Configuring the Collect Digits activity

The Collect Digits activity prompts callers to enter, through their dial pad or by speech, information that can then be stored in a variable. For example, Collect Digits could enable a caller to enter their membership number when they enter the workflow. If stored in a custom variable, this information can be sent to an agent to provide additional information about the customer.

You can configure options and collection settings for Collect Digits activities to determine how IVR Routing directs callers through the workflow.

The Collect Digits activity is available in
  • Inbound and Outbound workflows
  • Inbound, Outbound, Management, UPiQ, and Callback Inbound subroutines
  • Inbound and Outbound workflows
  • Inbound, Outbound, Management, UPiQ, and Callback Inbound subroutines
Note:

Information acquired by a Collect Digits activity is stored within the <<LastCollectedDigits>> system variable. Subsequent Collect Digits actions overwrite this system variable. You can also select a variable in which to store customer-entered digits. ‘Send to Agent Desktop’ must be enabled on <<LastCollectedDigits>> for the information collected to be available for agents handling the call and supervisors monitoring the queue using Interactive Visual Queue.

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