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Jun 19, 2019 07:53

Wildix Business Intelligence (WBI) - Artificial Intelligence (AI) services

Wildix Business Intelligence (WBI) is a pure innovation--a set of services that, thanks to Artificial Intelligence (AI), allow businesses to significantly automate and streamline their daily processes and communication.

Updated: March 2019

Permalink: https://confluence.wildix.com/x/3QM8AQ



All WBI services are available only with:

  • Premium License

  • Monthly / Yearly / Five year subscription on Per User PBXs (not available on Lifetime PBXs and Per Service PBXs)

More details: manuals.wildix.com/licensing 

Text-to-speech (TTS)

1 Premium license provides 2 hours of service per system. Need more hours? Add more Premium licenses.

Personal Assistant - User status reporting

Personal Assistant is a voice AI (Artificial Intelligence) service that informs callers of your current user status, user status message and duration if available.

What did you have to do previously, to inform callers of your plans and status? Well, you had to record a dedicated Voicemail greeting in case you are busy or unavailable. From now on, everything you need to do is set your user status and specify the status message and the duration period.

Here is how it works:


Supported language: en / en-us

The feature is available for calls from the users of the system and not for the external callers

Caller name pronounced for calls to user's mobility number

This feature is available only starting with WMS 4.0!

Thanks to Wildix Mobility service, in case you receive an incoming call and you do not answer within a specified timeout, you will receive this call also to your mobile phone number. 

To enable Mobility:

  • Make sure that mobile number is present in Collaboration Settings → Personal.
  • Check the box for "Enable mobility with timeout" and specify the timeout in Collaboration Settings → Features

There is only one problem: you will see your company phone number and not the caller name. If you want to know who is calling you:

  • Enable "Mobility Confirmation" option in Collaboration Settings → Features.

Now there is still one problem: a colleague is calling you and you receive a call to your mobile phone; as soon as you answer, you will hear the extension number and not the caller name. Thanks to TTS service, starting from WMS version 4 you no longer have to remember all the extension numbers, because caller name is pronounced for calls to user's mobility number.

Static TTS in Sounds menu

Thanks to Text-to-Speech (TTS) you can generate audio files in different languages from text and save them on your PBX to use it later on in IVRs or in Dialplan.

Just write down your text, select the voice and generate the audio file. You can adjust volume, pitch and pitch. Save the file once you are satisfied with the output and use it in Dialplan when you need it.

Watch the video:


Dynamic TTS in Dialplan

Dynamic TTS feature allows for dynamic generation of interactive voice responses using Text-to-Speech feature in Dialplan and supports the use of variables. Using this feature the audio file is generated dynamically during the execution of the Dialplan application.

Thanks to support of variables, such as ${CALLERID(name)} you can create interactive voice responses, make a query to a Database, execute a script, etc.

Watch the video: 



How-to:

  • It is necessary to first set the language using “Set” application

  • Write a text using “Play sound” / “Play sound and wait for digits” applications

  • To learn more about variables, read the Smart Dialplan guide: Smart Dialplan - use of Custom Applications

  • You can jump to another Dialplan procedure based on TTS result: use “Jump to if” application with Condition "${TTSSTATUS}"!="SUCCESS" ("UNDEFINED"/"FAILURE")

Example of a Dialplan configuration:

Worldwide Phonebook

System-wide feature: 1 Premium license activates the feature per system.


With Worldwide Phonebook caller name lookup service you will always know who is calling you, even if the person is not present in the enterprise phonebooks or is calling from a different phone number.

If a caller is not found in the colleagues phonebook and in the enterprise’s shared phonebooks, the system searches in online resources.


It’s possible to disable the service by adding the Global Dialplan variable EXTCONTACTLOOKUP=no.

Automatic Speech Recognition (ASR) 

1 Premium license provides 2 hours of service per system. Need more hours? Add more Premium licenses.

Supported languages:

WMS 3.88: English (en / en-us)

WMS 4.0: English, Italian, French, German


Make sure the procedure for calling Feature Codes is present in the "Included Procedures" of the Dialplan used for outgoing calls of users (it is present by default in the "Included Procedures" of the "users" Dialplan).

This service is a real human-computer interaction. Thanks to Automatic speech recognition (ASR) callers can interact with the system using just their voices. Very helpful, especially for visually impaired users! Additionally, thanks to this feature, you can start calls from W-AIR Headset by pressing a button and saying the name of the person or the department you wish to call. 

Dial by name via ASR

Automated Attendant invites a caller to say the name of the person he or she is looking for. Callers can interact with the system using voice and decide whether to continue the search or to place a call.

Feature can be called via “Dial by name / Directory” Dialplan application or Feature code “Directory” 82.

Available also for W-AIR Headset (press the Call button when there is no active conversation and say the name).

Feature is enabled by default. To return to the old behavior (entering name via DTMF), use these global Dialplan variables:

  • IVR_ASR (yes / no, default = yes) for Dialplan application
  • IVR_ASR_SERVICES (yes / no, default = yes) for Feature code

DEMO Video: 


Starting from WMS 4.0 you can override the standard audio prompts used in "Dial by name" service via Global Dialplan variable "DIALBYNAME_PROMPT=custom string".

How-to:

  • Go to WMS -> Dialplan -> General Settings -> Set dialplan variable
  • Insert the variable DIALBYNAME_PROMPT=custom string, for example: DIALBYNAME_PROMPT=Please say the first name of the person you wish to call


IVR via ASR with Directory

This feature is available only starting with WMS 4.0!


Speech recognition in Dialplan with Voice control. You can build your own IVR in Dialplan and enable the callers to call people and departments using just your voice.

Documentation: How to configure IVR via ASR with Directory in Dialplan

Demo video:

Configuration tips on how to start calls from W-AIR Headset using Automatic Speech Recognition: read the document W-AIR Headset - User Manual.

Speech To Text (STT)

Voicemail transcription

1 Premium license provides 2 hours of service per system. Need more hours? Add more Premium licenses.

It happens that you are on a meeting and you have no opportunity to listen to an important Voicemail you have just received. From now on you can read Voicemails using Speech To Text service directly in your email and reply easily.


Notes:

  • Feature is enabled by default (can be disabled in WMS Dialplan -> General Settings, “Convert Voicemails to text and send by email”)

  • Language of the caller party who recorded the message is used for transcription

  • Transcripts can be created correctly, only if the corresponding language package is installed on the PBX

  • Limitation: 1 min max for each audio file

Call recording & ubiconf recording transcription (coming later)

*** Coming later! ***

Saving transcripts of all the recorded calls allows for easy lookup of any important information.

In the same way, saving a transcript of a ubiconf conference allows you to prepare a written summary of the meeting within minutes, easily find some important point or topic and know exactly who said what.



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