I have a question related to the use of “System Prompts” on Architect.
I know that we can override the audio of these prompts, and that they are used on functions like ToAudioNumber or ToAudioDate.
At our contact center we will use our own voice prompts (in Portuguese), and we will use this kind of functions.
Therefore, my question is:
Is there a way to automatically upload or override the System prompts with our voice prompts? Or will we have to upload each prompt individually?
I took a look and tried to import and override some system prompts (in Portuguese) with success. However I have a question.
On our IVR, we are planning to use “ToAudioDate”, “ToAudioNumber” and “ToAudioNumberOrdinal” functions. Therefore, we need to know which “System prompts” should be overridden.
Can you tell me where I can get this information?
For instance, I think it should be overridden “system prompts” like “num_1”, “num_2” in order to use “ToAudioNumber” function, but I’m afraid that I can be missing other “system prompts” that are needed to use this function.
For ToAudioNumberOrdinal:
On the system prompts page put "num_10_ordinal" in the filter box. I will explain using the number 10 as an example, you will need to repeat this for every number. These are the results you will see
num_10_ordinal
num_10_ordinal_article
num_10_ordinal_feminine
num_10_ordinal_masculine
num_10_ordinal_neuter
num_10_ordinal_plural_feminine
num_10_ordinal_plural_masculine
num_10_ordinal_singular_feminine
num_10_ordinal_singular_masculine
Not all of these will need to be overridden, just the ones that Portuguese will use. I don't speak Portuguese so the way I would figure that out is by looking at each one to see if there is a default recording. It looks like the only ones with recordings are num_10_ordinal, num_10_ordinal_feminine, and num_10_masculine so you need to override those 3.
For ToAudioNumber:
This is the the function that uses the num_1, num_2, etc prompts.
Search for num_1_ (I'm not searching for just num_1 b/c the search returns lots of prompts that begin with that, i.e. num_10, num_100). You can ignore any of the _ordinal prompts b/c they aren't used for ToAudioNumber. So you see
num_1_article
num_1_feminine
num_1_masculine
num_1_neuter
As above, you will only need to override the ones that already have recordings.
There are a few more prompts used by this function. Override num_negative, num_oh, & num_point. Also search for "hundred", "thousand", "million",& "billion" & override whatever is necessary.
For ToAudioDate:
Same process as above, filter by "day", "month", & "year".
If you plan to use ToAudioDateTime, also search for "time". Many of the results will have already been overridden but there are some additional prompts like time_am and the minute/hour/seconds prompts.
I have one addition to my previous answer. For ToAudioNumberOrdinal you will want to override some of the num_X system prompts. For ordinal numbers that don't have a system prompt, ToAudioNumberOrdinal will concatenate the necessary prompts to build the number. For example, ToAudioNumberOrdinal(63) will play num_60 following by num_3_ordinal.
I noticed that there are the prompts “conjunctive_and”, “preposition_de” and “plus”. Are these prompts also used on ToAudioDate/ ToAudioNumber/ToAudioNumberOrdinal?
Finally, just to be ensure of this:
If we don’t use a specific voice genre on these functions, can we assume that we don’t need to override prompts like "_ feminine” or "_masculine”? (only override the ones that don’t have these suffixes).
"conjuctive_and" does get used, for example ToAudioNumber(201) plays num_200 +conjuctive_and + num_1.
"preposition_de" get used, for example ToAudioDate(MakeDateTime(1974, 4, 26)) plays daysofweek_friday +num_26 + month_of_april + preposition_de + num_1000 + num_900 + num_74.
I'm uncertain when the "plus" prompt is used but the best advice I can give is to override a prompt even if you aren't completely sure if it will be used. This will guarantee a consistent voice for your prompts. Architect will use the default recording of a system prompt unless you give it an override, and since expressions are calculated on the fly during a call, it can't tell you which prompts are going to be used when you're looking at the flow.
_feminine and _masculine don't mean a woman or man's voice is being used. In some languages nouns have a gender so so when you say "2nd X" there are multiple words for 2nd depending on whether X is a feminine or masculine word.
pt-BR looks to default to masculine when no context is specified, so ToAudioNumberOrdinal(2) plays num_2_ordinal_masculine instead of num_2_ordinal. To figure out which prompts are used in cases like this, override all the num_2_ordinal* prompts in the language of the flow with recordings (if you won't be able to tell the difference between them use recordings of random phrases like "hello" "goodbye" "pizza" etc) and call the flow to see which one was played. Then you know which ones need to be overridden. FYI, just make sure you do this at a time when there are no active callers that would be in a flow that used those system prompts or they'll hear your nonsense.
