User Input Settings

Settings in this section allow users to customize the end-user experience.

Timeout Settings

1. Initial Input Timeout: This determines the number of seconds an end-user has to provide input, either by pressing a button or saying something, before Fuse generates a 'No Input' error.

2. Final DTMF Timeout: After an end-user begins entering number pad input, this is the time, in seconds, that end-users have to input additional number pad input before Fuse determines that the end-user has finished inputting information, accepting that information and progressing to the next part of the call-flow.

3. Final Speech Timeout: This is the speech equivalent of final DTMF timeout. After an end-user begins speaking, this is the number of seconds of silence that must elapse before Fuse determines that the end-user has finished speaking. Once end-users reach this threshold, Fuse accepts the input they have already provided and progresses to the next part of the call-flow.

Global Error Handling

These are the default values when errors occur during a phone call. Users can over-ride these settings on specific modules by enabling the 'Show Custom Errors' option on modules that have it.

4. No Match: A 'No Match' error occurs when an end-user enters invalid input. For example, if a prompt asks end-users to “press 1 for yes, or 2 for no” and the end-user enters 0, this would constitute a 'No Match' error.

5. No Input: This happens when the user does not enter anything at all.

  • By default, both 'No Match' and 'No Input' errors allow end-users 3 attempts before taking a different action. Although, three is the recommended number of re-prompt attempts, the number can be increased or decreased for each application using the button in each section. Enter the prompt text in the text box; each attempt can provide a custom message. Clicking the () icon next to the text box deletes that iteration from the application default.

  • Once an end-user exhausts all of their re-prompt attempts, select the next action in the drop-down menu in the “Then” section. The options in this menu include: Keep reprompting, Hang up (the default setting), Jump to, or Transfer to.

  • Selecting “Jump to” generates a new drop-down menu immediately to the right that contains a list of the pages that comprise the application. Users can set which page end-users are routed to by default.

  • Selecting the “Transfer to” option generates a text box to the right where users can set the default phone number where end-users will be transferred, for example, a customer service representative.

6. Shortcuts: Shortcuts allow users to define global grammars and tie those options/grammars to actions. The most common example of this to have a global option whereby end-users enter 0 to be transferred to a live operator. Although it is possible to use automatic speech recognition (ASR) for these functions, this is not a recommended practice.

To add a global shortcut to a Fuse application, click the button in the Shortcuts section. This generates a new field with three columns: Press, Or Say, and To Jump To.

Press: This drop-down menu contains the following DTMF values

  • 0

  • 00

  • 000

  • * (Star)

  • *0 (Star Zero)

  • * * (Double Star)

  • * # (Star Pound)

  • * * * (Triple Star)

  • #

  • ##

  • 9

Or Say: If users opt to include an ASR option for their custom shortcut, enter that information in the text box.

To Jump To: This includes a drop-down menu that contains all of the pages in the application.