Dial by name

This activity allows customers to find a specific employee in your company directory and then be automatically transferred to that person. Customers search the directory by entering two or more characters in the user's name through the customer's telephone keypad or by speaking the user's name. It is possible to exclude users, such as the company's CEO, from search results.

Note:

If the caller selects the option to exit the Dial by Name activity either by pressing the configured exit digit or by speaking the configured ExitTerm value when ASR is enabled, the activity exits and returns control to the parent workflow. The activity does not terminate the call. After the activity exits, the workflow can play a message to the caller using a Greeting activity, then disconnect the call with a Hang Up activity, or continue offering additional options to the caller.

Table 1. Dial by name action - Inputs
Parameters	Description
CallId	Enter the unique identifier for the active call.
AudioSource	Enter the name of the prompt to be played if the option to "Use existing greeting" is selected.
TTSText	Enter the text to be played to the caller if the option "Text to speech" is selected.
MatchedAudioSource	Enter the name of the prompt to be played when a user is found that matches the input criteria, when the option to "Use existing greeting" is selected.
MatchedTTSText	Enter the text to be played to the caller when a user is found that matches the input criteria, when the option "Text to speech" is selected.
NoMatchAudioSource	Enter the name of the prompt to be played when no user is found that matches the input criteria when the option to "Use existing greeting" is selected.
NoMatchTTSText	Enter the text to be played to the caller when no user is found that matches the input criteria when the option "Text to speech" is selected.
TTSVoice	Enter the voice used to play the TTS text if the option "Text to speech" is selected. For the complete list of supported languages and voices for Text-to-Speech (TTS), refer to the Amazon Polly Developer Guide.
AcceptDigit	Enter the digit expected to be entered by the caller to accept a transfer to the user.
SearchBy	Select the option to search by first or last name.
TerminateAfterTransfer	Select True or False to specify whether the workflow should exit after the caller is transferred to the target destination.
ExcludedUsers	Select a list of users that cannot be looked up by the activity.
UseASR	Select True or False to specify whether the caller can use ASR to return a response.
ASRLanguage	If `UseASR` is enabled, enter the language to be used. For the complete list of supported languages and voices for ASR, refer to the Amazon Transcribe Developer Guide.
AcceptTerm	If `UseASR` is enabled, enter the word using which the caller wishes to transfer to the destination.
ExitTerm	If `UseASR` is enabled, enter the word using which the caller wishes to exit the activity.
SearchTerm	If `UseASR` is enabled, enter the word using which the caller wishes to search for more users.
MaxRetry	Enter the maximum number of search attempts before the activity exits.
DialableFields	Select one or more options that will be returned while searching for a user. The options are Extension, Phone and Mobile. If this field is not selected, the corresponding number type will not be returned for the user. By default, the Extension and Phone options are selected.
ASRInitialSilenceDetection	If `UseASR` is enabled, enter the number of milliseconds to wait for the caller to begin speaking after the message plays before terminating the activity due to no response. If the value is greater than 0, the length of the message will automatically be added to this value so that the system will wait for the greeting to complete and then apply the `ASRInitialSilenceDetection` value. If the value is 0, the system will wait up to 5 minutes for a response before terminating the activity. The value can range from 100-59000 milliseconds.
ASRSilenceDetection	If `UseASR` is enabled, enter the number of milliseconds of silence allowed before speech detection terminates. The value can range from 100-59000 milliseconds.
ExtensionTTS	Enter the term to be used to describe a user's extension. The default value is extension.
MobileTTS	Enter the term to be used to describe a user's mobile number. The default value is mobile.
NumberTTS	Enter the term to be used to describe a user's phone number. The default value is phone number.
ConnectionType	If UseAI is selected, select the type of AI to be used (Google Gemini, Anthropic, or ChatGPT)
Connection	If UseAI is selected, enter the configured integration connection to be used.
Model	If UseAI is selected, enter the Model of the selected AI type to be used.
Instructions	If UseAI is selected, enter the additional instructions to be sent to the selected AI.
UseAI	Select True or False to specify whether the activity will use the configured AI option to ask the caller who they would like to reach. This option requires an Integration Connection to be set up in Workflow for one of the AI options (Google Gemini, Anthropic, or ChatGPT)
AIGreeting	If UseAI is selected, enter the initial greeting that will be played to the user.
MOH_AudioSource	If UseAI is selected, select the Music on Hold file that will be played to the caller while waiting for the AI to analyze the information and return a response.
AILookupGreeting	If UseAI is selected, enter the greeting message that will be played to the caller while waiting for the AI to analyze the information and return a response. It will only be used if no value is provided for MOH_AudioSource.
ReturnCollectedSpeech	Select True or False to specify whether the responses received from the user through ASR will be returned. This helps analyze the lookup process and ensure that all responses were correctly received and analyzed.
PlayBeepTone	Select True or False to specify whether to play a beep tone before accepting caller input. To allow the caller to respond during the initial greeting, set this value to False. Make sure to modify the `TTSText` input to remove the request to wait for the beep tone. This option is only applicable when AI is not configured for the activity.

Table 2. Dial by name action - Outputs
Parameters	Description
Success	Indicates whether the activity was completed successfully (value = True) or not (value = False)
CollectedSpeechList	If ReturnCollectedSpeech is selected, a list of all responses collected from the user through ASR is returned.
Result	Returns the Transfer result object if the lookup succeeds, or the Dial by Name result object if no matching user is found.

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