Genesys Cloud - Main

Hi All:

We have a (very common) scenario in our Call Flow with a Prompt followed by a Menu.

If the Barge In for the Prompt is 'enabled' (as it is by default), and the Caller enters a valid Menu option as the Barge in character, then the input appears to be accepted as Menu Input and the Menu does not play.

For example, I press '1' during the Prompt (to Barge-In) and the IVR accepts this as selecting Option 1 in the Menu, and proceeds without playing the Menu.

Has anyone experienced this?

Offers of a workaround / fix greatly accepted :)

#Routing(ACD/IVR)

------------------------------
Thanks and regards,

Malcolm Green (GCP - PureCloud)
Nexon Asia Pacific
------------------------------

I'd have to guess that's working as designed, as frustrating as that seems.  The routing engine in the background has moved forward a few steps already because you've got the barge option enabled, but still playing the prompt to the caller.  So technically it's already listening for that menu option.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 08-21-2020 02:45
From: Malcolm Green
Subject: Menu Option being Triggered by Barge In

Hi All:

We have a (very common) scenario in our Call Flow with a Prompt followed by a Menu.

If the Barge In for the Prompt is 'enabled' (as it is by default), and the Caller enters a valid Menu option as the Barge in character, then the input appears to be accepted as Menu Input and the Menu does not play.

For example, I press '1' during the Prompt (to Barge-In) and the IVR accepts this as selecting Option 1 in the Menu, and proceeds without playing the Menu.

Has anyone experienced this?

Offers of a workaround / fix greatly accepted :)

#Routing(ACD/IVR)

------------------------------
Thanks and regards,

Malcolm Green (GCP - PureCloud)
Nexon Asia Pacific
------------------------------

Thanks Vaun, I suspected the same.

Was just wondering if there was some way to clear the input buffer in the Call Flow between the Prompt and Menu blocks ... maybe only option is to remember to disable the Barge In?

PS ... just had a thought about using a 'dummy' Collect Input block ... not elegant, but worth a try!


------------------------------
Thanks and regards,

Malcolm Green (GCP - PureCloud)
Nexon Asia Pacific
------------------------------

Original Message:
Sent: 08-21-2020 03:03
From: Vaun McCarthy
Subject: Menu Option being Triggered by Barge In

I'd have to guess that's working as designed, as frustrating as that seems.  The routing engine in the background has moved forward a few steps already because you've got the barge option enabled, but still playing the prompt to the caller.  So technically it's already listening for that menu option.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 08-21-2020 02:45
From: Malcolm Green
Subject: Menu Option being Triggered by Barge In

Hi All:

We have a (very common) scenario in our Call Flow with a Prompt followed by a Menu.

If the Barge In for the Prompt is 'enabled' (as it is by default), and the Caller enters a valid Menu option as the Barge in character, then the input appears to be accepted as Menu Input and the Menu does not play.

For example, I press '1' during the Prompt (to Barge-In) and the IVR accepts this as selecting Option 1 in the Menu, and proceeds without playing the Menu.

Has anyone experienced this?

Offers of a workaround / fix greatly accepted :)

#Routing(ACD/IVR)

------------------------------
Thanks and regards,

Malcolm Green (GCP - PureCloud)
Nexon Asia Pacific
------------------------------