09-19-2010 11:23 PM - edited 03-14-2019 06:31 AM
Greetings,
I was once told that any script that begins with accepting a contact **MUST** end with a terminate. Is that true?
Thanks,
Mark
09-19-2010 11:35 PM
Found my own answer in the course book. Yes, I need a terminate step.
09-20-2010 08:24 AM
There's is no requirement that you must Terminate a contact, or that the step simply has to exist in the script.
Take a look at this completely valid example:
start
on exception contact inactive exception goto contact inactive
play greeting
menu choices:
1 - hours and directions
play hours and directions
2 - specials
play specials
timeout
play i did not receive a response
unsuccessull
play that is an invalid choice
goto menu choices
contact inactive:
end
or this one:
start
play greeting
menu choices
1 - billing
set transfer = 1000
2 - sales
set transfer = 2000
3 - support
set transfer = 3000
timeout
set transfer = 0
unsuccessful
set transfer = 0
call redirect to transfer
successful
busy
invalid
unsuccessfull
end
We can simply use 'end' to end the script here. If the caller was successfully transferred, the contact is no longer active, so 'end' is appropriate. If the caller failed to transfer, e.g., busy, invalid, unsuccessful, ending the script without terminating the contact leads to a contact inactive exception being thrown and the default script executing. which in many cases is simply a call redirect to "system problems".
09-20-2010 09:30 AM
So combining your examples with the information from the course book it looks like answer is a "Should" not a "Must"?
09-20-2010 01:54 PM
It's "could."
Some IVR's are designed to not hangup on callers, but instead, wait for callers to hangup on it. If that is the case, then you don't need a terminate step.
So the answer is "could" rather than "must" or "should." At that point you may as well delete the sentence from the book. Because any step "could" be in the script.
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