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  • 1.  DTMF with regular expressions

    Posted 04-03-2024 15:48
    No replies, thread closed.

    Hello everyone, this is my first post in this community, I hope someone can help me with my situation.

    We want to implement the callback feature. I'm trying to do it through an "InQueue flow" that plays music for 5 minutes and then plays a recording asking the customer if they want a callback. If they do, they should press 1, and after that, the call should hang up and a callback should be generated in the corresponding queue.

    In my logic, this would be achieved with a condition that checks if the customer pressed 1, and if so, generate the callback. But if there is no response, the music should play again for another 5 minutes.

    I haven't found any regular expression that has this function. Can anyone help me figure out how I can achieve what I'm looking for?

    Thank you very much in advance.


    #Routing(ACD/IVR)

    ------------------------------
    Arturo Aleman
    BTI Monterrey
    ------------------------------


  • 2.  RE: DTMF with regular expressions

    Posted 04-03-2024 15:57
    No replies, thread closed.

    Use the collect input action to ask the caller if they want a callback.  In the success path, check the value of the input data to see if the caller pressed 1.

    https://help.mypurecloud.com/articles/collect-digits-data-action/



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



  • 3.  RE: DTMF with regular expressions

    Posted 04-03-2024 16:56
    No replies, thread closed.

    Thank you very much for the response.

    Yes, I am trying to do it this way but it is not working for me; when I run tests, no action is taken.

    I am attaching some screenshots.



    ------------------------------
    Arturo Aleman
    BTI Monterrey
    ------------------------------

    Original Message


  • 4.  RE: DTMF with regular expressions
    Best Answer

    Posted 04-03-2024 17:02
    No replies, thread closed.

    The expression in the decision should just be

    Task.input == "1"


    To debug, add some play audio actions in the collect input failure path and the decision yes/no paths.  Also move you create callback action up into the yes path of the decision; currently you're creating the callback regardless of what digit(s) the caller pressed.  Unless you want that, in which case you don't need a decision at all.



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

    Original Message


  • 5.  RE: DTMF with regular expressions

    Posted 04-04-2024 10:59
    No replies, thread closed.

    Thank you so much! My mistake was in the expression, but with your advice, it now works perfectly!



    ------------------------------
    Arturo Aleman
    BTI Monterrey
    ------------------------------

    Original Message


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