How To: Configure Accessible Kiosk with IVR

Using the IVR Mode (Interactive Voice Mode) provides the highest accessibility level, enabling visually impaired customers to use the kiosk by reading the screen content (text-to-speech) and making selections using a physically accessible numeric keypad.

This document takes you through the required steps for configuring an IVR-enabled kiosk.

IVR Mode is only supported for Kiosks using Version 3 profiles.

Select Text-to-Speech Voices

In this step, you choose the voice for text-to-speech for each language supported by the kiosk.

Go to Admin Tools -> Settings -> Localization.
For each language, open the context menu and click Edit.
Use the Edit Language dialog to choose a voice. Make sure to choose a voice that matches the selected language.

Enable IVR Mode for the Kiosk

In the Kiosk details page, check the "Enable Interactive Voice Response (IVR) Support" box.

Customizing the IVR Texts

The Public App Profile tool allows customization of the texts read by the text-to-speech engine. Texts used for text-to-speech are marked with a speaker icon.

Supported Flows

IVR Mode relies on a physically accessible numeric keypad. These keypads typically contain digits, Enter/OK, Cancel, and optionally Backspace/Delete buttons.

The IVR mode is not supported for kiosk pages that require extended input; therefore, it can be used for basic kiosk flows.

Pages Supporting IVR Mode:

Home page
Walk-in service: choosing a walk-in service.
Service type: choosing a service type.
Contact phone number: enter a phone number (walk-in flow)
Check-in with phone number: Check-in to a scheduled appointment using a phone number.
Customer appointments: listing scheduled appointments, allowing the customer to check in to a specific appointment.
Case in queue: showing case details and optionally printing a ticket after a successful queue-up or check-in.