Return to Main

Feature 0029

Category	Utilities
Feature No.	0029
Feature Name	Return to Main
Function	Allows the caller to return directly to the main IVR menu from any point in the interaction, without repeating previous steps.

IVR Input

Caller selects the "Return to Main" option (e.g., pressing a designated key such as * or 9).

IVR Output

Caller is redirected to the root IVR main menu, where standard menu options are replayed.

Configuration

General Settings	Status
Active	Yes
System Feature	Yes
Requires Authentication	No
Entities Must be Open	No
Enabled for Menu Builder	Yes
Enabled for Export Mode	Yes
Type	System
Category	Utilities
Transfer Point	0029- Return to Main

Business Product Requirements

Required Products

None

Optional Products

None

Exceptions

No configuration points

Prompts

Description	Prompt Name	Verbiage
Default Prompts for Menu	IVR_ReturnMainOption	To return to the main menu
Default Prompts for Expert Mode/ Landmark	IVR_ReturnToMain	Return to main menu

Error Handling

1. Invalid Input:
   1. If caller presses an invalid key, the system plays an error prompt and repeats the "Return to Main" option.
   2. After 3 failed attempts, caller is routed to Transfer to Agent (Feature 0008) or call ends gracefully.
2. System Timeout:
   1. If no input is received, system repeats the "Return to Main" prompt.
   2. After 2 timeouts, caller is automatically redirected to the main menu.
3. System Failure:
   1. If the IVR cannot process the return action, caller hears: “We’re experiencing difficulties returning you to the main menu.”
   2. Caller is then routed to Transfer to Agent (Feature 0008) or disconnected gracefully.