Workflow Action: Play and Collect Digits Component

Workflow Action: Play and Collect Digits Component

Overview

The Play and Collect Digits component is used to play a prompt and accept digits entered by the caller.

This component will need to be followed by other components that contain a condition type to tell the system what to do when the specified options are selected, as well as any invalid options that might be selected.

The digits entered will be stored in the variable workitem.digits

Configuration Options

Name The name assigned to this component
Description Enter a description for the component
Condition Type If the condition returns true, then the Action will be performed. If condition returns false, then the Action will not be performed. If there is no condition specified, the Action will always be performed.
Loop Select from the dropdown the amount of times the prompt should play.
Number of Digits Select from the dropdown the maximum number of digits the caller is expected to enter.
Prompt Select from the dropdown the prompt that will be played to the caller.
Termination Key Select from the dropdown which key the caller should enter if they are entering less than the maximum number of digits specified.
Timeout Enter the number of seconds the system should pause for the caller to enter the digits before continuing in the workflow.

A sample of this component could be:
If you would like to have a menu that asks the caller to enter ‘1’ for Sales or ‘2’ for Support, it could be setup as follows:

Set Condition Type to: None if you want the menu to always play
Set Loop to: 1
Set Number of Digits to: 1
Select the prompt from the dropdown, that was previously uploaded, to play the message: ‘Press 1 for sales or 2 for support.’
Set the Termination Key to: #
Set the Timeout to 5 This will allow the caller to have 5 seconds to select the option

The components that will follow under the Play and Collect Digits component would have a Condition Type as follows:

Expression: workitem.digits == ‘1’ to handle the option for Sales

  • workitem.digit would be entered in the first field
  • ‘==’ would be selected from the dropdown
  • ‘1’ would be entered in the last field

OR

Expression: workitem.digits == ‘2’ to handle the option for Support

  • workitem.digit would be entered in the first field
  • ‘==’ would be selected from the dropdown
  • ‘2’ would be entered in the last field

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