Thalia

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.