Voice - Survey after call
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This page explains how to use Telesign Voice to set up a survey after a call. A common way of doing a survey after a call is to play a message asking a customer if they would mind staying on the line after they finish speaking with an agent. If the customer agrees, at the end of speaking with an agent, they are cold transferred to a survey asking questions.
Before you begin
Make sure you have the following:
- Telesign authentication credentials: Your Customer ID and API key.
- Telesign phone number: A phone number you have purchased from Telesign to use as a caller ID. Purchase a number using the Telesign Phone Numbers API or ask our Customer Support Team to purchase a number for you. Make sure that the number is voice-capable (include the parameter and value
voice_capable=truein your request to the Phone Numbers API). Refer to Phone Numbers API - Get Started for more details.
- Webhook endpoint: A notification service you have set up for Telesign to post Event notifications to. See Voice - Receive Events with webhooks for instructions on how to set that up.
- Cold transfer capability: See Voice - Perform a cold transfer. You must set this up before setting up customer surveys.
Be sure also to only use supported standards and codecs (see Voice - Supported standards and codecs).
Telesign calls have a maximum call duration of four hours. You can also set a shorter maximum for an individual call.
Implement a survey
Imagine that agent C from the credit card company in a cold transfer scenario asks the caller to stay on the line for a survey, and the caller agrees. The agent hangs up. Telesign sends a
call_leg_completed Event to the credit card company's server using the customer event URL provided by the company. The server responds by sending the
play Action using the
collect_digits option. You can repeat this cycle until you have asked all your questions and collected all desired information.
Refer to Voice - Play audio and collect digits for details about the play feature and how to set up to collect digits.
Updated 5 days ago