Cassandra Ramos

There have been several reports of this issue and there is no solution for this item.

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

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.

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

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.

 

This is definitely a need as the current experience with 3 repeats is definitely not a desirable one. Not sure if it's a quick addition but definitely a huge impact it would make for the Talk functionality. @Zendesk this was surfaced in 2018 and it has been 6 years - any updates on this timeline?

NEW THREAD HERE AS WELL - https://support.zendesk.com/hc/en-us/community/posts/8474477392410-IVR-Welcome-Message-repeat-option-REMOVE-THE-REPEAT-or-ALLOW-CUSTOMIZATION