Genesys Cloud - Main

hi all,
i am deploying 14 different divisions within 1 x Org and each has there own audio (Prompts) to be played in the IVR.

i have a Collect digits Task where customer is requested to enter account number (InputDigits = 1020050403)

i have a requirement to read back the account number to to the customer after entering.

the issue i have is the built-in verification prompts are system prompts - can change audio
the issue is that i cannot change this to use User Prompts as each customer has there own prompts to read back input digits.

Customer A: has prompts to read back (InputDigits = 1020050403) via there own prompts
Customer B: has prompts to read back (InputDigits = 1020050403) via there own prompts

i have created user prompts for each customer:
Customer A:
CustANumber1, CustANumber2, CustANumber3, CustANumber4, CustANumber5, CustANumber6, CustANumber7, CustANumber8, CustANumber9, CustANumber0

Customer B:
CustBNumber1, CustBNumber2, CustBNumber3, CustBNumber4, CustBNumber5, CustBNumber6, CustBNumber7, CustBNumber8, CustBNumber9, CustBNumber0

Any ideas on the best way to get the above working? 
Keeping in mind i will have 12 different sets of audio (Prompts)
#Routing(ACD/IVR)

------------------------------
Reginald Sheraton
Bytes Systems Integration, a Division of Altron (TMT)
------------------------------

I'm sure others will come up with a much better solution, but what about leveraging the language function in your flow?

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 08-28-2020 12:46
From: Reginald Sheraton
Subject: Play Input via Collect Digits Task

hi all,
i am deploying 14 different divisions within 1 x Org and each has there own audio (Prompts) to be played in the IVR.

i have a Collect digits Task where customer is requested to enter account number (InputDigits = 1020050403)

i have a requirement to read back the account number to to the customer after entering.

the issue i have is the built-in verification prompts are system prompts - can change audio
the issue is that i cannot change this to use User Prompts as each customer has there own prompts to read back input digits.

Customer A: has prompts to read back (InputDigits = 1020050403) via there own prompts
Customer B: has prompts to read back (InputDigits = 1020050403) via there own prompts

i have created user prompts for each customer:
Customer A:
CustANumber1, CustANumber2, CustANumber3, CustANumber4, CustANumber5, CustANumber6, CustANumber7, CustANumber8, CustANumber9, CustANumber0

Customer B:
CustBNumber1, CustBNumber2, CustBNumber3, CustBNumber4, CustBNumber5, CustBNumber6, CustBNumber7, CustBNumber8, CustBNumber9, CustBNumber0

Any ideas on the best way to get the above working?
Keeping in mind i will have 12 different sets of audio (Prompts)
#Routing(ACD/IVR)

------------------------------
Reginald Sheraton
Bytes Systems Integration, a Division of Altron (TMT)
------------------------------

I would not suggest the language route as that would mess up other system prompts like errors unless you record all of those as well.  

Best would be to identify the customer (most likely DNIS) then do a table lookup for the customer to find the customer identifier (A or B or etc).  Use a loop for the number of digits in the input and cycle through each number form 1 to the max and use the Find Prompt for Append("Cust", CustIdentifier, "Number", Digit).  Play that prompt and do Next Loop.

That should do what you want it to.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 08-28-2020 16:44
From: Vaun McCarthy
Subject: Play Input via Collect Digits Task

I'm sure others will come up with a much better solution, but what about leveraging the language function in your flow?

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 08-28-2020 12:46
From: Reginald Sheraton
Subject: Play Input via Collect Digits Task

hi all,
i am deploying 14 different divisions within 1 x Org and each has there own audio (Prompts) to be played in the IVR.

i have a Collect digits Task where customer is requested to enter account number (InputDigits = 1020050403)

i have a requirement to read back the account number to to the customer after entering.

the issue i have is the built-in verification prompts are system prompts - can change audio
the issue is that i cannot change this to use User Prompts as each customer has there own prompts to read back input digits.

