Genesys Cloud - Main

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

No there is no system variable.

For every menu choice use a task (every action available as a menu choice is also available in task).  Put an Update Data action as the first action in the task, set the value to to what they chose, and make it Flow-scoped instead of Task-scoped.

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

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Thanks Mellisa,

This is helpful , but what exactly i need to achieve a method to detect No input condition via menus . If i will put set DTMF in every task , then in Menu Default choice , i will have to choose one of the task defined in menus (which will have any DTMF set in task) . so i won't be able to differentiate in between No Match and No input condition. Is there any way to achieve No Input condition via Menus?

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Original Message:
Sent: 07-12-2021 12:07
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

No there is no system variable.

For every menu choice use a task (every action available as a menu choice is also available in task).  Put an Update Data action as the first action in the task, set the value to to what they chose, and make it Flow-scoped instead of Task-scoped.

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

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Create a reusable task with the actions you want if the user doesn't select anything. 
Add a task to the menu.  Don't assign a DTMF, give it a speech rec term that the user will never say like "abracadabra."  In this task, set the flow-scoped variable to "no input" or something, then jump to the reusable task.
Set this menu option as the default menu choice.

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

Original Message:
Sent: 07-12-2021 13:47
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Thanks Mellisa,

This is helpful , but what exactly i need to achieve a method to detect No input condition via menus . If i will put set DTMF in every task , then in Menu Default choice , i will have to choose one of the task defined in menus (which will have any DTMF set in task) . so i won't be able to differentiate in between No Match and No input condition. Is there any way to achieve No Input condition via Menus?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 12:07
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

No there is no system variable.

For every menu choice use a task (every action available as a menu choice is also available in task).  Put an Update Data action as the first action in the task, set the value to to what they chose, and make it Flow-scoped instead of Task-scoped.

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

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

I already tried this method . But only issue i feel is when i was testing this while talking to someone , the prompt file got skipped and it directly jumped to the No Entry Loop . Which is not an ideal scenario and can happen with customer anytime as well while testing . So finding any other way to do this ? Can you suggest anything other than this?

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Original Message:
Sent: 07-12-2021 14:11
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

Create a reusable task with the actions you want if the user doesn't select anything.
Add a task to the menu.  Don't assign a DTMF, give it a speech rec term that the user will never say like "abracadabra."  In this task, set the flow-scoped variable to "no input" or something, then jump to the reusable task.
Set this menu option as the default menu choice.

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

Original Message:
Sent: 07-12-2021 13:47
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Thanks Mellisa,

This is helpful , but what exactly i need to achieve a method to detect No input condition via menus . If i will put set DTMF in every task , then in Menu Default choice , i will have to choose one of the task defined in menus (which will have any DTMF set in task) . so i won't be able to differentiate in between No Match and No input condition. Is there any way to achieve No Input condition via Menus?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 12:07
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

No there is no system variable.

For every menu choice use a task (every action available as a menu choice is also available in task).  Put an Update Data action as the first action in the task, set the value to to what they chose, and make it Flow-scoped instead of Task-scoped.

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

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Disable barge in on your play audio action.
https://help.mypurecloud.com/articles/about-barge-in-options/

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

Original Message:
Sent: 07-12-2021 23:36
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

I already tried this method . But only issue i feel is when i was testing this while talking to someone , the prompt file got skipped and it directly jumped to the No Entry Loop . Which is not an ideal scenario and can happen with customer anytime as well while testing . So finding any other way to do this ? Can you suggest anything other than this?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 14:11
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

Create a reusable task with the actions you want if the user doesn't select anything.
Add a task to the menu.  Don't assign a DTMF, give it a speech rec term that the user will never say like "abracadabra."  In this task, set the flow-scoped variable to "no input" or something, then jump to the reusable task.
Set this menu option as the default menu choice.

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

Original Message:
Sent: 07-12-2021 13:47
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Thanks Mellisa,

This is helpful , but what exactly i need to achieve a method to detect No input condition via menus . If i will put set DTMF in every task , then in Menu Default choice , i will have to choose one of the task defined in menus (which will have any DTMF set in task) . so i won't be able to differentiate in between No Match and No input condition. Is there any way to achieve No Input condition via Menus?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 12:07
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

No there is no system variable.

For every menu choice use a task (every action available as a menu choice is also available in task).  Put an Update Data action as the first action in the task, set the value to to what they chose, and make it Flow-scoped instead of Task-scoped.

