Recent searches
No recent searches
Talk setting option to deactivate the 5 seconds of silence
Answered
Posted Oct 31, 2024
Zendesk usually waits for 5 seconds after a greeting, to give the caller a chance to press a key.
Zendesk will only include the 5-second wait if the call includes at least one option that uses a keypress, including:
- IVR menus
- Voicemail
- Opting in or out of recordings
- Callback requests
If the line doesn't include any of these options, Zendesk won't add the extra wait time.
Feedback:
→ For example, I don't want silence when I have voicemail active, because I don't want callers to press 1 to leave a voicemail.
A way to switch the 5 second silence on and off would be really great.
The silence is not really appropriate as customers tend to think the connection cannot be made.
3
5
5 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
1
Widson Reis
Hi Thalia
Thank you for your feedback. We have added this to our backlog and will prioritise it accordingly.
1
David Froemke
This is negatively affecting us TOO. Is there a timeframe when this will go live into production?
1
Julia Vornberger
Due to this error, the entire mailbox becomes unusable for us... The 5-second wait time is unbearable for me... Since the caller can press 1 at any time anyway, what is the system waiting for? When someone calls, they want to speak to a person and not leave a message on a mailbox. So, please remove this 5-second delay as soon as possible, otherwise, we can't use the entire mailbox.
1
David Froemke
We too continue to struggle with this issue. The auto-attendant features are just not caller friendly. We like (not love) the Talk system itself. The integration with screen pop is the primary reason we use it. The goal is to reduce the number of agent clicks needed during each customer contact.
The unfortunate outcome is that our number of hang ups/abandoned calls went up dramatically after adopting Talk and the default system of presenting greetings. We are investigating other options for a Talk replacement because of this. In the meantime, I've implemented a workaround that has stemmed the tide for the moment.
I've recorded a custom greeting that plays some rings, announces that the user can press 1 and 2 plays a few more rings. I've placed this in the WAIT greeting spot. The user only hears the greeting during the time in which Talk is hunting an Agent.
It's a bit janky but works as a temporary solution until we switch or Zendesk implements the options we need to provide a high-quality customer service offering.
0