When a user contacts Customer Support, there are a set of options (called IVR - interactive Voice Response) that are presented to the user to help narrow down the issue and reach out to the right Support Agent that can help them.
Please press 1 for Prepaid connection Please press 2 for Postpaid connection Please press 3 for Broadband On pressing an option, eg: 1 Please press 1 for new Prepaid connection Please press 2 to know your current Bill amount (and so on) Press 8 to go back to the previous menu Op pressing - say 2 Voice says: Your current bill is ₹ 245 Press 8 to go back to the previous menu Press 9 to go back to the main menu Please disconnect to end this call
In this question, we are going to develop a simple IVR service that: Starts a new IVR for a user if there is no IVR in progress Returns initial set of options for the user Each option has a numeric identifier to indicate the selected option At every level of the IVR there can be an option to go back 1 step (fixed at digit 8) and go back to start of the IVR (fixed at digit 9) actors.User can either choose an option by pressing an appropriate number or can disconnect the call When the user chooses an option, then system processes the input and moves to the next level of IVR or move back to the previous level (option 8) or first level (option 9) When the user disconnects the call, IVR will end
Extension scenario (Bonus) Build retry for the following scenario:
If actors.User waits for more than 1 minute before providing their input. Candidate can chose to model timeout in the code; or Can expect a timeout event provides a wrong input Retry spec: Max number of tries = 3 on retry, return the same options with an optional message = "You have not provided the right input. Please try again" Notes: IVR menus/levels are not fixed and hence do not hard code IVR menu options. For the purpose of this question, assume that for a given user, IVR levels and menu items are fixed Assume that the following events are triggered by calling system: Start of call actors.User Input End of call IVR may contain A message A list of options Continue with IVR or not