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IVR greeting repeats multiple times

Wilfred Kaw
  • Edited

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.

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4 Comments

  • Felicia Chew

    I have the same problem too

     

    1
  • 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
    1
  • 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,
    0
  • Phromphong
    • Edited

    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

    0

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