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

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Thanks alot Melissa, 

Look like this would be a successful thing. However i am adding AudioplaybackOptions in menu prompts throwing an error . Can you advise correct method of using it? Please see the screenshot attached:-


------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Original Message:
Sent: 07-13-2021 09:15
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

Disable barge in on your play audio action.
https://help.mypurecloud.com/articles/about-barge-in-options/

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

Original Message:
Sent: 07-12-2021 23:36
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

I already tried this method . But only issue i feel is when i was testing this while talking to someone , the prompt file got skipped and it directly jumped to the No Entry Loop . Which is not an ideal scenario and can happen with customer anytime as well while testing . So finding any other way to do this ? Can you suggest anything other than this?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 14:11
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

Create a reusable task with the actions you want if the user doesn't select anything.
Add a task to the menu.  Don't assign a DTMF, give it a speech rec term that the user will never say like "abracadabra."  In this task, set the flow-scoped variable to "no input" or something, then jump to the reusable task.
Set this menu option as the default menu choice.

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

Original Message:
Sent: 07-12-2021 13:47
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Thanks Mellisa,

This is helpful , but what exactly i need to achieve a method to detect No input condition via menus . If i will put set DTMF in every task , then in Menu Default choice , i will have to choose one of the task defined in menus (which will have any DTMF set in task) . so i won't be able to differentiate in between No Match and No input condition. Is there any way to achieve No Input condition via Menus?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 12:07
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

No there is no system variable.

For every menu choice use a task (every action available as a menu choice is also available in task).  Put an Update Data action as the first action in the task, set the value to to what they chose, and make it Flow-scoped instead of Task-scoped.

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

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Basically what i want to achieve is ,

DTMF Barge-in enabled , But Speech Barge-In disabled. Can this be done?

Thanks,
Neha

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Original Message:
Sent: 07-13-2021 09:15
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

Disable barge in on your play audio action.
https://help.mypurecloud.com/articles/about-barge-in-options/

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

Original Message:
Sent: 07-12-2021 23:36
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

I already tried this method . But only issue i feel is when i was testing this while talking to someone , the prompt file got skipped and it directly jumped to the No Entry Loop . Which is not an ideal scenario and can happen with customer anytime as well while testing . So finding any other way to do this ? Can you suggest anything other than this?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 14:11
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

Create a reusable task with the actions you want if the user doesn't select anything.
Add a task to the menu.  Don't assign a DTMF, give it a speech rec term that the user will never say like "abracadabra."  In this task, set the flow-scoped variable to "no input" or something, then jump to the reusable task.
Set this menu option as the default menu choice.

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

Original Message:
Sent: 07-12-2021 13:47
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Thanks Mellisa,

This is helpful , but what exactly i need to achieve a method to detect No input condition via menus . If i will put set DTMF in every task , then in Menu Default choice , i will have to choose one of the task defined in menus (which will have any DTMF set in task) . so i won't be able to differentiate in between No Match and No input condition. Is there any way to achieve No Input condition via Menus?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 12:07
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

No there is no system variable.

For every menu choice use a task (every action available as a menu choice is also available in task).  Put an Update Data action as the first action in the task, set the value to to what they chose, and make it Flow-scoped instead of Task-scoped.

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

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

When you're using the sequence builder, use the Enable barge-in checkbox to control barge in. AudioPlaybackOptions can only be used when the audio action is using custom expression mode.

No, barge-in does not distinguish between DTMF and speech.

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

Original Message:
Sent: 07-13-2021 13:32
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Basically what i want to achieve is ,

DTMF Barge-in enabled , But Speech Barge-In disabled. Can this be done?

Thanks,
Neha

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-13-2021 09:15
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

Disable barge in on your play audio action.
https://help.mypurecloud.com/articles/about-barge-in-options/

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

Original Message:
Sent: 07-12-2021 23:36
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

I already tried this method . But only issue i feel is when i was testing this while talking to someone , the prompt file got skipped and it directly jumped to the No Entry Loop . Which is not an ideal scenario and can happen with customer anytime as well while testing . So finding any other way to do this ? Can you suggest anything other than this?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 14:11
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

Create a reusable task with the actions you want if the user doesn't select anything.
Add a task to the menu.  Don't assign a DTMF, give it a speech rec term that the user will never say like "abracadabra."  In this task, set the flow-scoped variable to "no input" or something, then jump to the reusable task.
Set this menu option as the default menu choice.

