Service Desk

Information Technology Services

Automated Operator 756-1111


Cal Poly’s Automated Operator utilizes an automated speech attendant with speech recognition capabilities. This automated service complements the Cal Poly Operator in call routing during non-working hours or when they are assisting other callers.

The Automated Operator provides twenty-four hour directory assistance and replaces the need for a printed directory.

Auto-attendant

An auto attendant is the part of an interactive voice response (IVR) system that routes incoming telephone calls based on specific selections or information provided by the caller. When speech recognition software is installed, the auto speech attendant has the ability to recognize the human voice and route calls based on the caller speaking the necessary information.

The auto attendant is a computer software that accesses information from the various sources. As long as the appropriate contact information is listed in Cal Poly Directory Information Channel, the automated speech attendant can effectively route calls to their destination.

The Automated Operator is a dynamic system and it may be possible that the system could mispronounce a name, not recognize a name or department, or incorrectly route a call to the wrong number. In these rare instances, users can contact the ITS Service Desk to report the problem. Calls will be routed based on the primary office phone number listed in the individual's online directory entry.

Please review your contact information for accuracy in the Cal Poly Directory Information Channel. Your Department Telephone Coordinator is responsible for maintaining the information in the Cal Poly Directory Information Channel.

Best Practices

  1. Speak naturally and avoid using extra words such as "please" "could I speak to", etc.
  2. Remember to speak at your normal volume and at a normal pace. The technology is less effective when speaking at a high level or speaking abnormally slow.
  3. Try to avoid using your speakerphone due to background noise. Cell phones are supported but have the same challenges.
  4. The automated speech attendant emulates the conversation you might have with an operator, so if the system does not understand what you've asked on the first try, it will ask additional questions, for example, "repeat the last name".

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