Managing a Site > Operator Management > Operators

Overview

Operators can be added manually, one by one (standard "Add operator"), or by importing files containing operator lists (see Importing Operators). The operators you want to add require operator groups to include them in. So, make sure to create them beforehand. For more information, see Creating an Operator Group.

Standard "Add Operator"

Step-by-step

1. Click Operators Button (in the Control Panel section) and, in the resulting row below, select Operators Sub Module Button to open the "Operators" page.

Operators Page

2. Click to open the "New Operator" page.

New Operator Prop Tab Edit

3. The "New Operator " page is on "edit mode" and opens, by default, in the "Properties" tab. Fill in the mandatory fields (marked with an asterisk) and, if required, the remaining fields.

Operator ID *	Enter the operator's identification number in the account.
Reference Code	Enter the customer's internal operator identification reference.
Operator Group *	Select the operator group that will include the newly added operator.
First Name	Enter the operator's first name.
Last Name	Enter the operator's last name.
Short Name	If required, define an alternative name to identify the operator.
Gender	Select the operator's gender.
Language	Select the language to be used by the operator in the application.
Info 1 > 5	These field labels can be customized (their designation can be modified according to the information they are supposed to retrieve). Enter the requested information. See "Editing Site Details" - Custom Field Labels tab.
Notes	If required, enter any relevant information regarding the operator.

4. Go to the "Access rights" tab.

New Operator Access Rights Tab

5. Fill in the mandatory fields (marked with an asterisk) and, if required, the remaining fields.

Role *	Select the role of the new operator from the available options in the drop-down list.
Password	Enter a password for the new user to access the system.
Access Dates	Define the period of time the operator will have access to the file repository. Select a beginning and an ending date by clicking the corresponding and selecting a date.
Authorized Device	As an option, assign a particular device to the new user. Click to select a device. See Detail of the "Select Device" window below.

Detail of Select Device window

Select a Device Window

Click , in the "authorized device" option, to open the "Select Device" window.

Select the device by checking the corresponding and clicking .

If required, use the or the drop-down list with the available device groups to filter the displayed information.

6. Go to the "Speech In/Out" tab.

New Operator Speech In Out Tab

7. If you do not want to provide Voice attributes to the new operator, go to step 11 to conclude the operation.

If the new operator is to have Voice attributes, check the "Voice attributes" option. This activates other options and enables a new tab (the "Advanced Voice Settings" tab).

New Operator Speech In Out Tab Advanced

If the previously selected operator group includes voice attributes (see Operator Group Details), those parameters will be applied to the new operator, meaning, you will have automatic access to all the options in the "Speech In/Out" and "Advanced Voice Settings" tabs with the values filled in. This allows you to skip to step 11.

8. Fill in the provided Voice parameter options (the fields marked with an asterisk are mandatory).

Spoken Name	Enter the name that will be prompted to the operator in the voice dialog (ex: the welcome message).
Speech In Language *	Select the language the operator will use to interact with the voice application.
Speech Out Language *	Select the language the operator will hear from the voice device.
Speech in Accent	Select the accent file that will store the fine tuning of voice recognition. The drop-down list displays the accent files added in the "Voice" tab included in the "Site Details" page. See "Site Details" - Voice tab.
TTS Speed	Define the speed to be used by the TTS (text to Speech) engine. Enter a number in the box.
TTS Volume	Define the speech volume to be used by the TTS (text to Speech) engine in the corresponding box. The TTS Volume parameter only affects the Synthesizer channel.
Global Volume	The Global Volume parameter sets the volume of all channels (recognition/rejection beep, application beep, TTS, wave player, etc.). Define the global audio volume for the voice device in the corresponding box.
Accepted Speech Beep	Check this option to enable a success/confirmation beep.
Rejected Speech Beep	Check this option to enable an unsuccessful/rejection beep.

9. Go to the "Advanced Voice Settings" tab.

New Operator Advanced Voice Settings Tab

10. If necessary, fill in the following advanced Voice parameters.

Technical Profile

Select a technical profile from the drop-down list. The drop-down list displays the technical profile files added in the "Voice" tab included in the "Site Details" page.

See "Site Details" - Voice tab.

Voice Type

Select a voice type from the drop-down list (Auto, Neutral, Male, Female or Child). For most cases, the default value (Auto) is preferred but you can select a more appropriate voice type for the operator. Defining the wrong voice type for the operator will affect speech recognition quality.

Speech Sensitivity

Define the Speech Sensitivity value in the corresponding box (available values from -3 to +3).

To help you define the value, consider the following:

•	A high speech sensitivity helps detect a low energy speech (operator with a soft voice) but it increases the risk of noise processing.

•	A low speech sensitivity reduces the risk of noise processing but requires a high energy speech (operator must speak loud and clear) for a good detection.

Ex: For operators with a loud and clear voice, define a speech sensitivity value of -1 or -2.

Note that some words start with low energy (ex: words with an initial "sh" sound) which means they might not be detected if the speech sensitivity value is too low.

Recognizer Sensitivity

Define the Recognizer Sensitivity value in the corresponding box (available values from -3 to +3).

Consider the following when defining the Recognizer Sensitivity value:

•	The operator's speech level (a good speech -high energy/loud and clear word pronunciation OR a poor speech -low energy and bad word pronunciation).

•	The operator's environment and possible interference from background noise.

Ex: Too low recognizer sensitivity dismisses background noise but does NOT accept an operator's "poor" speech.

Possible settings based on general considerations:

Operator Speech Output	Recognizer Sensitivity Value
People who do NOT complain about repetitions	0
non-native speakers	+1
native speakers	-1

Fine tuning suggestions:

Operator Complaints

Value Corrections

For operators that are fine with recognition (low repetition) but have complaints about insertion.

Reduce the Recognizer Sensitivity value: from -1 to -3.

Reduce Speech Sensitivity (a -1 or -2 value) unless the operator has a low energy speech.

For operators with complaints about repetition.

Increase the Recognizer Sensitivity value: from +1 to +2.

Increase Speech Sensitivity (a +1 or +2 value), if the operator has a low energy speech.

Log Level

Define the level of voice logging. (1 = enabled, 0 = disabled. The other levels are not supported, at the moment.)

Log until

Click to select the end date for generating logs.

Adaptation Status

This field is NOT editable. Its content depends on the optional voice adaptation performed by the operator. See The Adaptation Process.

Adaptation Date

This field is NOT editable. Its content depends on the optional voice adaptation performed by the operator. See The Adaptation Process.

11. Click to complete the adding of a new operator.

If an error message appears, check Possible Error Message(s) below.

Possible Error Message(s)

Occurrence: When clicking to conclude the operation.

Cause: The operator limit for the account has been reached.

Action: Remove or disable (change operator profile status to "Disabled") enough operators to allow you to add the required operator profiles.

Adding an Operator

Adding an Operator