Collect Input action examples

Using * or # as terminating digits can be a useful tool in helping flow authors utilize the feature in the Collect Input action. Consider the following use case scenarios when building your call flow:

Scenario 1

Configure the Collect Input action to ask a caller for the customer ID, which is 5 to 8 digits in length. Let the caller press “#” to terminate the numeric input. Allow the action to verify the entered numeric value using individual digit readback of what the caller entered. In the returned Input Data variable, allow the digits that the caller enters and no not allow a terminating DTMF.

Numeric Input

  • Range of digits:  5 to 8
  • Terminating DTMF: #
  • When pressed, include terminating DTMF in input data result: Enabled
  • Verification:  Individual digits

Non-Numeric Input

  • Accept just “*”: Disabled
  • Accept just “#”: Disabled

Scenario 2

Configure the Collect Input action to ask a caller for a 5-digit customer ID.  The action should verify the entered numeric value using individual digit verification.

Numeric Input

  • Number of digits (exact): 5 digits
  • Terminating DTMF: When you configure a Collect Input action for an exact number of digits, a Terminating DTMF is not available.
  • Verification:  Individual digits

Non-Numeric Input

  • Accept just “*”: Disabled
  • Accept just “#”: Disabled

Scenario 3

Using Collect Input like a menu selection. For example, “Press 1 for Sales, 2 for Marketing or * to Repeat.”

Numeric Input

  • Number of digits (exact): 1 digit
  • Terminating DTMF: When you configure a Collect Input action for an exact number of digits, a Terminating DTMF is not available.
  • Verification: None

Non-Numeric Input

  • Accept just “*”: Enabled
  • Accept just “#”: Disabled

Notes

  • In this case, if a caller enters “*”, the input data variable is the string “*”, and the flow author can check for this in flow logic.

    Scenario 4

    Configure the Collect Input action to ask a caller for a 5-digit customer ID, or allow them to press * to skip. If they enter a 5-digit number, set the action to ensure that the caller verifies that it is correct.  Use individual digit verification.

    Numeric Input

    • Number of digits (exact): 5 digits
    • Terminating DTMF: When you configure a Collect Input action for an exact number of digits, a Terminating DTMF is not available.
    • Verification: Individual digits

    Non-Numeric Input

    • Accept just “*”: Enabled
    • Accept just “#”: Disabled

      Scenario 5

      Using a digit as a terminating DTMF.

      Numeric Input

      • Range of digits: 3 to 5 digits
      • Terminating DTMF: 9 (leave the When pressed, include terminating DTMF in input data result unchecked)
      • Verification: None

      Non-Numeric Input

      • Accept just “*”: Disabled 
      • Accept just “#”: Disabled

      Notes

      • This scenario demonstrates that, if a caller’s customer ID is 678, they would enter “6789” because 9 terminates the entry.
      • This terminating digit is not part of the numeric entry, so the system returns 678 into the Input Data string variable, not 6789.