Genesys Cloud CX

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  • 1.  Identify when Speech recognition and DTMF were used in Architect

    Posted 21 days ago
    Edited by Henry ZAMbrano 21 days ago
    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.
    #AskMeAnything(AMA)
    #Routing(ACD/IVR)
    #Telephony
    #Unsure/Other

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    Henry ZAMbrano
    Cognizant Technology Solutions
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  • 2.  RE: Identify when Speech recognition and DTMF were used in Architect

    GENESYS
    Posted 21 days ago
    Nope, separate menu options are the only way

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Identify when Speech recognition and DTMF were used in Architect

    Posted 21 days ago
    Thank you.

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    Henry ZAMbrano
    Cognizant Technology Solutions
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