Contents
- Introduction
- Scenario Builder Application
- Scenario Blocks
- Accept
- Add to Calling List
- Answer
- Attached Data
- 1 Collect Digits
- Comment
- Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Exit
- Fetch URL
- Find Agent
- Get Next Record
- Get Statistics
- Get User Configuration
- Goto
- If
- Internal Message
- Log
- Menu
- Play Prompt
- Record
- Request Callback
- Request Input
- Request Skill or Service
- RightNow Create Object
- RightNow Screen Pop
- RightNow Search
- RightNow Select Account
- RightNow Update
- Salesforce.com Delete
- Salesforce.com Insert
- Salesforce.com Screenpop
- Salesforce.com Search
- Salesforce.com Update
- Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- Set Agent State
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Voicemail
- Wait
- Web Screen Pop
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update
- Variables and Expressions
- Voice Segment Types
- Scenario Example
Collect Digits
This block prompts caller to input a string of digits using the phone keypad and collects the digits. More specifically:
- The block plays a prompt requesting digit input and waits for input.
- If the user does not start the input (does not enter the first DTMF digit) before the Timeout Before First Digit expires, the block plays a short version of the main prompt (e.g., We did not receive a valid entry, please try again…) and awaits input again. This is repeated up to the number of attempts configured in the Retries field. If the specified Retries count is exceeded, the block exits via conditional exit No Input.
- The caller enters the digits using the phone keypad.
- The input is complete when the caller either enters the specified Max Number of Digits, or enters the Finish Input button (usually #), or interrupts the input for the specified Timeout Between Digits.
- The input can be started over by entering the specified Clear Input digit (usually *), if necessary.
- Upon completion, the block saves the entered digits as a scenario variable with the specified name.
Conditional Exits
- No Input - The block did not receive any input from the caller after repeating the Short version of main prompt for the number of times set in the Retries field.
- Aborted - The caller aborted input by pressing the Abort input digit.
Prompts
- Prompt to play (main prompt) - The initial prompt that instructs the caller to input data. Mandatory.
- Short version of main prompt to play after timeout - The prompt that will be played when the Timeout Before First Digit is Dialed expires. Optional, by default Prompt to play will play.
Settings
Title text - The name of the block instance.
Max number of digits to expect - The maximum number of digits to expect. Leave this field empty if the number of digits may vary.
Finish input button - The digit the caller enters to indicate the input is complete. Most voice scenarios use the pound sign (#) as this indicator. If you specify a finish input button, notify the customer about it during the Main Prompt. If the expected input has a fixed length, set this parameter to None and specify Max number of digits to expect. If this parameter is set to None, the scenario will use the Max number of digits to expect and Timeout Between Digits to determine when the caller completes the input.
Name of the variable to store the result - The name for the scenario variable in which the entered digits will be stored.
Retries - The number of times this block attempts to execute before the scenario moves to the next building block. Enter 1, or leave this field blank if you only want the block to attempt to execute one time.
Clear input digit - The key the caller presses to reset input to empty string. This is useful when callers must enter long numbers. If you specify a Clear Input Digit, tell the customer about it during the Main Prompt (e.g., If you make a mistake, press the star key).
Abort input digit - The digit the caller enters to clear all previously entered digits and abort the input. If you specify an abort input digit, tell the customer about it during the Main Prompt. If the caller presses the abort digit, the block will not perform validation (even if it is specified) and will immediately exit.
Timeout Before First Digit is Dialed - The number of seconds the Scenario waits for the caller to start entering input before playing the Short version of main prompt.
Timeout Between Digits - The number of seconds the scenario will wait for the next digit before input is considered completed.