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  • 1.  Changing the num prompts and using it in a flow

    Posted 08-17-2021 04:05
    No replies, thread closed.
    Hi!

    Me and my colleague started implementing callbacks for some of our flows in Architect. A part of our design choice is reading the number a customer wants to be called back on (this could be a number entered by the customer in the IVR or their A-number). To keep it uniform with a single voice I re-recorded and replaced all of the num prompts. However, when I test the flow by calling it the voice reading my number is not my own but instead the standard TTS-like voice. 

    I'm wondering if it is even possible to change the system prompts used for reading numbers and, in case it is possible, what those system prompts are called. I am aware you could hard code the specific num prompts in the Play Audio box, but that wouldn't make it dynamic and couldn't be used for the above example like reading an entered phone number.

    Anyone have any idea? I feel like it should work somehow because those number prompts have to be somewhere so if it's not the num prompts which system prompts does Architect use to read numbers?

    Maybe there's even a different solution, all ideas are welcome! :)

    #ArchitectureandDesign

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    Marcus Karlstrom
    HI3G Denmark ApS
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  • 2.  RE: Changing the num prompts and using it in a flow

    Posted 08-24-2021 17:17
    No replies, thread closed.
    Hello,

    This is definitely possible, you have to upload your own audio over the default system prompts audio. 
    The system prompts are the named in the format of num_01, num_02 etc. There are also num_1, num_2 (without the leading zeros) from zero to 10 which I found are effectively the same - not sure why there are two sets but I always overwrite both lots.  

    The trick with the numbers is to save the phone number as a variable and to have Architect play the numbers back as a phone number instead of TTS. 

    When it comes to callbacks, there is also some handy system prompts in the Collect Input action under the Verification options you can overwrite to verify the number the customer has entered:
    PromptSystem.collect_digits_playback
    PromptSystem.collect_digits_verify
    PromptSystem.collect_digits_verify_options
    These will help keep your callback flow as simple as possible. 

    My tips are:

    • Check to see if the callers' number is displayed
    • Confirm with the customer if that's the number they want to be called back on
    • If either of the above are false, then have the customer enter the number they want to be called back on using the Collect Data with Verification set to individual digits

    I have a template I can send you if you get stuck :)

    Will

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    Will Bellerby
    Black Box Technologies New Zealand Limited
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    Original Message


  • 3.  RE: Changing the num prompts and using it in a flow

    Posted 08-25-2021 08:07
    No replies, thread closed.
    Hello Will,

    I appreciate the reply. 

    Exactly, the num-prompts are the ones that have been re-recorded. Interestingly enough saving the number as a different variable is what I did. I then placed the variable inside a Play Audio Box and have tried reading it as both Individual Digits and as a phone number. However, despite this another voice than the ones used for recording the num-prompts is used.

    I can upload some screenshots for my test flow and maybe you can see if anything immediately sticks out as being wrong.

    If you have a template saved I would definitely like to take a look at that! :)

    Marcus

    ------------------------------
    Marcus Karlstrom
    HI3G Denmark ApS
    ------------------------------

    Original Message


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