In our case we really are looking for the option to get the name pronunciation correct. We are working around it by guiding the agent by writing names how they sound (e.g. Shalin pr as Chaleene or Gerico pr as Jericho or Kopke pr as Cop Key.) The trouble is the agent also reads the name on the extension, which is correctly spelled. Then it reverts to that pronunciation or it gets confused and makes something up that is similar but even more wrong.

A simple idea is a key word or a symbol that over-rides referencing the extension correctly spelled name. So if we write If the caller asks for Reception, Administration or 'Chaleene'. Here I am using the single quotes to inform the agent that this is the ONLY way it should listen for this name and not refer back to the registered name. Or on the Extension definition have a check box that prevents the agent from reading the name and thus forces the phonetically altered name to be used. Either way, the idea is to remove the conflicting spellings to guide the agent to one source of the truth we wish it to be.

Our AIR system has an issue trying to explain numbers when speaking. For example if we ask a question regarding a phone number or to give some pricing then the AI has issues giving a proper response and slurs the response.