Hi, I would like to know what is the best/easiest way to identify if an Architect menu option was selected by using DTMF or by using Speech Recognition terms.
We thought about using 2 choices for each option, one for DTMF and the other one for the SR terms and setting an attribute to identify the selection, however I wonder if there's a better way to find out when the caller pressed the key pad to select an option and when the caller used speech recognition.

Thanks.
#Ask Me Anything (AMA)
#Routing(ACD/IVR)
#Telephony
#Unsure/Other

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Henry ZAMbrano
Cognizant Technology Solutions
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Nope, separate menu options are the only way

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 01-06-2022 11:05
From: Henry ZAMbrano
Subject: Identify when Speech recognition and DTMF were used in Architect

Hi, I would like to know what is the best/easiest way to identify if an Architect menu option was selected by using DTMF or by using Speech Recognition terms.
We thought about using 2 choices for each option, one for DTMF and the other one for the SR terms however I wonder if there's a better way to find out when the caller pressed the key pad to select an option and when the caller used speech recognition.

Thanks.
#Ask Me Anything (AMA)
#Routing(ACD/IVR)
#Telephony
#Unsure/Other

------------------------------
Henry ZAMbrano
Cognizant Technology Solutions
------------------------------

Thank you.

------------------------------
Henry ZAMbrano
Cognizant Technology Solutions
------------------------------

Original Message:
Sent: 01-06-2022 11:07
From: Melissa Bailey
Subject: Identify when Speech recognition and DTMF were used in Architect

Nope, separate menu options are the only way

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 01-06-2022 11:05
From: Henry ZAMbrano
Subject: Identify when Speech recognition and DTMF were used in Architect

Hi, I would like to know what is the best/easiest way to identify if an Architect menu option was selected by using DTMF or by using Speech Recognition terms.
We thought about using 2 choices for each option, one for DTMF and the other one for the SR terms however I wonder if there's a better way to find out when the caller pressed the key pad to select an option and when the caller used speech recognition.

Thanks.
#Ask Me Anything (AMA)
#Routing(ACD/IVR)
#Telephony
#Unsure/Other

------------------------------
Henry ZAMbrano
Cognizant Technology Solutions
------------------------------