You use Menu blocks to set up multiple-choice questions to ask callers, to which they respond using either speech or DTMF input.
A single Menu block asks a question several times, if necessary, until it gets an expected response from the caller. This is done using different types of prompts. If required, a Menu block can also ask the caller to confirm the answer. The Menu block uses the following prompt types:
|Initial||The first prompt played to the caller.||Do you want to proceed?|
|Retry||Played to the caller if his or her response was not recognized. Usually, the Retry prompt repeats the initial question and can suggest a few phrases that the caller can use in response.||Say yes, no, or help. Do you want to proceed?|
|Timeout||Played to the caller if no response was received (in other words, the caller was silent). Usually, the Timeout prompt repeats the initial question using slightly different phrasing to give the caller another chance to answer. A caller might encounter the Timeout prompt because he or she didn't understand the question, whereas a Retry prompt is used for when a response was received but it wasn't recognized.||Do you want to proceed? You can say yes, no, or help.|
|Help||Played to the caller if they say "help." The Help prompt includes additional information, such as a recap of where the caller is in the application, what they are being asked for and why, what to do if they do not want to continue, and so on. This prompt ends by asking the caller to answer the initial question.||You have chosen to pay your bill by credit card. Do you want to continue? You can say yes or no.|
Adding this block to the callflow
To add and configure Menu blocks to a callflow:
- Drag and drop the Menu block onto the appropriate position on the callflow.
- Click the Menu block to open its properties.
- In the Prompts tab, update the prompts for Initial, Retry, Timeout, and Help. As with Message blocks, the prompts can contain references to variables.
- In the Menu Options tab, set the following options:
- Add Yes/No Answers
- Store Answer as a Variable
- Attach it to the Call (CTI) – If enabled, GAAP attaches the variable to the call for use with other third-party systems. For example, if the call later routes to a contact center, you can set up a strategy so the agent can see the information from this variable before speaking with the caller.
- Remember it When Calling From the Same Number – If enabled, GAAP stores the variable against the calling number in the database. Therefore, any subsequent calls made from that number will already have the information stored against it. If you select this option, callers receive the ability to Skip This Question Next Time, so they are not asked this menu option again if they happen to call back. For example, if you asked the caller if he or she is an existing customer, and the response is "yes," the caller is not asked this question again in subsequent calls.
Select this option to add Yes and No menu options to your callflow. If you select this option and click Update, Yes and No paths are automatically added from this Menu block. You can drag and drop these Yes and No paths onto blocks (either in the toolbox or in the callflow diagram) to which you want them to route.ImportantIf you click Update to active this option and then later decide to remove the Yes and No answers from your callflow, you must drag and drop them onto the Recycle Bin. You cannot de-select the Add Yes/No Answers option after it is activated.
Select this option to store the caller's answer as a variable so it can be played back in later prompts or passed to web services. To set up the variable, enter a name for the new variable and select from these options:
- Click Update.
- In the callflow, attach appropriate blocks to the Menu block to represent the menu options available.
- Attaching data to calls consumes system resources, so use this option sparingly.
- Consider the privacy implications when using the Remember it When Calling From the Same Number option. GAAP can recognize some shared numbers, but not all. In these cases, it might be unwise to attach sensitive information, such as account numbers.
- While the CLI helps to indicate the identity of a caller, Genesys recommends you confirm the caller's identity before authorizing account changes.