sf-afcc-ivr-flow

name	sf-afcc-ivr-flow
description	Build IVR into Omni-Channel flows for native Salesforce Voice in Agentforce Contact Center. Use when adding Play Prompt elements, capturing DTMF input, branching on caller response, controlling speech with SSML, choosing voice profiles/languages, playing media prompts, and ending or controlling recording on a call path.
disable-model-invocation	true

AFCC IVR Flow (Play Prompt, DTMF, SSML)

Use This Skill When

• You are adding a traditional IVR / DTMF menu to an Omni-Channel flow (e.g., "Press 1 for Billing").
• You need spoken prompts via text-to-speech (voice profile) or prerecorded media.
• You need to capture and branch on caller input (single-digit menus, multi-digit account numbers, or raw capture).
• You need to shape pronunciation, pauses, dates/numbers/currency with SSML and text normalization.

Prerequisites

• Enhanced Omni-Channel enabled in the org (required for IVR features).
• Permission set: Agentforce Contact Center Admin (Salesforce Voice).
• An existing Omni-Channel flow to modify (see sf-afcc-agentforce-voice-agent for routing flows).

Core Workflow

1. Add a Play Prompt element
   • Setup > Flows > open your Omni-Channel flow. Click + where IVR belongs > Play Prompt. Enter name, description, timeout length.
   • In Prompt, create the record ID and mark it available for input.
2. Choose the prompt source
   • Message = AI voice profile reads text. Media = prerecorded audio (see sf-afcc-media-management).
   • For Message: select a language + voice profile (each language has a default; click Preview Voice). See reference.md for the full profile catalog.
3. Static vs dynamic message
   • Static: type the text directly, e.g. "Welcome to Astro Pop".
   • Dynamic: add a Get Records element before Play Prompt, then build a Text Template resource, e.g. "Hi {!Contact.FirstName}, welcome to Astro Pop". Text templates support SSML.
4. Drive language/voice via variables (optional)
   • New Resource > variables (available for input) for language + voice profile; add an Assignment before Play Prompt to set them from the values in reference.md; reference the variables in the action.
5. Capture user response (DTMF)
   • Response Details > turn on User Response Settings. Set DTMF Response Values, min/max input length, response delimiter, response timeout, and digit timeout. See DTMF patterns below.
6. Configure retries
   • Response Retry > turn on User Response > set Retry Count and optionally a Customize retry message (e.g. "We couldn't quite catch that."). Preview Voice, then Save.
7. Branch and control the call
   • Use the Play Prompt DTMF and Retry Count outputs in a Decision element to route the call.
   • Add Set Recording and Transcription Behaviour to disable recording/transcription on sensitive paths, and End Call to hang up after deflection/callback.

DTMF Patterns

Copy the shape that matches your menu — full detail in reference.md.

• Single-digit menu ("Press 1 for Billing, 2 for Sales"): set DTMF Response Values to the supported digits; on match the flow continues, else it retries; branch on the DTMF output.
• Multi-digit validated value (e.g., 10-digit account number): pass a variable holding the expected value into DTMF Response Value; on match proceed, else turn on Require Response Retry; read the value from the DTMF output.
• Capture without validation: pass a null/empty variable into DTMF Response Value; any input is accepted and forwarded via the DTMF output.

SSML Quick Reference

Supported tags: <break> (all languages) and <phoneme> (English only). Also supports text normalization (dates, numbers, currency, acronyms).

Thank you for calling. <break time="1s"/> Please stay on the line.

<phoneme alphabet="cmu-arpabet" ph="M AE1 D IH0 S AH0 N"> Madison </phoneme>

• <break time="Xs"/> — pause up to 3 seconds; accepts fractions like 0.5s.
• <phoneme> — per-word only; use CMU (recommended) or IPA. Create one tag per word (e.g., first and last name separately).

Guardrails

• Requires Enhanced Omni-Channel — IVR behaves incorrectly without it.
• Phoneme tags are English-only and single-word; don't wrap phrases.
• Keep <break> ≤ 3 seconds (longer values are not honored).
• The DTMF IVR journey is not transcribed or recorded — the Enhanced Conversation transcript won't include audio prompts played by the Omni-Flow.
• Set min/max input length to match your DTMF values (single digit = min/max of 1) or callers can get stuck.

Deliverables

• A working IVR segment in an Omni-Channel flow with prompts, DTMF capture, retries, and decision branching.
• Voice profile / language selection (or variable-driven) aligned to brand tone.
• SSML/normalization applied where clarity or compliance requires it.

Additional Resources

• Full voice profile catalog, DTMF workflows, and text-normalization examples: reference.md
• Media prompts: sf-afcc-media-management. Callbacks that build on IVR: sf-afcc-callbacks.
• Source docs: Add IVR — https://help.salesforce.com/s/articleView?id=service.afcc_sv_add_ivr.htm&type=5 ; Set DTMF — https://help.salesforce.com/s/articleView?id=service.afcc_sv_set_dtmf.htm&type=5 ; Voice Controls — https://help.salesforce.com/s/articleView?id=service.afcc_sv_voice_controls.htm&type=5