Troubleshooting IVR Issues in Zendesk Talk
How can I troubleshoot issues with IVR in Zendesk Talk?
If you're experiencing issues with IVR in Zendesk Talk, there are a few troubleshooting steps you can take. First, ensure that your IVR menu settings are correct, including the greetings and routing options.
If key presses aren't being recognized, check if the same greeting is set for both the first and second level IVR menus, as this can cause confusion. Additionally, make sure that your Talk plan supports the features you're trying to use. If problems persist, consider reaching out to Zendesk support for further assistance.
More related questions
What is IVR and how does it work in Zendesk Talk?
IVR, or Interactive Voice Response, is a system that helps route incoming calls to the right agent or department by allowing callers to navigate through a menu using key presses. It can also provide recorded responses for frequently asked questions…
How do I record an IVR greeting in Zendesk Talk?
To record an IVR greeting in Zendesk Talk, you need to create a custom greeting and select IVR as the greeting type. This greeting will list the options and corresponding key presses for your IVR menu. It's important to note that only Support…
How can I create an IVR menu in Zendesk Talk?
Creating an IVR menu in Zendesk Talk involves structuring how callers are routed and what options they hear. You start by accessing the Admin Center, selecting Channels, then Talk and email, and finally the IVR tab. From there, you can add a new…
How do I assign an IVR menu to a number in Zendesk Talk?
Once you've created your IVR menu, you can assign it to a specific number in Zendesk Talk. This is done by going to the Admin Center, selecting Channels, then Talk and email, and choosing the number you want to edit. In the Routing tab, toggle the…
Can I use IVR with omnichannel routing in Zendesk Talk?
Yes, IVR is automatically supported by omnichannel routing in Zendesk Talk. This means that no additional configuration is needed to enable omnichannel routing for IVR calls. When using omnichannel routing, a ticket is created for incoming calls as…
What are the limitations of using IVR in Zendesk Talk?
While IVR is a powerful tool in Zendesk Talk, there are some limitations to be aware of. For instance, you cannot use IVR for incoming calls from a digital line. Additionally, if your Talk plan doesn't support IVR, you can use group routing as an…
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