Troubleshooting SAA Name Recognition Problems

Cause of Name Recognition Problem

Corrective Action

Missing or inaccurate name entries.

Ensure that the spoken name is entered in the Speech Auto Attendant database and that callers are saying that exact name. For example, if the name is entered in the database as Ted Smith, ensure that callers aren't saying Edward Smith.

Background noise, hands-free operation, echo, and speakerphone quality.

If the caller is experiencing name recognition problems when calling from a speakerphone, get the caller to try the name from a handset.

Mispronunciation, poor annunciation and accents.

Determine if the caller's pronunciation is causing the recognition problem by checking if the system recognizes the name when other callers try it.

High noise levels, high audio levels, or echo.

Determine if the problem is specific to the phone, that is, if the caller is not recognized when dialing in remotely, get them to try locally.

Cell and internet calls sometimes introduce propagation delays. A bad trunk could exhibit noise, including cross talk, popping , static or audio level problems, which, in turn, could contribute to echo. If the remote caller experiences intermittent cases where low confidence forces the caller to repeat the spoken name, check the audio quality of the trunks or isolate whether only certain types of calls (for example, overseas calls) are affected.

If trunk audio quality is at fault, contact your carrier or service provider. If the source of the problem cannot be determined, advise the caller to use DTMF as an input to Speech Auto Attendant until it can be determined whether other remote callers are also experiencing remote access recognition issues.

The dictionary contains most of the common North American English names. A pronunciation for an unusual name may not be programmed in the dictionary.

If multiple callers are speaking a specific name that is not recognized, use the pronounce tool.

Speech recognition is poor.

For individual names, use the pronounce tool to instruct the Speech Auto Attendant how to pronounce individual words.