This help page is for Desktop Studio. This information is also available for CXone Studio.

Defines TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. and ASRClosed Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. settings and should therefore be placed early in a script (ideally, right after the Begin action). You can use this action multiple times in a script if needed. For example, you might want to change from a male voice to a female voice at a certain spot in your IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.. Each Voiceparams action overrides any that have come before it.

ASR actions appear only if ASR is enabled for your organization. ASR is an optional feature. Ask your CXone Account Representative for more information.

Supported Script Types

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.


Input Properties

These properties define data that the action uses when executing.




Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.


Determines the volume at which prompts using TTS are played. The default value is 70.


Determines the speed at which prompts using TTS are played. You can enter a number between -7 and 7 (with -7 being the slowest available speed and 7 being the fastest possible speed).


Determines the gender and accent of the voice used to generate prompts using TTS. You can see the available voices by expanding the drop-down for this property. Some supported languages offer a choice of multiple genders and voices.


Turns ASR tuning on and off. Choose one of these values from the drop-down: No Change, True, or False. The default value is No Change, but ASR tuning is turned off by system default.


Turns ASR universalsClosed Common utterances that a contact is likely to say to an IVR. These are compiled into a phrase list or grammar file. ASR Studio actions can use a universal list or grammar file to create an Onuniversalt event. on and off. Choose one of these values from the drop-down: No Change, True, or False. The default value is No Change, but ASR universals are turned off by system default.

Universals are helpful when you want to capture phrases that the caller can say at any time.


Specifies how the ASR engine should identify utterances provided by callers. You can override this setting by identifying a different content type in the properties of an ASR action. The ASR engine compares the caller's utterance to the values in the specified content type. If a match is detected, the engine returns the match and a percentage value indicating its confidence in the accuracy of the match. Choose one of the following from the drop-down: PhraseList or GrammarFile. The default value is PhraseList.


Allows you to build the phrase list specified in the previous setting. To build a phrase list, click the ellipsis and then type each phrase on a separate line.


Allows you to provide the path to the grammar fileClosed Encoded file containing a set of phrases a caller might say in response to an IVR prompt. specified in the ASRUniversalContentType property. Grammar files must be properly formatted and stored in your platform files (). You can create custom grammar files using Studio actions or third-party tools. For more information, talk to your account manager.


Use this property to designate a variable that will contain the universal speech phrase.


Determines the language locale for all ASR actions. This setting helps improve the accuracy of your ASR-enabled IVR, since the same word in the same language can sometimes have difference meanings (for example, "boot" in United States English is a shoe, whereas in UK English, it is part of a car). You can see the available choices by expanding the drop-down for this property or consulting supported languages. The available choices vary depending on the geographic region where your tenant is hosted.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.




Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.


Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

In this script example, calls are directed based on the hours of operation profile set with the Hours action. If the company is open, the call is put into queue and delivered to an agent based on the contact's Menu selections. If the company is closed or on holiday, Play actions deliver messages using TTS. The Voiceparams action at the start of the script establishes the TTS volume, rate, voice, and so forth.

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