Call Secure Data action


Use the Call Secure Data data action in a secure call flow task and call specific attributes from a data action database. Typically, use this action when dealing with sensitive data, for example, charging a caller’s credit card. This action is available in the Data category of the task editor’s Toolbox. 

Name Description
Name field

Type a distinctive name for the Call Secure Data data action. The label you enter here becomes the action’s name displayed in the call flow structure.

Processing Prompt

Select an audio prompt that plays during longer Call Secure Data actions. The audio lets callers know that the interaction is experiencing extended processing times. This option confirms for the user that the interaction did not disconnect but is still in progress.

Notes:

  • The prompt must be an audio file. Text-to-speech (TTS) is not supported.
  • This prompt only plays once and does not repeat.
  • The prompt has a one-second initial delay.
  • The prompt plays an audio file of any length and ends when audio completes or after 3 seconds, whichever comes first.
  • The initial delay and three-second playing time are theoretical values. Loading and other factors that affect performance may affect performance.
  • If audio is less than 3 seconds, the system does not repeat audio to meet the 3 second minimum.
  • Best practice recommends an audio file of at least 60 seconds. If historically, your data calls do not take up that amount of time, you do not need to adhere to this recommendation.
Category Select the appropriate category that contains the bridge action. To update the list of categories, click the refresh button at the end of this field
Secure Data Action Click the arrow at the end of this list and select the appropriate secure data action. To narrow the selection, type the first few letters of the appropriate action. For more information about creating and configuring data actions, see Create a custom action for integrations.
Use action’s suggested timeout Select this check box and use the default timeout parameters set for the bridge action. Remove the check mark and define your own timeout parameters, in seconds.
Inputs

Depending on the selected data action, define the variables the action carries out at runtime. 

Note: Click the arrow next to Inputs and expand or collapse the list of variables.

Success Outputs The response variable used by the flow when the call secure data action succeeds.
Failure Outputs The code returned by the flow when the call secure data action is not successful. Expand the Failure list and configure the available fields as applicable.

Define success, failure, and output paths

Name Description
Success

This path indicates that the action successfully communicated with its external endpoint and received a result. 

Drag the appropriate action below the Success path to follow the route you want the interaction to take. For example, a screen pop action with contact information, an audio prompt, a transfer to the appropriate representative, or a combination of actions that follow your company's flow design.

Note: An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received was the intended result or functionality.

Failure

This path indicates that there was an error executing the action or there was a problem processing the results from a bridge or data action.  

Drag the appropriate action below the Failure path to direct the route you want the interaction to take. For example, a play audio action to indicate that the action wasn't successful, a transfer action to send the caller to an agent or representative for assistance. 

Note: If the network experiences connectivity issues, the action automatically takes this failure path.

Timeout

This path indicates that the action has exceeded the specified amount of time to execute the action. 

Drag the appropriate action below the Timeout path, such as a transfer action to send the interaction to the main or previous menu, play audio and loop actions to give a caller the opportunity to try again, or a disconnect action to end the interaction.

Note: Actions use either the default timeout or the flow author's specified timeout. If the action times out, the flow follows the route specified below the Timeout path. This feature ensures that the customer does not wait too long for the path to continue. As recommended practice, set the timeout length to not longer than 30 seconds.

Note: For information about how to convert a string value into a typed value in Architect, see Convert a string value to a typed value.