IVR End Call action
Overview
Section titled “Overview”The End Call (IVR) action in Stack allows you to immediately disconnect a call through the IVR system. You also have the option to play a final message or custom audio before the call ends. This feature is particularly useful for wrapping up an IVR interaction or providing an informational message to the caller before disconnection.
Action Name
Section titled “Action Name”End Call
Action Description
Section titled “Action Description”The End Call (IVR) action is designed to disconnect a call immediately. You can configure it to play a custom message or audio before the call ends. This is helpful for delivering a final message or confirmation to the caller.
Action Details
Section titled “Action Details”How to Configure
Section titled “How to Configure”-
Action Name: Assign a name to this action for easy identification within your workflow.
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Add Voice Instructions: Toggle this option if you wish to provide a final message before ending the call. If disabled, the call will disconnect immediately.
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Say or Play Message: Decide whether to use a text-to-speech message (“Say a message”) or an uploaded audio file (“Play audio file”).
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Text to Say: If you choose “Say a message”, enter the text that will be spoken to the caller.
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Language: Select the language for the text-to-speech message.
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Message Voice: Choose the voice type (Man or Woman) for the text-to-speech message.
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Number of Loops: Specify how many times the message should repeat. The default is 1.
Field Descriptions
Section titled “Field Descriptions”| Field Name | Description | Mandatory |
|---|---|---|
| Action Name | Name for this action in the workflow | Yes |
| Add Voice Instructions | Toggle to enable or disable adding a final message before ending the call | No |
| Say or Play Message | Choose between “Say a message” or “Play audio file” to deliver the final message | No |
| Text to Say | Input the text that will be converted to speech and played to the caller | No |
| Language | Select the language of the text-to-speech voice | No |
| Message Voice | Choose between “Man” or “Woman” for the text-to-speech voice | No |
| Number of Loops | Number of times to loop the final message (Default is 1) | No |
Example
Section titled “Example”Scenario: At the end of a customer service call, you want to confirm that the system is going to disconnect and thank the customer for their call.
- Action Name: End IVR Call
- Add Voice Instructions: Enabled
- Say or Play Message: Say a message
- Text to Say: “Thank you for calling ABC Services. Your call will now end.”
- Language: English (US)
- Message Voice: Woman
- Number of Loops: 1
When configured, the system will play the message and then automatically disconnect the call.
Additional Notes
Section titled “Additional Notes”- If Add Voice Instructions is disabled, the call will end immediately without any final message.
- Using text-to-speech can be effective for providing dynamic, real-time information before ending a call.
How It Works
Section titled “How It Works”The End IVR Call action is a new addition to your workflows. You can decide how the call ends—whether with a text message, a custom voice message, or abruptly.
Setting Up End IVR Call
Section titled “Setting Up End IVR Call”To set up the End IVR Call action in your workflow, follow these steps:
- Open the workflow that includes the IVR action you want to end.
- Click the + button following any IVR actions such as Gather, Say/Play a Message, or Record.
- Search for the action End IVR Call.
- Choose from the available options:
- End Abruptly (Default): Instantly terminate the call without any message.
- Text Message: Type a message to play a specific number of times before ending the call.
- Custom Music: Upload a voice message or audio file to play before terminating the call, with options for looping.
- Click Save to apply your settings.
Frequently Asked Questions
Section titled “Frequently Asked Questions”How will this impact the current flow?
Section titled “How will this impact the current flow?”This feature improves the user experience by preventing indefinite elevator music. It allows you to reduce IVR call durations once the IVR actions are complete, offering more control over the call ending process.
Is this a premium action?
Section titled “Is this a premium action?”No, this action is available to all users.
What custom options are available for End IVR Call?
Section titled “What custom options are available for End IVR Call?”You can choose from three options:
- End Abruptly: Instantly ends the call.
- Text Message: Plays a custom text message a specified number of times before ending the call.
- Custom Music: Plays a voice message or audio file with looping options before ending the call.
What happens to the IVR actions after End IVR Call actions?
Section titled “What happens to the IVR actions after End IVR Call actions?”All IVR actions following the End IVR Call action will be skipped. However, non-IVR actions in the workflow will continue as planned.