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Shortcut not working

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rdeshpande
Posts: 6
Joined: Thu Dec 14, 2017 2:25 pm

Shortcut not working

Post by rdeshpande »

Hi,

We are trying to setup a shortcut in our app to go to a call center number if given a DTMF input from the user.

1) Is there a way to set things up so that even if input is being collected a shortcut can be used? Almost our entire application is for collecting inputs, so we'd like customers to be able to go to a call center by entering a key sequence.

2) I setup a test application "Shortcut test", and noticed that if I enter the ** sequence as the shortcut is setup the call just exits instead of going to the right page. This seems like a bug?

Thanks.

support
Posts: 3632
Joined: Mon Jun 02, 2003 3:47 pm
Location: Boston, MA
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Re: Shortcut not working

Post by support »

1) Actually shortcuts can only be used if you are collecting input. Shortcuts are global grammars that are only active when the IVR is listening for input. This is related to issue #2.

2) When you press **, the IVR is interpreting that as only a bargein key because you are not listening for input. Therefore, the IVR barges through the prompt and continues with the next module, which is hanging up. If for example, you had a yes/no module, and then press the shortcut, you would properly be directed to page 2.

However, we discovered there is a bug with the ** shortcut. In the meantime, please use a single digit shortcut like 0, which works as expected right now. We are working on a fix for the ** shortcut bug and will let you know here as soon as we have updates.

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