Capture Voice
Overview
This workflow object allows the caller to record a voicemail message, and optionally send the voice recording by email as a WAV file attachment.
1. An Example Scenario
A caller might have been advised, via a soundfile, that the contact centre is closed and been given the choice of: calling back later, leaving a message, or requesting a callback. If they select "leaving a message", perhaps by entering a digit from their phone's keypad, Capture Voice records that message.
A further option allows the Workflow Designer to nominate an email account to which the voicemail message is sent as an attachment in an email.
2. Add Workflow Object
Open the Workspace.
Select Workflows from the Resources menu.
Select a workflow from the list displayed (you can also create a new one). A schematic representation of the workflow is displayed.
Click the Add Workflow Object button. The New Workflow Object dialog opens.
Select Capture Voice from the drop-down selection list.
When you include Capture Voice in your automated workflow, enter the following details:
Field | What you should do |
|---|---|
Workflow Object Title | Enter a meaningful name for your new object. |
Data Label | The textual label used to identify data relating to the execution of this object in the database. |
Maximum Hold Period | Select the amount of time the caller will be allowed to finish their voice message. If the timeout is exceeded, the caller is given a second chance before the call is terminated. The minimum and maximum hold periods can be selected between 1min and 5min. |
Explanatory Prompt | Select the voice recording you wish the caller to hear. |
Email Channel | Enter the name of the Email Channel to use to send the voice recording soundfile. If you don't want to send an email with the voice recording soundfile, then leave this field blank. |
Email Template | Enter the name of the Email Template to be used to build the email to which the voice recording soundfile will be attached. This Email Template not only defines the body text of the email, but also the email address(es) of the recipient(s). If this field is left blank, no email will be sent. |
Click Save to keep your new object and to return to the Workflow Builder.