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 plays so the caller knows what menu options are available and what to speak or what key to press.
Note: The functionality of this action is voice-related only.
|Termination Key||The 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|
The 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.
|Allow Spoken Input||Enable callers to reply verbally to prompts.||N/A|
|Allow Interrupt||Enable callers to interrupt audio prompts at any time. Note: Allow Spoken Input must be checked to select Allow Interrupt.||N/A|
|Language||Select the appropriate language for spoken input.||N/A|
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 is transformed into audio
In addition to configuring the initial audio a caller hears, 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
|Available Variables||System variables or variables created by other actions previously in the flow.|
|Channel ID||The channel on which the voice menu audio is playing to the incoming caller.|
|Intro||The audio that plays as soon as the voice menu is reached by the caller that contains information about menu choices. If you have allowed more than one attempt to speak or enter a valid option in the Max Retry field of the Inputs settings, you can set different audio for each attempt.|
|Timeout||The audio that plays when a person does not provide a valid entry before the allotted number of seconds.|
|Invalid||The audio that plays when a person has entered an invalid response.|
|Max Retry||The audio that plays when a person has exceeded the maximum number of attempts. You set the number of attempts allowed in the Max Attempts field on the Inputs settings.|
|Audio Text (TTS)||Audio you create by using the Text-to-Speech feature. For more instructions, see Configure Audio Settings.|
|Audio Library||The audio library contains any audio files you have recorded and stored.|
For more information, check out Configure Audio Settings.
The Menu Tree action creates the following variable that can be used throughout the rest of the flow:
|Variable Name||Data Type||Description|
|MENU_TREE_x.input||STRING||Captures and stores the number or symbol entered by the user in the Menu Tree action.|
The exit ports include DTMF input for numbers 0 – 9 and *.
ERR: The action to connect to if there is an error. You won't always 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 occurs.
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.