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# and * keys in Menu

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  • 1.  # and * keys in Menu

    Posted 06-25-2019 13:09
    No replies, thread closed.
    ​in the menu of a call flow, can the # and/or * keys be defined to disconnect a call when pressed?​
    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Michael Schimento
    Zenith Insurance Company
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  • 2.  RE: # and * keys in Menu

    Posted 06-25-2019 13:43
    No replies, thread closed.
    Yes

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: # and * keys in Menu

    Posted 06-25-2019 13:45
    No replies, thread closed.
    so they would basically be added as a case, like any other digit, and defined to disconnect?

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    Michael Schimento
    Zenith Insurance Company
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    Original Message


  • 4.  RE: # and * keys in Menu

    Posted 06-25-2019 13:48
      |   view attached
    No replies, thread closed.
    Yes

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    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: # and * keys in Menu

    Posted 06-25-2019 13:52
    No replies, thread closed.
    thank you

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    Michael Schimento
    Zenith Insurance Company
    ------------------------------

    Original Message


  • 6.  RE: # and * keys in Menu

    Posted 06-25-2019 14:23
    No replies, thread closed.
    I am having trouble attaching a screenshot, but our menu is set-up as a starting task labeled main menu, in the call flow they utilize "switch", which then has cases where the digit is defined. I am not sure why they did not use the way your screenshot shows a menu....

    I would try to define # and * under there but since we are live right now I do not want to make any changes.

    we use up to case 7, which is defined as digit 7

    currently we d not use digit 8, 9, #, and *

    as an example:

    can make case 8 - # and define the disconnect?
                    case 9 - * and define the disconnect?

    Ideally I would use case 8 and 9 for the 8 and 9 digits digit and use case 10 and 11 for the # and *?




    ​​​​

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    Michael Schimento
    Zenith Insurance Company
    ------------------------------

    Original Message


  • 7.  RE: # and * keys in Menu

    Posted 06-25-2019 14:54
      |   view attached
    No replies, thread closed.
    So your flows looks something like this, using a Collect Input action with a Switch action based on the digit(s) collected.  That's a bit different; the Collect Input action can use the * or # key as a terminating digit, and it will detect it in that context but the key will not be part of the collected digits.​​​  So if the Collect Input action is listening for 1-5 digits with # as the terminating digit and the caller presses 123#, Task.digit will be just 123.  If * or # is pressed and is not the terminating digit, the Collect Input action will take the failure path.​

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    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: # and * keys in Menu

    Posted 06-25-2019 15:04
    No replies, thread closed.
    yes, this is our scenario

    so under this scenario we cannot define # or * under a case, it will always go to failure​ if it is the only digit pressed?

    or can I make # case 8 and disconnect the call?

    you have been very helpful.........​

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    Michael Schimento
    Zenith Insurance Company
    ------------------------------

    Original Message


  • 9.  RE: # and * keys in Menu

    Posted 06-25-2019 15:06
    No replies, thread closed.
    yes, this is our scenario

    so under this scenario we cannot define # or * under a case, it will always go to failure​ if it is the only digit pressed?

    or can I make # case 8 and disconnect the call?

    you have been very helpful.........​

    ------------------------------
    Michael Schimento
    Zenith Insurance Company
    ------------------------------

    Original Message


  • 10.  RE: # and * keys in Menu

    Posted 06-25-2019 15:11
    No replies, thread closed.
    If the only digit the caller presses is # the Collect Input action will take the failure path.  You can add a Disconnect action there if you want, just keep in mind the failure path can also be taken if the caller doesn't press anything, or if you are using a Verification method and the caller repeatedly fails to verify their choice.​

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 11.  RE: # and * keys in Menu

    Posted 06-25-2019 15:15
    No replies, thread closed.
    very helpful, thank you

    so really we should have a true Menu in place.

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    Michael Schimento
    Zenith Insurance Company
    ------------------------------

    Original Message


  • 12.  RE: # and * keys in Menu

    Posted 06-25-2019 17:44
    No replies, thread closed.
    Sounds like it.  Just a couple thoughts about the switch:

    If you're doing some other logic in the starting task before the collect input action, you can keep the starting task and jump to the main menu after your initial logic.

    Menus have built-in retry logic.  Expand the Menu Options section to see them but the defaults are repeat up to 3 times (so it plays 4 times total) at 10 second intervals and the default choice if nothing is chosen after all the retries is to disconnect.  Invalid choices are ignored and don't affect the retry count.  So in your case the caller choosing 8, 9, #, or * would simply hear the menu repeat.  If you want to disconnect immediately on those choices you need to add disconnects for them.  I don't know your use case, but unless your menu tells the customer to press 8/9/#/* to disconnect, it's better to just repeat the menu.  As a caller I would be very annoyed to get hung up on b/c I pressed the wrong digit.​

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    Melissa Bailey
    Genesys - Employees
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    Original Message


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