click on the Prompts tree to display the pop-up Prompts context menu and select Add Prompt SAB displays the first Add New Prompt dialog box. Figure 80. Add New Prompt 1 Speech Applications Builder Configurator User Guide May 15, 2004 page 82 of 116

83 2. (Optionally) enter a classification path name (see page 34 for an explanation of classification). 3. Enter a prompt name. 4. Click Next. Figure 81. Add New Prompt 2 5. Specify the source of the new prompt - an existing file or a new recording. 6. Click Next. Speech Applications Builder Configurator User Guide May 15, 2004 page 83 of 116

84 Specifying an existing file If you have opted to use an existing file, SAB opens a file selection window. Figure 82. Add New Prompt file selector 1. Select the.wav file required. 2. Click Next. Save the prompt (see page 86). Recording a new prompt If you have opted to record a new prompt, SAB displays the recording tool shown below. Figure 83. Add New Prompt 3: recording tool Speech Applications Builder Configurator User Guide May 15, 2004 page 84 of 116

85 The following options are provided by the Prompt editor. Load Prompt from File Record Prompt Play Prompt Pause Prompt Stop Prompt Save Prompt to File Remove selected audio Remove all but selected audio Clear To record a prompt: 1. Connect a headset and microphone to the sound card on your computer. 2. Click the Record button and say the prompt. 3. Click the Stop button to stop recording. To hear the recording, click the Play button. To re-record the prompt, follow the recording procedure described above. Speech Applications Builder Configurator User Guide May 15, 2004 page 85 of 116

86 Saving the prompt To save the prompt, when you have either selected the correct.wav file or are satisfied with the recording: 1. Click Next. SAB displays the final dialog box: Figure 84. Add New Prompt 4 2. Enter the exact text of the prompt you have recorded into the top field. This text will be used under the following circumstances: it is played out using TTS if the.wav file is not available (to prevent the dialog coming to a halt) it is used to select the correct.wav file when you are concatenating prompts to generate a longer prompt so it is important to enter the wording correctly. 3. Select the prompt language from the drop down list. This information is used to select the correct version of the prompt file (you can design an application to offer multiple languages by creating identically named sets of prompts in different languages) the correct TTS engine 4. Select the persona from the drop down list (see page 90 for an explanation of persona). This information is used to select the correct version of the prompt file (you can design an application to offer multiple personae by creating identically named sets of prompts in different persona types) the correct TTS engine 5. Click Finish. The new prompt file appears, at the appropriate position in the Prompts tree, in the Browser window. Speech Applications Builder Configurator User Guide May 15, 2004 page 86 of 116

87 Searching for a prompt SAB provides a search engine that can be used to search for the prompt you require. To search: 1. Click on the Prompts tree. Voice Runner displays its Prompt Search engine in the Dialog Modeler window. 2. Type the name, or partial name, of the prompt you want to find into the Name field. If you have used a partial name, ensure that the Partial Match box is also checked. 3. Select the environment you want to search: Any environment - searches all environments; this is the default Tool - searches the Tool environment. This contains dialog flows that are under construction (and related prompts) Production - searches the Production environment. This contains dialog flows that are deployed (and related prompts) Decommission - searches the Decommission environment. This consists of dialog flows that have been taken out of deployment (and related prompts). 4. Click Search. SAB displays a list of all matching prompts in the Dialogs modeler window. 5. Click Show Details to display all available versions of the prompt. Viewing a recorded prompt Prompt files in the Tool environment can be edited. To open a.wav file for editing: Either select the prompt in the Prompts tree or use the Prompt Search facility to locate the file (see above). SAB lists the available versions of the prompt in the Dialog Modeler window; you can click Play to hear the prompt, and on Stop to stop playout, if necessary Figure 85. Prompt list Click on the prompt version number to open the prompt editor. Figure 86. Prompt editing Use the drop down arrow (in the center of the title bar) to list the dialog version associated with this prompt. Speech Applications Builder Configurator User Guide May 15, 2004 page 87 of 116

88 Editing a prompt A recorded prompt can be edited; for example a long silence at the start of the prompt can be removed. To edit a prompt: 1. Using the mouse, highlight the section of the prompt to be removed. (Place the cursor at the start of the section, press and hold the left mouse button, drag the cursor to the end of the section, then release the mouse button). Figure 87. Editing a prompt 2. Click the Scissors button to delete the selected area. Alternatively, you can delete everything but the selected area by clicking on the Curly brackets button. 3. When you select another resource, SAB asks whether you want to save your changes. Figure 88. Save prompt dialog box 4. Click Yes. Speech Applications Builder Configurator User Guide May 15, 2004 page 88 of 116

