IVR Collect Audio applet
Overview
The IVR Collect Audio applet collects a recording of a caller's voice and stores the name of the audio location in a specified audio IVR slot. For example, the applet can request that the caller says their account number.
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. (To learn more, see Data Connector applet, Data Router applet and Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet).
Data source name
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'.
Limitations
Voice interaction plan only
You can use this applet in an interaction plan that routes only voice interactions.Update button per section
After making any changes to the applet, you must click the corresponding Update button, or buttons, to save your changes within that section. Changes in other sections are not saved when you click the Update button in another section.Maximum audio size
The combined size of the audio that a caller provides in this and other IVR Collect Audio applets in one call can be a maximum of 25 MB (approximately 25 minutes). Depending on the amount of information you expect callers to provide, you might want to ask them to keep their message brief.
Audio & Routing
Field | Options | Description |
|---|---|---|
Upload audio file of this announcement from your PC | Audio (.wav) file | The audio file that contains the announcement that is played when the call is routed to this applet. The announcement tells the caller what information to provide. 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. |
Following this Announcement next applet is | List of available applets | The applet that the call is routed to after the audio has been completed and any verification steps have been taken. |
No response from the caller
If a caller does not provide a message after the initial announcement is played, the announcement, under the Audio & Routing section, will continue to play.
Validation Options
Field | Options | Description |
|---|---|---|
Validation Required | Select, clear | Determines whether to validate the caller’s provided audio or not. Select Validation Required to verify that audio was provided. |
Upload Validation Announcement | Audio (.wav) file | The audio file that contains the announcement, which is played if the caller provides a message. 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. |
Response Audio
Field | Options | Description |
|---|---|---|
Upload Response Announcement... | Audio (.wav) file | The audio file that contains the announcement is played after the caller responds. The announcement must include:
Click Choose File to launch an Open dialog box. Select the audio file you want to use for the announcement. Replace recording behavior If a caller replies with option 2, replace their recording, the initial announcement under Audio & Routing will play again. The caller will be taken through all audio and steps again. For information about the format of the audio file, see Recording and preparing audio used in applets. |
No response from the caller
If the caller does reply to the response audio, the following audio will continue to play:
Validation Announcement.
Caller audio response.
Response Announcement.
Data Collection Settings
Field | Options | Description |
|---|---|---|
Final Silence | 1-20 | The number of seconds to wait after a caller has finished speaking before playing the next announcement or continuing to the next applet. |
Slot | List of available audio IVR slots | The audio IVR slot in which the applet must store the audio that the caller provides. |