With the SA Innovation, two different features are available for voice calls, Speech To Text and Speech Analytics. Voice calls can be translated into text with Speech To Text. With Speech Analytics, data can be collected by analyzing recorded calls.
How to Integration of SA Innovation?
➤ For SA Innovation integration, first open the CC Management -> Contact Center Settings screen by following the steps in the screenshot given below, in Tegsoft software (step 1 and 2).
➤ Then click on the “Speech To Text” tab to go to the Speech To Text settings (step 3).
Now it is necessary to define a new SA innovation feature.
➤ To do this, click the “+” button in the operations menu in the screenshot below (step 1). You will see some parameters that need to be defined.
➤ Select SA innovation as the type (step 2).
➤ Enter http://3.67.91.108:8080/api/asr/wave URL for Speech to Text, http://18.159.35.117:3000/analyze URL for Speech Analytics to Parameter2 value (step 3)
➤ Click the save button (step 4).
Now, it is necessary to define the “Speech To Text Rules”.
➤ To do this, switch to the next tab shown below (step 1).
➤ Then click the “+” button in the operations menu (step 2).
In this screen, you will see some parameters for “Speech To Text Rules”. Detailed explanations of these parameters are given in the table below.
| Parameters | Definitions |
|---|---|
| Condition name | Refers to the name of the rule. |
| Speech recognition provider | Refers to the speech recognition provider. In particular, the sainovasyon_sr should be selected. |
| Skill | The call skill (queue) for which this feature will be active is selected. |
| Campaign id | The campaign for which this feature will be active is selected. |
| Call profile | If this feature is valid for a specific call profile, the relevant call profile shall be selected. There are three call profiles: Urgent calls only, Inbound, Outbound. |
| Skill state | Call skill (queue) state is selected. There are five skill states: Abandon, Transfer, Caller Hang-up, Connect, Agent Hang-up. |
| Agent | If this feature is valid for a specific agent, the relevant agent shall be selected. |
| Disable | If this Speech To Text rule is to be disabled, this box is checked. |
| Caller | The specific caller information is entered. |
| Destination | The specific called information is entered. |
| Contact condition | If this feature is valid for specific contact, the relevant condition shall be selected. There are two options: Known Numbers and Unknown Numbers. |
| Date (begin - end) | The begin and end dates on which this feature will be active are selected. |
| Hour (begin - end) | The begin and end hours on which this feature will be active are entered. |
| Duration (begin - end) | The duration on which this feature will be active are entered. |
| Time condition | If this feature is active for a specific time, the relevant condition shall be selected. There are two options: In period and Out of period. According to the selected option, one of the defined time periods is selected. |
| Incoming trunk | The incoming trunk at the originating end of the trunk between the two switching centers is selected. |
| Outgoing trunk | The outgoing trunk at the other end of the trunk between the two switching centers is selected. |
| Incoming route | The incoming route in which this feature will be active is selected. There are four routes: Urgent Calls, Terrestrial, Mobile, International. |
| Outgoing route | The outgoing route in which this feature will be active is selected. There are four routes: Urgent calls, Terrestrial, Mobile, International. |
| Notes | Relevant notes are written in this field. |