Genesys Cloud - Main

Hello Team,

I am looking to find a logic to convert caller entered digits to alpha characters, like ivr prompts to caller to enter their first name using digits on their dial pad (ex: to enter letter a, b or c press 2) and need a logic to convert it to their name in Alpha characters so i can use that as input to other API. help would appreciated.
#ArchitectureandDesign

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Regards,
Basha
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The tricky part here is that one digit can be 3-4 letters, and you don't quite know which one they meant without asking them.

There are two approaches really: ask them to enter '3' 3 times for the letter F, like the old days of texting via T9, and then do all sorts of insane logic in architect to track how many of each digit and where they paused OR have them enter '3' for letters DEF and then ask them which letter they wanted - which is equally dirty.

You could use a voice bot to ask for their name and hope the bot can capture and transcribe the name cleanly enough for the API call.

Or, find another value to search with in the API... with numbers.

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Brad Murlin
Zillow, Inc.
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Why not use a simple bot to ask for the info, read it back for confirmation, then just use the text.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 10-12-2022 19:03
From: Brad Murlin
Subject: Collecting Digits and convert it to Alpha Characters

The tricky part here is that one digit can be 3-4 letters, and you don't quite know which one they meant without asking them.

There are two approaches really: ask them to enter '3' 3 times for the letter F, like the old days of texting via T9, and then do all sorts of insane logic in architect to track how many of each digit and where they paused OR have them enter '3' for letters DEF and then ask them which letter they wanted - which is equally dirty.

You could use a voice bot to ask for their name and hope the bot can capture and transcribe the name cleanly enough for the API call.

Or, find another value to search with in the API... with numbers.

------------------------------
Brad Murlin
Zillow, Inc.
------------------------------

Thank you for your response Robert.

Means we need to collect single character at a time in BOT like if we want to collect first three letters of first name then need to ask like say first letter of your fist name then second letter first name then third letter of first name ?

otherwise if i collect three letters at a time like first three lettes caller says as JOH then how can i convert hem to in flow and use API input ?


------------------------------
Regards,
Basha
------------------------------

Original Message:
Sent: 10-12-2022 20:37
From: Robert Wakefield-Carl
Subject: Collecting Digits and convert it to Alpha Characters

Why not use a simple bot to ask for the info, read it back for confirmation, then just use the text.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------


Original Message:
Sent: 10-12-2022 19:03
From: Brad Murlin
Subject: Collecting Digits and convert it to Alpha Characters

The tricky part here is that one digit can be 3-4 letters, and you don't quite know which one they meant without asking them.

There are two approaches really: ask them to enter '3' 3 times for the letter F, like the old days of texting via T9, and then do all sorts of insane logic in architect to track how many of each digit and where they paused OR have them enter '3' for letters DEF and then ask them which letter they wanted - which is equally dirty.

You could use a voice bot to ask for their name and hope the bot can capture and transcribe the name cleanly enough for the API call.

Or, find another value to search with in the API... with numbers.

------------------------------
Brad Murlin
Zillow, Inc.

I would just ask for their first name and read it back or read back just the first three letters and confirm.  If incorrect, have them spell out the first 3 letters or the entire name and then extract the first 3.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 10-13-2022 12:35
From: Basha Mulla
Subject: Collecting Digits and convert it to Alpha Characters

Thank you for your response Robert.

Means we need to collect single character at a time in BOT like if we want to collect first three letters of first name then need to ask like say first letter of your fist name then second letter first name then third letter of first name ?

otherwise if i collect three letters at a time like first three lettes caller says as JOH then how can i convert hem to in flow and use API input ?


------------------------------
Regards,
Basha
------------------------------


Original Message:
Sent: 10-12-2022 20:37
From: Robert Wakefield-Carl
Subject: Collecting Digits and convert it to Alpha Characters

Why not use a simple bot to ask for the info, read it back for confirmation, then just use the text.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 10-12-2022 19:03
From: Brad Murlin
Subject: Collecting Digits and convert it to Alpha Characters

The tricky part here is that one digit can be 3-4 letters, and you don't quite know which one they meant without asking them.

There are two approaches really: ask them to enter '3' 3 times for the letter F, like the old days of texting via T9, and then do all sorts of insane logic in architect to track how many of each digit and where they paused OR have them enter '3' for letters DEF and then ask them which letter they wanted - which is equally dirty.

You could use a voice bot to ask for their name and hope the bot can capture and transcribe the name cleanly enough for the API call.

Or, find another value to search with in the API... with numbers.

------------------------------
Brad Murlin
Zillow, Inc.