Skip to main content

Call Flow Solution: Make a Key Tap Contingency Plan

Amanda Cross
Updated

Ringba's Interactive Voice Agent (IVA) feature lets you turn on voice response in your gather and menu call flow nodes: callers can speak their responses to the prompts the node speaks to them. 

However, sometimes the caller might be unable to speak their response in a way Ringba can understand, like if they're calling from a very noisy environment. In this case, you want the caller to be able to revert to tapping keys to make their responses.

Fortunately, you can set up your call flow to accept key taps in this case. 

This article is for Ringba admin users. This article contains the following sections:

How to Set Up a Call Flow to Revert to Key Tap

This solution requires understanding of Ringba's call flows feature. If you're not already familiar with this feature, review these articles before you proceed:

Revert to Key Tap Call Flow

The following image shows an example of a call flow where the caller starts in a menu node with voice response, but then go through a traditional menu node if the voice response fails.

key_tap_contingency_call_flow.png

The call flow contains these steps:

  • The inbound call enters a menu node with voice response enabled.
  • The caller speaks one of the following words: Medicare, Medicaid, or Private. Depending on the word the callers speaks, the call goes to one of the dial nodes.
  • If the call flow cannot get a spoken response it understands, the call goes through the On Failure path to another menu node.
  • The caller taps 1, 2, or 3 in response to the spoken prompt;
    • If the caller taps 1, the call goes to the same dial node as if they had spoken the word Medicare.
    • If the caller taps 2, the call goes to the same dial node as if they had spoken the word Medicaid.
    • If the caller taps 3, the call goes to the same dial node as if they had spoken the word Private.
  • From that point, the call proceeds through the rest of the call flow.

Tips for Implementing This Solution

Remember these tips when you're setting up your call flow solution:

  • You can use the same approach with the gather node to fall back to a key tap experience if needed.
  • If you set up a menu or gather node to use the Say option, the node converts the words you enter into a spoken prompt for the caller. If you set up more than node that uses the Say option in the same call flow, make sure you select the same voice option to read all the prompts. Using a consistent voice across all nodes gives users a unified call experience.
  • Another way to use both a key tap and voice response in the same call flow is to set up a splitter node to direct some traffic to each path. You can use this solution to evaluate how callers respond to each approach.

Revert to Key Tap FAQ

What should I do if I need help with my campaigns?

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

Related articles