Input collector

Create an input collector

An input collector is used to collect information from the caller before or during a call. This could be, for example, customer number, social security number or identification via BankID.

In this guide, we create an input collector for BankID and then connect it to a response group.

1. Create a new input collector

1. Click on the gear wheel .

2. Go to Organization Settings .

3. Expand Phone System .

4. Click Input Collector .

5. Click Create Input Collector .

6. Enter a name , for example BankID .

7. Enter a display name , for example BankID .

The display name is the name that appears in connection with the collected information.

2. Select input type

Here you choose which type of input collector you want to create.

You can choose between:

• Custom input type – collects any numeric input, such as PIN, customer number, or similar.

• Personal identification with BankID – collects Swedish personal identification number and verifies the person with BankID.

Select the option that best suits the information you want to collect from the caller.

3. Select webhook or provider

Under Webhook connection, you can connect the input collector to external systems.

• If you are using an external provider via webhook, select it under Select webhook .

• If no webhook is to be used, you can leave the field blank.

4. Select activation mode

Under Activation, you control how the input collector is started.

You can choose between:

• The caller or agent activates

  The caller can activate the collection before queuing, and the agent can activate it during the call.

• Automatic before queue

  Input collection starts automatically before queuing and becomes mandatory.

• Agent activates during call

  Input collection can only be started by an agent during the call.

Choose the option that best suits your flow.

5. Set activation

After you select the activation mode, specify how the caller starts the collection.

1. Enter the activation key , for example *.

2. Set activation timeout .
   • Minimum value: 5 seconds

   • Maximum value: 60 seconds

3. Add an activation message if the caller should receive instructions before the collection starts.

Example of activation message:

Press star to identify yourself with BankID.

6. Set up input collection

Under Input collection , you specify how the input itself should work.

For BankID, you can, for example, set:

• Social security number length – choose whether the social security number should be entered with 10 or 12 digits.

• End with square – enable if the caller should end the input with #.

• Input timeout – how long the system should wait for input after collection has been activated.
  • Minimum value: 10 seconds

  • Maximum value: 60 seconds

If no input is received within the selected time, the collection is canceled.

7. Add messages

You can add messages that are played to the caller during the flow.

Common messages are:

• Message for entering social security number

  Played when the caller is about to enter their social security number.

• Message upon identification

  Played after the social security number has been entered, for example with instructions to open the BankID app.

• Message on retry

  Played if identification fails and the caller is allowed to try again.

• Confirmation message

  Played after successful identification.

You can also choose voice and speech synthesis for the messages if it is enabled in the system.

8. Set up identification

Under the identification settings, you specify how the BankID flow should be handled.

1. Set the identification timeout – how long the system should wait for the caller to complete identification.

2. Enter the number of attempts in case of failed identification.

3. Choose what should happen in case of failure, for example:
   • Pass without action

   • Cancel the call

   • Forward according to selected flow

Choose the option that best suits how you want to handle callers who cannot complete identification.

9. Create the input collector

Once all settings are complete, click Create .

The input collector is now created and can be used together with BankID.

10. Connect the input collector to a response group

For the input collector to be used in the call flow, it needs to be connected to a response group.

1. Go to the response group where the input collector will be used.

2. Open the response group settings .

3. Go to Input Collector .

4. Select the input collector you just created.

5. Save the changes.

Once this is complete, the input collector can be activated according to the activation mode you have chosen.

Collected input is also displayed in toasts for incoming calls and in the dialer .