In this paper we describe our solutions to the problems faced
in building the fully featured auto-attendant application that
currently provides telephone access to approximately 50,000
Microsoft employees. The paper focuses on issues that the
application developer can address directly. Some of the
problems tackled in building the grammar include the handling
of homonyms, several people with the same name, and data
requiring name normalization. Our voice UI helped with
this high perplexity task by providing multiple ways to specify
the required employee, including spelling their email
address or selecting them from a list of employees. Over 70%
of the calls analyzed were successfully completed. The system
was built using the Microsoft Speech Application SDK and
runs on the Microsoft Speech Server 2004.