|
Gathers information from a contact via DTMF. |
Supported Script Types
|
| Phone |
Properties
- Variable
- The name of the variable chosen to hold the variable value
- MaxDigits
- Sets the maximum number of DTMF tones the system will detect. Any DTMF tones beyond the maximum amount will not be stored.
- Terminator
- A specific DTMF tone used to complete an input sequence from the contact, for example, their account number, date of birth, and so on. This value defaults to a pound sign (#).
- Timeout
- Number of seconds CAPTURE waits to detect any DTMF tone from a contact.
- InterDigitTimeout
- Number of seconds CAPTURE waits to detect another DTMF tone after a DTMF tone has already been detected.
Branches
- Default
- The branch the script will take if a different outcome branch is not defined.
- OnTerminator
- This branch will be followed when the contact pressed the designated terminator on their keypad.
- OnMaxDigits
- This branch will be followed when the number of DTMF tones captured matches the value set in MaxDigits.
- OnTimeout
- This branch will be followed if no DTMF tone is detected and the Timeout seconds have expired. For example, if the Timeout property is set to 10 seconds, but the contact does not press a button on their keypad, the script will take this branch after 10 seconds.
- OnInterDigitTimeout
- This branch will be followed if the InterDigitTimeout seconds have expired after a DTMF tone has been detected. For example, if the InterDigitTimeout property is set to three seconds, and the contact presses '1' on their keypad, if they do not press another button within three seconds, the contact will follow this branch.
Tips and Tricks
- It is possible for the contact to press digits before a CAPTURE has been executed, such as while listening to a voice prompt. These digits are saved in a digit buffer and will be included as soon as capture is triggered.
- To clear the digit buffer before issuing CAPTURE, issue another CAPTURE first with the Timeout property set to zero.
Email Script Example Using ATTACH
In this example, the script requests an agent while the contact is in queue. During that time, music plays. If the contact presses any digit (DTMF tone) on their keypad while the music is playing, the contact will follow the digit branch to the CAPTURE action. The CAPTURE action assigns the stored DTMF tone as the value of the user-defined variable in the CAPTURE action. In this case, the variable is named CallbackReq. Then, the IF action checks the variable value and uses an expression (CallbackReq=1) to determine whether to follow the TRUE or FALSE branch. If TRUE, the contact proceeds to the PLAY action and a subsequent callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue.. If FALSE, music will continue to play for another 30 seconds.
Would you like to download this script?
