Genesys Cloud - Main

Hello All,

I'm implementing a quick IVR using a task as a menu and I got the following issue.

1.- First time that I call to the IVR, works fine. I'm able to hear the ivr 3 times, then is disconnected.
2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).

Please, see attached pictore from the simple IVR:



I've tested several IVR's using a task and always i got an issue. Please, check below:


From the following example, the first call enter to the IVR, but when i make a 2nd call, the call does not enter into the IVR or sometimes, just enter direct to the QUEUE. Does not play the initial greeting.



I've tested several ways to make this IVR and is not working.

Why I'm doing this kind of IVR?

This is because, the audio that customer has provided said: "Welcome to company..... if you know the extension, dial now or dial 1 for XXX, dial 2 for XXXX, so I think I need a task to identify when customer dial an extension (4 digits) or when they dial a menu option (1 to 5) using Cases.

I'd appreciate your help finding what I'm doing wrong.

Thank you in advance,
Best,
Sebastián V.

#ArchitectureandDesign
#Implementation
#PlatformAdministration
#Routing(ACD/IVR)

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------

2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).
Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.




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

Hello Melissa and thank you for your answer and time.

Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up. <-- I didn't press any button. In the second call, just go into the IVR, avoid the welcome audio and finish.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.--> I didn't know this option (This is my first IVR and first experience with PC). Just a question, with this option, if I dial 4 numbers into the menu option, purecloud will recognize that I'm dialing an extension and will route to it? If yes, this will fix my problem, because this is my first issue. I'm trying o configure how the IVR will recognize if the customer is dialing a menu option or an extension.

Thank you!


------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------

Original Message:
Sent: 07-08-2019 11:40
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).
Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.




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

I made a quick test doing a normal IVR with normal menu and I've dialed 5081 (My extension into purecloud) and since I'm not into the same network of the edge, I was routed to my voicemail, so i think is working fine. I didn't not try other extension number outside of purecloud number range. I appreciate that tip!

But, trying a second call, some times the phone just finish the call and other time i go directly to the personal message from the menu. I mean the call avoid the initial greeting.

I'm not sure if this is an edge or trunk configuration. Not sure how to proceed with the troubleshooting, since the behavior is random.. for the 2nd call, sometimes go into the personal menu message or something the call just finish.

Thank you in advance.

Best,
Sebastián Valenzuela.

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------

Original Message:
Sent: 07-08-2019 12:13
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa and thank you for your answer and time.

Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up. <-- I didn't press any button. In the second call, just go into the IVR, avoid the welcome audio and finish.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.--> I didn't know this option (This is my first IVR and first experience with PC). Just a question, with this option, if I dial 4 numbers into the menu option, purecloud will recognize that I'm dialing an extension and will route to it? If yes, this will fix my problem, because this is my first issue. I'm trying o configure how the IVR will recognize if the customer is dialing a menu option or an extension.

Thank you!


------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------


Original Message:
Sent: 07-08-2019 11:40
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).
Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.




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

For the 2nd call, are you still talking about the 1st screenshot you posted, where the call plays audio in a loop then disconnects?

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

Original Message:
Sent: 07-08-2019 12:53
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

I made a quick test doing a normal IVR with normal menu and I've dialed 5081 (My extension into purecloud) and since I'm not into the same network of the edge, I was routed to my voicemail, so i think is working fine. I didn't not try other extension number outside of purecloud number range. I appreciate that tip!

But, trying a second call, some times the phone just finish the call and other time i go directly to the personal message from the menu. I mean the call avoid the initial greeting.

I'm not sure if this is an edge or trunk configuration. Not sure how to proceed with the troubleshooting, since the behavior is random.. for the 2nd call, sometimes go into the personal menu message or something the call just finish.

Thank you in advance.

Best,
Sebastián Valenzuela.

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------


Original Message:
Sent: 07-08-2019 12:13
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa and thank you for your answer and time.

Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up. <-- I didn't press any button. In the second call, just go into the IVR, avoid the welcome audio and finish.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.--> I didn't know this option (This is my first IVR and first experience with PC). Just a question, with this option, if I dial 4 numbers into the menu option, purecloud will recognize that I'm dialing an extension and will route to it? If yes, this will fix my problem, because this is my first issue. I'm trying o configure how the IVR will recognize if the customer is dialing a menu option or an extension.

Thank you!


------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 11:40
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).
Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.




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

What you are describing sounds like you might have Speech Recognition turned on and it thinks you are speaking something when the call connects, bypassing the greeting.

What settings do you have under Reconocimiento de voz?

