Issue symptoms
The IVR greeting repeats more than three times.
Resolution steps
By default, if no keypress is detected within the IVR menu, the IVR greeting will repeat three times.
If the greeting repeats more than three times, ensure that the greeting located within the Edit route section under IVR > IVR menus > Menu levels > Active Routes is not configured to be the same greeting listed within the menu levels Greeting.
Additionally, you can utilize the Active Routes (Greeting) to provide an optional greeting that is played before taking action on the call, for example, a disclaimer. To create a disclaimer for your greeting, see the article: Managing outgoing greetings.
For more information related to Talk greetings, see the articles: In what order do Talk greetings play? and Routing incoming calls with IVR.
8 comments
Phromphong
Hi Wilfred Kaw,
How can I stop greeting to repeat 3 times?
My greeting layers was no press required, they set as default to run to the next IVRs.
Thanks
Phil
1
Evelyne
I am Evelyne from Zendesk Support Team, thank you for contacting us. In order to help you I would need some clarifications: which greeting are you referring to? Can you also please explain the workflow you have in talk, with the greeting and the IVR?
I would also like to take a look inside your account. If you could change the account assumption setting to “Enabled” you can grant me temporary access to troubleshoot the issue within your account. Please follow these instructions to access your settings. https://support.zendesk.com/hc/en-us/articles/115001753608-Granting-Zendesk-temporary-access-to-your-account
I remain available if you have any other questions and will wait for your reply to provide you with the best answer.
Kind regards,
1
Felicia Chew
I have the same problem too
2
Dane
If you have already followed the instructions above, I will have to perform an in-depth troubleshooting to determine what could be causing your issue. I will create a ticket for you. Please wait for my update via email.
Cheers,
Dane
0
Lance Bessent
I am experiencing the same issue. The IVR has been set up per the directions outlined in Zendesk help article, however the greetings are repeating themselves.
1
Ethan Penney
Im having this issue too - I am trying to add a menu to select 1 for English and 2 for French. But immediately after it finishes the message, it repeats itself 3 times. This is confusing for our end users, I have already had feedback from one of our customers, and I had to turn the IVR menu off after about a week. I cannot find a way to make it not repeat itself. I only have one greeting set up for the menu level on the IVR, no additional route greetings after keypress.
Please have this fixed as soon as possible, either by adding the ability to choose the repeat settings or by removing the repeating function altogether - It would be best if we could choose if we want it to repeat.
1
Jason Thees
Anyone find an actual solution for this? We're experiencing something similar now. Support is looking into it, but if there's a fix I can do, I'd love to resolve this.
1
Cassandra Ramos
There have been several reports of this issue and there is no solution for this item.
Thread 1: https://support.zendesk.com/hc/en-us/community/posts/4409222552474-IVR-Welcome-Message-repeat-option
Thread 2: https://support.zendesk.com/hc/en-us/articles/4408839208602-IVR-greeting-repeats-multiple-times
current - Thread 3: https://support.zendesk.com/hc/en-us/community/posts/8474477392410-IVR-Welcome-Message-repeat-option-REMOVE-THE-REPEAT-or-ALLOW-CUSTOMIZATION
0