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  • 1.  Prompt gets interrupted when the caller pressed any keys

    Posted 7 hours ago

    Hi All,

    I would like to know if there is a feature or configuration setting in Genesys Cloud that allows a prompt to continue playing without being interrupted by caller input.

    Current build:

    IVR Menu → Prompt → Transfer to Survey

    Scenario:

    A caller selects an option from the IVR menu. While the prompt is playing, the caller presses a random key or number. The prompt is then interrupted, and the call transfers to the survey.

    Is there a way to prevent caller keypresses from interrupting the prompt so the full prompt can finish playing before the call transfers to the survey?

    Thank you so much for your help.





    #Architect

    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    Outbound Dialer Systems Administrator
    ------------------------------


  • 2.  RE: Prompt gets interrupted when the caller pressed any keys

    Posted 6 hours ago
     
    Yes. In prompts there is an option called "Enable Barge-in" and, when enabled, it allows the caller to interrupt the audio.
     
    I recommend checking how it's configured in the flow. Here's the documentation link (it also shows where to find the setting):

    https://help.genesys.cloud/articles/about-barge-in-options/


    ------------------------------
    Elisson Fernandes
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    Original Message


  • 3.  RE: Prompt gets interrupted when the caller pressed any keys

    Posted 6 hours ago

    Hi Rechelle,

    +1 to the barge-in point already mentioned.

    If the intent is for the caller to fully hear the message before proceeding, another approach could be to separate the playback and acknowledgement steps.

    For example:

    • Play the message (with no input expected)
    • Then present a menu like "Press 1 to continue to survey"

    This ensures the caller hears the full prompt before moving forward, rather than interrupting it with input.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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    Original Message


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