89 Exporting and importing prompt files All SAB prompts are stored by default in the SAB database. Saving a prompt to file To save a prompt to file: 1. Open the prompt.wav file 2. Click on the Disk icon. SAB displays a Save dialog box. 3. Browse to the file location and enter the appropriate filename. 4. Click Save. Saving a prompt directory as a.zip file To save a prompt directory as a.zip file: 1. Do one of the following: click on the directory name in the Prompts tree, then select Prompt > Create Wave Extract right click on the directory name in the Prompts tree to display the pop-up menu, then select Create Wave Extract. 2. Browse to the file location and enter the appropriate filename. It is not necessary to include the.zip extension. 3. Click Save. Importing prompts from a.zip file To import prompts from a.zip file: 1. Do one of the following: click on the name of the directory (in which you want to store the imported prompts) in the Prompts tree, then select Prompt > Import Wave Zip right click on the name of the directory in the Prompts tree to display the pop-up menu, then select Import Wave Zip. 2. Browse to the location of the.zip file and select it. 3. Click Open. The new prompts directory is displayed in the Prompts tree. Refresh If the imported prompts do not automatically appear in the Prompts tree: Right click on the parent directory to display the pop-up menu and select Refresh Tree From Here. This option, placed strategically at various nodes of the directory tree, refreshes all the child nodes of the selected node. Speech Applications Builder Configurator User Guide May 15, 2004 page 89 of 116

90 Persona What is persona? A persona is the personality one person assigns to another person (real or virtual) based on how he or she looks or sounds, or seems to behave. In the case of an automated telephone service, persona is created by details such as the voice type sex, age, accent the language used formal, informal the speed at which it talks more subtle qualities such as perceived friendliness, authority or patience. When a person interacts with another person, both parties assume well-defined roles that allow them to interpret the other s intentions, anticipate what he or she will do next, and react accordingly. One way to create an automated telephone service that is easy to use is to give it a consistent persona that is appropriate to the task it is performing. There are several advantages to doing this: if you do not, callers will by default. Research has shown that, when using an automated service, people automatically respond to the system as a person, interpreting the voice, its inflections, and the vocabulary it uses in social terms. It is, therefore, very important to present callers with a persona that is carefully constructed to represent the brand, not a haphazard set of inconsistent characteristics the persona can reinforce and develop the brand in a unique way. Using an automated service is always a direct experience for the caller and the persona is the only aspect of a brand that customers interact with, and may even develop a relationship with. This makes it the ideal medium for transmitting positive marketing messages research has shown that callers will respond more positively if they sense that the person that they are talking to has the right personality for the job. If the persona is developed in the same way as the rest of the brand, using a profile if the typical customer, callers will have a higher opinion of the automated system and will be more inclined to co-operate with it. They will interpret any problems they have in using the system in the light of its personality and be more lenient. They will generally have a much more positive experience of the call. Devising a persona Devising a persona for an automated system typically involves finding a human equivalent of the company brand. The designers work to create a character with a name, a clearly defined function, and a mini-biography. This information is used by the voice talent agency to select a voice artist who matches the specifications by the voice artist to help him or her maintain a consistent character the dialog designer to ensure that the application uses appropriate language and performs tasks in an appropriate way. Speech Applications Builder Configurator User Guide May 15, 2004 page 90 of 116

91 Using persona with SAB To implement a persona: 1. Record the prompts using the appropriate voice artist and prompt wording. 2. Create the prompts by specifying an existing file (see page 84). 3. Assign the appropriate persona type (see page 86). SAB then stores the prompt in the SAB database with the appropriate persona label. Speech Applications Builder Configurator User Guide May 15, 2004 page 91 of 116

