Collect Input

No Entry Timeout

Sets the default amount of time, in seconds, that the system waits for input from the caller when input is necessary. For example, this input could be a menu option or account number. The default no entry timeout is 5 seconds.

Click + and – to set the number of seconds the system waits with no entry before timing out. 

Inter-digit Timeout

Sets the length of time to wait, in seconds, from when the caller presses a digit until the caller presses the next digit. The default inter-digit timeout is 3 seconds. For example, a caller begins to enter a four-digit account number and is distracted after pressing the first digit. After 3 seconds, the system prompts the caller to start data entry over.

Dial By Extension

Inter-Digit Timeout

Similar to the Collect Input’s inter-digit timeout, this control sets the length of time, in seconds, from when a caller presses an extension digit until the caller presses the next digit. The system waits a default of 6 seconds between digits when listening for extension dialing. If a timeout occurs, then Architect reprompts the caller according to the reprompt controls.

Click + and – to set the number of seconds the system waits between each entry before timing out.

Anything Else? Loop

Voice End of Input Timeout

Specifies the maximum length of time to pause after the user appears to have finished speaking. Too low of a value may cause user input to be truncated mid-sentence and too high of a value may cause some users to repeat themselves leading to recognition problems. If the Duration value is less than the minimum value, the minimum value will be used. If the value is greater than the maximum value, the maximum value will be used and if the value is a NOT_SET Duration, the default value will be used at runtime.

Default: 1 second

Minimum value: 100 milliseconds

Maximum value: 10 seconds

Ask for Intent

Voice End of Input Timeout

Specifies the maximum length of time to pause after the user appears to have finished speaking. Too low of a value may cause user input to be truncated mid-sentence and too high of a value may cause some users to repeat themselves leading to recognition problems. If the Duration value is less than the minimum value, the minimum value will be used. If the value is greater than the maximum value, the maximum value will be used and if the value is a NOT_SET Duration, the default value will be used at runtime.

• Default: 1 second
• Minimum value: 100 milliseconds
• Maximum value: 10 seconds

Ask for Slot

Voice End of Input Timeout

Specifies the maximum length of time to pause after the user appears to have finished speaking. Too low of a value may cause user input to be truncated mid-sentence and too high of a value may cause some users to repeat themselves leading to recognition problems. If the Duration value is less than the minimum value, the minimum value will be used. If the value is greater than the maximum value, the maximum value will be used and if the value is a NOT_SET Duration, the default value will be used at runtime.

• Default: 1 second
• Minimum value: 100 milliseconds
• Maximum value: 10 seconds

Ask for Yes / No

Voice End of Input Timeout

Specifies the maximum length of time to pause after the user appears to have finished speaking. Too low of a value may cause user input to be truncated mid-sentence and too high of a value may cause some users to repeat themselves leading to recognition problems. If the Duration value is less than the minimum value, the minimum value will be used. If the value is greater than the maximum value, the maximum value will be used and if the value is a NOT_SET Duration, the default value will be used at runtime.

• Default: 1 second
• Minimum value: 100 milliseconds
• Maximum value: 10 seconds

Call Guide

Fills any silence that the participant hears while waiting for the large language model (LLM) to generate the bot prompts. This feature is similar to the typing indicators that participants see in digital bots and is helpful if the participant experiences long periods of silence during the conversation. By default, Architect adds a prompt, which plays keyboard typing sounds. These prompts provide audio that the user hears during those periods of silence. 

You can leave the default prompt or you can override the default and create your own prompt. Add your own expression via a Communication data type, or use the Communication Sequence Builder to create the prompt; for example, MakeCommunication(Prompt.CompanySystemPrompt).

Genesys recommends that you use non-spoken communication for the processing prompt. This behavior improves the experience, as the bot immediately interrupts the processing prompt when it returns the generated bot prompt.

Note: If you add a Call Guide Action and configure a voice processing prompt in that action, then those changes override the default prompt that you configure in the Settings > Actions > Call Guide field.

“Anything Else?” Loop

Voice End of Input Timeout

• Default: 1 second
• Minimum value: 100 milliseconds
• Maximum value: 10 seconds

Ask for Slot

Voice End of Input Timeout

• Default: 1 second
• Minimum value: 100 milliseconds
• Maximum value: 10 seconds

Ask for Yes/No

Voice End of Input Timeout

• Default: 1 second
• Minimum value: 100 milliseconds
• Maximum value: 10 seconds

Ask Survey Question

Voice End of Input Timeout

Voice End of Input Timeout

• Default: 1 second
• Minimum value: 100 milliseconds
• Maximum value: 10 seconds

Call Data Action

Processing prompt

Select the default prompt to provide feedback to the user to inform them that the system is processing the request.

Collect Input

No Entry Timeout

Sets the default amount of time, in seconds, that the system waits for input from the caller when input is necessary. For example, this input could be a menu option or account number. The default no entry timeout is 5 seconds.

Click + and – to set the number of seconds the system waits with no entry before timing out. 

Inter-digit Timeout

Sets the length of time to wait, in seconds, from when the caller presses a digit until the caller presses the next digit. The default inter-digit timeout is 3 seconds. For example, a caller begins to enter a four-digit account number and is distracted after pressing the first digit. After 3 seconds, the system prompts the caller to start data entry over.

Detect Silence

Silence Duration

Set the amount of continuous silence to wait for the customer reply.

• Default: 1 second
• Minimum value: 0.25 seconds
• Maximum value: 10 

Timeout

Set the total amount of time to wait for continuous silence before the interaction fails and takes the timeout output.

• Default: 40 seconds
• Minimum value: 1 second
• Maximum value: 1 minute

Dial By Extension

Inter-Digit Timeout

Similar to the Collect Input’s inter-digit timeout, this control sets the length of time, in seconds, from when a caller presses an extension digit until the caller presses the next digit. The system waits a default of 6 seconds between digits when listening for extension dialing. If a timeout occurs, then Architect reprompts the caller according to the reprompt controls.

Click + and – to set the number of seconds the system waits between each entry before timing out.

Transfer to Group

Connect Timeout

Select the amount of time to wait for the customer to reply before it transfers to a designated group.

• Default: 10 seconds
• Minimum value: 1 second

Transfer to Number

Connect Timeout

Select the amount of time to wait for the customer to reply before it transfers to a designated telephone number.

• Default: 10 seconds
• Minimum value: 1 second

Transfer to User

Connect Timeout

Select the amount of time to wait for the customer to reply before it transfers to a designated group.

• Default: 10 seconds
• Minimum value: 1 second