Ships It Friday
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Press nine
Dale had a phone menu built so the office would never answer a call again. All nine options led back to the main menu, and nobody reached a person.
The mistake
The phone menu is built as a graph where every option's handler routes back to the main menu node, including option nine, which is labelled as the transfer-to-a-human option but never actually dials an extension. Because no branch terminates or hands off, the menu has no exit state at all — every caller loops indefinitely and the queue only grows. Nobody caught it because the menu was tested for "can a caller get lost?" rather than "can a caller get out?"
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- ai-tooling
- customer-support
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- office