Genesys Cloud CX

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  • 1.  How can I configure collect input to prompt twice

    Posted 8 days ago
    Hello Everyone,

    I am using the collect Input block to get the input from the Customer, suppose if the customer doesn't give the input the in the 1st prompt how can I repeat the prompt so that the customer can give input in the 2nd attempt.
    Basically what I am trying is to play the collect input block twice if the customer doesn't give input in the 1st attempt.

    Thanks,
    #Routing(ACD/IVR)

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    Siddhartha Chopdar
    Sabre GLBL Inc
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  • 2.  RE: How can I configure collect input to prompt twice

    Posted 8 days ago
    Like is there any other way to use this other than using the failure part to re-capture it again ?

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    Siddhartha Chopdar
    Sabre GLBL Inc
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  • 3.  RE: How can I configure collect input to prompt twice

    GENESYS
    Posted 5 days ago
    Hello Siddhartha,

    Have you tried using Loop to repeat the action?

    I feel that what you are seeking seems to complicate your flow. Could you share more details regarding your use case or about what exactly you are aiming to achieve?

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    Nico Feliciano
    Genesys - Employees
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  • 4.  RE: How can I configure collect input to prompt twice

    Top 25 Contributor
    Posted 5 days ago

    Short story, you can use the collect input block to ask the caller i.e. "press 1 to be tranfered to the queue", They don't press anything or press the wrong button. You capture their choice or failure as task.unput1. Then use Decision block to see if the task.input == "1". If it does, we transfer to queue. If it does not, we ask them for input again. There are many ways to do this. Nico's suggestion to use a loop can be helpful as well, depending on how many times you want to recheck etc. 



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    Blake Anderson | Sr. Telecom Engineer
    BEST BUY CO., INC.
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