Genesys Cloud (formerly PureCloud)

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IVR Character capture

  • 1.  IVR Character capture

    Posted 12 days ago
    We are wanting customers to be able to enter characters as well as numerics as part of an IVR response capture
    Is it possible to enter Characters as part of the IVR in Genesys Cloud?
    Have read that in other examples a character can be entered such as for the character T it would be *81 or E *32
    Bruce
    #ArchitectureandDesign

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    Bruce Anderson
    NZ Transport Agency
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  • 2.  RE: IVR Character capture

    GCAP Member
    Posted 12 days ago
    Hi Bruce
    not sure if I understood correctly... on CED action *not the standard menu(, you can define the 2 or more digits for a letter and then assign it to a variable and then make a logic out of it.

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    Gennaro Montanino
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  • 3.  RE: IVR Character capture

    Posted 11 days ago
    Thank you for responding Gennaro.
    We are wanting a customer to be able to enter a alpha character using their phone keypad while responding to an instruction in the IVR. What is the best method for the customer to do this, that will be recognised by Genesys CLoud?

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    bruce anderson
    NZ Transport Agency
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  • 4.  RE: IVR Character capture

    GCAP Member
    Posted 11 days ago
    Hi Bruce
    as I said you can a Collect Digit action and map the digit to a string variable corresponding to letter you wish.
    It is all about the IVR message you are going to play to the customer.

    Even if the best was would be to use ASR to recognize the speech.

    Let me know if you need some print screen

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    Gennaro Montanino
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  • 5.  RE: IVR Character capture

    Posted 11 days ago

    Hi Gennaro

    Thank you very much and for the offer. If you have a screen shot available I would appreciate it. Would be very helpful

     

    Cheers

    Bruce

     

     

    Bruce Anderson / Senior Business Analyst   
    Product Analysts / Technology

    DDI +64 4 894 5420 / M +64 021 518217

    E bruce.anderson@nzta.govt.nz / W nzta@govt.nz

     

    Chews Lane Office / 50 Victoria Street

    Private Bag 6995, Wellington 6141, New Zealand

     

     

                              

     






  • 6.  RE: IVR Character capture

    GCAP Member
    Posted 10 days ago
    First of all make sure that ASR is enable in the flow


    On supported language be sure to have your desidered language




    At menu level, type the words you want to be recognize as speech input



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    Gennaro Montanino
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  • 7.  RE: IVR Character capture

    Posted 7 days ago
    Thank you Gennaro.
    Appreciate the help

    Cheers
    Bruce

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    bruce anderson
    NZ Transport Agency
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