IVR Digit Input Node

Use this node to collect numeric input from callers, such as a phone number or the last four digits of a credit card. You can configure input conditions, success routing, timeout handling, and error handling.

Configure the Node

General Settings

In General Settings, configure the following:

• Custom Name: Enter a name to identify the node.

• Your Message to User: Select a message type under Choose your message type:

  • Text to Speech: Type or select a message to convert to speech. Click + Create New to add a new prompt, or + Add Another to define multiple messages (one is randomly selected at runtime).

    

  • Audio File: Type a message or click + Upload New to upload an .mp3 or .wav file.

    

  • Link: Click + Create New to add message text and an audio file URL (.mp3 or .wav). Click + Add Another for additional URLs.

    

Condition

Click the Condition icon to define the criteria for accepting input:

• Maximum length of digit: Enter the maximum number of digits the caller can input.
• Ending Keypress: Enter the key that signals the end of input (for example, #).
• On success: Select a Go to node to route the flow when the condition is satisfied.

Timeout

Configure the timeout flow with the following fields:

1. Timeout: Enter the wait time in seconds before a timeout event occurs.
   • Your Message to User: Select a message type (Text to Speech, Link, or Audio) to play when a timeout occurs. See General Settings for details.
2. Advanced Control:
   • Number of Tries: Enter the maximum number of retries allowed.
   • Action after Exceeding Retries: Select the node to route to after retries are exhausted.

Wrong Input

Use this tab to configure the flow when a caller provides incorrect digit input.

1. Your Message to User: Select a message type (Text to Speech, Link, or Audio) to play. See General Settings for details.
2. Advanced Control > Number of Tries: Enter the maximum number of retries for correct input.
3. Advanced Control > Action after Exceeding Retries: Select the node to route to after retries are exhausted.

Error Handling

Error handling is available under the Wrong Input tab. Use it to define how system errors are handled during a call.

• Your Message to User: Select a message type (Text to Speech, Link, or Audio) to play when a system error occurs. See General Settings for details.
• Go to node: Select the node for error handling. You can create a new node or select an existing one.

Store Digit Input

After the caller keys in their input, Contact Center AI stores it as a variable in a Script Task node. The context variable syntax is:

Context.steps.<< context_node_name >>

For example:

context.steps.IVRDigitInput

To store input from this node in a Script Task:

1. Add a Script Task node below the IVR Digit Input node.
2. In General Settings > Define a Script, add the step reference (for example, steps.IVRDigitInput).