ONUNIVERSAL

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

A microphone.

An ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. action that uses defined lists of phrases or a grammar file and speech recognition to allow branching in a script based on what the caller says. For example, at any time during the IVR, the caller can say “I want to speak with an agent” and the Onuniversal event will execute within the script and send the call to an agent.

Instead of following the standard IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. menu options or other result branches such as Onanswer or Onrelease, when VOICEPARAMS detects one of the configured ASR Actions, the Onuniversal event triggers, followed by REQAGENT. Notice that ASRMENU is used in this case instead of Menu, and is required to trigger Onuniversal. The availability of Asrmenu is controlled by a business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. feature level setting.

ASR is an optional feature that must be enabled for your business unit. Contact your Account Representative to add this feature.

Supported Script Types

Phone

Properties

This action has no unique properties. It relies on how the ASRUniversalPhraseList or the ASRUniversalGrammarFile properties (one or the other, not both) is configured in a related Voiceparams action.

Result Branch Conditions

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

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.