PureEngage On-Premises

Hello,

I have an issue as below and any help is greatly appreciated, thanks

Issue:  "Extra digit passing as the next menu option" in IVR when the user enters the account number with an extra digit (User enters either 6 or 7 digit as the account number)
#Routing(ACD/IVR)

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Thanks,
Sowmya

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Hi,

Use "Clear Buffer" option on the Menu block to clear the key-ahead buffer (see more details in Composer's help).


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Rene Wagner
OmniHouse s.r.o.
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If you are using Composer then do what Rene indicates. If you are using IRD, try to do pause at the strategy or control the CED[] values.

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Jorge Cornejo
VS Telecom LTDA.
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thank you both for your reply, I am using IRD and tried using "Clear Digits", "Plying Silence" and allowing max digits to 7 and min to 6. Still its taking extra digits.


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Thanks,
Sowmya

Sowmya,

The problem is that you're not using a terminator digit to tell the system the difference between a 6 and 7 digit entry.  If someone's entering 6 digits, then immediately trying to navigate a menu, the IVR can't tell the difference because to it, it's a valid 7 digit entry.  You'd have to tell someone to enter their 6 to 7 digit account number, followed by the pound sign, and then once you get those digits, you'd know the entry was complete.

-Ivan

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Ivan Ullmann
Eventus Solutions Group
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Original Message:
Sent: 12-12-2019 15:15
From: Sowmya Vittalrao
Subject: IRD Passing extra digit as next menu option

thank you both for your reply, I am using IRD and tried using "Clear Digits", "Plying Silence" and allowing max digits to 7 and min to 6. Still its taking extra digits.


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Thanks,
Sowmya