Catch “noinput” exception

We currently have some fields in our IVR that are fixed length e.g. 8 digit dates. We’ve noticed that when a DTMF is not interpreted by the IVR, the person is disconnected after 30 seconds of no input. This occurs if the person starts entering the date before the IVR has completed the prompt and the IVR only gets 7 of the 8 digits pressed.

Is there a way that we can play a prompt after 15 seconds of waiting to suggest to the caller that they may need to re-enter the date? Many callers seem are confused when they get disconnected. Alternatively could we extend the time that the IVR waits before disconnecting?

You may try to catch “noinput” exception in IVR Studio to re-prompt the user to enter the keys again. At this time, the time before an noinput exception is thrown is fixed in IVR Studio. The only way to change that is directly edit the generated VXML file. The value to change is the “timeout” value for the prompt element.