The following application shows a simple ASR call flow for connecting callers to various departments in your organisation.
The key object here is not how you connect to the destinations - you can do this using 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 Input Menu DTMF ASR object:
Key points:
- 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 something", then the output DTMF 1 will be executed, and the caller will be connected with the sales department.
It's as simple as that. You can cascade / connect several of these objects together as your use-cases get more complicated.