Question
I am calling my Talk number, but the IVR menu I configured never plays. Why is that?
Answer
Adding a number that is already inside your account as an external number may prevent the IVR greeting from playing correctly and can cause the Available agents greeting to play instead. For more information, see the article: Managing outgoing greetings.
We recommend that you remove the number from the External numbers list if you already have it in your account.
2 Comments
I am having this issue but the number is not an external number in our system. The answer bot routes my questions to a chat topic or a URL change. I tried messaging and no one is there to assist.
Apologies about your experience in contacting Support. We're now on messaging as announced here. There may be a wait time after the bot has transferred you to a live agent queue but still, you should be able to log a ticket to us through the messaging widget.
As for your main concern, I'm going to bring this into a ticket so we can further investigate on your concern. You'll receive an email shortly stating your ticket has been created. Cheers!
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