Add a collect vector step to prompt the caller to enter digits, for example, a customer ID. The contact center can collect up to 16 digits. You can also assign the collected digits to a COLLECT variable.

The caller can enter the digits at the prompt or after an announcement before the the contact center transfers the call to an agent. The agent’s phone or desktop client displays the collected digits. The contact center displays the collected digits during the call and clears them when the agent receives the next call. If the agent transfers the call to another agent, the collected digits display on the next agent’s phone.

You can use an announcement to prompt the caller to enter the digits. If the caller enters incorrect digits, you can use an announcement to prompt the caller to enter an asterisk (*). When the caller enters an asterisk, Avaya Contact Center – Extended Capacity deletes the digits collected from the current collect step and collects the digits again.

You can specify the maximum number of digits that the contact center can accept from a caller. If the caller enters fewer digits than the administered limit, you can configure an announcement to prompt the caller to enter a pound sign (#) that indicates the end of the digit string. If the caller fails to enter the pound sign, the contact center skips the collect step.