Voice-to-messaging interaction flow

In Normal, Datebook, or Virtual Queue operation modes, you can present the option to hang up and receive a message instead of waiting on hold or choosing a callback. This allows customers to leave the IVR and continue their conversation through messaging.

Scenario 1: Successful messaging request

To begin a messaging interaction, VXML Interaction Server (VIS) requests a new interaction from the VHT Messaging™ platform. When the caller hangs up, the voice portion of the call is complete and marked as a transition to messaging.

call flow diagram

  1. Main Menu: In Normal, Datebook, or Virtual Queue operation modes, callers can choose to receive a message in the main menu.

  2. ANI Verification: After the caller requests a message, the system verifies the ANI. If ANI detection is disabled, or if the ANI is unavailable, the caller will be prompted to enter a valid phone number.

  3. Phone Number Validation: After the caller verifies the phone number, it can be validated against a regular expression to ensure that it adheres to the format you expect. For more information, see the toolkit.properties file examples in the VIS Configuration Guide.

  4. Messaging API: The VIS application packages a request and sends it to the messaging API to create a messaging interaction.

  5. Disconnect: After confirming, the system waits for the caller to disconnect. Queue Manager records the interaction with a final fate of "Q7 - ChoseMessaging".

Scenario 2: Unsuccessful messaging request

Two failure paths are possible in the voice-to-messaging conversation flow:

Click to view call flow call flow diagram

  1. Max Invalid Response: Callers are allowed a specific number of attempts to enter and verify their phone number. This number can be set in the Configuration user interface. If a caller makes too many attempts, the call will be marked as "Max Retries" and transferred to a designated queue.

  2. Messaging API Error: If the messaging API throws an error, three actions will occur:

    • The VIS application will inform the caller of the failure.
    • Queue Manager will disable the messaging feature.
    • The caller will be placed back into the main menu, with the messaging option no longer presented.