Validate DTMF Input Response in IVR Post-call Survey
Webex Contact Center validates Dual-Tone Multi-Frequency (DTMF) input responses from the customers during IVR post-call surveys.
You can configure the maximum number of retry attempts in case of invalid or no DTMF input, as well as audio notification messages (for invalid input, timeout, and maximum retries exceeded) for questionnaires by using Webex Experience Management.
For more information, see Retry And Timeout Settings In Post Call IVR Survey in Webex Experience Management documentation.
If the customer enters an invalid DTMF input or does not enter any DTMF input to a survey question within the specified duration (Timeout parameter in the Feedback activity), the contact center:
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Notifies the customer about the invalid entry or timeout by playing the audio message that is configured in the survey questionnaire in Webex Experience Management.
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Plays the same survey question to the customer based on the number of retry attempts that is configured in the survey questionnaire in Webex Experience Management.
When the maximum number of retry attempts for invalid input and timeout exceeds, the contact center:
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Notifies the customer that the maximum retries have exceeded, by playing the audio message that is configured in the survey questionnaire in Webex Experience Management.
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Skips the remaining survey questions and plays the Thank You message (if a Thank You note is configured in Webex Experience Management) to end the survey.
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