Capture Caller's Input Follow

The Capture Caller's Input action lets you prompt callers for information and collect their response using the telephone keypad (DTMF).

The captured input is available during the current IVR session and can be evaluated using the Route Based on Input (Split Based On) condition to determine where the call should go next.

Topics covered:

• When to Use Capture Caller's Input 
• Configure Capture Caller's Input 

When to Use Capture Caller's Input

Use this action whenever the caller needs to make a selection or enter information during a call.

Common examples include:

• Presenting menu options, such as Press 1 for Sales or Press 2 for Support.
• Collecting an account number, extension number, or ticket ID.
• Asking callers to confirm a selection.
• Allowing callers to navigate to another menu.

Whenever a menu requires the caller to interact with it, use the Capture Caller's Input action.

Configure Capture Caller's Input

Prompt Type

Choose how you want to prompt the caller:

• Use Text-to-Speech – Converts the message you provide into speech.

  

• Play an audio file – Plays a pre-recorded audio file.

  

• Message: Enter the message that you want the caller to hear.
• Language: Select the language used by the Text-to-Speech engine.
• Voice: Select the voice used by the Text-to-Speech engine.

• Audio File: Upload a pre-recorded audio file to use as the prompt. This option is available when Play an audio file is selected.

  Supported formats include MP3, AIFF, and WAV and the audio file must be smaller than 5 MB.

• Maximum Digits: Specify the maximum number of keypad digits the caller can enter before the input is automatically submitted.

  You can enter a value between 1 and 30.

• Input Timeout: Specify how long the IVR should wait for the caller to start entering their input.

  You can set the timeout between 1 and 30 seconds.

• Repeat Prompt: Specify how many times the prompt should automatically repeat when the caller does not provide any input.

  You can set the value between 1 and 99.

• Stop Capturing Input on Keypress: Enable this option if you want a specific keypad key to end input before the maximum number of digits is reached.

  When enabled, you can select the key that should submit the input early.

• Submit Input When Caller Presses: Choose the keypad key that should end input early when Stop Capturing Input on Keypress is enabled.

  The available options are:

  • *
  • #

Practical Example:

You can use Capture Caller's Input to create a simple menu.

For example, the prompt could say:

“Thank you for calling! Press 1 for Sales, or press 2 for Support.”