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 07-08-2019 13:29
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

For the 2nd call, are you still talking about the 1st screenshot you posted, where the call plays audio in a loop then disconnects?

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


Original Message:
Sent: 07-08-2019 12:53
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

I made a quick test doing a normal IVR with normal menu and I've dialed 5081 (My extension into purecloud) and since I'm not into the same network of the edge, I was routed to my voicemail, so i think is working fine. I didn't not try other extension number outside of purecloud number range. I appreciate that tip!

But, trying a second call, some times the phone just finish the call and other time i go directly to the personal message from the menu. I mean the call avoid the initial greeting.

I'm not sure if this is an edge or trunk configuration. Not sure how to proceed with the troubleshooting, since the behavior is random.. for the 2nd call, sometimes go into the personal menu message or something the call just finish.

Thank you in advance.

Best,
Sebastián Valenzuela.

------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 12:13
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa and thank you for your answer and time.

Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up. <-- I didn't press any button. In the second call, just go into the IVR, avoid the welcome audio and finish.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.--> I didn't know this option (This is my first IVR and first experience with PC). Just a question, with this option, if I dial 4 numbers into the menu option, purecloud will recognize that I'm dialing an extension and will route to it? If yes, this will fix my problem, because this is my first issue. I'm trying o configure how the IVR will recognize if the customer is dialing a menu option or an extension.

Thank you!


------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 11:40
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).
Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.




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

Hello George, 

Thank you for your time and attention. I've disabled previously: 

I've disabled voice recognition for this IVR.



Thank you.

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------

Original Message:
Sent: 07-08-2019 14:06
From: George Ganahl
Subject: Issue implementing IVR. Calls are not being routed properly

What you are describing sounds like you might have Speech Recognition turned on and it thinks you are speaking something when the call connects, bypassing the greeting.

What settings do you have under Reconocimiento de voz?

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 07-08-2019 13:29
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

For the 2nd call, are you still talking about the 1st screenshot you posted, where the call plays audio in a loop then disconnects?

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


Original Message:
Sent: 07-08-2019 12:53
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

I made a quick test doing a normal IVR with normal menu and I've dialed 5081 (My extension into purecloud) and since I'm not into the same network of the edge, I was routed to my voicemail, so i think is working fine. I didn't not try other extension number outside of purecloud number range. I appreciate that tip!

But, trying a second call, some times the phone just finish the call and other time i go directly to the personal message from the menu. I mean the call avoid the initial greeting.

I'm not sure if this is an edge or trunk configuration. Not sure how to proceed with the troubleshooting, since the behavior is random.. for the 2nd call, sometimes go into the personal menu message or something the call just finish.

Thank you in advance.

Best,
Sebastián Valenzuela.

------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 12:13
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa and thank you for your answer and time.

Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up. <-- I didn't press any button. In the second call, just go into the IVR, avoid the welcome audio and finish.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.--> I didn't know this option (This is my first IVR and first experience with PC). Just a question, with this option, if I dial 4 numbers into the menu option, purecloud will recognize that I'm dialing an extension and will route to it? If yes, this will fix my problem, because this is my first issue. I'm trying o configure how the IVR will recognize if the customer is dialing a menu option or an extension.

Thank you!


------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 11:40
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).
Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.




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

Hello Melissa,

Thank you for your feedback. I've deployed a new IVR with 2 options for normal menu and I've enabled the options for: Listen for extension dialing.



I've tried an extension from purecloud for example 5081 and it was transferred to my voicemail because I was offline, so it is working OK, but after the second call I'm routed to personal message from menu,so the initial greeting es being avoided for some reason. I've to republish the IVR in order to make a new call.


After your tip, I could realize that an initial task is not needed, but for some reason 2nd call still with problems...

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------

Original Message:
Sent: 07-08-2019 13:29
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

For the 2nd call, are you still talking about the 1st screenshot you posted, where the call plays audio in a loop then disconnects?

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


Original Message:
Sent: 07-08-2019 12:53
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

I made a quick test doing a normal IVR with normal menu and I've dialed 5081 (My extension into purecloud) and since I'm not into the same network of the edge, I was routed to my voicemail, so i think is working fine. I didn't not try other extension number outside of purecloud number range. I appreciate that tip!

But, trying a second call, some times the phone just finish the call and other time i go directly to the personal message from the menu. I mean the call avoid the initial greeting.

I'm not sure if this is an edge or trunk configuration. Not sure how to proceed with the troubleshooting, since the behavior is random.. for the 2nd call, sometimes go into the personal menu message or something the call just finish.

Thank you in advance.

Best,
Sebastián Valenzuela.

------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 12:13
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa and thank you for your answer and time.

Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up. <-- I didn't press any button. In the second call, just go into the IVR, avoid the welcome audio and finish.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.--> I didn't know this option (This is my first IVR and first experience with PC). Just a question, with this option, if I dial 4 numbers into the menu option, purecloud will recognize that I'm dialing an extension and will route to it? If yes, this will fix my problem, because this is my first issue. I'm trying o configure how the IVR will recognize if the customer is dialing a menu option or an extension.

Thank you!


------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 11:40
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).
Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.




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

So in this 2nd call you are entering an extension and instead of transferring you are hearing the main menu's menu prompt?  Are you sure you are entering a valid extension, and quickly enough?  If you enter only part of the digits then pause for longer than the Maximum delay for extension dialing then the flow assumes you were done entering digits; since what you entered didn't match a valid extension you remain in the main menu.

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

Original Message:
Sent: 07-08-2019 14:53
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa,

Thank you for your feedback. I've deployed a new IVR with 2 options for normal menu and I've enabled the options for: Listen for extension dialing.



I've tried an extension from purecloud for example 5081 and it was transferred to my voicemail because I was offline, so it is working OK, but after the second call I'm routed to personal message from menu,so the initial greeting es being avoided for some reason. I've to republish the IVR in order to make a new call.


After your tip, I could realize that an initial task is not needed, but for some reason 2nd call still with problems...

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------


Original Message:
Sent: 07-08-2019 13:29
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

For the 2nd call, are you still talking about the 1st screenshot you posted, where the call plays audio in a loop then disconnects?

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


Original Message:
Sent: 07-08-2019 12:53
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

I made a quick test doing a normal IVR with normal menu and I've dialed 5081 (My extension into purecloud) and since I'm not into the same network of the edge, I was routed to my voicemail, so i think is working fine. I didn't not try other extension number outside of purecloud number range. I appreciate that tip!

But, trying a second call, some times the phone just finish the call and other time i go directly to the personal message from the menu. I mean the call avoid the initial greeting.

I'm not sure if this is an edge or trunk configuration. Not sure how to proceed with the troubleshooting, since the behavior is random.. for the 2nd call, sometimes go into the personal menu message or something the call just finish.

Thank you in advance.

Best,
Sebastián Valenzuela.

------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 12:13
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa and thank you for your answer and time.

Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up. <-- I didn't press any button. In the second call, just go into the IVR, avoid the welcome audio and finish.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.--> I didn't know this option (This is my first IVR and first experience with PC). Just a question, with this option, if I dial 4 numbers into the menu option, purecloud will recognize that I'm dialing an extension and will route to it? If yes, this will fix my problem, because this is my first issue. I'm trying o configure how the IVR will recognize if the customer is dialing a menu option or an extension.

Thank you!


------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 11:40
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).
Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.




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

No, I'll try to explain better.

When I call to the IVR for the first time, I can hear the whole Initial greeting and if I dial an extension (I just tried my extension), I was trasnferred to my voice mail, because my phone was disconnected, so this is OK. Dialing extension is working OK, Menu is also working OK, because the call was transferred to the selected queue, but there is an issue after the 1st call.

When I made a second or third call, the initial greeting is not played. The call just started here:



So, now this is the problem, I've to unpublish te IVR and publish it again in order to make a successfully call... but then... from the 2nd call, start failing again until I republish the IVR.

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------

Original Message:
Sent: 07-08-2019 15:02
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

So in this 2nd call you are entering an extension and instead of transferring you are hearing the main menu's menu prompt?  Are you sure you are entering a valid extension, and quickly enough?  If you enter only part of the digits then pause for longer than the Maximum delay for extension dialing then the flow assumes you were done entering digits; since what you entered didn't match a valid extension you remain in the main menu.

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


Original Message:
Sent: 07-08-2019 14:53
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa,

Thank you for your feedback. I've deployed a new IVR with 2 options for normal menu and I've enabled the options for: Listen for extension dialing.



I've tried an extension from purecloud for example 5081 and it was transferred to my voicemail because I was offline, so it is working OK, but after the second call I'm routed to personal message from menu,so the initial greeting es being avoided for some reason. I've to republish the IVR in order to make a new call.


After your tip, I could realize that an initial task is not needed, but for some reason 2nd call still with problems...

------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 13:29
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

For the 2nd call, are you still talking about the 1st screenshot you posted, where the call plays audio in a loop then disconnects?

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


Original Message:
Sent: 07-08-2019 12:53
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

I made a quick test doing a normal IVR with normal menu and I've dialed 5081 (My extension into purecloud) and since I'm not into the same network of the edge, I was routed to my voicemail, so i think is working fine. I didn't not try other extension number outside of purecloud number range. I appreciate that tip!

