Workflow Action: IVR Gather Input On Call
Overview
The Gather Input On Call action in Stack enables you to collect inputs from callers using their phone keypad. This is particularly useful in Interactive Voice Response (IVR) systems, where callers are prompted to press keys to make selections. For example, you might use this feature to automate responses like "Press 1 to speak to support" or "Press 2 to leave a message," allowing the system to proceed based on the caller's input.
Action Details
How to Configure
- Action Name: Assign a descriptive name to this IVR input gathering action.
- Say or Play Message: Decide whether to use text-to-speech to say a message or to play a pre-recorded audio file.
- Text to Say: If using text-to-speech, input the message to be played (e.g., "Press 1 for support").
- Language: Choose the language for the text-to-speech message.
- Message Voice: Select the voice type for the text-to-speech message, either "Man" or "Woman".
- Number of Loops: Specify how many times the message should be repeated before proceeding.
- Advanced Settings:
- Stop Gathering After (Seconds): Set a timeout in seconds after which input gathering will stop.
- Stop Gathering After (Digits): Define the number of digits to collect before stopping input collection.
- Stop Gathering on Key Press: Enable this option to stop gathering input as soon as a key is pressed.
- Match Conditions: Create branches based on the caller’s input. For instance:
- Branch 1: Press "1" for Support
- Branch 2: Press "2" for Sales
Field Descriptions
| Field Name | Description | Mandatory |
|---|---|---|
| Action Name | Provide the name of the action. | Yes |
| Say or Play Message | Choose whether to say a message or play a pre-recorded audio file. | Yes |
| Text to Say | If "Say a message" is selected, input the text to be said to the caller. | Yes |
| Language | Select the language in which the message should be spoken. | Yes |
| Message Voice | Choose between male or female voice. | Yes |
| Number of Loops | Select the number of times the message should be played or repeated. | Yes |
| Stop Gathering After (Seconds) | Set the duration (in seconds) after which the gathering stops. | Yes |
| Stop Gathering After (Digits) | Specify how many digits to collect before stopping input collection. | No |
| Stop Gathering on Key Press | Enable this to stop gathering input once a key is pressed. | No |
| Match Conditions | Option to define branches based on key press values. | Yes |
Example
Scenario: Collecting input from a caller for a bank's IVR system.
- Message: "Press 1 to hear your bank statement, Press 2 to connect with an agent, or Press 3 to exit."
- Key Presses:
- Pressing "1" directs the user to a branch that reads their bank statement.
- Pressing "2" connects the caller to a customer support agent.
- Pressing "3" terminates the call after thanking the customer.