Interaction Speech Recognition Process Overview

1. CIC receives a call.

2. Interaction Attendant, VoiceXML, or a custom handler (based on information with the call) selects a prompt to play to the caller.

3. The CIC server sends grammars and prompts to use for the input operation. The CIC server then directs Interaction Media Server to play a prompt to the caller and wait for input.

4. Interaction Media Server plays the prompt to the caller and waits for a response.

5. The caller responds to the prompt through speech (an utterance) or by pressing keys on the telephone keypad.

6. Interaction Speech Recognition recognizes the response.

7. Interaction Speech Recognition returns the recognition data to CIC.

8. Interaction Attendant, VoiceXML, or custom handlers interpreter processes the data and proceeds accordingly. For example, plays another prompt or sends the call to a workgroup queue.

For more information about the process, see Interaction Speech Recognition Process Details.