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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.
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.
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.
There are two options for the Information to replay. There are options to replay the Entire message or replay Appointment information only.
If the menu is changed, it would be beneficial to change what the menu tells the patient. Click Menu Phrases tab on top.
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.
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.
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.
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.
Once the desired number of repeats has been selected, click OK and then click Save.
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.
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.
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.
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.
Click the save button.
NOTE: The Goto option can be used to either go forward or backward depending on how the message was configured.
This applies to InphoniteVoice 7, InphoniteVoice SaaS
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For more tips and useful information, be sure to check out the Inphonite Blog, News, and YouTube.
Keywords: messages, messages builder, response, keypad, keys, digits, replay, play again, repeat, options, barge-in, telephony, toolbox, menu