Implicit Confirmation Step

Use the Implicit Confirmation step to confirm an action without having to ask a question. This step is typically used in speech-enabled Solutions.

A prompt explaining the action to be taken is played back and the system waits a configured number of seconds for input from the caller. If the caller presses any DTMF digits or speaks anything before the configured timeout, the confirmation is considered to have failed, and an Explicit Confirmation step should be used.

For DTMF media, the caller can fail the confirmation only by entering DTMF digits.

Note	When any previous escalating prompt in the script enters the Implicit Confirmation step, it is reset to the first prompt in its list.

When a valid string of digits is received, a prompt plays the extension that will be dialed, based on the caller’s input. The Implicit Confirmation step is usually configured to give the caller two seconds after hearing the prompt to decline confirmation before timeout.

Under the No output branch of the Implicit Confirmation step, an If step tracks the number of times the confirmation is attempted before the script moves to a subsequent step.

If the extension played back to the caller is accurate and the caller makes no effort to stop the operation, the Yes output branch executes, and a Call Redirect step attempts to connect the caller to the desired extension.

Figure shows the customizer window for the Implicit Confirmation step.

The following table describes the properties of the General tab of the Implicit Confirmation customizer window:

Properties / Buttons	Description
Contact	Variable indicating the contact that triggers the execution of the step. Default is the Triggering Contact, unless another contact is specified.
Interruptible	Radio button. Yes—An external event (such as an agent becoming available or a caller hanging up) can interrupt the step. No—The step must complete before any other process can execute.

The following table describes the properties of the Prompt tab of the Implicit Confirmation customizer window:

Properties / Buttons	Description
Prompt	Variable or expression indicating the prompt played to the caller.
Continue on Prompt Errors	Radio button. Yes—The step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller. No—An exception results, which can then be handled in the script.

The following table describes the properties of the Input tab of the Implicit Confirmation customizer window:

Properties / Buttons	Description
Timeout	Variable indicating the number of seconds without a caller response before confirmation is considered successful. (Usual value is 2 seconds.)