Play Message Panel

Overview

The Play Message panel plays audio prompts to callers, either from a prerecorded audio file or via text-to-speech (TTS) conversion. It can also collect caller input through DTMF keypad entry, speech recognition (ASR), or both, which can then be used to drive routing decisions within a Logic+ flow.

Before You Begin

Message playback is optional. To play audio, you must supply at least one of the following:

• A prerecorded audio file (.WAV format only) uploaded directly to the panel or referenced by URL

• A text string to be spoken by the TTS engine

Input collection is also optional. If you want to capture caller input, select an Input Type of DTMF, Speech, or Both, and declare a variable in the Response Variable Name field to store and pass that input to downstream panels.

Properties

• Name

  • Enter a unique, descriptive name to identify the panel.

• Description

  • Enter any notes about the panel for reference. This field is collapsed by default; select the down arrow to expand it.

• Initiates Flow

  • Designates this panel as the starting point of the Logic flow. When selected, this panel will be the first to execute when the flow is triggered. This can only be removed by setting a different panel as the flow initiator.

• Redact Data in Logging

  • Disables data logging for this panel to support data redaction requirements. This feature is available upon request and is subject to change.

• Upload Prompt

  • Upload a new audio file by clicking Choose .wav file… and selecting a .wav file that has been previously created by you. For format specifications, see the Logic+ Sound Files page.

• Available Prompts

  • Allows you to browse uploaded WAV audio files and play them for review.

Fields

Prompt

Select a hosted audio file to play to the caller.

• Use Dropdown: Select an audio file from the available list.

• Use Variable: Reference a variable containing an audio file name to enable dynamic playback within the same IVR flow.

Language

Choose the language for text-to-speech playback. Selecting a language will populate the Voice field with available voices for that language. See the TTS Languages in Logic+ page for supported languages.

• Use Dropdown: Select a language from the list. Note that not all listed languages have available voices.

• Use Variable: Reference a variable containing a language value to support varied caller experiences within the same flow.

Voice

Choose the TTS voice to use for the selected language. The default is Joanna (US English). See the TTS Languages in Logic+ page for a full list of available voices.

• Use Dropdown: Select a voice from the list.

• Use Variable: Reference a variable containing a valid voice name. Voice names must begin with a capital letter and must not include diacritic marks.

Content

Enter the text you want the TTS engine to speak to callers as an audio prompt.

Input Type

Determines how this panel collects input from callers. Select one of the following options:

Response Variable Name

Enter a unique variable name to store caller input when an Input Type other than None is selected. This variable can then be referenced in subsequent panels for routing or additional logic. While optional, it is strongly recommended if you intend to use the collected input elsewhere in the flow.

Interruptible

When enabled, callers can interrupt the audio prompt by providing input (DTMF or speech, depending on the selected Input Type), which immediately routes them to the next step in the flow.

• Off (default): The prompt plays in full before input is accepted.

• On: Input from the caller will interrupt and stop the prompt.

Repeat Count

Set the number of times the audio prompt will repeat if no valid input is received. The default is 0 (no repetition). If the prompt would repeat more times than this limit, the caller is routed through the Repeat Limit Reached exit path.

• Use Number: Specify a fixed number of repetitions.

• Use Variable: Reference a variable to allow dynamic repetition behavior within the flow.

Repeat Delay

Set the number of seconds to wait before repeating the audio prompt.

• Use Number: Specify a fixed delay in seconds.

• Use Variable: Reference a variable for a dynamic delay value.

Maximum DTMF Length

Set the maximum number of DTMF digits the panel will accept. For example, a value of 3 allows inputs of up to three digits (e.g., 123, 85, or 6) but not four or more (e.g., 1234).

• Use Number: Specify a fixed maximum length.

• Use Variable: Reference a variable for a dynamic maximum length.

Minimum DTMF Length

Set the minimum number of DTMF digits required. For example, a value of 5 requires at least five digits (e.g., 12345 or 850561) but rejects inputs of four or fewer (e.g., 1234, 850, 61, or 7).

• Use Number: Specify a fixed minimum length.

• Use Variable: Reference a variable for a dynamic minimum length.

Between-Input Timeout

Set the maximum number of seconds allowed between consecutive DTMF digits. The default is 1 second. Acceptable values range from 1 to 10 seconds.

• Use Number: Specify a fixed timeout value.

• Use Variable: Reference a variable for a dynamic timeout value.

Terminating Character

Select the digit or character that signals the end of DTMF input. Options include 0–9, *, and #.

Valid DTMF Inputs

Define a list of acceptable DTMF strings for this panel. Enter a string and click Create to add it to the list. Only inputs that match an entry in this list will be stored in the variable defined in the Response Variable Name field.

Exits

Use each exit path's dropdown to connect to a downstream panel in your flow.

• Default

  • The path taken when the panel completes normally, including when valid input is received and matched against the Valid DTMF Inputs list.

• Repeat Limit Reached

  • The path is taken when the audio prompt would repeat more times than the limit set in Repeat Count.

• Error

  • The path taken if an error occurs during panel execution.

Related Articles

• Logic+ Sound Files

• Text-to-Speech Voices in Logic+