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.
- Virtual Contact Center
- IVR scripts
There are two options to resolve this issue:
- Simply click un-assigned digit(s) and add a Play greeting to say "invalid entry" with a hang-up to drop the call.
- Modify the last exit point to offer a callback for additional menu options.
This is working as designed since Virtual 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.