Using the gather node with voice response, you can use an automated text-to-voice operator to ask for information from the caller and capture the value they speak in response. For example, if you want the caller's ZIP Code so you route the call based on it, you can use the gather node with voice response to ask the caller to say their five-digit ZIP Code. Ringba captures the digits the caller says and adds them to a tag on the call.

The gather node with voice response is one of the nodes you use when you create a call flow. See the Call Flows with Ringba for information on creating call flows and using them in your campaigns.

This article contains the following sections:

• Configuring Gather Node with Voice Response
• Gather Node with Voice Response FAQ

Configuring Gather Node with Voice Response

After you add a gather node to your call flow, you click the node to open the panel on the right and configure the node to use voice response. The panel includes the following fields:

• Node Name: Enter a label to describe the node. This information is helpful for identifying nodes in the Call Details Report.
  Tip: Enter a descriptive name to help you differentiate this gather node from other gather nodes when you are troubleshooting or reviewing the reporting later.
• Voice Response: Toggle on this switch. 
• Data Confirmation: Toggle on this switch to have Ringba read the caller's response back to them and request the caller validate the information. Note: This switch disappears if you select Yes/No in the Value to Capture field.
• Whole Number Confirmation: Toggle on this switch to instruct the system to confirm all the digits in the caller's response as a single number instead of as individual digits. For example, if the caller responds with "53," the confirmation message says, "Your answer is fifty-three" as opposed to "Your answer is five, three." This switch appears only if you select Number in the Value to Capture field. 
• Value to Capture: Select the type of data you plan to capture with this gather node. The call flow uses this value to determine whether the caller's response is valid. You can choose these values: ZIP Code, Age, Number, Yes/No. 
• Plays: Enter the number of times you want the system to say your prompt. 
• Language: Choose the language of the text in the Voice Prompt field.
• Voice: Select which voice you want to read the text in the Voice Prompt field. You can click the speaker icon next to a voice to hear a sample message.
  
• Voice Prompt: Enter the message you want the system to read. Click the Preview button to hear the Voice Prompt you entered read by the Voice you chose.
• Gather Tag Name: Enter the name of the tag where you want to store the caller's response. The system adds this tag to the call. 
• Number Of Digits: Indicate the maximum number of digits the caller can enter. This field appears if the Value to Capture is Number.
• Min Number Of Digits: Indicate the minimum number of digits the caller must enter to proceed. This field appears if the Value to Capture is Number.
• Timeout (sec): Enter the amount of time to give the caller to respond to your prompt. This field appears if the Value to Capture is Number.
• Retries: The number of additional attempts to give user to enter the correct input if they select an invalid input the first time. This field appears if the Value to Capture is Number.

Gather Node with Voice Response FAQ

What does the confirmation message sound like?

If you toggle on the Data Confirmation switch, then after the caller speaks their response to your prompt, the system reads back the user's response in the following sentence:

Your answer is <user's response>. Is that correct?

What happens if the caller doesn't give a correct voice response?

This question covers what happens if the Voice Response switch is toggled on and the caller either does not speak in response to the prompt or says something that doesn't match the Value to Capture.

The caller has the number of seconds you entered in the Timeout (sec) field to begin speaking. If the caller does not begin speaking and you allow retries, the system re-reads the prompt and waits for the number of seconds in the Timeout field again. It repeats this process the number of times you entered in the Retries field or until it gets a response.

If the response is not understandable, the system reads the following message in the Voice you selected:

I am sorry. I didn't understand that. Let's try again.

Again, the system uses the values in the Timeout and Retries field to attempt to get a usable response. 

If the caller never provides a correct response to the prompt, the gather node fails and the call proceeds through the On Failure path of the call flow.

Can the caller still use key taps to enter their answer?

If the Voice Response switch is on, the user must speak their response. If you leave this switch toggled off, the caller must respond by tapping keys on their phone. See Gather Node for information on using the gather node without voice response. There is no option to accept both voice responses and key taps in the same gather node.

What should I do if I need help with the gather node?

If you have any questions or need additional help, please reach out to our support team via chat or email at support@ringba.com.