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Friday, December 3, 2010

“1 is not valid” response from Exchange 2010 Auto Attendant when key mappings are present

I had written a post about speech enabled and not enabled Exchange 2010 Auto Attendant prompts (http://terenceluk.blogspot.com/2010/11/how-speech-enabled-and-non-speech.html) but forgot to mention a critical “by design” behavior about key mappings and because I ran into this problem today, I thought it would be a good idea to write a short post about it.

Problem

You’ve created a newly auto attendant prompt that is not speech enabled with the following properties:

Speech IS NOT enabled.

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Business hours key mappings are set.

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A custom 10 second business hours greeting saying: “Thank you for calling us, press 1 for accounts payable, 2 for accounts receivable, 3….” is played.

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You call into the auto attendant and hear the business hours greeting getting played and before it finishes, you hit option 1 for accounts payable because that’s what you want but you get the following reply from the auto attendant:

“1 is not valid”

You try doing the same for option 2 interrupting the prompt but you get the reply:

“2 is not valid”

Solution

The reason why you’re getting this reply from the auto attendant is because of the following:

Your prompt is not speech enabled and therefore you cannot interrupt the Business Hours Greeting.

The way around this is to actually put a blank wav or wma file for the Business Hours Greeting and use the custom recorded greeting for the Business Hours main menu prompt.

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By doing so, the caller will be able to interrupt the auto attendant and not have to wait for it to finish in order to use the key mappings.

2 comments:

Anonymous said...

I am having the same issue. I will try this. Thanks!

Anonymous said...

The issue is if you don't have key mappings then you cannot have a custom greeting that can be interrupted.