Advanced lesson: Obtain the caller’s phone number

AI-generated summary

Genesys Cloud provides capabilities to obtain and confirm a caller's phone number. The system can read back the detected caller ID number, allow the caller to confirm it or enter a different number, and store the final number in a flow variable. Key steps include creating a menu with TTS that reads back the system-detected caller ID number from the Call.Ani variable, giving the caller options to confirm or re-enter the number via DTMF or speech recognition, using a task to update the Flow.PhoneNumber variable with the caller ID if confirmed, adding another task to collect a new 10-digit number input if the caller indicates the detected number is incorrect, and incorporating jump actions to navigate between confirmation and re-entry tasks as needed. Genesys Cloud enables building IVR flows with actions like Jump to Menu, Transfer to ACD, and Disconnect. The IVR flow can play TTS audio before transferring to a queue, jump between menus, and disconnect at the end. Key capabilities include transferring callers to agent queues, playing TTS prompts, jumping between menus, and disconnecting calls. Use cases include automated call routing with IVR menus and queues for customer service.

Series: Architect tutorial for advanced users

Next suggested step: Advanced lesson: Perform a bulk prompt import

You can create a menu that confirms the caller’s phone number, and allows the caller to enter a different number if necessary.

Note: In this lesson, you learn about building audio sequences, creating reusable menus, and using task actions to collect input or update data from the caller. You also incorporate a transfer action into a task.

For more information about obtaining details from a phone number, see About the phone number data type.

Objectives:

Create a menu and build an audio sequence that automatically collects the caller’s phone number, reads the number back to the caller for confirmation, and gives the caller the option of entering a different phone number.

Estimated time to complete: 15 minutes

Prerequisites

Review Work with tasks.
Create a practice flow that includes a main menu.
Ensure that your organization has at least one configured queue in which to transfer a call. For more information on creating queues, see Queue administration or the Suggested content.

Additional resources

View an image of the completed taskClick to expand

Tasks

Collect the caller's phone numberClick to expand

Open the practice flow.
From the Toolbox, expand the Menu category and drag a Menu action to the Reusable Menus area.
Name the menu Get Phone Number and set up the audio sequence:
1. In the Menu Prompt area, click the Edit Audio Sequence button. The Edit Audio Sequence button opens.
2. In the Text to Speech box, type I see that you are calling from.
3. Click the Add Data button and in the Data list select the Call.Ani variable.
4. In the Select Options list that appears, select As phone number.
5. Click the Add TTS button and in the Text to Speech box, type If this is the number listed on your account please say “yes” or press one to confirm, otherwise say “no” or press two to enter the correct number.
6. Click Close.

Add a Confirm Phone Number task to the Get Phone Number menuClick to expand

Configure the Confirm Phone taskClick to expand

In the task editor’s Toolbox, expand the Data menu and drag an Update Data action into the task editor, just below the Start box.
In the Update Data design area, complete the following steps:
1. Name the action Get Phone Number.
2. Click Add update statement and from the menu that appears, select String.
3. In the Variable Name box, type Flow.PhoneNumber.
4. In the Value To Assign box, type Call.Ani.
From the Toolbox, expand the Task category and drag a Jump to Menu below the Get Phone Number action.
In the Name box, type Jump to Main Menu.
In the Menu list, select Main Menu.

Practice tasks

Add a Reenter Phone Number task to the Get Phone Number menuClick to expand

Configure the Reenter Phone Number taskClick to expand

Drag a Collect Input Data action into the task editor, just below the Start box.
In the Collect Input design area, name the action Enter Phone Number and complete the following steps:
1. Add the following TTS as input audio: Please enter the ten-digit phone number associated with your account.
2. Add Flow.PhoneNumber as the input data name box.
3. Ensure that the number of digits is set to exactly 10.
4. Leave the remaining settings unchanged.
Drag a Jump to Menu below the Enter Phone Number action’s Success path, call the action Jump to Main Menu, and choose to jump to the Main Menu.
Expand the Transfer category, drag a Transfer to ACD action into the Enter Phone Number’s Failure path, and complete the following steps:
1. Name the action Transfer to Customer Service.
2. Add the following TTS as pre-transfer audio: Let me transfer you to a team member.
3. Select a pre-configured queue, such as Customer Service.
4. Leave the remaining settings unchanged.
Drag a Disconnect action into the bottom of the task sequence.
Validate and save the flow.

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