Collect Input applet

You can use the Collect input applet to ask the contact for information during a call- or message-based interaction. When configured, the applet plays an audio file or displays a text containing a prompt. This prompt asks the contact for a specific input, e.g. the order number or the contact's surname. The contact can use their key pad to provide the input and the system saves their input in a data source for later use during the interaction.

The Collect Input applet collects a string of digits or characters in an IVR slot that a contact provides using their telephone key pad. The applet stores this string in the specified digit string IVR Slot.

For example, you might ask a user to provide their account number using their key pad. The applet collects this information.

When you store a value in an IVR slot, the value is also stored as a data source. The Data Connector, Data Announcer, Data Router, ACD, and UCD applets can then use the data source. The name of the data source is the friendly name of the IVR slot, prefixed with 'IVRSlot|'. For example, if an IVR slot has a friendly name of 'StockPrice', the corresponding data source value is called 'IVRSlot|StockPrice'.

Interaction plan for calls

Standard options

Field	Options	Description
Input prompt audio file	Audio (.wav) file	The audio file that contains the prompt that is played when the call is routed to this applet. The prompt tells the caller what information to provide using their telephone keypad. Click Choose File to launch an Open dialog box. Select the audio file you want to use for the prompt. For information about the format of the audio file, see Recording and preparing audio used in applets. If you have uploaded an audio file, you cannot delete it. You can only replace it with a different file.
Input prompt alternative text	Text	If you do not provide an audio file, you can type text that Vonage Contact Center converts to speech. The speech is played when the call is routed to this applet.
Maximum number of digits to collect	Number	The maximum number of digits that the caller can provide. When the caller has pressed the correct number of digits, the call routes to the next applet. Type the maximum number of digits that you want the applet to collect. If the caller provides fewer than the maximum number of digits, they should press the pound key (#) to indicate that they have finished providing information. We recommend that you inform your caller of this in the input prompt.
Collect to data source?	Check box	Determines whether to collect the provided digits in a data source or in an IVR slot. Select the Collect to data source? checkbox to store the provided digits a data source for the duration of the call. Type the name of the data source in the Destination field. Clear the Collect to data source? checkbox to store the provided digits in an IVR slot. Select the destination IVR slot in the Destination field. The digits will be available in IVR Data Collector for 30 days.
Destination	List of available IVR slots OR a text box	If you select the Collect to data source? checkbox, type the name of the data source that you want to store the provided digits in. If you clear the Collect to data source? checkbox, select the IVR slot that you want to store the provided digits in.
Next applet after digits collected	List of available applets	The applet that the call is routed to after the announcement is played.

No Input Options

Field	Options	Description
Maximum input prompts	Maximum or 1-10	If the caller does not provide any information using their telephone key pad, the applet plays the input prompt again. The Maximum input prompts is the maximum number of times that the applet replays the input prompt after no input. The maximum number of times that the applet replays the input prompt after no input. Maximum value The maximum value of Maximum input prompts is 20. Select the maximum number of times (1-10 or Maximum) that the input prompt should be played.
Next applet after maximum input prompts	List of available applets	The applet that the call is routed if the input prompt has been played the maximum number of times.

Confirmation Options

Field	Options	Description
Confirmation prompt?	Check box	Determines whether or not the caller should confirm that they have provided the correct digits.
Playback audio file	Audio (.wav) file	The audio file containing the announcement that is played if the supervisor wants the caller to confirm their input. Click Choose File to launch an Open dialog box. Select the audio file you want to use for the announcement. For information about the format of the audio file, see Recording and preparing audio used in applets. If you do not provide audio or alternative text, the default audio is played.
Playback alternative text	String	If you do not provide an audio file, you can type text that Vonage Contact Center converts to speech. The speech is played if the supervisor wants the caller to confirm their input.
Confirmation prompt audio	Audio (.wav) file	The audio file that contains the prompt that is played when the digit string that the caller provides is valid, or not validated. The prompt should tell the caller to press 1 to accept the information they provide, or 2 to re-enter the information. Click Choose File to launch an Open dialog box. Select the audio file you want to use for the announcement. For information about the format of the audio file, see Recording and preparing audio used in applets. If you do not provide audio or alternative text, the default audio is played.
Confirmation prompt alternative text	String	If you do not provide an audio file, you can type text that Vonage Contact Center converts to speech. The speech is played when the digit string that the caller provides is valid, or not validated.

Interaction plan for messages

Standard options

Field	Options	Description
Input prompt	Text	The text containing the prompt displayed to the contact when the interaction is routed to the Collect input applet. The prompt asks the contact for information, and the contact can provide it using their telephone keypad.
Maximum number of characters to collect	Number	The maximum number of characters in the contact's text response. Any input exceeding this limit is automatically truncated. If the contact provides fewer than the maximum number of characters, they should press the pound key (#) to indicate that they have finished providing information. We recommend that you inform your contact of this in the input prompt.
Destination	Data source	The data source where the collected text input is stored for later use in the flow.
Next applet after digits collected	List of available applets	The applet that the interaction is routed to after the prompt is displayed.

No Input Options

Field

Options

Description

Maximum input prompts

Maximum or 1-10

Number of times the system will display the input prompt when no response is received.

Maximum value

The maximum value of Maximum input prompts is 20.

Wait time

Day-based timestamp

The amount of time the applet will wait for a contact's response before retrying or timing out. The maximum wait time is 28 days.

Use the following format: Days:Hours:Minutes:Seconds.

Next applet after maximum input prompts

List of available applets

The applet the interaction is routed to when the contact does not respond after the maximum number of prompts or the timeout expires.

Confirmation Options

Field	Options	Description
Confirmation prompt?	Check box	Determines whether or not the contact should confirm that they have provided the correct input.
Playback prompt	Text	The text prompt displaying the input back to the contact, giving them a chance to double-check it.
Confirmation prompt	Text	The text prompt asking the user to confirm their input. before proceeding.