Delay Between IVR Greeting and Default Option Explained
Learn why there's a delay between your IVR greeting and default option. Understand the timing and process involved in Zendesk's IVR system.
Why is there a delay between my IVR initial greeting and the default option?
The delay between your IVR initial greeting and the default option is expected behavior. When no IVR menu selection is made, the greeting plays three times before the Keypress > Default option appears.
Zendesk allows a 5-second window for the caller to enter a key. Additionally, the network provider adds another 5 seconds of timeout before routing the call to the default group. This ensures that callers have ample time to make a selection before being automatically routed. For more details, you can check out the originalZendesk article.
More related questions
How many times does the IVR greeting play if no selection is made?
If no selection is made, the IVR greeting plays three times. This is part of the expected behavior in Zendesk's IVR system. After the greeting plays three times, the system then moves to the Keypress > Default option. This process ensures that…
What is the total timeout duration before routing to the default group in Zendesk IVR?
The total timeout duration before routing to the default group in Zendesk IVR is 10 seconds. This includes a 5-second window for the caller to enter a key and an additional 5 seconds added by the network provider. This timeout period ensures that…
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