Dial By Name - What if they don't press 1 to connect? 1

[ame540]

Hi-

This has been a question i've had for a while and since we need to redo our call flow in IP Office i figure its a good time to try and fix this problem.

We have the system setup with a Dial by name Telephony Action.

People are able to search the directory using last names, and IPO is able to find users no problem. What i am not sure about is when they are presented with the destination person's name (Joe Smith) and given the choice to hit 1... if a caller hits any other number on the key pad (2, 3, 4) they are immediately told "invalid option, for help press *H"

How can i setup my call flow to allow callers to at least try again, or failing that get connected to our customer service department?

The False action seems to just drop the call.

thanks a bunch guys!

-Aaron

 

[amriddle01]

Loop the false result back to the beginning of the dial by name option

http://www.ipoffice.tel

 

[NYSTECH]

Use $ and send it back to begining of module

 

[qtelcom]

yeah, they'll just need to make sure and hit the correct key. It would be nice if they hit an invalid option it would list the available choices/matches again, but it doesn't from that DBN action.

 

[ame540]

That's the problem, the False option is not doing anything.

Currently I have it looped back to the beginning of the module but it does not direct the caller there. They will just hear "invalid option, for help press *H"

I agree with qtelcom, it would be awesome if there was a specified invalid option to configure some logic to.

NYSTECH - where would you specify $?

 

[amriddle01]

That is silly

http://www.ipoffice.tel

 

[qtelcom]

Yeah once a match has occurred in the DBN action, then it's true. Then if the user can't hit the right key from there, they are stuck with that message "invalid option, for help press *H"

The only way out, is to press *H (*4), from there you are presented with a plethora of options, if you select nothing after pressing *4 then the matched list is replayed to you again.

 

[qtelcom]

I should note that the user can always hit the right key that was originally presented to them, even after the message "invalid option, for help press *H, so technically pressing *H isn't the only way out...)

 

[ame540]

That was the answer i was looking for. I figured it was a limitation of IPO but wasn't sure if there was some kind of work around available.

We may stop using the dial by name directory as i've heard that some people (given they seem to be somewhat technically challenged) have a hard time with the system (???)

I'd rather build another menu that lets people dial the extension if they know it, but if its invalid transfers them to customer service to get some assistance.

Thanks guys!