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NOTE:

If you are interested in trying TeleSign’s Voice API, sign up by navigating to our Voice API signup page.

Survey a Customer

With TeleSign’s Voice API, you can 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.

NOTE:

TeleSign calls have a maximum call duration of four hours.

Requirements

To implement a customer survey with TeleSign’s Voice API, you must have the following:

Implement a Survey

This use case builds on the Perform a Cold Transfer use case. To get started, set up that use case. Then return here.

Imagine that agent C from the credit card company in the Perform a Cold Transfer scenario asks the caller to stay on the line for a survey, and the caller agrees. The agent hangs up. TeleSign posts 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 requesting the play action using the collect_digits option. You can repeat this cycle until you have asked all your questions and collected information.

Refer to the Stream Audio and Collect Digits page for details about the play feature and how to set up to collect digits.

Next Steps

This section offers some suggestions for next steps to take.