My client has need of a dialogue menu with options for callers to select options greater than 9. They have 11 options they wish to be made available to callers, preferably without the need to move into a second menu to extend the options.
I have used the store input data option in the past to allow callers to dial a specific extension, but I can’t figure out how to allow callers to be able to input more than a single digit inside of a menu. Breakout options are 1-9 with * and # as extras. I need to use * as an option to allow the caller to replay the menu on demand, which really only leaves me with 10 selectable options at a push.
Is this possible?
Hi Andy, it is possible to use a Number Entry Block to store the value and then use a Logic Block to choose the route. But I would seriously suggest the option of a secondary menu. The reason? Having someone listen to that many options in one go would be cognitive overload. People would forget the options, get bored, complain, and end up just pressing a button and then asking to be transferred.
I would recommend taking the top 3-4 options and having something else, followed by further options.
I’d also potentially consider why there are so many options. Do 11+ different areas need to be contacted through this dialogue, and is there a way to cull the options or do things differently to improve service and efficiency?
Let me know if you’d like to discuss the options. We are always available to suggest ways to improve interactions.
Thanks.
Jonathan
Hi Jonathan,
They would like to try the full length menu as a trial. If they end up with complaints or unusual numbers of calls through to option 1 or similar I’ll advise that the menu should be split.
In the meantime, how do I go about getting this to work. I understand how the logic block works and how to store the value, (I have used this to enter and dial an internal extension number before) but I’m not sure how to translate this into a transfer to different potential options.
Hi Andy. To create this, you will need a Number Entry Block, and this is how I would set this up:
Number Entry Block
Logic Block
This way, you can add as many options as you want and then route these as required. I will add that it would be much better to separate these options, as cognitively it would be easier for users to get to the area they need.
Give it a try and let us know if you have any questions.
Thanks.
Jonathan.
Many thanks @JonathanRedsell , this is exactly what I was looking for.
I’m all for splitting the menu up to provide fewer options at a time, and I’ll definitely offer that as an option if we receive negative feedback from callers.
