Genesys Cloud - Main

Hi Team,

I'm building a Genesys Cloud voice Bot Flow where the caller needs to provide an account number.

• Callers may start by speaking some digits (e.g., "one two three four") and then finish by typing the rest (e.g., pressing 5 6 7 8 #).
• I want to combine both inputs into one final account number (e.g., 12345678) and validate the length before routing as the length of account number is not fixed.

Current setup:

• Using Ask for Slot for AccountNumber (Bot Flow).
• It works fine for speech only or DTMF only, but if the caller mixes both in one turn, only one modality is captured.
• I tried sanitizing input and validating length, but Genesys seems to treat speech and DTMF as separate events.
  
  Please let me know if any solution.
  Thanks

Hello Rutuja, 

If I am understanding you correctly you are having a challenge with handling mixed speech and DTMF inputs in a GC bot flow. If thats the case I might have an idea that may help. 

My first suggestion would be to split the input collection. Instead of using a single "Ask for Slot", create two sequential input collection steps. With the first being the collect speech input and the second being collecting the DTMF. 

The script for data handling and combining the two would look something like this (It can change depending on your environment, mine is just an example):

// In your bot flow script
// 1. Sanitize speech input (remove spaces and non-numeric characters)
speechInput = speechInput.replace(/D/g, '');

// 2. Sanitize DTMF input (remove #)
dtmfInput = dtmfInput.replace('#', '');

// 3. Combine inputs
finalAccountNumber = speechInput + dtmfInput;

Next I would add a validation step. The "Add a Decision" node needs to be used after combining the inputs from the script above. Then validate the length using a condition, something like "finalAccountNumber.length >= minLength && finalAccountNumber.length <= maxLength". 

This should help. Some important considerations to keep in mind. Set appropriate timeouts for both input collections steps, add error handling for cases where no inputs are received in either step and the collect input action now supports up to 40 DTMF digits.

Hope this helps!