Media Neutrality

All Media palette steps of the Cisco Unified CCX Editor are designed to work on both types of media (DTMF and ASR), with the exception of the Voice Browser step, which can work only with ASR.

You can query the Get Contact Info step of the Contact palette to check if ASR is supported for a given call, and you can create conditional prompts to play different prompts (if required) based on the result of the query.

The system automatically converts grammars from one format to the other based on the current media type of a call.

Note

For scripts running with ASR, you cannot use multiple Play Prompt steps to concatenate prompts together if you expect the prompts to be interrupted by speech (that is, when barge-in is enabled), because speech cannot be buffered (like DTMF) on the first step and then used on the last step for recognition. You must prepare a grammar to be ready to perform the recognition if the prompts are interrupted by a caller barge-in.