Calls to 8x8 Auto Attendant Drop Immediately When Any Key is Pressed

Calls to 8x8 Auto Attendant Drop Immediately When Any Key is Pressed

Symptom

When calling in to an Auto Attendant, the call is immediately dropped after making any menu selection.

Applies To

  • Auto Attendants
  • Admin Console

Resolution

  1. Log in to Admin Console.
  2. Select Auto Attendants.
  3. To the right of the affected Auto Attendant, select Edit (pencil icon).
  4. Select Call Handling Menus or scroll down to that section.
  5. Select the appropriate menu (Open hours, Closed hours, etc.).
  6. Verify that under the Main Menu it states, "If no selection is made, wait for 0 second(s)...".

  1. In the Main Menu section, select Edit Settings.
  2. Change the value in the "Number of seconds the system should wait before taking next action" section to a value larger than 0. The recommended wait time is at least 3 seconds.
  3. Click Save.
  4. Repeat steps 7-9 for any Submenus.
  5. Click Save.

Cause

The wait time is set too low causing the Auto Attendant to drop the call before the configured routing for the keypress can take place.

Additional Information

Calls will only be dropped if the "Hang Up" option is selected from the "And then" dropdown list in the Menu settings. If the "Route Call to" option is selected, then any keypress will result in the call getting routed to the selected destination instead of getting dropped.

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