Explanation
This feature allows the caller to interrupt the prompt which is playing with speech, just like they can do with DTMF.
This is relevant for speech enabled activities, that are configured with Interruptible=Enabled. (Prompt & Collect Selection, Prompt & Collect Data, Survey Question).
Example of relevant P&C Selection config:
So while the very long prompt is being played, the caller would not have to wait till it ends before making their selection. Instead, the caller will be able to make their selection, either by DTMF or by speech while the speech is playing.
How it works
When a telephony interaction gets into an activity that is both interruptible and speech enabled - it is playing prompts, recording audio and collecting DTMF at the same time.
The caller can make their selection both via speech & via DTMF, during or after the prompts are played.
When the caller is making their selection via speech, the recording can end in 3 ways:
- caller pressed the termination key
- Max Post Recording Time is reached (caller makes their selection and then remains quiet)
- Max Recording Time is reached
When the recording ends the input is processed - we get the text from the audio, and then treat the text as the choice the caller made.
In selection - the caller can select a choice key or label.
Here is an example of choices that are configured :
In this case the caller may pronounce "one", "two", "technical support", "sales" - all would be considered as a valid choice.
Note for implementation:
The 'Max Recording Time' configuration determines the maximum duration for which the caller's recording can capture audio, starting simultaneously with the prompt playback. This setting should allow sufficient time for the caller to listen to the entire prompt before the recording ends, in case the prompt is not interruptible