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Callers Get Offered Callback with Invalid or Missing IVR Configuration
8x8 Support

Callers Get Offered Callback with Invalid or Missing IVR Configuration

Symptom

Callers are offered a callback option with un-configured menu options (nothing is built out in the IVR script for those menu options). 

For example, the caller presses option 3 and is given an opportunity for a callback although option 3 is not configured in the IVR script.

Applies To

  • 8x8 Contact Center
  • IVR scripts
  • Callbacks

Resolution

There are two options to resolve this issue:

  1. Simply click un-assigned digit(s) and add a Play greeting to say "invalid entry" with a hang-up to drop the call.
  2. Modify the last exit point to offer a callback for additional menu options.

Cause

This is working as designed since 8x8 Contact Center has a feature to avoid dropping customer calls due to an invalid or missing IVR configuration. It will go back to the validated last exit point for an alternate path to route phone calls.

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