2 Replies Latest reply: Dec 12, 2017 8:50 AM by vincent.zheng@itsp-inc.com RSS

Allow user enter extension number in the menu element


We are using call studio 10.5, and our client want to do something like this:


IVR play the main menu:

"If you want to do option1, press 1; if you want to do option2; press 2; if you know the extension number of the agent, please dial it now"


What will be the best way to approach this?


Currently what I thinking is not using Option_Menu, just using Digit element + Decision, but the bad thing is if user didn't press the pound key for the normal option, they need to wait to go to next element.


Another way I think is call comes in, and ask the user to enter the extension first, and if IVR didn't get any input, then perform to normal menu, but seems like they don't like this way..


So what else solution that I can approach this?