The following application shows a simple ASR call flow for connecting callers to various departments in your organisation.
The key object here point is not how you connect to the destinations - you can do this using the the Connect or ACD / Automatic Call Distribution objects.
The key is how the caller can navigate to the particular use case in question, which is in the implemented by the Input Menu DTMF ASR object:
Key pointsNotes:
- The prompt in this case is generated by Text-to-Speech. You can use a simple voice prompt, if you prefer.
- Each output for a potential DTMF press is associated with a list of words / synonyms the caller can say in the call flow. For example, if the caller says a sentence containing "sales" or "buy somethingpurchase", then the output DTMF 1 will be executed, and the caller will be connected with the sales department.
...