Key Word Spotting

This Telephony tool enables CIC to start or stop monitoring a call for key words. If it identifies key words that are defined and associated with the specified workgroup in Interaction Administrator, it initiates notifications. In its most basic form, the tool stores the spotted key words and associates them with the call.

Inputs

Call Identifier

The unique identifier of the call.

Action

Start to begin monitoring for key words, or Stop to end monitoring of a call.

Workgroup Queue Id

The workgroup ID, which defines the list of key words to spot.

Language

The language associated with the call.

Exit Paths

Success

This tool takes the Success exit path if the operation is successful.

Failure

This tool takes the Failure exit path if the operation is not successful.