Hello everyone,
I have an IVR where I need to collect some digits (between 1 and 10), and our organization has different prompts to play in case the customer doesn't input anything or if the customer inputs something that is invalid (Like, let's say, just a "*" (star) or "#" (pound).
To make sure I can collect the special characters (* and #), I enable both options in the Collect Input block (Accept just '*', and Accept just '#' ). And then I compare the Input Collected, and play the appropriate prompt (Invalid-Input) if those characters were inputed.
If the customer doesn't input anything, the Flow follows the failure path, and there I can play the appropriate prompt for No-Input.
Now comes the issue:
If the customer inputs some digits followed by one of the special characters (For example: 123*, or 456#), the Flow will follow the failure path, which would play the No-Input prompt (Which isn't what we need, since this prompt informs the customer that they haven't inputed anything... Something like: "Hey, we noticed that you didn't input anything, can you please try again?"... Which isn't correct, because the customer did try to input something).
There is a way to fix half of the issue, by selecting one of those special characters as the "Terminating DTMF", and also enabling the option that says: "When pressed, include terminating DTMF in input data result ". By doing that, if the customer inputs some digits followed by the special character selected, the flow will follow the Success path, and there I can validate if the Collected Input Variable contains the special character (If it does, I will play the Invalid-Input prompt).
But I can only do that fix for 1 of the 2 special characters, the other will always follow the Failure path and play the wrong Prompt.
Is there anything I can do here?
Also... One thing that I didn't mention, is that the Failure path does not store anything that was inputed in the variable... If it did I could just check if the variable was NotSetOrEmpty, but if the customer inputs "456#" and goes into Failure path, the variable is always empty.
I hope anyone can give some insight!
Thanks in advance!