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  • 1.  Best option for repeating IVR menu but need to add "pre-audio"

    Posted 07-19-2022 10:52
    No replies, thread closed.
    We have requirement to play menu and if it times out or invalid selection, we would like to play "Sorry, I didn't get that...." then play the menu exactly again, then if it happens again, we want to play, "Sorry, I still didn't get that...." then play the menu.  Has anyone done this without building out 2 additional menus per option?

    thoughts on best way to accomplish?
    #ArchitectureandDesign
    #Implementation
    #Telephony

    ------------------------------
    Clayton Curtis
    Enova Online Services, Inc.
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  • 2.  RE: Best option for repeating IVR menu but need to add "pre-audio"

    Posted 07-19-2022 11:10
    No replies, thread closed.
    You could create a task that records how many times "around the loop" you have been in a flow variable, and then uses this to determine whether to play the audio or not before returning to the menu. Make this the default action in the menu and set the menu to not auto-repeat.

    When it times out, it will perform the action, play the audio (or not) update the variable and the loop round.

    Of course, you will also now need to programmatically "escape" after the desired number of repeats.

    HTH


  • 3.  RE: Best option for repeating IVR menu but need to add "pre-audio"

    Posted 07-21-2022 01:38
    No replies, thread closed.
    Hi Clayton -

    I agree with @Paul Simpson​, a Task is the best way to achieve this.

    In fact, if you need anything other than simple nested menus, best to jump to a Reuseable Task, then include a 'Jump to Menu' block to return. For example, if you use nested menus, you also lose the ability to inject Flow Outcomes / Milestones.

    Cheers!

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific Pty. Ltd.
    ------------------------------

    Original Message


  • 4.  RE: Best option for repeating IVR menu but need to add "pre-audio"

    Posted 07-20-2022 07:37
    No replies, thread closed.
    Hi Clayton, we're working on this exact scenario. Did you manage to get anywhere with it?

    Thanks

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    Chris Marsden
    CloudComm 360 Ltd
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    Original Message


  • 5.  RE: Best option for repeating IVR menu but need to add "pre-audio"

    Posted 07-20-2022 10:59
    No replies, thread closed.
    i think we found a solution.  We are in testing now and will post when fully approved.

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    Clayton Curtis
    Enova Online Services, Inc.
    ------------------------------

    Original Message


  • 6.  RE: Best option for repeating IVR menu but need to add "pre-audio"

    Posted 07-21-2022 12:29
    No replies, thread closed.
    Just an update....Using reusable task was the trick or best option at the time.  So, we changed all settings in the flow for 0 repeats on the menu.  If invalid option selected we sent to reusable task which had a counter.  First time played "Sorry I didn't get that..." then previous menu block.  Second time to that task played "Sorry Still didn't get that..." and back to menu.  third time, we go to agent.  thanks for advice.

    ------------------------------
    Clayton Curtis
    Enova Online Services, Inc.
    ------------------------------

    Original Message


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