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8x8 Support

8x8 Contact Center Drops Calls After Queue Menu Selection

Symptom

8x8 Contact Center Customer Experience tool shows the caller entered a menu option (DTMF), but it may show another Get Digit followed by system termination. These callers were never routed to a queue.

IVR script has an uninterruptible Play audio file or a Get Digit object with default (3) seconds timeout.

Applies To

  • Contact Center Configuration Manager
  • Scripts

Resolution

Change the playback options to interruptible to avoid this issue.

play_interruptible.JPG

Cause

The initial greeting is set to uninterruptible, and the Get Digit has a default (3) seconds to wait for the digit. If the caller doesn't wait until the end of the initial greeting and presses the digit too early or too late (after 3 seconds), then the call will be terminated by the system.

GetDigit_emptytimeout.JPG

 

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