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

@shawna11 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

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.

Hi @cassandra11 

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

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? 

Hi @giga ,

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

@ferran12 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

Hi @ferran12 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 

Thanks for providing your use case. We acknowledge repeating the option multiple times is not a good user experience when a high volume of callers need to be directed to the default route.

The intention of the default route at the moment is to function as a fallback route to direct callers if they don't find a suitable option in the IVR. The above improvement is in the backlog but not on short-term roadmap. We will keep the thread updated when the situation changes. 

However, till we solve this problem, the option is to list all the routes on the IVR and ask the caller to press the selection.

Hi @giga , For your case, is it possible to create IVR level such that press 1 for First Language and press 2 for English? And use the default route only if the caller does not press anything out of the two languages. This might make the IVR a level deeper but may solve the caller waiting for the repeat option 3 times.

Thanks

Rohan