We've recently setup an IVR tree to answer basic pre-sales questions before users contact our support team. However, we've noticed the Talk IVR only seems to accept button presses at certain times. Our QA team feels this will be a dealbreaker and cause significant confusion for our customers.
Details:
The actual tree seems to all work properly in terms of where number presses lead. The big problem is when those presses get registered by the system. There only seems to be certain times when it’s in a state to accept a number press. That is to say, the times it will cut the current message and change to the branch chosen.
We've tested multiple options in multiple scenarios and branches, and there are consistent factors. It appears to work in cycles, some kind of 'flag' that is on or off. Summary of findings below:
- The flag is on at the the beginning, so selecting an option works at any point
- Once an option is chosen and the respective message for the section begins, the flag is off. No number selections work to do anything during the length of the message.
- However, once that message loops to start over, that seems to turn the flag back on, allowing numbers to work again.
- This sequence is then borne out going forward, with it switching between on or off with each message loop. So for example here, if you select an option to return to the main menu, you will need to listen to that entire thing until it starts over for you to be able to choose another option.
We feel this will frustrate users, and are curious if there's a way around it.
