Phone

The phone section allows users to modify the settings that control the end-user experience when taking a survey via the phone.

Default Language

This field displays the current default language. It becomes a dropdown menu after adding additional languages to a survey through the Prompt Manager. Users can set the default language for their survey using the dropdown menu. The default survey language is English (U.S.A.).

Note: Changing the default language deletes all of the text and audio prompts already uploaded into the prompt manager.

Speech Recognition

By default, surveys do not have Automatic Speech Recognition (ASR) enabled. This means that all survey responses need to be entered via DTMF. Some question types automatically enable ASR for those specific questions. For example, the comment question type accepts voice input even if ASR is not universally enabled for that survey. When ASR is enabled globally for a survey, callers have the option to answer a question via either DTMF or speech. The built-in prompts will also be adjusted based on whether ASR is enabled.

Allow Immediate Skip Logic

This option controls how the advanced skip logic within a survey functions. This setting is enabled by default. Therefore, whenever a caller selects an answer that has skip logic configured, the skip logic occurs immediately. When this setting is disabled, the skip logic occurs once the caller reaches the end of the page. When importing a survey from Plum's old survey tool, the Allow Immediate Skip Logic value defaults to disabled to match the behavior of that platform.

Section Titles

This setting determines whether users will hear the section titles when taking the survey. By default, this setting is enabled.

Page Titles

This setting determines whether users will hear the page titles when taking the survey. By default, this setting is enabled.

Assistance Prompt DTMF Value

This setting allows you to set the DTMF value that end-users select to transfer to an assistance telephone number. By default, this value is empty. Setting a value for this option automatically generates a new prompt in the prompt manager. When enabled (for example, “*0” or “021345”) this value also generates an Assistance Phone Number field.

Assistance Phone Number

This is the telephone number where the survey transfers users who enter the Assistance Prompt DTMF value, set above. This setting is language-specific so end-users are transferred to a Customer Service Representative (CSR) who speaks their language. By default, this field is not shown until the Assistance Prompt DTMF Value is set.

TTS Voice

This dropdown menu contains a list of text-to-speech (TTS) voices available for your surveys. Setting the default language TTS engine determine which TTS voices are available. When incorporating TTS into a survey, you must use the same TTS engine for all TTS within that survey. Please note that certain language options have limited TTS support.

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Last updated 4 years ago