Exactly how is invalid input count calculated

[agfa]

For the prompts that need an input, we have set a retry prompt ccound for 3 times and after that call the disconnected. But see an odd situation when testing with a mix and match no-input and pound sign (delimiter). Any idea why the number of in-valid input and no input is non-consistent.

*************
FIRST SCENARIO:
a.) Do not enter anything
b.) The prompt is repeated a second time
c.) Do not enter anything
d.) The prompt is repeated a third time
e.) Do not enter anything
f.) The attendant states that the maximum number of attempts has been exceeded and the line is disconnected.

SECOND SCENARIO:
a.) Just press the pound ('#') key once.
b.) The attendant states that the entry is not valid and the prompt is repeated a second time
c.) Just press the pound ('#') key once.
d.) The attendant states that the entry is not valid and the prompt is repeated a third time
e.) Just press the pound ('#') key once.
f.) The attendant states that the maximum number of attempts has been exceeded and the line is disconnected.


THIRD SCENARIO:
a.) Do not enter anything
b.) The prompt is repeated a second time
c.) Just press the pound ('#') key once.
d.) The attendant states that the entry is not valid and the prompt is repeated a third time.
e.) Do not enter anything
f.) The prompt is repeated a fourth time
g.) Do not enter anything
h.) The attendant states that the maximum number of attempts has been exceeded and the line is disconnected.

FOURTH SCENARIO:

a.) Do not enter anything
b.) The prompt is repeated a second time
c.) Just press the pound ('#') key once.
d.) The attendant states that the entry is not valid and the prompt is repeated a third time.
e.) Do not enter anything
f.) The prompt is repeated a fourth time
g.) Just press the pound ('#') key once.
h.) The attendant states that the entry is not valid and the prompt is repeated a fifth time.
i.) Do not enter anything
j.) The attendant states that the maximum number of attempts has been exceeded and the line is disconnected.
*****************

[support]

Without being able to see your IVR code, we can only presume that you're using the "count" attribute for the <nomatch> and <noinput> tags. If that's the case and if "count" is set to 3 in each of the IVR tags, then the results you describe our consistent.

In the first scenario, you reach noinput count 3 and the IVR call is disconnected. In the second scenario, you reach nomatch count 3 and the IVR call is disconnected. In the third scenario, you reach nomatch count 1 and noinput count 3 and the dialog disconnects after the third noinput. In the fourth scenario, you reach nomatch count 2 and noninput count 3 and the dialog disconnects after the third noinput.

If you want to disconnect after an aggregate of 3 noinputs or nomatches, you'll need to use your own counter. You could do something like this IVR code:

Code: Select all

<var name="nogoodcount" expr="0"/>
<field name="myfield" type="digits">
     <prompt>Say some digits</prompt>
     <filled>You said <value expr="myfield"/></filled>
     <catch event="nomatch noinput"> 
          <assign name="nogoodcount" expr="nogoodcount + 1"/>
          <if cond="nogoodcount == 3">
               <disconnect/>
          <else/>
               <prompt>Try again.</prompt>
               <reprompt/>
          </if>
     </catch>
</field>