© Aastra 2012

CMG 7.5 Speech Attendant

Sales Presentation

© Aastra 2012 2

Unified Collaborative Business Communications

04/11/23

Communication Platform & Servers

Attendant

• Attendant Console• Visit Management Tool

Business users

• Office Web• Calendar Connection• Office Quick

Speech services• Speech Office• Speech Attendant• InConference

Administrator• Quality Manager• System Management

Enables Attendant and office users to control their presence and availability, as well as access and manage advanced services.

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CMG Speech Attendant is an automated attendantapplication offering:

24/7 access to your organization

Relieving of the attendants workload

A natural dialogue with the caller

Automatic speech recognition, ASR

Attendant services

Presentation of activities

Customized recording options

CMG 7.5 Speech Attendant

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The concept

1. Welcome to Aastra Telecom! Say the name of the person you want to speak with, or say ‘operator’.

CMG Speech server

-IVR-Voicemail-Speech Attendant

Jane Matthews2. I would like to talk to Jane Matthews.

3. Jane Matthews is in a meeting until 6 PM. Would you like to record a voicemail or transfer the call to an operator?

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3. Jane Matthews, one moment please.

Speech Attendant Jane Matthews

Call transfer

1. Say the name of the person you want to speak with, or say ‘operator’.

2. Jane Matthews.

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5. Jane Matthews in Human resources, one moment please.

Speech Attendant

Jane Matthews

Human resources

Several persons with the same name

1. Say the name of the person you want to speak with, or say ‘operator’.

2. Jane Matthews.

3. Jane Matthews. There is more than one person with that name. Do you mean Jane Matthews in Development, Training or Human resources?”

4. Human resources.

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3. Support, one moment please.

Speech Attendant

Calling a department

1. Say the name of the person you want to speak with, or say ‘operator’.

2. Support.

Support department

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3. Jane Matthews, ... lunch until 12.30. Would you like to record a voicemail or transfer the call to an operator?

Speech Attendant

When a person has a CMG activity

1. Say the name of the person you want to speak with, or say ‘operator’.

2. Jane Matthews.

4. Voicemail.

5. One moment please.

Voicemail

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3. The mobile phone number for Jane Matthews … <number>”. Would you like me to repeat the number?

Speech Attendant

Number information

1. Say the name of the person you want to speak with, or say ‘operator’.

2. What’s the mobile phone number for Jane Matthews?

5. Say the name of the person you want to speak with, or say ’operator’.

4. No.

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Call transfer through speech recognition of:• Given name and family name• Department name• Nick name

Call transfer to:• Extension• Mobile phone• Operator

Phone number guidance• Say for example “What’s the phone number for John Smith?”• Extension• Mobile number

Functions

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Change language easily • Just say the name of the language

Fallback to attendant• Automatically if Speech Attendant does not understand user• By saying “operator”

Activity presentation• The person is in a meeting and will be back..

A-number identification of caller• Shorter dialog for known users

Functions

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Speech enabled call handling functionality

Automatic and seamless dialog • Automatic Speech Recognition (ASR) for natural language understanding

• Synthetic voice (TTS) for repetition of names and departments

Supported Languages• Danish, English, Norwegian, Swedish

Functions

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Statistics

Statistics from Speech Attendant queues in CMG Quality Manager e.g.

• Number of calls handled • Average answer time• Average call duration• Abandoned calls

04/11/23

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Example of system setup for CMG Speech

SIP trunk interface

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Highlights

Keep your business open 24/7 for an affordable cost

Relieve the attendants in their work

Speak naturally- The speech recognition software is designed to handle natural speech.

Saves time for callers- When the Speech Attendant is saying something the caller can interrupt.

Reduce manually transferred calls

Use your existing call manager and integratewith your IT platforms

© Aastra Doc no: ASE/APP/PLM/0179/EN Rev 2 1604/11/23

Thank you !