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IVR Welcome Message repeat option (REMOVE THE REPEAT or ALLOW CUSTOMIZATION)

Answered


Posted Dec 02, 2024

Currently, if no option is selected the welcome message is replayed 3 times until finally going to the default. This should be configurable, allowing to only play a single time before routing. 

 

 

This isn't possible at the moment, as it would repeat this whole message 3 times, which creates negative end user experience.

 

I noticed a thread was initiated in 2018 (Zendesk Thread here) regarding this issue, and even after significant complaints from users, it has not been addressed further.

PLEASE REVIEW THIS ISSUE AND PRIORITIZE - IT IS AN ACTUAL ISSUE AND IT IS AFFECTING SEVERAL ORGANIZATIONS.

 


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9 comments

Official

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Ferran Barneda

Zendesk Employee

Hi Cassandra Ramos 

 

Thanks for raising feedback!

 

Could you please elaborate more on your use case, how did you configure the IVR on your side?

 

The expected behaviour is that the IVR greeting will play 3 times if no key press is detected. If you are pressing a key, and the greeting keeps playing this is an issue, and a ticket with Zendesk Support for review will be necessary.

If your IVR does not expect any key presses, we recommend you switch to the group routing, and change the Available agents greeting.

 

Thanks,

Ferran

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Shawna James

Community Product Feedback Specialist

Hey Cassandra,
 
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!

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Shawna James Thank you for your response. This issue is blocking our ability to use the IVR menu. The issue has been upvoted in these threads that have been created previously and I believe multiple threads is an additional indication of a need to correct this issue.

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

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If an IVR menu is enabled which is a common functionality which is advertised with Zendesk suite of products (Talk) it should be functional. The current implementation of this feature is non-functional and practically makes it unusable for anyone who wants to use the IVR functionality.

 

This is not a common standard for IVRs as, typically, it directs callers after the first time of greeting not 3 times. 

 

Imagine if everytime you wanted to speak to your financial services company you had to hear the same message 3 times in order to be connected - you would grow tired of contacting the company and remember the negative experience associated with it.

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Shawna James

Community Product Feedback Specialist

Thank you for adding this further comment. We are aware that this is a feature our customers would like to see and not having the features you wish you see at Zendesk prioritized is an understandably frustrating experience.
 
On the other threads, I understand how our recent updates about this feature not being prioritized might have caused frustration because we didn't reference our guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.
 
We have noted this feedback and will take it in to consideration when planning. At this time our product teams response on that first thread noted is the most up to date. Thank you again for raising this request, should anything change in our plans we will let our customers know. 

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Hi, are there any updates about this issue? 
In my case I have a bilingual IVR menu - so users have to click only 1 button to switch languages, from there on they don't click anything and routing is configured by default; but each audio plays 3 times which is a bit inconvenient.

Is there a way of adjusting the setting from 3 to 1? 

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Ferran Barneda

Zendesk Employee

Hi Giga Paitchadze ,

Could you please clarify how many levels you have in your IVR tree, screenshot(s) would be helpful. Also, please elaborate more on your desired experience, and the issue you are facing.

If you with to raise a ticket and have someone from Support to have a look, please follow the steps in Contacting Zendesk Customer Support.

 

Thanks, 

Ferran

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Ferran Barneda it's hard to believe that you still ask for the use case details – ignoring ALL the mentioned threads, ALL the complaining customers, clearly stating what's needed: NOT the initial message in the IVR being repeated 3 times, because it breaks all commonly known good UX.

 

We gave up on IVR / Zendesk Talk, but yet I'm still an active support community member (indeed MUCH less active than back in those days when you even rewarded me with a t-shirt that I once were wearing with pride :)

Best
Oliver

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Hi Ferran Barneda our IVR consists basically only of 1 Level.
Let me briefly explain - we have 2 languages, incoming call is greeted with an option to continue listening to default language, or to click 2 for English.
When users click 2 for English, they don't have to click anything anymore, they will receive a recording warning, some music and connecting to operator notice - that is all.

In such cases the repeat 3 times rule is really disturbing the user experience, that's why we would like to have the feature as requested by many subscribers here 

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