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

Original Message:
Sent: 07-12-2021 13:47
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Thanks Mellisa,

This is helpful , but what exactly i need to achieve a method to detect No input condition via menus . If i will put set DTMF in every task , then in Menu Default choice , i will have to choose one of the task defined in menus (which will have any DTMF set in task) . so i won't be able to differentiate in between No Match and No input condition. Is there any way to achieve No Input condition via Menus?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 12:07
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

No there is no system variable.

For every menu choice use a task (every action available as a menu choice is also available in task).  Put an Update Data action as the first action in the task, set the value to to what they chose, and make it Flow-scoped instead of Task-scoped.

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

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Thanks Melissa for the support...

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Original Message:
Sent: 07-13-2021 13:46
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

When you're using the sequence builder, use the Enable barge-in checkbox to control barge in. AudioPlaybackOptions can only be used when the audio action is using custom expression mode.

No, barge-in does not distinguish between DTMF and speech.

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

Original Message:
Sent: 07-13-2021 13:32
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Basically what i want to achieve is ,

DTMF Barge-in enabled , But Speech Barge-In disabled. Can this be done?

Thanks,
Neha

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-13-2021 09:15
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

Disable barge in on your play audio action.
https://help.mypurecloud.com/articles/about-barge-in-options/

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

Original Message:
Sent: 07-12-2021 23:36
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

I already tried this method . But only issue i feel is when i was testing this while talking to someone , the prompt file got skipped and it directly jumped to the No Entry Loop . Which is not an ideal scenario and can happen with customer anytime as well while testing . So finding any other way to do this ? Can you suggest anything other than this?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 14:11
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

Create a reusable task with the actions you want if the user doesn't select anything.
Add a task to the menu.  Don't assign a DTMF, give it a speech rec term that the user will never say like "abracadabra."  In this task, set the flow-scoped variable to "no input" or something, then jump to the reusable task.
Set this menu option as the default menu choice.

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

Original Message:
Sent: 07-12-2021 13:47
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Thanks Mellisa,

This is helpful , but what exactly i need to achieve a method to detect No input condition via menus . If i will put set DTMF in every task , then in Menu Default choice , i will have to choose one of the task defined in menus (which will have any DTMF set in task) . so i won't be able to differentiate in between No Match and No input condition. Is there any way to achieve No Input condition via Menus?

------------------------------
Neha Bagla
British Telecommunications PLC

Original Message:
Sent: 07-12-2021 12:07
From: Melissa Bailey
Subject: Capture DTMF pressed in an Menu option

No there is no system variable.

For every menu choice use a task (every action available as a menu choice is also available in task).  Put an Update Data action as the first action in the task, set the value to to what they chose, and make it Flow-scoped instead of Task-scoped.

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

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

I generally do my menus inside a Task using a Collect input step, then a Switch step to analyze and direct the input.  In the Collect Input, the failure path would equate to "No entry".  In the Switch task, the Default path would equate to "Invalid Entry"  If you need this information for later use (i.e. want it part of the call record, or might want to access it in a different flow) add a Set Participant Data step.

------------------------------
Michael Steinke
Inflow Communications
------------------------------

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Thanks Michael, I could achieve that using Collect Input , was trying to achieve any possible way through menus.

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------

Original Message:
Sent: 07-13-2021 19:53
From: Michael Steinke
Subject: Capture DTMF pressed in an Menu option

I generally do my menus inside a Task using a Collect input step, then a Switch step to analyze and direct the input.  In the Collect Input, the failure path would equate to "No entry".  In the Switch task, the Default path would equate to "Invalid Entry"  If you need this information for later use (i.e. want it part of the call record, or might want to access it in a different flow) add a Set Participant Data step.

------------------------------
Michael Steinke
Inflow Communications

Original Message:
Sent: 07-12-2021 11:39
From: Neha Bagla
Subject: Capture DTMF pressed in an Menu option

Hi Team,

Is there any way to capture DTMF pressed in a menu ? e.g. I have pressed 9 , then is there an system variable  called DTMF which captures it , so that we can manipulate our IVR Decision the basis of DTMF Capture? Or there is anyway to store it in a variable , please let me know.

Thanks,
Neha Bagla
#ArchitectureandDesign

------------------------------
Neha Bagla
British Telecommunications PLC
------------------------------