Why is there a delay between my IVR initial greeting and the default option?

Question

When no IVR menu selection is made, what is causing the delay between the IVR initial greeting and the Default option of my Route?

Answer

This is an expected behavior. The IVR greeting plays 3 times when no selection is made. Then, the Keypress > Default option appears.

Zendesk allows 5 seconds for the caller to enter a key. The network provider adds an additional 5 seconds of timeout, before routing to the default group.

For more information, see these articles:

• How do I set up an IVR?
• Routing incoming calls with IVR