Frequently Asked Questions (FAQ)

📑 Table of Contents

1. What is an Input Node in IVR?
2. What Are the Key Features of an Input Node?
3. How Does the Input Node Work?
4. What Are Common Use Cases for an Input Node?
5. What Are the Prerequisites for Using an Input Node?
6. How Do I Set Up an Input Node?
7. What is the Flow of Data During a Call?
8. Frequently Asked Questions (FAQs)

1. What is an Input Node in IVR?

An Input Node in an Interactive Voice Response (IVR) system is a key component that enables callers to provide input during an active call. This input guides how the call is processed, such as routing the call to the correct department, performing caller verification, or triggering dynamic workflows. The Input Node API interacts with external systems to dynamically control the flow of the call.

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2. What Are the Key Features of an Input Node?

Here are the primary features of the Input Node:

• Caller Interaction:
  Allows users to interact with the IVR system using keypad entries (DTMF) or voice responses (if supported).
• Data Collection:
  Collects input such as menu selections, account numbers, or feedback from the caller.
• Call Routing:
  Dynamically routes the call to specific agents, departments, or workflows based on input, such as PIN numbers or caller location.
• Customization:
  Customizable configurations allow businesses to specify which digits or responses trigger actions and the type of data expected (e.g., numeric only).

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3. How Does the Input Node Work?

The Input Node works by allowing external servers to control the IVR flow during a live call:

1. Caller Interaction: The caller provides input (via keypad or voice).
2. Data Transmission: The Input Node sends this input to an external system via API for further processing.
3. Dynamic Routing: Based on the response, the call is routed dynamically to the next action or agent as per the instructions from the external system.

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4. What Are Common Use Cases for an Input Node?

Here are a few common use cases for the Input Node:

• Caller Verification:
  Use the Input Node to request account numbers or order IDs from callers to verify their identity.
• Dynamic Routing:
  Use caller input to route calls to the right agents or departments, based on PIN numbers or geographical location.
• Survey and Feedback:
  Collect survey responses or feedback during the call, providing valuable data for customer insights.

Example Use Case:

A bank uses the Input Node to request the caller’s 10-digit account number. The system routes the caller to the relevant relationship manager based on the input.

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5. What Are the Prerequisites for Using an Input Node?

To use the Input Node in IVR, the following conditions must be met:

• Publicly Reachable API Endpoint:
  The endpoint for receiving data from MyOperator must be publicly accessible.
• Input Node Feature Enabled:
  The Input Node feature must be enabled in your MyOperator account.
• Anonymous User Access (if needed):
  For scenarios involving large, dynamic user bases (e.g., >200 users), enable anonymous access for callers to interact with the IVR without needing authentication.

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6. How Do I Set Up an Input Node?

To set up the Input Node, follow these steps:

1. Log in to MyOperator Panel:
• Go to API Integrations > Webhook Settings.
2. Configure the Input Node:
• Define the API endpoint where MyOperator will send the input data.
• Specify what type of data you expect (e.g., numeric input for PIN verification).
3. Save and Test:
• Once configured, save the settings and test the Input Node to ensure it interacts with the external system correctly.

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7. What is the Flow of Data During a Call?

Here’s how the Input Node interacts during a call:

1. Caller dials a virtual number in MyOperator.
2. MyOperator sends a request with the caller’s details to your API.
3. Your server responds with the next action, such as the phone number to dial or the message to play.
4. MyOperator follows the instructions to process the call accordingly.

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8. Frequently Asked Questions (FAQs)

Q1. What types of input can the Input Node accept?

• The Input Node accepts both DTMF (keypad) inputs and voice responses (if supported by the system).

Q2. Can the Input Node trigger custom workflows?

• Yes, the Input Node can trigger custom workflows, such as routing the call to specific agents or departments based on user input.

Q3. Is the Input Node suitable for large-scale systems?

• Yes, the Input Node is particularly useful for large user bases, especially when combined with anonymous user access for handling dynamic, time-bound connections.

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📌 Keywords:

Input Node, IVR, MyOperator, API Integration, call routing, caller verification, DTMF, voice response, dynamic workflows, webhook.