- Scenario Builder Reference Guide Introduction
- Scenario Builder OverviewExercises
- Scenario-Building ExercisesScenario Blocks Definitions
- Scenario BlocksReference
- Scenario Reference Material
- Add to Calling List
- Ask a Bot
- Attached Data
- Bright Pattern Create Object
- Bright Pattern Delete Object
- Bright Pattern Search Object
- Bright Pattern Update Object
- Chat Bot Select Account
- Collect Digits
- 1.1 How It Works
- 1.2 Properties
- 1.2.1 Title text
- 1.2.2 Prompt to play (main prompt)
- 1.2.3 Max number of digits to expect
- 1.2.4 Finish input button
- 1.2.5 Name of the variable to store the result
- 1.2.6 Retries
- 1.2.7 Short version of main prompt to play after timeout
- 1.2.8 Clear input digit
- 1.2.9 Abort input digit
- 1.2.10 Timeout Before First Digit is Dialed
- 1.2.11 Timeout Between Digits
- 1.3 Conditional Exits
- Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Fetch URL
- Find Agent
- Get Agent State
- Get Next Record
- Get Statistics
- Get User Configuration
- Identify Contact
- Internal Message
- Microsoft Dynamics Create Object
- Microsoft Dynamics Delete Object
- Microsoft Dynamics Screen Pop
- Microsoft Dynamics Search Object
- Microsoft Dynamics Select Account
- Microsoft Dynamics Update Object
- Play Prompt
- Request Callback
- Request Input
- Request Skill or Service
- Retrieve Internal Record
- RightNow Create Object
- RightNow Screen Pop
- RightNow Search
- RightNow Select Account
- RightNow Update
- Salesforce.com Delete
- Salesforce.com Insert
- Salesforce.com Screenpop
- Salesforce.com Search
- Salesforce.com Select Account
- Salesforce.com Update
- Save Survey Response
- Search Directory
- Self-Service Provided
- Send Message
- ServiceNow Create Object
- ServiceNow Screen Pop
- ServiceNow Search
- ServiceNow Select Account
- ServiceNow Update Object
- Set Agent State
- Set Case
- Set Custom Reporting Field
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Web Screen Pop
- Zendesk API Request
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update Object
The Collect Digits scenario block prompts the caller to input a string of digits using the phone keypad, and it collects the digits.
How It Works
Specifically, the block initiates the following actions:
- The block plays a prompt requesting digit input and waits for input.
- If the user does not start the input (does not enter the first DTMF digit) before the Timeout Before First Digit expires, the block plays a short version of the main prompt (e.g., We did not receive a valid entry, please try again…) and awaits input again. This is repeated up to the number of attempts configured in the Retries field. If the specified Retries count is exceeded, the block exits via the conditional exit No Input.
- The caller enters the digits using the phone keypad.
- The input is complete when the caller either enters the specified Max Number of Digits, or enters the Finish Input button (usually #), or interrupts the input for the specified Timeout Between Digits.
- The input can be started over by entering the specified Clear Input digit (usually *), if necessary.
- Upon completion, the block saves the entered digits as a scenario variable with the specified name.
Title text is the name of the instance of the block.
Enter a name in the text field and click the Update button at the bottom of the Edit pane. The new name of the block appears in the flowchart.
Prompt to play (main prompt)
This is the initial prompt that instructs the caller to input data. This main prompt is required.
Learn more about managing prompts in this guide's Voice Prompts section.
Max number of digits to expect
This is the maximum number of digits to expect. Leave this field empty if the number of digits may vary.
This button is the digit that the caller enters to indicate the input is complete. Most voice scenarios use the pound sign (#) as this indicator. If you specify a finish input button, notify the customer about it during the Main Prompt. If the expected input has a fixed length, set this parameter to None and specify Max number of digits to expect.
If this parameter is set to None, the scenario will use the Max number of digits to expect and Timeout Between Digits to determine when the caller completes the input.
Name of the variable to store the result
This is the name for the scenario variable in which the entered digits will be stored.
Retries is the number of times this block attempts to execute before the scenario moves to the next building block. Enter "1", or leave this field blank if you only want the block to attempt to execute one time.
Short version of main prompt to play after timeout
This prompt is the one that will be played when the Timeout Before First Digit is Dialed expires. It is optional; by default, Prompt to play will play.
Clear input digit
This is the key that the caller presses to reset input to empty string. It is useful when callers must enter long numbers. If you specify a Clear Input Digit, tell the customer about it during the Main Prompt (e.g., If you make a mistake, press the star key).
Abort input digit
This is the digit that the caller enters to clear all previously entered digits and abort the input. If you specify an abort input digit, tell the customer about it during the Main Prompt. If the caller presses the abort digit, the block will not perform validation (even if it is specified) and will immediately exit.
Timeout Before First Digit is Dialed
Timeout is the number of seconds that the scenario waits for the caller to start entering input before playing the Short version of main prompt.
Timeout Between Digits
This is the number of seconds that the scenario will wait for the next digit before input is considered completed.
The Collect Digits block may take one of two conditional exits: No Input or Aborted.
The block did not receive any input from the caller after repeating the Short version of main prompt for the number of times set in the Retries field.
The caller aborted input by pressing the Abort input digit.