Definition of Actions for a Voice Call Human Trigger/Outcome

This article will discuss the available Actions for the Human trigger of a Voice Call Activity.  These Actions are currently limited to only the Human trigger/outcome for Voice Blasts or Voice Calls, but can be used for both Inbound and Outbound Engagements.  The Actions listed here are presented in alphabetical order and may not match the displayed order in the Actions selection list.

Activity
The Activity action allows you to define a transition from the current Voice Call activity in to another activity type.  When the Activity action is selected, it ends the current workflow path and initiates a new workflow path on the specified Activity.  After selecting the Activity action, click the ADD ACTIVITY button to select and configure an Activity type.
Conference
The Conference action allows you to place a caller in to a Conference Room that you have defined.  The Conference action can be used in conjunction with preceding Gather/Prompt actions to create a workflow in which a caller must enter an access code to enter the conference room.  An example use case would be to define a conference phone number in which callers are prompted to enter a previously distributed access PIN to access the Conference call.  When the Conference action is selected, it ends the current workflow path of the Engagement.  You may specify the following attribute for a Conference:
  • Select Conference - allows you to select from the available Conference Rooms defined in your Account
Dial
The Dial action allows you to specify a single phone number to which the call will be bridged.  The specified number for the Dial action must include the country code, and can optionally include an extension.  When the Dial action is selected, it ends the current workflow path of the Engagement.  You may specify the following attribute for a Dial:
  • Phone Number - the phone number, including the country code, to be dialed.
Enqueue
The Enqueue action allows you to send an incoming call notification to any Users that currently have their Omnigage Account open.  Only those Users that have Collaborator access to the Phone Number used in the Engagement will be notified.  When the Enqueue action is selected, it ends the current workflow path of the Engagement.
Gather
The Gather action initiates the collection of Caller input via Prompt actions.  To gather input from a Caller, you must first insert a Gather action and define the type of input that you would like to gather; either DTMF and/or Speech.  This setting will be propagated to the subsequent Prompt(s) that you defined as the expected input value fields.
The placement of a Gather action relative to other actions in a workflow path will change the resulting experience for a caller.  If a Say or Play action are placed before a Gather, then the caller must wait until the Say or Play have completed before caller input will be accepted.  If a Say or Play action are  placed after a Gather, the caller may begin to provide input while the Say or Play is ongoing.  You may specify the following attributes for a Gather:
  • Input to Process - can be DTMF for touch-tone input, and/or Speech for verbal input
  • Timeout - the duration, in seconds, that the system will wait before determining that it has not received a response from the caller.
  • Digit Count - allows you to specify the maximum expected input from the caller.  This can be used ignore extra digits entered by the caller.
  • Stop on Digit - specifies the digit that the caller may enter to signify that they have completed their input.  As an example, if two Prompts are defined for a Gather, one with an expected input value of "1" and the other with an expected input value of "12" and the caller entered "1#" then the system would know that the caller has finished entering input and that the input was explicitly "1".  By default the value of Stop on Digit is the # sign.
Prompt
The Prompt action is used within a Gather action to accept input from a caller.  You may only add a Prompt once a Gather has been added to a workflow path.  Prompts expect specific values as either speech or DTMF input, the type(s) are determined by the parent Gather action.  Once the caller has provided the expected value for a Prompt, the actions contained within that Prompt are processed and the caller exits the current workflow path and enters the path defined within the Prompt.
Use cases for Prompts include configuring IVR options (ex. " Press 1 to join get a call back"), collecting a pass code or PIN from a caller to allow access to another action (ex. " Enter your access code now to join the conference").
Actions defined on a Prompt create a new workflow path that can include all call actions, including nested Gather/Prompts for complex call flow routing.  You may specify the following attributes for a Gather:
  • Prompt Digit(s) - the expected DTFM input from the caller in order to enter the workflow path specified by the Prompt.
  • Prompt Speech - the expected speech input from the caller in order to enter the workflow path specified by the Prompt.
Hang Up
The Hang Up action is used to explicitly end a call.  The Hang Up action is not required at the end of a workflow path, but can be added to provide a consistent call ending behavior for a given Engagement.  When the Hand Up action is selected, it ends the current workflow path of the Engagement.
Pause
The Pause action can be used to insert a specific wait time in the call workflow path.  To use a Pause action, add the action to your workflow path and set the number of seconds you would like the the caller to wait.  During the Pause, the caller will not experience any subsequent actions in the workflow path and you may want to use a Say or Play Message action before hand to notify them.  A Pause action can be used to insert a wait interval for some other action to complete, for example the delivery of an SMS message or Email message.  Additional actions may be placed after the use of a Pause action in a workflow path.
Play Message
The Play Message action allows you to select a pre-recorded Audio Voice Template which will be played to the caller.  Voice Templates can be used to deliver the primary content of your Engagement (ex. Voice Blast) or used to instruct the caller of the available call prompts that you have configured using Gather and Prompt actions.  By default a Play Message will be played once, but you may choose to have the message repeat by using a higher number in the Loops attribute.  Additional actions may be placed after the use of a Play Message action in a workflow path.  You may specify the following attributes for a Play Message:
  • Loop - by default a Play Message will be played once, but you may choose to have the message repeat using a higher number in the Loops attribute.
Record
The Record action allows you to make an audio recording of a caller.  The recorded audio will be available in the Engagement results of the call activity.  You may optionally specify the following attributes for a Record action:
  • Length - the duration, in seconds, that the caller will be recorded.  If the caller hangs up the call before the specified Length interval, the recording will correspond to the length of the recorded audio.
  • Timeout - the duration, in seconds, that the system will record silence from the caller before terminating the recording.
  • Trim - if enabled will remove leading and trailing silence from the caller recording.
  • Transcribe - if selected will use a speech-to-text conversion to create a transcription of the recorded call audio.
  • Beep - if enabled will play an audible beep to the caller to indicate that recording has begun.
  • Digit Stop - when entered by the caller, this digit will stop recording of the call.  By default this is set to the # sign.
Say
The Say Message action allows you to select a pre-defined Text Voice Template, or enter text in the edit field that will be converted in to speech played to the caller.  Say text can be used to deliver the primary content of your Engagement or used to instruct the caller of the available call prompts that you have configured using Gather and Prompt actions.  Additional actions may be placed after the use of a Say action in a workflow path.  You may optionally specify the following attributes for a Say action:
  • Say in Voice - allows you to select from either a Man or Woman text-to-speech conversion.
  • Loop - by default a Say will be played once, but you may choose to have the message repeat using a higher number in the Loops attribute.

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