But, trying a second call, some times the phone just finish the call and other time i go directly to the personal message from the menu. I mean the call avoid the initial greeting.

I'm not sure if this is an edge or trunk configuration. Not sure how to proceed with the troubleshooting, since the behavior is random.. for the 2nd call, sometimes go into the personal menu message or something the call just finish.

Thank you in advance.

Best,
Sebastián Valenzuela.

------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 12:13
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa and thank you for your answer and time.

Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up. <-- I didn't press any button. In the second call, just go into the IVR, avoid the welcome audio and finish.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.--> I didn't know this option (This is my first IVR and first experience with PC). Just a question, with this option, if I dial 4 numbers into the menu option, purecloud will recognize that I'm dialing an extension and will route to it? If yes, this will fix my problem, because this is my first issue. I'm trying o configure how the IVR will recognize if the customer is dialing a menu option or an extension.

Thank you!


------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 11:40
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).
Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.




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

Is speech recognition turned on?

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

Original Message:
Sent: 07-08-2019 15:14
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

No, I'll try to explain better.

When I call to the IVR for the first time, I can hear the whole Initial greeting and if I dial an extension (I just tried my extension), I was trasnferred to my voice mail, because my phone was disconnected, so this is OK. Dialing extension is working OK, Menu is also working OK, because the call was transferred to the selected queue, but there is an issue after the 1st call.

When I made a second or third call, the initial greeting is not played. The call just started here:



So, now this is the problem, I've to unpublish te IVR and publish it again in order to make a successfully call... but then... from the 2nd call, start failing again until I republish the IVR.

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------


Original Message:
Sent: 07-08-2019 15:02
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

So in this 2nd call you are entering an extension and instead of transferring you are hearing the main menu's menu prompt?  Are you sure you are entering a valid extension, and quickly enough?  If you enter only part of the digits then pause for longer than the Maximum delay for extension dialing then the flow assumes you were done entering digits; since what you entered didn't match a valid extension you remain in the main menu.

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


Original Message:
Sent: 07-08-2019 14:53
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa,

Thank you for your feedback. I've deployed a new IVR with 2 options for normal menu and I've enabled the options for: Listen for extension dialing.



I've tried an extension from purecloud for example 5081 and it was transferred to my voicemail because I was offline, so it is working OK, but after the second call I'm routed to personal message from menu,so the initial greeting es being avoided for some reason. I've to republish the IVR in order to make a new call.


After your tip, I could realize that an initial task is not needed, but for some reason 2nd call still with problems...

------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 13:29
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

For the 2nd call, are you still talking about the 1st screenshot you posted, where the call plays audio in a loop then disconnects?

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


Original Message:
Sent: 07-08-2019 12:53
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

I made a quick test doing a normal IVR with normal menu and I've dialed 5081 (My extension into purecloud) and since I'm not into the same network of the edge, I was routed to my voicemail, so i think is working fine. I didn't not try other extension number outside of purecloud number range. I appreciate that tip!

But, trying a second call, some times the phone just finish the call and other time i go directly to the personal message from the menu. I mean the call avoid the initial greeting.

I'm not sure if this is an edge or trunk configuration. Not sure how to proceed with the troubleshooting, since the behavior is random.. for the 2nd call, sometimes go into the personal menu message or something the call just finish.

Thank you in advance.

Best,
Sebastián Valenzuela.

------------------------------
Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 12:13
From: Sebastian Valenzuela
Subject: Issue implementing IVR. Calls are not being routed properly

Hello Melissa and thank you for your answer and time.

Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up. <-- I didn't press any button. In the second call, just go into the IVR, avoid the welcome audio and finish.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.--> I didn't know this option (This is my first IVR and first experience with PC). Just a question, with this option, if I dial 4 numbers into the menu option, purecloud will recognize that I'm dialing an extension and will route to it? If yes, this will fix my problem, because this is my first issue. I'm trying o configure how the IVR will recognize if the customer is dialing a menu option or an extension.

Thank you!


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Sebastian Valenzuela
CrossNet S.A.


Original Message:
Sent: 07-08-2019 11:40
From: Melissa Bailey
Subject: Issue implementing IVR. Calls are not being routed properly

2.- Second time the call does not enter into the IVR. My phone just finish the call. (Not sure why).
Did you press a button on your phone?  If you did & barge-in is enabled that would explain why it hung up.


For your other calls, you can use a normal menu and turn listen for extension dialing on.  It's under the Menu Options section.




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Melissa Bailey
Genesys - Employees