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

How Did 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

VCC IVR scripts with callback functionality, but there are particular menu options that have not been configured or contain invalid call routing.

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 VCC has a feature to avoid dropping customer calls due to a invalid or missing IVR configuration. It will go back to the validated last exit point for an alternate path to route phone calls.