Customer A: has prompts to read back (InputDigits = 1020050403) via there own prompts
Customer B: has prompts to read back (InputDigits = 1020050403) via there own prompts

i have created user prompts for each customer:
Customer A:
CustANumber1, CustANumber2, CustANumber3, CustANumber4, CustANumber5, CustANumber6, CustANumber7, CustANumber8, CustANumber9, CustANumber0

Customer B:
CustBNumber1, CustBNumber2, CustBNumber3, CustBNumber4, CustBNumber5, CustBNumber6, CustBNumber7, CustBNumber8, CustBNumber9, CustBNumber0

Any ideas on the best way to get the above working?
Keeping in mind i will have 12 different sets of audio (Prompts)
#Routing(ACD/IVR)

------------------------------
Reginald Sheraton
Bytes Systems Integration, a Division of Altron (TMT)
------------------------------

Valid point Robert, hadn't considered the error side of it etc.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 08-30-2020 23:55
From: Robert Wakefield-Carl
Subject: Play Input via Collect Digits Task

I would not suggest the language route as that would mess up other system prompts like errors unless you record all of those as well.

Best would be to identify the customer (most likely DNIS) then do a table lookup for the customer to find the customer identifier (A or B or etc).  Use a loop for the number of digits in the input and cycle through each number form 1 to the max and use the Find Prompt for Append("Cust", CustIdentifier, "Number", Digit).  Play that prompt and do Next Loop.

That should do what you want it to.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 08-28-2020 16:44
From: Vaun McCarthy
Subject: Play Input via Collect Digits Task

I'm sure others will come up with a much better solution, but what about leveraging the language function in your flow?

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 08-28-2020 12:46
From: Reginald Sheraton
Subject: Play Input via Collect Digits Task

hi all,
i am deploying 14 different divisions within 1 x Org and each has there own audio (Prompts) to be played in the IVR.

i have a Collect digits Task where customer is requested to enter account number (InputDigits = 1020050403)

i have a requirement to read back the account number to to the customer after entering.

the issue i have is the built-in verification prompts are system prompts - can change audio
the issue is that i cannot change this to use User Prompts as each customer has there own prompts to read back input digits.

Customer A: has prompts to read back (InputDigits = 1020050403) via there own prompts
Customer B: has prompts to read back (InputDigits = 1020050403) via there own prompts

i have created user prompts for each customer:
Customer A:
CustANumber1, CustANumber2, CustANumber3, CustANumber4, CustANumber5, CustANumber6, CustANumber7, CustANumber8, CustANumber9, CustANumber0

Customer B:
CustBNumber1, CustBNumber2, CustBNumber3, CustBNumber4, CustBNumber5, CustBNumber6, CustBNumber7, CustBNumber8, CustBNumber9, CustBNumber0

Any ideas on the best way to get the above working?
Keeping in mind i will have 12 different sets of audio (Prompts)
#Routing(ACD/IVR)

------------------------------
Reginald Sheraton
Bytes Systems Integration, a Division of Altron (TMT)
------------------------------

Hi Robert,
thanks, i had a loop in which i attempted to strip individual digits to read back (123456789)

1. 1. Substring(Flow.PlayMenu, 0,1)    Reads back 1
   2. Substring(Flow.PlayMenu, 1,1)    Reads back  2

the other number i have tried various options but not able to get individual numbers

------------------------------
Reginald Sheraton
Bytes Systems Integration, a Division of Altron (TMT)
------------------------------

Original Message:
Sent: 08-30-2020 23:55
From: Robert Wakefield-Carl
Subject: Play Input via Collect Digits Task

I would not suggest the language route as that would mess up other system prompts like errors unless you record all of those as well.

Best would be to identify the customer (most likely DNIS) then do a table lookup for the customer to find the customer identifier (A or B or etc).  Use a loop for the number of digits in the input and cycle through each number form 1 to the max and use the Find Prompt for Append("Cust", CustIdentifier, "Number", Digit).  Play that prompt and do Next Loop.

