LAYDOWN

Esta página de ayuda es para Studio. Esta información también está disponible para Desktop Studio.

Determina si un contestador automático o una persona en vivo respondió una llamada. El caso de uso principal para esta acción es en scripts para interacciones de voz sin agenteClosed Contactos realizados sin un agente en vivo para tareas tales como la entrega unidireccional de información o mensajes. utilizando Personal Connection.

Cuando se responde una llamada, Laydown analiza el audio del contacto para determinar si ha respondido un contestador automático o una persona. A continuación, puede iniciar distintas acciones basadas en los resultados de los análisis. Por ejemplo, usted podría entregar un mensaje grabado a una máquina diferente y un mensaje grabado a una persona viva, o se le puede entregar un mensaje a una máquina y ejecutar secuencias de comandos personalizadas el comportamiento de una persona viva.

Una vez que comienza a reproducir el mensaje, la acción sigue analizando la interacción. Si se detecta audio adicional del contacto, Laydown aborta la secuencia y la reanuda cuando el contacto está en silencio. Esto continúa hasta que se ha completado una secuencia entera o se alcanza el valor de la propiedad SequencePlayAttemptsMaximum.
 

Los archivos de audio deben ser archivos WAV sin comprimir con las siguientes propiedades:

  • Tasa de bits: 64 kbps
  • Tamaño de muestra de audio: 8 bits
  • Canales: 1 (mono)
  • Frecuencia de muestreo de audio: 8kHz
  • Formato de audio: Ley μ del CCITT

Tipos de scripts compatibles
Phone

Propiedades de entrada

Estas propiedades definen los datos que utiliza la acción al ejecutarse.

Las propiedad

Descripción

Add Caption

Ingrese una frase corta que identifique de forma única esta acción en el script. La leyenda aparece en el lienzo del script debajo del ícono de acción.

Live Person Sequence

Contains a string of one or more prompts played when a live person is detected. The default value for this string is empty. If no string is entered, the action returns immediately when a live person is detected and no sequence is played. This is useful if you only want to deliver your message to an answering machine.

Live Person Phrase

Allows you to document the text of the audio file delivered as part of the LivePersonSequence.

Machine Sequence

Contains a string of one or more prompts played when an answering machine is detected. The default value for this string is empty. If no string is entered, the action returns immediately when an answering machine is detected and no sequence is played. This is useful if you only want to deliver your message to a live person.

Machine Phrase

Allows you to document the text of the audio file delivered as part of the MachineSequence.

Clear Digits

When a contact presses keys on their phone, a DTMF tone is generated and stored in a buffer. ClearDigits allows you to determine how this action handles DTMFClosed Tonos de señalización que se generan cuando un contacto presiona una tecla en el teclado telefónico. tones that are in the buffer when the action starts.

The default is Yes, which clears the buffer when the action begins. Any key presses that happened earlier in the script will not be passed into this action. Set the action to No if you want this action to process and act on any DTMF tones that are passed to this action through the buffer. When DTMF tones are passed into this action, the script immediately takes the path for the Digit branch condition.

Detect DTMF

Determines whether DTMFClosed Tonos de señalización que se generan cuando un contacto presiona una tecla en el teclado telefónico. tones are processed while the action is running. The default value is True, which means that DTMF tones are processed if the contact presses a key and the OnDigit or OnDTMF branch of the script is triggered. If the value is set to False, DTMF tones are not processed even if the contact presses a key. For example, you might play a message at the point a contact is placed in queue which says, "An agent will be with you shortly. To leave the queue at any time, press the star key". The OnDigit or OnDTMF branch might then offer the contact the option to leave a voicemail message.

This property does not capture DTMF tones. If you need to evaluate an entered tone, use a Capture action after this action to assign the tone to a variable. You can then evaluate the variable's value to determine which tone was entered.

You can use a variable for this property.

Initial Detection Timeout

Specifies the length of time the action will initially take to determine whether the call has been answered by an answering machine or a live person. Enter a numeric value of seconds between 10 and 300. The default value is 10. If no determination is made and the specified value is exceeded:
  • The string value in the MachineSequence property is played and then the OnInitialDetectionTimeout branch is triggered. If the string is empty, then:
  • The string value in the LivePersonSequence property is played and then the OnInitialDetectionTimeout branch is triggered. If the string is empty, then:
  • The OnInitialDetectionTimeout branch is triggered immediately.

Machine End Detection Timeout

Specifies the maximum length of time Laydown will spend listening for the end of an answering machine message when a machine is detected. When Laydown detects the end of the machine's message, the MachineSequence value is played. If the timeout is exceeded before the machine's message ends, the OnMachineEndTimeout branch is triggered. Enter a numeric value of seconds between 10 and 300. The default value is 20.

Utterance Minimum

The number of seconds the contact must speak for Laydown to classify the sound as an utterance. The value should be long enough to ignore static or clicks and short enough to catch actual speech utterances. Enter a numeric value between 0.1 and 0.5 seconds. The default value is 0.2.

Utterance End Silence

The minimum number of seconds of silence required for Laydown to detect the end of an utterance. Enter a numeric value between 0.1 and 0.5 seconds. The default value is 0.1.

Live Person End Silence

The minimum number of seconds of silence required for Laydown to determine that an utterance was made by a live person. This value should be long enough to ignore a phrasing pause on answering machine messages and short enough to recognize the gap following a "Hello?" greeting. Enter a numeric value between 0.5 and 2.0 seconds. The default value is 0.6.

Machine Minimum Without Agent

The minimum number of seconds required following a series of contact utterances for Laydown to determine that the call was answered by a machine. Enter a numeric value between 2.0 and 10.0 seconds. The default value is 3.0.

Machine End Silence

The minimum number of seconds of silence required for LAYDOWN to determine that an answering machine message has ended. When a non-empty value exists in the AnsweringMachineSequence property, that value is played when the number of seconds specified here is reached. Enter a numeric value between 1.0 and 5.0 seconds. The default value is 1.0.

Debug Pattern

This property is used for Studio diagnostic procedures and should not be changed unless you are instructed to do so by NiCE CXone Support or your account representative. The default value is none.

Customer Voice Threshold

Defines the contact volume level for detection of the contact's voice versus background noise. The property accepts numeric values between 100 and 100000 units (a measurement similar to decibels). The default value is 17000.

Sequence Play Attempts Maximum

Defines the maximum number of times Laydown will attempt to play a sequence if a live person or answering machine is detected. When this value is reached, the entire sequence is played even if audio is detected from the contact. Larger values can increase your telephony expense, since the sequence will potentially restart a great number of times. Enter a numeric value between 1 and 20. The default value is 9.

Result Branch Conditions

Las condiciones de las ramas de resultados le permiten crear ramas en su script para manejar diferentes resultados cuando se ejecute una acción.

Condición

Descripción
Default Recorrido a menos que el script cumple una condición que requiere uno de los otros poderes. También se considera si no están definidas las demás ramas de la acción.
OnError Path taken when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth).

MachineCompleted

Path taken when Laydown detects an answering machine. If the MachineSequence property contains a non-empty value, the sequence is played and then this branch is taken.

LivePersonCompleted

Path taken when Laydown detects a live person. If the LivePersonSequence property contains a non-empty value, the sequence is played and then this branch is taken.

DTMF

Path taken when Laydown detects that a digit has been pressed. If the action is playing a sequence when the digit is detected, sequence play is aborted.

InitialDetectionTimedout

Path taken when the value in the InitialDetectionTimeout property is exceeded.

MachineEndTimedout

Path taken when the value in the MachineEndDetectionTimeout property is exceeded.