IPOCC - How to make option "Return to the previous menu" in TaskFlow

[mstasiek]

Hello,

I have IPOCC 9.1.6 with defined some CallFlows and IVR's.
I would like to make 2-level voice menu to allow customers selecting options via DTMF.

Example:

We have defined two topics and CallFlows:

600 – MenuGlowne (MainMenu)
611 – MenuKlient

In every CallFlow we use IVR script which allow the customer to dial DTMF options and then save dialed digit to the variable (various for 600 and 611).

Incoming calls are routed to the “600 – MenuGlowne” and when Customer press “1” call is routed to the next level menu “611 – MenuKlient”. It works properly.

In the topic “611” we have defined DTMF option “9” which should be “Return to the previous menu”.
When user press “9” call should be routed to the “600-MainMenu”. It not works (call not return to the main menu and I did not hear any announcement.
I suspect that the system remembers the option that was selected earlier in the “600-MenuGlowne” and therefore it is not working properly.

In the log I saw that “Return to the previous menu” causes a continuous switching between topics “600-MenuGlowne” and “611-MenuKlient” without any announcements.
It is possible to solve the problem?
Or maybe you can recommend me other way to do multi-level menu in IP Office Contact Center?

[lebon]

Hi please attache the IVR Flows

[mstasiek]

Hi. Thank you for reply.
Please find attached zip file with TaskFlow set and IVR Scripts.

[clishman]

Try adding a Define Variable at the top (after your start) to assign IvrScriptReturn_MenuGlowne and IvrScriptReturn_MenuKlient to 0 so that it's reset ready to be assigned after the DTMF tones.

Other than that you could combine the two Call Flows into a single one and just have a link back into the original IVR.

[mstasiek]

Hi.

I tried both options, but no effect .

[lebon]

Hi,

Why turning in a call flow?
In IVR route you call an IVR to another IVR etc ..

in attached an example

let me know if you agree

[mstasiek]

Hi,

Yes, it works and completely solved my problem with Multi-level IVR.
Thank you so much for help

Regards

Marcin