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Cannot return to the main topic..!!

Cannot return to the main topic..!!

Cannot return to the main topic..!!

Hi all

I have configured call-flow in IPOCC, on the last instruction of Call-Flow we have asked caller to press 0 if you need to return to the main menu (Main topic) but it didn't work...!!

do you know why there is this problem ??

Thank you

RE: Cannot return to the main topic..!!

That's usually a bad idea due to the core mechanics of how IPOCC handles call routing.

The question is what the scenario is and what's the purpose of returning to main menu?
It might be designed better to get the functionality you want.

"Trying is the first step to failure..." - Homer

RE: Cannot return to the main topic..!!

Thanks Janni78, I have configured main menu with IVR_Return task tag (if you want sales team type 1...) and whithin another sub-menu we ask callers to type 0 if you want to start menu from scratch but it is not working....

RE: Cannot return to the main topic..!!

That will not work since it won't play an IVR (1 announcement) element twice.
When this is required I build both the main and sub menus within the same IVR script.

What you also need to make sure is that the IVR script always reaches an End element if nothing is pressed.
Otherwise you will need to check if the call is still active and disconnect if not.

The reason for this is that IPOCC will execute an IVR script until it's finished even though a caller hanged up.
So for example if your default action (no input) is to repeat the menu and someone hangs up in the menu the script will loop for eternity, and when enough people done this you won't have any IVR channels left.

"Trying is the first step to failure..." - Homer

RE: Cannot return to the main topic..!!

So you mean that I have to built the same Call-Flow but within IVR Editor not in Task-Flow Editor ...right ? in order to avoid this problemso IVR can support multi-Level..

Thank you

RE: Cannot return to the main topic..!!

Yes, do all your menus in the same IVR script.

If I have a menu and submenus I usually add 10 for the key pressed in main menu and 1 for the key pressed in submenu to the IVR_return variable.
So if they first press 2 and then 3 I add 20+3.

This is only needed if you need to go back to the main menu from your sub menu, otherwise they could be different scrips.

"Trying is the first step to failure..." - Homer

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