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Callers cannot select an option until end of IVR message
8x8 Support

Callers cannot select an option until end of IVR message

Symptom

Callers have to wait until the end of the IVR message to select an option.

Applies To

Virtual Contact Centre

Resolution

Set the Play object to be interruptible. To do so:

  1. Log in to VCC Configuration Manager as an administrator.
  2. Navigate to Scripts.
  3. Edit the script and go to the Script tab.
    Script_Tab.png
  4. Locate the Play object that announces the options available to the caller and click edit.
    Edit_Play object.png
  5. Change the Playback options to Interruptible (input captured), then click OK.
    Playback_Options.png
  6. Click Save_Button2.png at the top of the script.

Cause

If the playback option is set to uninterruptible, any input will be ignored and callers will have to wait until the end of the audio file to input their option. Changing the playback option to interruptible allows input to be captured while the audio file is played.

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