92 The Component Workbench The Component Workbench is used to import new SAB components. The components are supplied as a.jar file. Importing components To import new components: 1. Expand the Component Workbench (by clicking on the + sign) in the Browser window. 2. Click on Import New Components. SAB displays the Import/Update Jar File dialog window. Figure 89. Import/Update Jar File dialog window 3. Click on the No File Selected button to navigate to and select the.jar file you want to import. The name and extension of the.jar file are displayed in the Name and Document Extension fields; a description of the components is displayed in the Description field. 4. Select any dependent files. 5. Click the Import Document button to read the.jar file and import the components. The dialog box lists the components and the updates that are being imported, and any error or warning messages. Speech Applications Builder Configurator User Guide May 15, 2004 page 92 of 116

93 The Administration resource The Administration resource is used to manage: Dialog Configuration, including language and persona Multiple users Permissions. Dialog Configuration Generating a.war file For more information about war files and the deployment of SAB dialogs, see Configuring the Speech Applications Builder for Deployment. A.war file is a zipped archive of files that contains an application and all its resources. It contains everything needed by the runtime part of the SAB platform. Once the.war file has been generated, deployment is simply a matter of installing it on the servlet engine of choice. To generate a.war file: 1. Expand the Administration tree. 2. Click on Dialog Configuration. SAB displays a Generate War File for Deployment button in the Dialog Modeler window. 3. Click on the Generate War File for Deployment button. SAB displays the Dialog deployment war file wizard. Figure 90. Dialog deployment war wizard 1 4. All SAB applications have a top level flow - the flow that will be run first when a caller interacts with an application. Select the top level flow. 5. Click Next. Speech Applications Builder Configurator User Guide May 15, 2004 page 93 of 116

94 Figure 91. Dialog deployment war wizard 2 6. Either check the version number you want to deploy or check AutoUpdate. 7. Click Next. Figure 92. Dialog deployment war wizard 3 8. Check the environment you want the war file to run in: Tool - under construction Production - for deployment. If you have created a custom environment - such as Testing - it will be presented as an option here. Click Next. Speech Applications Builder Configurator User Guide May 15, 2004 page 94 of 116

95 Figure 93. Dialog deployment war wizard 4 9. Configure the Servlet for the system on which the.war file is to be deployed, as follows: Parameter Adaptor style Audio channel Persona Language Grammar set Dialog refresh time (ms) Servlet name Servlet URI mapping Description Select the type of voice platform the application will be running on. Select the correct telephony. Select the persona to be used - together with Language, this specifies the prompt set to be used Select the language to be used - together with Persona, this specifies the prompt set to be used. Select the correct grammar set for the voice platform you are using. Specifies how often the system must check the database for updated flows (only if the.war file is generated with Auto-update selected). Defaults to 600,000 ms Defines how the SAB servlet will be named to the application server. Accept default. Defines what URI the application server should map the servlet to. Application servers typically append this to the name of the context SAB is executing in, which in turn they usually name after the WAR file from which it was loaded, without the.war suffix. This means that the default value of /servlet/maindialogflow will typically make SAB available at if the SAB WAR is called sab.war and Machine and Port are the address and port on which the servlet container is listening for HTTP requests. Accept default Speech Applications Builder Configurator User Guide May 15, 2004 page 95 of 116

96 Parameter Application Server Description Select correct application server for the voice platform you are using 10. Click Next. Figure 94. Dialog deployment war wizard Configure the servlet to use the SAB database. These parameters are initialized to whatever values are currently in the ccp.properties file, which correspond to the values the SAB Configurator is using to access the repository database. The values will typically not need to change if the runtime is to use the same database as the Configurator, however it may be necessary to change the address of the database server to a format which resolves correctly from the machine where the runtime is to be deployed. For example, using the address localhost will only work if the database server is on the same machine as the runtime. Parameter Is Datasource Database name Database Url Description Determines whether SAB should interpret the database URL specified later as a JDBC connection string or as a Java datasource name. Using a JDBC connection string results in SAB making a direct connection to the specified database with that connection string. Using a datasource name results in SAB delegating the connection to a Java datasource defined within the application server. Used by SAB to look up a properties file containing low level information about how to use the database. This is interpreted either as a JDBC connection string or as a Java datasource name depending on the setting of the datasource flag. Speech Applications Builder Configurator User Guide May 15, 2004 page 96 of 116

