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IVR greeting repeats multiple times



Edited Apr 04, 2024


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8 comments

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

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Evelyne

Zendesk Customer Care

Hello Phromphong,
 
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,

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I have the same problem too

 

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Dane

Zendesk Engineering

Hi Felicia,
 
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

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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. 

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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.

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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.

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