Solutions Technology Resources About Call Us! 855-240-8000 Client Access FAQS AND GLOSSARY Find the meaning of a term in our glossary. View Glossary Tutorials and Videos Do you have tutorial videos? Support/Maintenance How do I contact technical support for problems with my application setup? If I have a technical issue that requires discussion with Genesys/Nuance, what is MTI’s process to help me resolve the problem? What are your normal and emergency maintenance procedures and proposed schedule for normal maintenance? How do I get support for my application? Platform/Network/Systems What type of information is saved in the platform log files? What network carriers do you support? What is your strategy for handling on-demand call volume increases? What is the underlying telephony hardware of your Genesys platforms? What in-network routing/transfer features do you support? What can cause a call to be rejected by your platform? What ASR and TTS engines do you support? Is the SIP protocol available? Please describe your ability to continue processing transactions in the event of a single site failure ? Please describe how you have implemented your system redundancy? How will I know when MTI’s platforms will be upgraded? How often does MTI conduct full cycle testing of its redundant systems? How much volume can MTI handle during normal business hours? How do you ensure sufficient capacity for all your customers during times of unexpected demand? How do I know what version of the Genesys software is running on a platform? How are your test, admin, database and production environments configured, to keep them completely independent of each other? How are your data centers distributed geographically? Have you done any integration with third party enterprise database systems sitting in a different data center? Does MTI support SMS/Text messaging? Do you provide access to alarms and messages about issues that affect the performance of the application? Do you provide a development environment in addition to a live production environment? Do you have any software layer around Genesys or do you completely expose the system to hosting clients? Describe your fire suppression system. Describe how your platforms support remote monitoring and administration capabilities. Describe how you perform load balancing across your platforms. Briefly describe your facility’s physical security. Beyond physical security, what additional security protocols and processes are in place? Application/Development Where can I find additional tutorials and documentation related to VoiceXML and the Genesys platform? Where can I learn about designing a good voice interface? Where can I get information about the VoiceXML standard? Where can I find references for VXML application design? What tools are available to help me? What Nuance Open Speech Dialogue Modules (OSDM’S) are supported? What is VoiceXML? What is Voice Printing / Speaker Verification / Biometrics? What are OSDM’s? What are ECR numbers? Is Voice Printing / Speaker Verification / Biometrics technology available? Is there a separate caching server? Is there a good tutorial to get me started? Is the DOCTYPE tag supported in the grammar files? Is Spanish TTS Supported? Is it possible to speed up or slow down the rate at which the TTS engine speaks? Is German TTS Supported? How long does it take to provision a line? How do you indicate what ASR or TTS you wanted to use? How do you handle outbound calling? How do I turn barge-in on and off? How do I set the incomplete_timout parameter within an OSDM ? How do I link my URL to a DNIS? How do I get a number to test my application on the MTI staging platform? How do I control thresholds for recognition? How do I alter the pronunciaton of a word as spoken by the TTS engine using a User Dictionary? How can the application speak system prompts (i.e., dates, times, amounts, etc.) in the proper, extended format ? How can I find out what is happening with my application? Does MTI support the use of User Defined Dictionaries? Does MTI support routing based on the point of origin of the call? Do you support speaker verification? Do any of your applications integrate with any other CTI applications or call center apps? Can I use DTD or XML schemas in production? Can I specify only a file for a URL? Are there any restrictions on the size of the application data or bandwidth usage? Are there any environment-specific programming limitations or requirements? Are OSDM’s supported at MTI? Administrative/Account Management What services are available from MTI? How do you present your bills with proof of minutes, etc.? How do I get my application hosted at MTI? For over 35 years, MTI has specialized in providing communication solutions. We embrace innovation, creativity, and initiative, which allows us to provide our customers with reliable, trusted, self-service automation in today’s ever-changing environments. MTI’s solutions use automation to improve the customer experience while lowering telephony and infrastructure costs and increasing ROI. Solutions Inbound IVR Outbound IVR SMS Services Professional Services Other Services Solutions By Industry For Developers Technology Our Platform Our APIs Resources FAQs and Glossary Outbound Calling API SMS API Video Tutorials IVR Case Studies About MTI Management News and Blogs Careers Contact Us Terms & Conditions © 2021, Message Technologies, Inc.