Speech Enabled Auto Attendant (SEAA)
Project description:
This project includes the purchase, design and implementation of the Speech Enabled Auto Attendant (SEAA) system from Nuance Communications (Nuance) to complement and enhance the University’s existing telephone directory. SEAA will provide users with the opportunity to access a voice-activated telephone directory.
Project Launch Dates:
Internal (on-campus) launch: May 3, 2012
External launch: May 31, 2012
How it works (Internal):
The SEAA allows callers to connect to University faculty, staff and departments by simply asking for them by name (first and last). Once callers have pressed “0” from their campus phone, the SEAA will simply ask them to say the person or department name they are looking for and will direct the call appropriately; it’s that easy.
For privacy reasons, student names are not included in the SEAA directory, however, grad students with office numbers are. If a caller’s request can’t be located through the SEAA after three tries, the call will be redirected to a switchboard operator. Dialing by extensions will still be available. The internal launch does not include Guelph-Humber, Kemptville, Alfred and Ridgetown campuses.
How it works (External):
After May 31, when callers dial the main university number 519-824-4120 the current options will still be available, however, callers will be prompted to dial "0" to reach the SEAA. Once callers have pressed "0", the SEAA will ask them to say the person or department name they are looking for and will direct the call appropriately.
Frequently Asked Questions:
Q: Will I still be able to dial an extension if I know it?
A: Yes, you can enter the extension at any time during the greeting or at any point while using the SEAA.
Q: What do I do if my name or the name or department I was looking for is not found in the system?
A: Send an email to SpeechAttendant@uoguelph.ca with a detailed description of the issue and the Project Team will investigate and update the directory.
Q: What if my name has not been pronounced correctly?
A: Send an email to SpeechAttendant@uoguelph.ca and we will provide you with instructions on how to correct the pronunciation of your name.
Q: What do I do if I need to reach the operator immediately?
A: During business hours, Monday-Friday from 8 a.m.-5 p.m., you can just say “operator” or “switchboard” and your call will be connected to the operator.
Q: Are students living in residence included in the SEAA?
A: No, callers looking for students in residence will be able to reach them by calling the University of Guelph Residence Auto Attendant 519-824-0022.
Q: Are graduate students included in SEAA?
A: Yes, but only if they have been assigned an extension.
Q: Where does the data come from that the SEAA uses to process calls?
A: The data used by the SEAA comes from our public directory. Data is synced once per day.
Q: If I am transferred out of the SEAA will there be somebody to help me?
A: Yes, switchboard operators will be available during business hours (M-F 8 a.m.-5 p.m.).
Q: Can I use speaker phones or cellular phones when accessing SEAA?
A: Yes, but surrounding sounds and noise may jeopardize the ability of the system to recognize the name/department you are trying to reach. We suggest you use a handset when accessing SEAA.
Q: What happens if there are two people on campus with the same name?
A: The system will prompt you to select based on the department.
Q: Will the system understand if I ask for someone by title?
A: Yes, SEAA comes with pre-loaded titles such as Professor, Dr., Mr., Mrs., among many others. You can say, "I would like to speak to Professor John Smith" and the system will transfer you to John Smith. If you ask for "Professor Smith", and there is more than one person with surname "Smith", the system will ask for the first name. If more than four names match your request the system will transfer you to the Switchboard.
Q: Can a person have more than one phone number associated with them?
A: Yes, you can have two different extensions in the system. Callers will be asked to select between both extensions.
Q: What happens if a person or department doesn't have an extension, but has another local or long distance number?
A: The system will play a message with the local or long distance number, but you will not be transferred to the number.
Q: Why do I get the message, “Can’t transfer”?
A: This occurs when a non-University number is associated with an entry in the SEAA system and it will not be directly transferred.
Q: Why do I get the message, “Sorry, but the person is no longer in the directory”?
A: If a person is deleted from the public directory, their account will be deactivated in the SEAA for 30 days. After 30 days the account will be removed.
Tips for using SEAA:
• Speak clearly and at a regular pace. Exaggerating the pronunciation may hinder the voice recognition.
• To reach someone, say their first name followed by the last name. Do not use the first name only.
• You can speak over the system prompts - you do not need to wait, you can simply say the name of the person or department you are looking for as soon as you dial “0”.
• Use the handset rather than the speakerphone to obtain better results.
• Before speaking, make sure there is no background noise, such as a radio.
Known Issues
• Sometimes there is a delay of a few seconds when SEAA is not responding. If this occurs, please note the time and number you have dialed and send an email to SpeechAttendant@uoguelph.ca. The Project Team will investigate. Nuance confirms that this is a bug and it occurs after a restart of the system.