The barge-in feature lets you configure an audio sequence that allows caller input to bypass the audio. For example, your callers may know that they can press 2 to transfer immediately to customer service. If you want to allow them to transfer without listening to the entire audio message first, enable barge-in on the Audio Sequence Editor or use the AudioPlaybackOptions function call in audio expression text.
- With the exception of hold music, barge-in is enabled by default on new and existing audio sequences. To remove this feature from existing audio sequences, open the Audio Sequence dialog box and clear the Enable Barge-in check box.
- The Enable Barge-in checkbox only applies to non-custom audio expressions. It appears in custom expressions for multiple languages, but does not apply to them.
Before you implement barge-in for an audio sequence, confirm that you do not want a caller to bypass the audio and instead prefer to play the prompt in its entirety. For example, if it is important that a caller hears an entire informational announcement, then you should not implement barge-in. Preventing barge-in is helpful when you want the caller to hear disclaimer announcements or information about legal rights and obligations, such as informing them that the call is monitored or recorded.
You can allow callers to interrupt audio playback at anytime, after a specified duration, or in certain situations.
To learn how to set up an ordered sequence of audio elements to play to the caller, see Set up an audio sequence.
- To allow callers to interrupt the audio prompt at any time during the prompt, in the Audio Sequence dialog box, select the Enable Barge-in check box.
- To prevent callers from interrupting the audio sequence, clear the Enable Barge-in check box.
You can also create custom expressions in applicable actions to prevent users from interrupting audio playback. You can also set parameters that allow a caller to interrupt the audio in certain instances.
For more information, search for AudioPlaybackOptions in Architect’s built-in expression help. You can access built-in expression help from the help menu, by clicking the Functions button, or by using the type-ahead method:
Access Expression Help from the help menu
In the upper right corner of Architect, click the Help button and select Expression Help.
Access Expression Help using the Functions button
From the Edit Expression dialog box or the Edit Audio Sequence dialog box, click the F() button. The Expression Help dialog box opens.
To locate a specific element, do one of the following:
- In the Search field, type the first few letters of the function you want to view. Architect displays potential matches.
- In the Name / Symbol area, use the scroll bar to navigate to the function you want to view and click the function to see the properties.
- Click the X in the upper right corner to exit the Expression Help dialog box.
Access Expression Help using type-ahead
You can easily access expression-specific function help by using Architect’s type-ahead feature in the Edit Expression dialog box. When you type the first few letters of text, Architect displays a list of potential matches. Each match includes a ? that, when clicked, opens the Expression Help for that expression.