Tag : {Digits}

• Digit Tag Summary
• How is the Digits Tag Used?
• Conditions & Restrictions
• Examples of Using the Digits Tag in Cyara Test Cases
• Optional Parameters & Operators for the Digits Tag

Digits Tag Summary

The {Digits} Tag is used to recognise when an IVR is confirming digits such as PIN or telephone numbers. {Digits} Tags are able to recognise any combination of Single-Digit numbers (eg. 1 3 5 9).

Using the {Digits} Tag assists in a more accurate recognition score for that step, as the Cyara Platform will use a specialised set of grammar related to how digits are expressed when performing recognition.

How is the {Digits} Tag used?

The {Digits} Tag is inserted in the Test Case Expect to Hear field to recognise a set of single-digit numbers spoke individually.

In this example above, we expect to hear a phone number spoken as part of step 1. As long as this telephone number does not exceed 20 digits in length, this prompt will return a successful result, independent of the actual numbers spoken.

Conditions & Restrictions

There are a few key points with the {Digits} Tag to be aware of;

• The {Digits} Tag can recognise a maximum sequence of 20 digits.
• The {Digits} Tag can only be used for spoken digits (Digits entered by the customer as DTMF Tones should use the {DTMF} Tag).
• Punctuation characters such as hyphens, dots, and underscores are not recognized; if these are spoken, recognition accuracy will be reduced.
• If a (optional) variable is specified, the stored variable result cannot be used in a subsequent dynamic reply.

Recognition is dependent on the active language of your Cyara Account. You can specify alternative languages for recognition by using the {Language} Tag. Below are examples of digit sets that can be recognised in various languages.

Examples of Using the {Digits} Tag in Cyara Test Cases.

The following examples offer different applications of the {Digits} Tag in Cyara Test Cases, and how the Tag can determine a Successful or Failed Test Case Step. Each of these examples contain the "Actual Audio Heard" by Cyara on the call , the Expect To Hear field on the Test Case and the outcome of that step as it is configured.

Scenario 1.
In this scenario we want to build a Test Case step that will listen for spoken digits, and that will return a successful result regardless of what these digits actually are. This is useful if your IVR contains a security verification prompt that is unique per caller (e.g Your call verification code is 1234). The Digits tag enables you to build a single test case step that listens for any set of digits and returns a Successful Outcome.

Scenario 2.
Now we can build a more complex Test Case Step that includes an Optional Parameter that is available for the {Digits} Tag, the "Length" Parameter. This Parameter changes the {Digits} Tag to listen for a set of digits that is an exact length, or within a set range.
This parameter allows us to build a Test Case that listens for an account PIN number for example, ensuring that it is exactly 4 digits in length without checking what these digits are, see the example below.

Scenario 3.
Building on the above example, we want to confirm that a set of spoken digits is within a correct range, and that it matches an expected set of Digits exactly. To achieve this we will use both of the available Length and Variable Parameters on the same {Digits} Tag.

Optional Parameters & Operators for the Digits Tag.

The {Digits} Tag supports the following additional optional parameters and operators.