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How to achieve Hybrid input (voice+dtmf) in bot flow at same time

  • 1.  How to achieve Hybrid input (voice+dtmf) in bot flow at same time

    Posted 3 days ago

    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

    #Architect

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    Rutuja Sunil Mali
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