Menu Tree

 

Overview

The Menu Tree, otherwise known as an Interactive Voice Response (IVR) or voice menu, provides a menu of potential actions for routing incoming callers. A voice menu needs:

 

  • A way for caller to indicate their entry is complete.
  • A setting for the number of times the caller can attempt to speak or press a key for a valid menu option.
  • The amount of time the caller has to speak or press a key for a menu option.
  • At least one audio recording that will play so the caller will know what menu options are available and what to speak or what key to press.

 

Note: The functionality of this action is voice-related only. 

Inputs

Input NameDescriptionDefault
Termination KeyThe number or symbol a caller can press to indicate their entry is complete. Currently only # is supported.#
Timeout (Sec)The number of seconds to allow a caller to enter a valid menu option before considering the entry invalid.45 seconds
Max AttemptsThe number of attempts to allow a caller to enter a menu option before they are routed to the error path (ERR) in the flow. Note: Cannot be less than 1 or more than 10.1 attempt
Allow Spoken InputEnable callers to reply verbally to prompts. N/A
Allow InterruptEnable callers to interrupt audio prompts at any time. Note: Allow Spoken Input must be checked to select Allow Interrupt.N/A
LanguageSelect the appropriate language for spoken input.N/A

 

 

 

Configuring Audio 

To add the audio for the Menu Tree, you can do either of these, or a combination of both:

  • Assign an audio file you have recorded and placed in your audio library
  • Create a text-to-speech audio by typing in text that will be transformed into audio

In addition to configuring the initial audio a caller will hear, you can also play audio:

  • At the end of the timeout period
  • When the caller speaks or presses an invalid key for a menu option
  • When the caller has exceeded the maximum number of attempts to speak or choose a valid menu option

Audio Settings

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For more information, see Audio Settings.

 

 

 

Variables Created

The Menu Tree action creates the following variable that can be used throughout the rest of the flow: 

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Exit Ports 

The exit ports include DTMF input for numbers 0 – 9 and *

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Err: The action to connect to if there is an error. Not always will you have an action following all the numbered ports. If the user enters a number or symbol that does not have actions following it, an error will occur. 

If you still want the user to be brought back to the option menu to replay the valid buttons, we recommend connecting a “Play Audio” action after the err port. Here you can alert the caller of the error and then loop the audio action back to the menu tree. You can always add a counter action to this as well to track how many times the user has made a wrong input.