Configuring the Dial Menu Activity

The Dial Menu activity offers a menu of options to the caller, prompting the caller to select service options by entering a configured digit or speaking a response. For example, "Press 1 for service and 2 for sales". Depending on the caller's selection, the workflow will branch to a different set of activities.

You can access the Dial Menu activity from the workflow: Voice Assist > Routing > Voice Assist Routes. The Voice Assist Routes page displays the list of routes configured. Select the workflow and click Edit to open the workflow.

To add the Dial Menu activity to the workflow:

Click the icon on the workflow at the position where you want to add the Dial Menu activity.
From the activity wheel select the icon and click the icon.
The Dial menu activity configuration window opens.
You can choose one of the following options to configure the dial menu.
- Use existing greeting – Select this option to choose one of the existing files from the Use existing greeting drop-down list. This drop-down list includes all recorded files that are recorded or uploaded.
- Upload from a file – Select this option to choose an audio file (.wav, mp3, or .wma) from your local machine. You can browse and select the file from your local machine or drag and drop a file into the drop box.
  Note: The audio file size must be less than or equal to 2MB.
- Record a Greeting – Select this option to record a voice message directly in this window. Enter a greeting name and click the record icon. A pop-up alert appears in the browser for microphone permissions. Click Allow to use the microphone to record a new greeting. Press the icon when you have completed the recording and press the to play back the recording.
- Text to Speech – Select this option to enter text message, which will be converted to voice message and played to the caller.
  - Enter the message in the Text to Speech text box
  - Select the language and voice option to be used to play the message from the Voice option drop-down list.
  - Click the icon to play the entered message in the selected language. The text to speech format allows sending variables for read-back, for example:My account is {{balance}}.
- Enable speech recognition – Select this option to enable automatic speech recognition (ASR) to identify the words spoken. This allows callers to speak their responses or enter digits when prompted.
  - Select the language from the Language drop-down list. This is the language that will be used to detect the caller's speech.
  - Click the record button icon and speak to test the automatic speech recognition. After you finish speaking, click the icon again and the detected speech will be displayed in the Transcribed audio text box. This is useful for adding prompts that are similar to the one you are expecting. The duration limit for the audio is 15 seconds. For example, "sells" in addition to "sales" or "sport" in addition to "support".
Click OK.
Click Save to save the activity in the workflow.

For more information about ASR, see the section ASR (Automatic Speech Recognition) .

The following branches are added to the Dial Menu activity by default:

Press 1 – executed when the digit entered by the caller is a 1.

No Match – executed when the digit entered by the caller does not match any of the expected digits.

Failed – executed when the activity fails, such as when the greeting cannot be played.

Click the Add option to add additional branches, such as 2, 3, 4, and so on.

If you have enabled ASR, you can enter words or phrases as well as digits. Press the enter key, after each digit, word or phrase is entered, and then press OK when all options are added.

Note: By default, the greeting will be repeated four times. If the caller fails to enter a valid response after four attempts, the Failed branch will be executed. This option can be modified to increase or decrease the number of times the greeting is played for the caller to enter a valid response. If the caller enters a response but it does not match one of the expected responses, the No Match branch will be executed.

The Dial menu activity is added to the workflow.

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