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Menu Step Branch Timeout/Unsuccessful do not work

Hello,

 

Good day to whoever reads the thread, so my question is quite simple and small but i could not find any solution on google, I just thought this might be a better way of finding an answer.

 

so i am building a script and i am using Menu step inside my script and under the timeout and unsuccessful branch i play my own prompt of invalid input and then loop it back to menu but its not playing my prompt rather it just plays a system prompt and loops it back to the menu.

 

in the reactive debug i can see that the timeout/unsuccessful branch is not even executed, i mean the script don't go to unsuccessful branch when you enter wrong input.

 

An idea how can i play my own prompt rather the system prompt?

 

Thank you

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1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Participant

Re: Menu Step Branch Timeout/Unsuccessful do not work

I agree that the solution to playing your own "error" or Timeout/Unsuccessful messages to the Call Contact would be to set the retries to zero.  However, if you do that, then they will not be able to "Retry" any entry for that particular menu without additional considerations...

 

2020-0623-maxRetries.png2020-0623-maxRetries-Help.png

 

So if we look at the Default setting of three, the Call Contact will receive three system default messages if they make no selection during the timeout period--before the call goes down the Timeout branch; likewise the Call Contact will receive three system default messages if making a non-available selection before it goes does down the "Unsuccessful" branch.

2020-0623-menuRetriesDefault.png

 

 

If we change the Maximum Retries setting to zero, it will go down the specified branch of the Call Contact input (or Timeout branch for non-input) and those actions will be followed--but with no return to the menu if you add no logic for this...

2020-0623-menuRetriesDefaulttoZero.png

 

 

If a little simple looping logic is added, you can return the Call Contact to the menu and have them "Try Again."

2020-0623-menuRetriesToZeroCustomMsgs.png

You will be able to play a "Retry" or "instructional" message as to why they are hearing the message and any additional instruction as to be successful at navigating through this menu.

 

Hope this helps.

-Sean

View solution in original post

8 REPLIES 8
Highlighted
VIP Mentor

Re: Menu Step Branch Timeout/Unsuccessful do not work

Good day to you as well. You have to set your Retry value on the menu to 0. Give that a shot and let me know.

Anthony Holloway
Highlighted

Re: Menu Step Branch Timeout/Unsuccessful do not work

worked like a charm Sir ... thank you so much for your help .

 

Regards,

Masood

Highlighted
Participant

Re: Menu Step Branch Timeout/Unsuccessful do not work

I agree that the solution to playing your own "error" or Timeout/Unsuccessful messages to the Call Contact would be to set the retries to zero.  However, if you do that, then they will not be able to "Retry" any entry for that particular menu without additional considerations...

 

2020-0623-maxRetries.png2020-0623-maxRetries-Help.png

 

So if we look at the Default setting of three, the Call Contact will receive three system default messages if they make no selection during the timeout period--before the call goes down the Timeout branch; likewise the Call Contact will receive three system default messages if making a non-available selection before it goes does down the "Unsuccessful" branch.

2020-0623-menuRetriesDefault.png

 

 

If we change the Maximum Retries setting to zero, it will go down the specified branch of the Call Contact input (or Timeout branch for non-input) and those actions will be followed--but with no return to the menu if you add no logic for this...

2020-0623-menuRetriesDefaulttoZero.png

 

 

If a little simple looping logic is added, you can return the Call Contact to the menu and have them "Try Again."

2020-0623-menuRetriesToZeroCustomMsgs.png

You will be able to play a "Retry" or "instructional" message as to why they are hearing the message and any additional instruction as to be successful at navigating through this menu.

 

Hope this helps.

-Sean

View solution in original post

Highlighted
VIP Mentor

Re: Menu Step Branch Timeout/Unsuccessful do not work

I'm not sure if you like saving script steps or not, but here's an advanced move when incrementing and checking a threshold back to back, in order to combine them into the same step.

 

If (++MenuLoopCount < MenuMaxRetries)

This will increment MenuLoopCount first, and then compare it to MenuMaxRestries after.  So the net result is the same, just one less step.


Anthony Holloway
Highlighted
Participant

Re: Menu Step Branch Timeout/Unsuccessful do not work

...yes, I am interested.  Some habits are hard to break though.   :-)

-Sean

Highlighted

Re: Menu Step Branch Timeout/Unsuccessful do not work

worked like a charm ... thank you so much sir for your helping me out in detail.

 

However can you please tell me from where you added that table 23-76 in your post, do you have a guide for script editor or something?

 

please do share if you have one. Thank you

 

Regards,

Masood

Highlighted
VIP Mentor

Re: Menu Step Branch Timeout/Unsuccessful do not work

The editor step, in the properties, has a help button. However, it sometimes doesn't work for me, so I always just use the online documentation.

E.g.,
https://developer.cisco.com/docs/contact-center-express/#!input-tab-menu-step/input-tab-menu-step

Anthony Holloway
Highlighted

Re: Menu Step Branch Timeout/Unsuccessful do not work

ah alright, that was really helpful sir, thank you so much.

 

Regards,

Masood

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