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8x8 Contact Center Drops Calls After Queue Menu Selection
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.

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.