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  • 1.  Architect - Collect Input Action

    Posted 09-18-2018 10:30
    No replies, thread closed.
    Hi everyone,

    I have some questions related to use of "Collect Input Action" (Architect).

    On my Client's IVR, the costumer is requested to enter his/hers 7 digit id number and then this number is validated on an external system by a "Bridge Data Action". After this, it's collected more information through "Collect Input Action".

    Initially, for the id number, I configured "Collect Input Action" to have a "Range of Digits" from 1 to 32 digits and then call the external system (through "Bridge Data Action") only if the input had 7 digits (using an "If Condition" Length(Task.costumerID) == 7).

    The problem of this solution was the amount of time which the costumer waited to be validated, it was too long. The principal reason for this was the inter-digit time out delay.

    Therefore, in order to significantly reduce the waiting time, I configured "Collect Input Action" to have exactly 7 digits. This solution works fine, but has some problems when the customer enters more than 7 digits. One problem is call "Bridge Data Action" with a invalid id number (the first 7 digits) and the other problem is the remaining digits which are then used in the following "Collect Input Actions".

    So, here are my questions:

    1) In order to remove the inter-digit time out delay, I tried to configure "Range of Digits" from 1 to 32 digits with "Terminating Digit" "#". So, from what I understood, when the costumer digits "#" the flow should proceed without inter-digit time out delay. However, when I tested this solution, I noticed this "#" doesn't have any impact to decrease the amount of time as well as it was being ignored. If I digit a number without "#" the number is collected. Is this the expected behavior?

    2) As I stated above, if the customer digits more than 7 digits, the remaining digits are "buffered" and used on the following "Collect Input Actions". I also noticed this "buffering" behavior when:
    • I configure "Collect Input Action" to have a "Range of Digits" from 1 to 3, and if the costumer digits more than 4 digits the remaining digits are "buffered" and used on the following "Collect Input Actions";
    • I configure "Collect Input Action" to have a "Range of Digits" from 1 to 3 with an "Individual Digits" "Verification". For instance, if the costumer digits "1111", the remaining "1" is used to "confirm".
    Is there any way to disable this "buffering" behavior? For instance, in the next "Collect Input Action" it's only considered the digits that are collected after presenting the "Input Audio" message?

    Sorry for the long post and thank you in advance.

    Best regards,
    Ana Laia

    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------


  • 2.  RE: Architect - Collect Input Action

    Posted 09-18-2018 11:16
    No replies, thread closed.

    Hi Ana,

    For #1 a, when the customer presses the terminating digit the action does stop collecting and proceeds; however this won't be a noticeable difference if you have the inter-digit timeout set low.  Set it to 10 or 15 seconds if you want to hear the difference.
    For #1 b, the customer is not required to press the terminating digit.  It is a way to indicate they are done, but if they don't press it the collect input action will succeed once the inter-digit timeout has finished.

    For #2, have you tried disabling barge-in on the second collect input's starting audio?  This will disregard any digit presses while the audio is playing.

    ​​​

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Architect - Collect Input Action

    Posted 09-18-2018 11:19
    No replies, thread closed.
    To gather 7 digits, I would click change to exact next to Range of Digits and set it to gather 7 digits. no terminating digit needed. Set Verification to Individual Digits. That should accomplish what you want.

    Regarding the terminating character, it should cause the task to immediately move on to the next step.

    It's probably not really caching digits in the scenario where they enter more digits than the range allows, it is most likely moving on when the top of the range has been entered, and the next digit is being entered after it has moved into the Verification phase.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


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