Creating a Number Collection Node

The following describes the basics of configuring Collect Number nodes within a bespoke IVR. This type of node will record DTMF input from the caller, typically after playing a message prompting them to provide input. The call may then be routed along one of several paths, depending on whether the caller typed a number and whether it met the node's requirements.

Unless you specifically tell it not to, this node will record numbers entered by the caller under the Call Progression Details section of the call's details page.

Implementation

1. If the intended IVR service has not already been created, do this now.

2. Access the configuration page for the intended IVR.
   Accessing an IVR's configuration page...

   1. Access the list of services for the intended Customer.
      How do I view a list of services for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific Customer?

         1. Type the Customer’s name into the search field at the top of any page.
         2. Click the intended Customer in the search results. This opens the Customer Details page.

      2. Select the Services tab.

   2. Locate the intended IVR service and click its Configure link. This will open a new page.

3. If the IVR does not already contain any nodes, we recommend adding a path selection node to it first. This lets you create a number of branching paths, then place your new node on one of those paths.

4. Click the Config link for the path where you want your node to occur.
5. Use the option on the right-hand side of the page to change the node type to Collect Number.
6. Click Update. This will refresh the page, and display options relevant to the chosen type of node.
7. Give the node a suitable Name.
8. Choose a suitable price list for the node, if different to the default one for this service.

9. Beginning in the Standard Settings section, do the following to determine the type of number to collect.
   Collection of the caller's own phone number...

   Callers reaching this node will be played a generic message asking them to input their phone number, including its dial code:

   1. Ensure the Use Standard Phone Number Settings check box is ticked.
   2. Click Update.
   3. If you only want to permit specific number prefixes, type them into the Accept Prefix List field, separated with commas.

      If the number entered does not satisfy the prefix list, the call will be routed along the node's Invalid Entry path.

      If the caller does not enter a valid number after being prompted three times, the call will be routed along the node's No Response path, if one has been added; otherwise, it will be routed along the node's Invalid Entry path.

   Collection of any other type of whole number...

   Callers reaching this node will be played a series of audio prompts, which should instruct them to type in some kind of number using their phone's keypad:

   1. Ensure the Use Standard Phone Number Settings check box is unticked.
   2. Click Update.
   3. Using the Bespoke Settings section, select a series of audio prompts to play to callers.
      Options for assigning audio prompts...

      Option	Description
      Assign an Existing Prompt	Click the Choose button, then select an existing audio prompt from the resulting list. You can filter the list by typing some or all of the prompt’s description in the field above.
      Create a New Prompt and Assign It	Click the New button, specify a Recording Name and, optionally, a Category. Then do one of the following: If you aren’t ready to upload a file yet, you can click Make to create a ‘blank’ prompt that you will update later. To assign an emulated text-to-voice clip, type the intended wording into Text To Say and click Create. To upload a file to act as the prompt now, click Choose File, select the file, then click Upload. Whichever of these options you choose, the new prompt will be added to your list and assigned to the chosen slot. New prompts won’t be fully added to the system unless you click the Save Settings button at the bottom of the page.

   4. Use the next drop-down to select how many times the chosen audio prompts sequence should be played. This defaults to 3 times.

      If the caller does not enter a valid number after being prompted the specified number of times, the call will be routed along the node's No Response path if one has been added; otherwise it will be routed along the node's Invalid Entry path.

   5. Use the Minimum and Maximum fields to determine how many digits the caller should enter.

      If a Minimum number is set, any numbers with fewer digits will be considered invalid, causing the call to be routed down the node's Invalid Entry path.

      If a Maximum number is set, only digits up to this limit will be collected; all others will be ignored, e.g. with a maximum of 3, if the caller types "1234", the number collected will be "123".

      If you do set a limit, you should mention it in any audio prompts used to guide the caller through this node.

10. If you want to Play the Number Back to the Caller and Ask Them to Confirm It, ensure the corresponding check box is ticked. Otherwise, untick it.
11. If you want the IVR to Say "Thank You" When They've Got It Right, ensure the corresponding check box is ticked. Otherwise, untick it.

    On successful collection of a number, this type of node will route the call along its Complete path. Depending on what you want to happen on this path—for example, playing the caller a custom message—you may decide you don't also want this generic "Thank you" message to play.

12. If Call Recording is switched on for this service, but you want the recording to exclude the DTMF tones input by the caller to this node, tick the Pause Call Recording Whilst Entering In Data check box.
13. If you want the number typed by the caller to be omitted from the call's details page, tick the Do not store the data in the call log at the end of the call check box.
14. If data capture is enabled for this IVR, and you'd like to store the number collected here in a variable, use the Store the Collected Number In drop-down to select that variable.
15. If you want the caller to be able to press the * or # keys to trigger special responses instead of entering a number, tick the corresponding Option * or Option # check boxes accordingly. When you save your changes, a new path will be added to the node for each of the options ticked.

    With these options unticked, if the caller presses either * or # the node will route the call down its Invalid Entry path.

    If you enable either of these settings, and you want all callers to know they have the option to press the corresponding key, you should mention this fact—and the effect of each option—in the greeting prompt for this node.

16. If you want a specific effect to occur if the caller does not enter a number, ensure the No Response check box is ticked. When you save your changes, a No Response path will be added to the node.

    If this setting is unticked, but the Invalid Entry setting is ticked, whenever a caller does not enter a number their call will be routed along the Invalid Entry path.

17. By default, any situation where an invalid response is received will result in the call being routed along this node's Invalid Entry path. If you don't need this path, you can disable it by unticking the Invalid Entry check box. The path will disappear as soon as you save your changes.

    Depending on the other settings applied to the node, any situation where the call would otherwise be routed down the Invalid Entry path will now instead be simply hung up.

18. Click Save Settings to confirm and apply your choices.