97 Parameter User Password Cache Directory Description This is the SQL username used to authenticate the connection to the repository database. The required value is entirely dependent on how the database itself is configured. The user is set by default to sysdba. This is the SQL password used to authenticate the connection to the repository database. The required value is entirely dependent on how the database itself is configured. The password is set by default to masterkey. When SAB reads flows, prompts and components from the repository database, it caches them in a directory or folder in the filesystem. This setting specifies the location of that cache directory. 12. Click Finish. SAB displays the Save dialog box. 13. Browse to the appropriate location and click Select. Generating the.war file may take a few moments. Language When creating a prompt (see page 86) you are asked to specify its language and SAB labels the prompt file accordingly. This feature allows you to create a single application in multiple languages. Some languages have multiple variants or 'locales' (for example, US English, UK English) which are pronounced differently. When you specify a language with multiple locales, ensure that you use the complete language id, including the correct locale, for example, 'en-us' (for US English), or 'en-gb' (for GB English). The locale setting must match one of those that is supported by the recogniser you are using. The precise id used to specify the locale is recogniser-specific. SAB s list of languages and locales is configured in the Administration resource. To add a language: 1. Expand the Administration tree. 2. Click Language. SAB displays the Language tool in the Dialog Modeler window. 3. Click on the Add button. SAB displays the Input dialog box. Figure 95. Input dialog box 4. Enter the language name. 5. Click OK. Speech Applications Builder Configurator User Guide May 15, 2004 page 97 of 116

98 The new language is listed in the Language tool and will appear as an option in the appropriate Prompt creation dialog box. To remove a language: 1. Open the Language tool (see above). 2. Select the language name. 3. Click on the Remove button. The language is deleted. To edit a language: 1. Open the Language tool (see above). 2. Select the language name. 3. Click on the Edit button. SAB displays the Input dialog box (with an empty field). Figure 96. Input dialog box (used to edit Language) 4. Enter the corrected language name. 5. Click OK. Persona When creating a prompt (see page 86) you are asked to specify a persona and SAB labels the prompt file accordingly. This feature allows you to create a single application that uses multiple personae. Persona is discussed in detail earlier. SAB s list of personae is configured in the Administration resource. To add a persona: 1. Expand the Administration tree. 2. Click Persona. SAB displays the Persona tool in the Dialog Modeler window. 3. Click on the Add button. SAB displays the Input dialog box. Figure 97. Input dialog box Speech Applications Builder Configurator User Guide May 15, 2004 page 98 of 116

99 4. Enter the persona name. 5. Click OK. The new persona is listed in the Persona tool and will appear as an option in the appropriate Prompt creation dialog box. To remove a persona: 1. Open the Persona tool (see above). 2. Select the persona name. 3. Click on the Remove button. The persona is deleted. To edit a persona: 1. Open the Persona tool (see above). 2. Select the persona name. 3. Click on the Edit button. SAB displays the Input dialog box (with an empty field). Figure 98. Input dialog box (used to edit Persona) 4. Enter the corrected persona name. 5. Click OK. Speech Applications Builder Configurator User Guide May 15, 2004 page 99 of 116

100 Debugging a dialog The Speech Applications Builder provides facilities for analyzing and debugging a dialog flow. Dialog Analysis The Dialog Analysis facility lists and describes every path through the selected dialog flow. The data it provides can be used to build test cases. To view the Dialog Analysis window: 1. Open the dialog flow. 2. Check out the dialog flow. 3. Select the Dialog Analysis tab. SAB splits the right-hand window into two areas, then displays the entire dialog flow in the upper window and lists the individual dialog paths in the lower window. Figure 99. The Dialog Analysis window with Process Diagram selected Speech Applications Builder Configurator User Guide May 15, 2004 page 100 of 116

101 4. The path descriptions provide the following details: the Path number the Step count the Decision count Whether the path is potentially recursive A textual Short Description of the path. 5. To trace a particular path on the process diagram, select the path in the list and SAB will highlight it on the diagram, in yellow (see the Figure on page 100). 6. You can edit (see page 42) or validate (see page 67) any of the dialog steps by right clicking on the step to display the pop-up Context menu. 7. To see the logic of the selected path, click on the Details tab. SAB displays the Details window. Figure 100. The Dialog Analysis window with Details selected This window lists, for the selected path, Step Decision Result (required to generate this path. Speech Applications Builder Configurator User Guide May 15, 2004 page 101 of 116

102 Run/Debug The Run/Debug facility allows you to run a dialog, telephone it, and watch the call flow as it happens. You can open an individual dialog step and check its configuration as you hear it being executed. To use the Run/Debug facility: 1. Open the dialog flow. 2. Check out the dialog flow. 3. Select the Run/Debug tab. SAB displays the Run/Debug window. Figure 101. The Run/Debug window 1 Speech Applications Builder Configurator User Guide May 15, 2004 page 102 of 116

