Interruptible Actions
As you build your IVRs, you’ll notice that some IVR actions can be interrupted if the caller presses a key on his or her keypad. This can offer a better caller experience, but you must plan for it carefully because it has repercussions throughout your IVRs. If you want to allow interruptions, be careful with how the actions are ordered in your IVR, and where the interruptions are allowed.
Here are the rules that Switchvox follows for interruptions in IVRs:
If an action is not interruptible, all keys pressed before or during that action are dropped. If the caller pressed keys during previous interruptible actions, those keys are lost.
If an action is interruptible, the caller can press any key to interrupt, and the IVR remembers that one key.
If multiple subsequent actions are interruptible, the IVR remembers each key that was pressed to interrupt each action.
When an IVR has collected one or more keys through a series of interruptible actions, it uses those keys (in the order they were pressed), in the following manner:
If there is an upcoming Record Digits action, with no un-interruptible action in the way, the keys are reserved for the Record Digits action. They will not be used to dial an extension or to select an option.
If Enable Extension Dialing is on, and the first key pressed matches an extension number, Switchvox pauses for 3 seconds to see if the caller will press a second key. If a second key is pressed and a valid extension is dialed, the call is transferred. However, if two or more keys are pressed that do not match a valid extension, then the key press is considered an Invalid Option (see IVR Options).
If Enable Extension Dialing is not on, or the caller presses a key that does not match an extension, or the caller does not press a second key within 3 seconds, the option that matches that key is selected and the caller is sent to that option’s IVR menu.
To make an action interruptible:
Go to Tools > IVR Editor
Create a new IVR or view an existing IVR
Create the action (such as Play Sound) and there will be a toggle, set that to YES for the sound to be interruptible
Save action