
When Can Transition Happen
Transition happens when user is done speaking. Usually you write your goal of navigating in IVR likeReached xx department
in the condition, and if the digit press is correct and successful, the user sentence will indicate that. You also want to cover scenarios like getting stuck in the IVR, so you can write conditions like Menu repeated xx times
to handle that.
Configure Press Digit Behavior
1
Setup IVR Navigation Instructions
Write up some instruction so that the agent knows whether and what digit to press.
2
Configure Detection Delay
Some IVR systems speak slowly, so to make sure the agent does not make any decision prematurely, you can set a delay on pauses to make sure the whole IVR menu is captured. We recommend setting this to 1 second.
3
Configure Other Settings
For cold transfers, you can configure how the caller ID appears to the next agent:
- Retell Agent’s number: The transfer destination will see the Retell agent’s number
- Transferree’s Number: The transfer destination will see the number that the user is calling from
Rest of Node Settings
- Global Node: read more at Global Node
- LLM: choose a different model for this particular node. Will be used for determining whether and what digit to press.