That should do what you want it to.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 08-28-2020 16:44
From: Vaun McCarthy
Subject: Play Input via Collect Digits Task

I'm sure others will come up with a much better solution, but what about leveraging the language function in your flow?

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 08-28-2020 12:46
From: Reginald Sheraton
Subject: Play Input via Collect Digits Task

hi all,
i am deploying 14 different divisions within 1 x Org and each has there own audio (Prompts) to be played in the IVR.

i have a Collect digits Task where customer is requested to enter account number (InputDigits = 1020050403)

i have a requirement to read back the account number to to the customer after entering.

the issue i have is the built-in verification prompts are system prompts - can change audio
the issue is that i cannot change this to use User Prompts as each customer has there own prompts to read back input digits.

Customer A: has prompts to read back (InputDigits = 1020050403) via there own prompts
Customer B: has prompts to read back (InputDigits = 1020050403) via there own prompts

i have created user prompts for each customer:
Customer A:
CustANumber1, CustANumber2, CustANumber3, CustANumber4, CustANumber5, CustANumber6, CustANumber7, CustANumber8, CustANumber9, CustANumber0

Customer B:
CustBNumber1, CustBNumber2, CustBNumber3, CustBNumber4, CustBNumber5, CustBNumber6, CustBNumber7, CustBNumber8, CustBNumber9, CustBNumber0

Any ideas on the best way to get the above working?
Keeping in mind i will have 12 different sets of audio (Prompts)
#Routing(ACD/IVR)

------------------------------
Reginald Sheraton
Bytes Systems Integration, a Division of Altron (TMT)
------------------------------

hi all managed to resolve, attached the loop implemented

1. Substring(Flow.PlayMenu, DigitPrefix,1)    Reads back 1
2. Substring(Flow.PlayMenu, DigitPrefix,1)    Reads back 2
3. Substring(Flow.PlayMenu, DigitPrefix,1)    Reads back 3
4. Substring(Flow.PlayMenu, DigitPrefix,1)    Reads back 4
5. Substring(Flow.PlayMenu, DigitPrefix,1)    Reads back 5
6. Substring(Flow.PlayMenu, DigitPrefix,1)    Reads back 6

DigitPrefix, is a Integer which i increment with ever loop


thanks guys




------------------------------
Reginald Sheraton
Bytes Systems Integration, a Division of Altron (TMT)
------------------------------

Original Message:
Sent: 08-28-2020 12:46
From: Reginald Sheraton
Subject: Play Input via Collect Digits Task

hi all,
i am deploying 14 different divisions within 1 x Org and each has there own audio (Prompts) to be played in the IVR.

i have a Collect digits Task where customer is requested to enter account number (InputDigits = 1020050403)

i have a requirement to read back the account number to to the customer after entering.

the issue i have is the built-in verification prompts are system prompts - can change audio
the issue is that i cannot change this to use User Prompts as each customer has there own prompts to read back input digits.

Customer A: has prompts to read back (InputDigits = 1020050403) via there own prompts
Customer B: has prompts to read back (InputDigits = 1020050403) via there own prompts

i have created user prompts for each customer:
Customer A:
CustANumber1, CustANumber2, CustANumber3, CustANumber4, CustANumber5, CustANumber6, CustANumber7, CustANumber8, CustANumber9, CustANumber0

Customer B:
CustBNumber1, CustBNumber2, CustBNumber3, CustBNumber4, CustBNumber5, CustBNumber6, CustBNumber7, CustBNumber8, CustBNumber9, CustBNumber0

Any ideas on the best way to get the above working?
Keeping in mind i will have 12 different sets of audio (Prompts)
#Routing(ACD/IVR)

------------------------------
Reginald Sheraton
Bytes Systems Integration, a Division of Altron (TMT)
------------------------------