Menu Tree

 

The Menu Tree action streamlines the process of building an IVR menu through one block.

 

Termination Key

This is the key the user can select to bypass the menu. It is currently set at #.

 

Timeout

The length of time (in seconds) you’ll give the user to speak or enter a valid option before terminating.

 

Max Retries

The number of times you will allow a user to enter a valid entry before being directed to the ERR path that you’ve created in your flow. The number set in max retries drives the number of ‘passes’ that must be assigned audio (see below).

 

Click the Configure Audio button to open the audio configurations for the Menu Tree.

 

 

When the audio configuration opens, ensure the Channel ID is set. More than likely, there is only one channel available. This represents the channel on which your incoming caller is listening to your audio.

 

 

The first audio to be configured is Introductory Audio (Intro). This is the first audio that plays when the menu begins for the caller. Note that you may have configured the ability for the user to re-attempt the menu if they do not provide a valid or timely response; this is configured in the Max Retries field, and the default is 1, which means the user can only attempt the menu tree a single time.

 

You can set customized introductory audio for each attempt the user makes through the menu if they have to re-attempt or you can use the same audio for each attempt.

 
Using Text-to-Speech

To configure the introductory audio using text-to-speech, ensure AUDIO TEXT (TTS) is selected in the configuration area on the right. You will see four configuration options. First, go to the dropdown that reads ‘select target audio section(s)’ and select ‘Intro Audio’.

 

When this is selected, another field will appear below it to select which ‘pass’ through the Menu Tree to play the audio. In this example, since we only have one attempt, there is only one option available, but if you have ‘Max Retries’ set to 2 or more, you will be able to select each of those attempts. Note the example:

 

Finally, enter the desired message in the text box and press the ‘+’ button on the right or hit ‘Enter’.

The audio will automatically be added to the right attempts on the left. Click ‘1st ATTEMPT’ to open it and take a look:

Using Audio Clips

Let’s use an audio clip for the timeout audio. This is the audio that plays if a user does not put in an answer in the time you’ve allotted. Click ‘TIMEOUT’ in the section on the left.

On the right, click ‘AUDIO LIBRARY’ to view the list of clips in your Audio Library. Find the clip that you want to add and click and drag into the box on the left. If you’re not sure which clip you need, you can preview the audio using the green ‘Play’ arrow on the right. (Note: this requires that you have already uploaded .wav files with your messages to the Audio Library.)

 

You are not limited to only one clip of audio or text-to-speech per attempt – you can string multiple audio clips together if you need. To do this, simply go back through the process in the right hand configuration panel and add the new audio – you will see the new audio appended to the bottom of the attempt on the left.

 

 

Follow the same process to use text-to-speech or audio clips for the audio for the remaining two sections:

 

• Invalid Entry: this audio will play if a user enters an invalid key.
• Max Retry: this audio will play if a user enters the maximum number of invalid entries.

This is configured in the ‘Max Retries’ field on the Menu Tree action.