If you select the
Accept just '*' or
Accept just '#' setting, it means just that. The Collect Input action expects just a * or just a #no other DTMF.
So, if you want to put together a variable which contains a * or # along with DTMF you need two separate Collect Input actions, each with its own variable, then concatenate the two into one with an Update Data action.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 08-26-2020 05:37
From: Luca Assandro
Subject: Architect - Collect Input Action specials keys
The problem is that when you press "*" key, the other dtmf are not stored in result variable, cause the flow is exit on fail branch, I will try with a loop of collect input at 1 digit
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Luca Assandro
Lutech S.p.A.
Original Message:
Sent: 08-13-2020 11:09
From: Robert Wakefield-Carl
Subject: Architect - Collect Input Action specials keys
The Accept Just will take the failure route, and you can decide at that point if you want to retry or move on. When you have that, I found it is best if you use the terminating digit as well instead of just the number of digits.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 08-13-2020 05:58
From: Luca Assandro
Subject: Architect - Collect Input Action specials keys
Hi Robert,
In collect input action now there are "Accept just '*'" and "Accept just '#'" flags, that from documentation allow the caller digit * and # without to take the fault branch, nut from our tests they don't work, if the flags are selected the call tooks alway fault branch. Is this functionality enabled or not yet?
Thanks
Luca
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Luca Assandro
Lutech S.p.A.
Original Message:
Sent: 03-16-2020 12:22
From: Robert Wakefield-Carl
Subject: Architect - Collect Input Action specials keys
As Rebecca said, the functionality is on the roadmap for an after call action. I would suspect 3rd Q for that that, but nothing firm.
Other options are:
- Write a web service that monitors a queue or multiple queues for disconnects and then looks for no agent connection. If NOT_SET or SYSTEM, then act on it.
- Use API to export interactions with a queue but no user set and then act on them.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-20-2017 13:02
From: Ana Laia
Subject: Architect - Collect Input Action specials keys
Hi everyone.
I have a question related to "Collect Input" action and specials keys "*" and "#".
I noticed that when I press one of these keys, the flow takes the Failure path and the input variable is "NOT_SET".
On our IVR, we need to distinguish when a customer presses this kind of keys and when he/she does not press a key (which also redirect the flow to the Failure path and the input variable is "NOT_SET").
Is there any way of distinguish these two situations?
Thank you in advance.
Ana Laia