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IRD Passing extra digit as next menu option

  • 1.  IRD Passing extra digit as next menu option

    GCAP Member
    Posted 12-11-2019 17:28
    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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  • 2.  RE: IRD Passing extra digit as next menu option

    Posted 12-12-2019 03:23
    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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  • 3.  RE: IRD Passing extra digit as next menu option

    Posted 12-12-2019 12:27
    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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  • 4.  RE: IRD Passing extra digit as next menu option

    GCAP Member
    Posted 12-12-2019 15:16
    Edited by Sowmya Vittalrao 12-12-2019 15:17
    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



  • 5.  RE: IRD Passing extra digit as next menu option

    Posted 12-12-2019 15:54
    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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