Hi,

We have created an interactive response group and want to use the voice recognition side of things but have encountered a problem.

Is there anyway to set a "I am sorry I did not understand your request, putting you through to reception" type question for when the response group didn't hear the request correctly?

At the moment it just constantly loops which sounds awful, especially when it seems very sensitive and if somebody calls from a mobile phone car kit our IVR generally just loops on itself in circles and the end user can't get anywhere.

Thanks

James

There is no way to do this with native Response Groups. You could develop a custom app or but a 3rd party app that integrates with Lync for IVR functionality.

• Proposed as answer by ALANMAD Friday, September 28, 2012 1:30 PM
• Marked as answer by Sean_XiaoMicrosoft community contributor, Moderator Thursday, October 04, 2012 2:22 AM

There is no way to do this with native Response Groups. You could develop a custom app or but a 3rd party app that integrates with Lync for IVR functionality.

• Proposed as answer by ALANMAD Friday, September 28, 2012 1:30 PM
• Marked as answer by Sean_XiaoMicrosoft community contributor, Moderator Thursday, October 04, 2012 2:22 AM

There is no way to do this with native Response Groups. You could develop a custom app or but a 3rd party app that integrates with Lync for IVR functionality.

• Proposed as answer by ALANMAD Friday, September 28, 2012 1:30 PM
• Marked as answer by Sean_XiaoMicrosoft community contributor, Moderator Thursday, October 04, 2012 2:22 AM

That is disappointing, Microsoft may as well disable the voice recognition feature as it is all but useless as it sounds awful just looping around like that, definitively not usable on outside callers anyway as it looks unprofessional.

I understand they have partners doing advanced things for them but more small-medium size teams spending $40,000 (Clarity Connect base price for up to 25 users) on an IVR solution is a little bit out of reach for some companies.

Maybe if Microsoft made the response group app open source or plugin capable it would help as coding an entire application to do this is an immense task when you just want to add a simple feature like this.

Thanks anyway

James

I can't disagree with you about functionality in Response groups but there are definitely less expensive options that should do what you need. Have you checked out this list:

http://technet.microsoft.com/en-us/lync/hh972602

Look at Altigen and PrairieFyre. There are also other partners that IVR solutions that will integrate with Lync.

One last thing. Can you describe your problem in a little more detail and what you have implemented. I don't understand the reference to "looping around".

Will have a look at your suggestions.

Our problem is that the IVR seems to pick up background noise, for example the road noise when somebody is on a car phone kit. When it does this your message just repeats itself every time it hears the noise.

Another example is if the menu options are not understood by the IVR, again the message repeats itself over again. If you could have a secondary message like "sorry i didn't understand your selection please try again" then it wouldn't be too bad but just looping the main message again sounds awful

If you have any ideas I am open to suggestions!

Thanks

James

I understand the problems now but can't offer any suggestions unfortunately.

Hi,

It is not possible to have a secondary message in the Response Group at present. But you can prompt users in the Welcome message to press a digital instead of speech to enter a queue when they are in a noice place.

Hi James,

I've been struggling with the repeating IVR messages due to background noise and have just struck an answer.

If you do not put any voice responses in, the system does not become speech enabled. Only if you have just voice responses or both voice responses and keypad entries does the system listen for audio. If  only a keypad entry is listed throughout the IVR setup the system does not and therefore does not repeat the audio if background noise is high.

Hope this helps you out.

Regards,

Alex.

Hi James,

I've been struggling with the repeating IVR messages due to background noise and have just struck an answer.

If you do not put any voice responses in, the system does not become speech enabled. Only if you have just voice responses or both voice responses and keypad entries does the system listen for audio. If  only a keypad entry is listed throughout the IVR setup the system does not and therefore does not repeat the audio if background noise is high.

Hope this helps you out.

Regards,

Alex.

• Proposed as answer by Jeffy-g 15 hours 7 minutes ago
• Unproposed as answer by Jeffy-g 15 hours 6 minutes ago
• Proposed as answer by Jeffy-g 15 hours 2 minutes ago

Hi James,

I've been struggling with the repeating IVR messages due to background noise and have just struck an answer.

If you do not put any voice responses in, the system does not become speech enabled. Only if you have just voice responses or both voice responses and keypad entries does the system listen for audio. If  only a keypad entry is listed throughout the IVR setup the system does not and therefore does not repeat the audio if background noise is high.

Hope this helps you out.

Regards,

Alex.

• Proposed as answer by Jeffy-g Thursday, May 22, 2014 7:44 PM
• Unproposed as answer by Jeffy-g Thursday, May 22, 2014 7:44 PM
• Proposed as answer by Jeffy-g Thursday, May 22, 2014 7:49 PM

Hi James,

I've been struggling with the repeating IVR messages due to background noise and have just struck an answer.

If you do not put any voice responses in, the system does not become speech enabled. Only if you have just voice responses or both voice responses and keypad entries does the system listen for audio. If  only a keypad entry is listed throughout the IVR setup the system does not and therefore does not repeat the audio if background noise is high.

Hope this helps you out.

Regards,

Alex.

• Proposed as answer by Jeffy-g Thursday, May 22, 2014 7:44 PM
• Unproposed as answer by Jeffy-g Thursday, May 22, 2014 7:44 PM
• Proposed as answer by Jeffy-g Thursday, May 22, 2014 7:49 PM

Hi James, we are testing this out now. We have noticed that if you do remove the "one", "two", "three" and say anything on the call it will stop the message and then loop it. Is this not the same behavior you experience? This is a better option them having it mistake a background sound for a voice response and jump to the wrong option though so I have marked your answer as a solution.

Microsoft really should just make a powershell command that disabled the voice response part of the IVR. I understand that is what an "interactive voice response" system is but so what.

• Edited by Jeffy-g 15 hours 1 minutes ago

Hi James, we are testing this out now. We have noticed that if you do remove the "one", "two", "three" and say anything on the call it will stop the message and then loop it. Is this not the same behavior you experience? This is a better option them having it mistake a background sound for a voice response and jump to the wrong option though so I have marked your answer as a solution.

Microsoft really should just make a powershell command that disabled the voice response part of the IVR. I understand that is what an "interactive voice response" system is but so what.

• Edited by Jeffy-g Thursday, May 22, 2014 7:49 PM

Hi James, we are testing this out now. We have noticed that if you do remove the "one", "two", "three" and say anything on the call it will stop the message and then loop it. Is this not the same behavior you experience? This is a better option them having it mistake a background sound for a voice response and jump to the wrong option though so I have marked your answer as a solution.

Microsoft really should just make a powershell command that disabled the voice response part of the IVR. I understand that is what an "interactive voice response" system is but so what.

• Edited by Jeffy-g Thursday, May 22, 2014 7:49 PM