LAYDOWN

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Détermine si un répondeur ou une personne en direct a répondu à un appel. Le cas d'utilisation principal de cette action est dans les scripts pour les interactions vocales sans agent Contacts effectués sans agent en direct pour des tâches telles que la livraison à sens unique d’informations ou de messages. utilisant Personal Connection.

Lorsqu'un appel reçoit une réponse, Laydown analyse l'audio du contact pour déterminer si un répondeur ou une personne en direct a répondu à l'appel. Vous pouvez ensuite initier différentes actions en fonction des résultats de l'analyse. Par exemple, vous pourriez faire parvenir un message enregistré vers un répondeur et un autre message enregistré vers une vraie personne, ou vous pourriez faire parvenir un message enregistré vers un répondeur et initier un comportement de script personnalisé pour une vraie personne.

Une fois que le message commence à être lu, l'action continue d'analyser l'interaction. Si des fréquences audio supplémentaires sont détectées en provenance du contact, Laydown abandonne la séquence et la reprend lorsque le contact est silencieux. Ceci continue jusqu'à ce qu’une séquence entière soit terminée ou que la valeur dans la propriété SequencePlayAttemptsMaximum soit atteinte.

Les fichiers audio doivent être des fichiers WAV non compressés avec les propriétés suivantes :

Débit binaire : 64 kbps
Taille de l'échantillon audio : 8 bits
Canaux : 1 (mono)
Fréquence d'échantillonnage audio : 8 kHz
Format audio : CCITT μ-Law

Types de scripts pris en charge

Téléphone

Propriétés d'entrée

Ces propriétés définissent les données que l'action utilise lors de son exécution.

Propriété	Description
Ajouter une légende	Entrez une courte phrase qui identifie cette action dans le script de manière unique. La légende est affichée sur le canevas de script sous l’icône de l’action.
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 DTMF Tonalités de signalisation générées lorsqu’un contact appuie sur une touche du clavier téléphonique. 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 DTMF Tonalités de signalisation générées lorsqu’un contact appuie sur une touche du clavier téléphonique. 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

Les conditions de branche de résultat vous permettent de créer des branches dans votre script afin de gérer différents résultats lors de l'exécution d'une action.

Condition	Description
Default	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.
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.