©2003 Genesys Telecommunications Laboratories, Inc. VUID Toolbox Phil Shinn, Ph.D. Principal Consultant

©2003 Genesys Telecommunications Laboratories, Inc. 2 Outline  Who am I?  Who is Genesys?  What is the VUID Toolbox?  Why is it useful?  Where do you get it?

©2003 Genesys Telecommunications Laboratories, Inc. 3 Who is Phil Shinn?  PhD Linguistics Brown U. in acoustics  7 years speech recognition start-up  7 years Citibank R&D  4 years various consulting gigs  3 years HeyAnita  2 years Countrywide Financial Corporation  2 years Genesys  Have written ‘scads’ of speech reco apps  4 speech patents 

©2003 Genesys Telecommunications Laboratories, Inc. 4 What is Genesys?   Leading call center solutions provider   100% software focus   Genesys suite captures, routes, screen-pops, reports and analyzes voice and other interactions to ensure customers are quickly connected to the best available resource – the first time   125 million interactions managed per day   1.25 million agents enabled worldwide   Eliminates customer frustration   Enables world class customer service

©2003 Genesys Telecommunications Laboratories, Inc. 5 World’s #1 Open-Standards Voice Platform Recognized as fastest growing product in Genesys history 2003 Total

©2003 Genesys Telecommunications Laboratories, Inc. 6 What is the VUID Toolbox?  A Methodology  Open source stuff consisting of –Custom Visio Templates –Microsoft Visual Basic Macros –Use Case Python code

©2003 Genesys Telecommunications Laboratories, Inc. 7 How it hangs together

©2003 Genesys Telecommunications Laboratories, Inc. 8 Why is it useful? Users  Business Owners –Can understand use cases/scripts easier than call flows  Project Managers –Track progress on pages completed  QA –Keeps test scripts in synch with call flow  Developers –Puts all doc in one place  VUIDs –Makes your life way easier  Recording Studio –Puts prompts in context

©2003 Genesys Telecommunications Laboratories, Inc. 9 Custom Visio Templates  Prompt  Grammar  Computation  Database  Start  Stop  Subroutine –Goto –Gosub  Labeled arcs  Decision States  External apps

©2003 Genesys Telecommunications Laboratories, Inc. 10 Demo Custom Stencils  Build a call flow with custom stencils

©2003 Genesys Telecommunications Laboratories, Inc. 11 Demo Extraction Macros

©2003 Genesys Telecommunications Laboratories, Inc. 12 Demo Creating Source Use Cases

©2003 Genesys Telecommunications Laboratories, Inc. 13 Demo Makescripts.py

©2003 Genesys Telecommunications Laboratories, Inc. 14 Added Bonus Routines  Compare prompt lists  Generate all paths

©2003 Genesys Telecommunications Laboratories, Inc. 15 Where do you get it? 