Delay in IVR Menu

Forum|Forum|1 year ago
April 22, 2024
1 reply
5 views

Recently, we had someone mention that our dial-by-name wasn’t working. Upon testing it (we use ‘Press 8’), I would press 8 and then the 3 numbers corresponding to the user I wanted to call, but it would immediately tell me it was an invalid entry. While digging in, I found that after pressing 8, I would have to wait 2-3 seconds before the next prompt played telling me what to do to reach a user. Here’s my question; is there a way to remove that delay and make it instant? It does it on all our IVR options, it’s just more noticeable on the dial-by-name option because the caller has to input more information.

Ray_Harwood

Community Super Champion | Customer

Welcome to the Zoom Community, @BRedd-ACC.

I'm not a Zoom Phone expert, but I do use it for my small business.

It's interesting to me that you get this with the number 8. Can you test-change the number to another digit and see if you get the same delay? The reason I ask is that Zoom Phone seems to use the extension numbers starting with 8 for a lot of internal use, and I'm thinking that if you could change the number to a digit that doesn't have any assigned 3-digit extensions, it might go faster.

Just a thought to try while you're waiting for someone else to answer! 👍

B

BRedd-ACCAuthor

Newcomer

Hey Ray.

We use the other numbers for Accounting, HR, etc and that delay is there as well. That's where I figured it out. I did hear back from Zoom support and this is what was told to me.

Regarding your question, the 2-3 seconds delay when pressing the Dial By Name directory is by design as the system routes to the directory you have set up and that takes around 2-3 seconds before the prompt tells the dialer to enter the name of the person they are searching.

Getting Started

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded