Views:

FINAL LOGO-170 X 46.png

 

Table of Contents


Introduction
1 - Replay message with a number press
2 - Replay Automatically
      2.1 - Replay Entire Message
      2.2 - Replay From A Desired Point
3 - Applies To
4 - Support


 

Introduction

In InphoniteVoice, there are three methods to have the message repeat. Repeats can be done either by pressing a button or the message can be set to repeat automatically. 

This article will walk you through configuring your messages with repeat ability.

NOTE: For customers that use the SaaS (Web Based) versions of InphoniteVoice, increasing the number of repeats can contribute to calls exceeding one credit per message. If the message being repeated is longer than 1 minute, repeating the message is not advised. 
 

1 - Replay message with a number press

In most cases, a voice message to a live person contains a menu which allows Inphonite to collect a DTMF response and perform an action assigned to a number on the keypad. Numbers 0 through 9 can be assigned to actions like logging a confirm or a cancel, transferring a call, or playing additional information. 

Within the menu, a digit can be assigned to repeat the message from the beginning after collecting a DTMF response or just to repeat the appointment date, time, and/or provider. 
 

Image


To add a repeat to the message, select the desired number. There will be a drop-down menu labeled Action.

Within the Action drop down menu, select Replay the current message.
 

Image


There are two options for the Information to replay. There are options to replay the Entire message or replay Appointment information only.
 

Image


If the menu is changed, it would be beneficial to change what the menu tells the patient. Click Menu Phrases tab on top.
 

Image


Menu Phrases allow one to give instructions for example "To confirm your appointment, please press 1. To cancel or reschedule this appointment, please press 2. For directions to our office, please press 3. To replay this message, please press 4."

Once the Menu Phrases and Digit/Voice Command Mappings have been modified, the option to repeat with a button press is set.

Note: Menu options can be triggered at any time in the message by clicking the + from Telephony Toolbox and adding the "Allow Barge-in" option at the desired point in the message. This will allow the DTMF collection from the menu prior to the options and is a highly recommended feature to use.
 

2 - Replay Automatically

If you want the message to repeat automatically, there are two methods to make this happen. Each method is slightly different but will essentially do the same thing.
 

2.1 - Replay Entire Message

The simplest way to repeat the entire message is to click the Properties button at the bottom of the screen and increase the number of repeats to the message.
 

Image


By default, the number in that field will show a 1, but increasing that number to 2 will trigger the message to repeat an additional time. Repeats in Properties can be triggered up to 9 times.
 

Image


Once the desired number of repeats has been selected, click OK and then click Save.
 

2.2 - Replay From A Desired Point

If you want the message to repeat from a certain point for any reason, there is a tool in the Telephony Toolbox labeled Goto. What a Goto can do is either go to a part of the message with a system label (a label created by InphoniteVoice by default for the start and end of the message), or go to a part of the message with a custom label (a label created by the user). By default there are two labels named [Start] and [End] but other labels can be added using the Label option.
 

Image


The diagram below displays how Inphonite will play a message with a Goto in a logical way. The Goto has been removed to display the message in it's entirety.
 

Image


To get started, if there are any custom points that the message needs to be restarted at, add a label to the message from the Telephony Toolbox and name it. 

Image

 

Image


The message will need to be saved for the custom label to appear in the Goto.

Back in the Telephony Toolbox, add the Goto box to the message at the requested point in the message and select the custom named label.
 

Image


Click the save button.

NOTE: The Goto option can be used to either go forward or backward depending on how the message was configured.
 

Image

 

Image

 

3 - Applies To

This applies to InphoniteVoice 7, InphoniteVoice SaaS
 

4 - Support

If you are unable to find answers to your questions, our Technical Support Department offers per-incident support and annual maintenance contracts.

- OPEN A SUPPORT CASE -

All requests received between 9:00am and 6:00pm Eastern (6:00am and 3:00pm Pacific), Monday through Friday, will be responded to that same day. Our Technical Support team responds to requests in the order received. Requests from customers with Premium Support or Elite will be placed at the head of the queue and attended to by the next available Support Technician.

PLEASE NOTE: Before contacting our Technical Support Team, please review our article "Before You Contact Support".

For more tips and useful information, be sure to check out the Inphonite Blog.


Top

Keywords: messages, messages builder, response, keypad, keys, digits, replay, play again, repeat, options, barge-in, telephony, toolbox, menu