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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

  • 8x8 Contact Center
  • Contact Center Configuration Manager 
  • Scripts

Resolution

Set the Play object to be interruptible.

  1. Log in to Contact Center Configuration Manager as an administrator
  2. Click Scripts.
  3. Click Edit (pencil icon).
  4. Navigate to the Script tab.
    Script_Tab.png
  5. Locate the Play object that announces the options available to the caller
  6. Click edit.Edit_Play object.png
  7. Change the Playback options to Interruptible (input captured).
    Playback_Options.png
  8. Click OK.
  9. Click Save.

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.