Automated message to use extension added to IVR?

[JasonLHill]

Our Zoom Phone system has become live today after our numbers ported over from previous user.

Everything is working fine, the IVR is in place with our options sending calls to the relevant destination.

However, at the end of our recorded IVR message - a new message has appeared stating 'if you know the extension number of the person select now or press 0 to speak with an operator.

This is not something we want/need - how do I turn it off... have been trying to find an option for it.

Any ideas?

[Eliot]

hi @JasonLHill 

On your interactice voice response (ivr), change IVR Greeting Audio Prompt as desired.

please see zoom support articles for additional information.

Managing auto receptionists

Changing auto receptionist settings

Creating an interactive voice response system

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[JasonLHill]

Thank you Eliot,

However, there is no option to disable the option for the Timeout (that I can see) and the time seconds don't seem to work... regardless of the time set (3 seconds - 15 seconds) after the IVR greeting is played, the time out message kicks in with 2 seconds of the message ending.

This how I expect the calls to act:

1) IVR greeting is played (welcome, press 1 for this press 2 for that etc)

2) User selects option and call is transferred to the shared line (this does work)

3) User doesn't select option - caller is redirected to Customer Services after a brief pause

Whats actually happening:

1) IVR greeting is played (welcome, press 1 for this press 2 for that etc)

2) User selects option and call is transferred to the shared line (this does work)

3) User doesn't select option - Immediately the time out message is played without a pause (can't stop this)

[Eliot]

hi @JasonLHill 

Unless the option to navigate ivr by voice, you can only control the number of times the prompt plays.  Ability to set the time out in seconds only appears when you select allow callers to navigate IVR by voice.  When you allow voice option, callers can say what department or user they are trying reach OR press a key on the key pad.  For example, the ivr greeting could be “for sales, say Sales or Press one.”

• Timeout Options: Set the timeout option for the IVR system.
• When Allow callers to navigate IVR by voice is enabled:
• Caller Takes No Action or Says Nothing After: Click the dropdown menu and set the number of seconds until the IVR system times out when the caller takes no action.
• Play audio prompt: Set the number of times (1 to 3) the IVR prompt plays for callers who don’t press an IVR menu option or press an invalid option. After the set number of prompts, the caller is routed based on the routing setting.
• And then: Select the routing setting. You can choose how you want to disconnect the call and how you want to forward the call.
• When Allow callers to navigate IVR by voice is disabled:
  
  
• Caller Takes No Action or Says Nothing After: Set the number of times (1 to 3) the IVR prompt plays for callers that don’t press an IVR menu option or press an invalid option. After the set number of prompts, the caller is routed based on routing setting.
• Then: Select the routing setting. You can choose how you want to disconnect the call and how you want to forward the call.
• Allow callers to navigate IVR by voice: Click the toggle to enable or disable it, then click Confirm.
  When enabled, speech recognition can be used for navigating IVR menus. This feature allows callers to navigate IVR menus using voice commands instead of pressing keys on their phone. The speech recognition capability understands English language commands.

Creating an interactive voice response system

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot