Switchvox - How To Create an IVR to Record Digits and Play Them Back

How to create an IVR to Record Digits pressed by a caller and play them back to verify the digits entered. This can help a caller verify the numbers they pressed and uncover DTMF problems. For more information on how to add or modify actions in an IVR refer to this article. 

First, go to Tools > IVR Editor and Create IVR Menu named CorrectExt. Do not add any actions yet. 

Next, Create IVR Menu named Extension Prompt (or you can name it whatever you prefer).
Create these Actions (in the IVR Menu: Extension Prompt > Create Action):

1. Action Type: Play Sound

• First, create a sound file instructing callers to dial the extension number they would like to reach), select the Sound file in Sound to Play field.

• Save Settings

2. Action Type: Record Digits:

• Beep before recording (select Yes or No)

• Stop recording after this many digits: 3 or 4 digits, or more (depending on whether you have 3 or 4, or more digit extensions).

• Create a new variable: ExtensionDTMF

• Save Settings

3. Create Action Type: Say Digits/Letters 

• Select an existing variable from dropdown: ExtensionDTMF

• Save Settings

4. Action Type: Play Sound

• First, create a sound file instructing callers to Press 1 if this is the correct extension number, or 0 if it is not the extension number they entered and select the Sound file in Sound to Play field.

• Save Settings

5. Action Type: Record Digits (Record 1 digits to "truefalse") 

• Beep before recording: set to No

• Stop recording after this many digits: enter 1

• Create a new variable: truefalse

• Save Settings

6. Action Type: Create Conditional Clause

• If truefalse Equals 1, Then Go To IVR Menu CorrectExt At Entry Point IVR Menu Beginning

7. Action Type: Create Conditional Clause

• If truefalse Equals 0 Then Go To IVR Menu Extension Prompt At Entry Point Play Sound (and caller can try entering the extension again).

8. You can now Create Actions for the IVR Menu CorrectExt you created. Go to Tools > IVR Editor and select IVR Menu to Modify: CorrectExt

• Create Action > Action Type: Dial Extension, click Next

• Select an existing variable: ExtensionDTMF. (This IVR will dial the extension entered, if the caller confirms that the correct extension number was played back).

• Save Settings

9. Assign an extension number to the Extension Prompt IVR. Test this with 3 & 4 digits extensions internally to see if it works.  Dial the IVR extension number for the Extension Prompt IVR and input the digits. See if it sends the call to the correct extension. To learn how to assign an extension number to an IVR menu click here.

10. Finally, in the Main Incoming IVR you will need to add an Option for callers to select if they know the extension number they would like to reach. In that Option, send the call to the Extension Prompt IVR menu. To learn how to add Options in an IVR refer to Setting Up Options section here.