Return to Previous

Category Utilities
Feature No. 0009
Feature Name Return to Previous
Function Allows the caller to return to the previous IVR menu level, enabling easier navigation without starting over from the main menu.

IVR Input

  1. Menu Navigation Caller selects the Return to Previous option.
    Example: Press * or # to return to the previous menu.
  2. Navigation Request Caller requests navigation back to the immediately preceding IVR menu level.

IVR Output

  • Caller is redirected to the previous IVR menu level.
  • Menu options are replayed for the caller.

Configuration

General Settings Status
Active Yes
System Feature Yes
Requires Authentication No
Entities Must be Open No
Enabled for Menu Builder Yes
Enabled for Expert Mode Yes
Type System
Category Utilities
Transfer Point 0009- Return to Previous

Business Product Requirements

Required Products

None

Optional Products

None

Exceptions

No configuration points

Prompts

Description Prompt Name Verbiage
Default Prompts for Menu IVR_ReturnPreviousOption To return to previous menu
Default Prompts for Expert Mode/ Landmark IVR_ReturnToPrevious Return to previous menu

Error Handling

  1. Invalid Input:
    1. If caller presses an invalid key, the system plays an error prompt and repeats the "Return to Previous" option.
    2. After 3 failed attempts, caller is routed to Transfer to Agent (Feature 0008) or the call ends gracefully.
  2. No Previous Menu Available:
    1. If the caller is already at the main menu, the "Return to Previous" option is disabled.
    2. Caller hears: “You are currently at the main menu. Previous menu option is not available.”
  3. System Timeout:
    1. If no input is received, system repeats the "Return to Previous" prompt.
    2. After 2 timeouts, caller is automatically returned to the main menu (Feature 0029).
  4. System Failure:
    1. If the IVR cannot process the return action, caller hears: “We’re experiencing difficulties returning you to the previous menu.”
    2. Caller is then routed to Transfer to Agent (Feature 0008) or disconnected gracefully.