Second Chance Call Center Elite IVR

Last Updated : Dec 15, 2022 |

In Call Center Elite IVR, when the call traverses the Self Service vector for the second time, the vector overwrites <length of customer id> and <length of menu selections> with new menu selections. However, the rest of the Avaya Oceana® UUI data is not overwritten. The data looks corrupt, but it is usable.

For example:

  • First time entering the Self Service flow

    UUI data (MenuSelections) = '12345623'

  • First time leaving the Self Service flow

    UUI data (MenuSelections) = '19115007601548851045,VO,N'

  • Second time entering the Self Service flow

    UUI data (MenuSelections) = '12345623601548851045,VO,N'

  • Second time leaving the Self Service flow

    UUI data (MenuSelections) = '19115007601548851045,VO,T'

Important:

For Second Chance Call Center Elite IVR, the Collected Digits must be parsed out to ensure that none of the corrupt context are inadvertently stored. This logic parses out the first 8 digits that are entered using DTMF and omits the rest. Depending on the length of the account ID being used, and the number of menus in the IVR interview, 8 must be adjusted upwards or downwards. For example, for a 4-digit account number, 8 must be changed to 6 (4 + 1 + 1).