| Step Details |
| Introduced in Version | 4.0.0 |
| Last Modified in Version | 8.9.0 |
| Location | Integration > Twilio > Phone |
The Request IVR step requests a voice response from the caller. For example, Twilio may play an automated prompt that says, "Say 1 for Support, say 2 for Services, say 3 for etc...." and subsequently receives the audio response from the caller. If the option "Process only valid replies" is selected, only specified voice replies will be accepted as valid.
Prerequisites
Properties
Attempts
| Property | Description | Data Type |
|---|
| Track No Responses | This keeps track of the number of calls that the caller received no response from the Twilio number. | Boolean |
| Track Unexpected Responses | This keep track of the number of unexpected responses from the caller. This option is only visible if "Process only valid replies" is selected. | Boolean |
Call Output
| Property | Description | Data Type |
|---|
| Prompt 1 | Options are RecordingURL, RecordingDocument, Text, or None. Each selection will have a separate set of inputs. The value of Prompt 1 is read first. | --- |
| Prompt 2 | Options are RecordingURL, RecordingDocument, Text, or None. Each selection will have a separate set of inputs. The value of Prompt 2 is read if a response is invalid. | --- |
| Prompt 3 | Options are RecordingURL, RecordingDocument, Text, or None. Each selection will have a separate set of inputs. The value of Prompt 3 is read after Prompt 1 (or Prompt 2) is read. | --- |
IVR Data
| Property | Description | Data Type |
|---|
| Number of Digits | The expected number of digits in the IVR response. | Int32 |
| Get Timeout From Input | If checked, the number of seconds to wait for an IVR response will be determined from the input data. | Boolean |
| Timeout | The number of seconds to wait for an IVR response. If the value is set to -1, the step will wait indefinitely for a response. If the checkbox "Get Timeout From Input" is selected, this input option will disappear. | Int32 |
| Finish on Key | The specified key to signal the end of an IVR response. Examples include "#" or "Done." | String |
Replies
| Property | Description | Data Type |
|---|
| Process Only Valid Replies | This checkbox allows for specified responses to be entered. Any response not included in this list will be considered invalid. | Boolean |
| Show Received Digits as Paths | This will create individual paths for the valid responses that are specified. | Boolean |
Voice Options
| Property | Description | Data Type |
|---|
| Voice Type | Alice, Man, Woman, and Amazon Polly are available voice options. Voice Options are only visible when a prompt is selected as Text. | --- |
Inputs
| Property | Description | Data Type |
|---|
| Attempts with No Response Count | The count of the caller's call attempts with no response. This input only becomes visible when "Track No Responses" is selected. | Int32 |
| Prompt Advanced Configuration | Allows the user to pass in a Name and a Value. This input is not required. | List of TelephonyAdvanced
ConfigurationItem |
| Prompt Recording URL | Plays an audio file from the supplied URL. This input will only be available using the RecordingURL Prompt from Call Output. | String |
| Prompt Document ID | Plays an audio file from the supplied Decisions Document ID. This input will only be available using the RecordingDocument Prompt from Call Output. | String |
| Prompt Text | Uses an automated voice to read the entered text. This input will only be available using the Text Prompt from Call Output. | String |
Outputs
| Property | Description | Data Type |
|---|
| Call End | Details about the call, including call duration, caller information, and receiver information.
| String |
| Digits Gathered | The digits gathered from the caller.
| IVRResponse |
| No Response Attempt Data | The number of attempts the caller made that received no response. This is only visible when "Track No Responses" is selected. | Int32 |
| No Response Data | Details about the call if there was no response, including call duration, caller information, and the number that was called. | NoResponse |
