Contents

Introduction to Interaction Mobile Office

Interaction Mobile Office is a Customer Interaction Center (CIC) subsystem that provides a speech-enabled telephone user interface (TUI), Microsoft® Office Outlook®, and telephony client functions in response to speech commands.

The first section of the Interaction Mobile Office Technical Reference explains how to the customize its default vocabulary to recognize additional words and phrases. The second section explains how to use the TUI.

A TUI, or Telephone User Interface, processes user interactions over the telephone with an Interactive Voice Response system (IVR). Most TUI interactions are DTMF-based, meaning that users enter commands by pressing keys on the telephone keypad. The TUI provided by Interaction Mobile Office extends IC's standard TUI by voice-enabling commonly used commands.

Interaction Mobile Office is intended to make development and customization of speech-enabled TUI menus, their structures, audio, and grammar definitions, much simpler. Interaction Mobile Office speech-enables portions of the IC TUI by providing speech-enabled shortcuts for direct links to actions like message management and retrieval, status updates, personal prompt and personal option updates, and extended functions. The system is designed to facilitate speech shortcuts and traditional DMTF processing. Speech shortcuts allow a user to jump directly to an action without traversing through complex menu structures to get there.

Administration of Interaction Mobile Office requires general familiarity with the Interaction Center platform and handler customization is assumed. A working knowledge of XML and schemas is required.