SA Innovation
  • 10 Jan 2022
  • 2 Minutes to read
  • Dark
    Light

SA Innovation

  • Dark
    Light

Article summary

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).

Screen Shot 2021-12-06 at 16.51.26.png

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).

Screen Shot 2021-12-06 at 10.00.44.png

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).

Screen Shot 2021-12-06 at 10.08.08.png

In this screen, you will see some parameters for “Speech To Text Rules”. Detailed explanations of these parameters are given in the table below.

ParametersDefinitions
Condition nameRefers to the name of the rule.
Speech recognition providerRefers to the speech recognition provider. In particular, the sainovasyon_sr should be selected.
SkillThe call skill (queue) for which this feature will be active is selected.
Campaign idThe campaign for which this feature will be active is selected.
Call profileIf 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 stateCall skill (queue) state is selected. There are five skill states: Abandon, Transfer, Caller Hang-up, Connect, Agent Hang-up.
AgentIf this feature is valid for a specific agent, the relevant agent shall be selected.
DisableIf this Speech To Text rule is to be disabled, this box is checked.
CallerThe specific caller information is entered.
DestinationThe specific called information is entered.
Contact conditionIf 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 conditionIf 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 trunkThe incoming trunk at the originating end of the trunk between the two switching centers is selected.
Outgoing trunkThe outgoing trunk at the other end of the trunk between the two switching centers is selected.
Incoming routeThe incoming route in which this feature will be active is selected. There are four routes: Urgent Calls, Terrestrial, Mobile, International.
Outgoing routeThe outgoing route in which this feature will be active is selected. There are four routes: Urgent calls, Terrestrial, Mobile, International.
NotesRelevant notes are written in this field.

Was this article helpful?

Changing your password will log you out immediately. Use the new password to log back in.
First name must have atleast 2 characters. Numbers and special characters are not allowed.
Last name must have atleast 1 characters. Numbers and special characters are not allowed.
Enter a valid email
Enter a valid password
Your profile has been successfully updated.