The organization I work for implements voice prompts using CRA Editor. When someone calls the main number, they can choose 1 for the helpdesk or 2 for another department or they can wait to go to customer services.
I adjusted the script to add a new department (the helpdesk), uploaded it to the IPCC server and tested it. It worked fine.
Now the script is active and I am running into all kinds of problems:
If I call the main number and I hear the voice prompt and choose 1 or two, I get switched to customer services.
If I make a second call the the main number, I do not hear the voice prompt and go to customer services immediatly
If I refresh the script and application on the IPCC server I hear the voice prompt and can make a choice (1 or 2) and get connected to the right department.
I have not changed anything in the routing to the CRA application (I changed the script and the voice prompts.
I can ad the script if anybody wants to take a look at it.
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