103 4. Set up the debugging environment by doing one of the following: entering the data required (see table below). You can save these settings for future use by clicking on Save Folder Data reverting to the default settings, by clicking Reset to Default inputting data from a saved folder by selecting Load Folder Data Use Remote Debugging Remote Server Address Remote Server Port Local Server Address Local Server Port Render Style Audio Channel Name Language Persona Save Settings Check this box if you are using a speech recognizer on a remote server; leave unchecked if you are using a recognizer on the local server Address or name of the server on which the recognizer is running Port number of the remote server Address or name of the machine on which the SAB Configurator is running Port number of the local server Select the style in which VoiceXML is presented from the drop-down list Select telephony card setting from the drop down list Select language (see page 14) from the drop-down list Defaults to English. Select persona (see page 14) from the drop-down list Check to save the settings. Speech Applications Builder Configurator User Guide May 15, 2004 page 103 of 116

104 Testing To test the dialog: 1. Click Start. 2. SAB prompts you to dial the telephone number allocated to the test. Click OK. 3. Use your telephone to dial the number. 4. Interact with the dialog flow. 5. Click on the Dialog Debugging tab to view the call flow as it is executed. This tab provides two viewing options: Events - displays step-by-step results as the dialog is run. Click on an event to View Log of the event (including any exceptions), Data Before event and Data After event Process Model - displays internal activity as the dialog runs. The dialog flow is initially displayed grayed out; as the call proceeds, the path is highlighted. If the debugging facility encounters errors or problems, the highlighting halts where the problem has occurred. The Process Model window provides four tools: o o o o Zoom In Zoom Out Fit the whole dialog to screen Refresh dialog flow to reflect any changes introduced by Debugging Setup. 6. Click the Servlet Information tab to view technical details of the interaction between the SAB dialog flow and the VoiceXML browser. Speech Applications Builder Configurator User Guide May 15, 2004 page 104 of 116

105 System Preferences Certain features of SAB can be configured by selecting File > System Preferences to display the Edit System Preferences dialog box, which contains three pages: Dialog Modeler - which is used to configure visual aspects of the Dialog Modeler window, see below User Preferences - which is used to change your SAB password (see page 17) General Preferences - which is used to configure general aspects of the SAB user interface (see page 107) Dialog Modeler The Dialog Modeler page presents the following options for configuring the Dialog Modeler window: Figure 102. Dialog Modeler preferences Show Intuitive Path Lines Show Step Icons Show Branch Numbers Show Decisions as Tree Anchor Decisions When Moving Steps Enables/disables the display of the grey dotted lines that clarify complex connections, especially connections that include multiple rules Enables/disables the display of the colored icons that appear on a dialog or process step, indicating the component type Enables/disables the display of branch numbers following a Rule Toggles between two different representations of successive decisions (a binary tree, the default, and a multi-branched tree) Enables/disables movement of steps independently of decision points Speech Applications Builder Configurator User Guide May 15, 2004 page 105 of 116

106 Show Step Names Show Decision Labels Modify Long Step Names Connector Type Show Action Icon Enables/disables display of step names Enables/disables the display of rule names If step names are being displayed, offers a choice of the following methods of displaying long names: Display whole name Wrap lines (the default) Truncate text Offers a choice of the following conventions for displaying connections: All straight lines All right angles only Right angled connections straight intuitive paths (the default) Offers a choice of the following conventions for displaying action icons on the component steps: Not at all Next to step icon In corner of step icon (the default) Any changes you make to the Dialog Modeler window are not displayed until the window is refreshed after you have performed some other task, such as adding a new component. Speech Applications Builder Configurator User Guide May 15, 2004 page 106 of 116

107 General Preferences The General Preferences page presents the following options for configuring the following general aspects of the SAB Configurator: Figure 103. General preferences Confirm Delete Query Save on Close Enables/disables request for confirmation before an a dialog model or Prompt is deleted. Note that SAB does not ask for confirmation before deleting a component step or connection, even if Confirm Delete is enabled. Enables/disables Save query message before closing an unsaved dialog flow. Speech Applications Builder Configurator User Guide May 15, 2004 page 107 of 116