Interaction w/ IVR Allows Callers to Remain
We are a major restaurant chain who relies on customers calling our restaurants to place orders, reservations and ask general questions of our store staff. During peak hours, sometimes our staff is not able to answer the phone within the desired amount of time and therefore we ask our customers (within the IVR) if they would like to remain on hold - press 1 and if not, hang up or the call hangs up. After a recent update - this feature we came to rely on was ended due to the "looping" nature that could occur if callers wanted to remain on hold. Ask: Can we have something to allow customers, who interact with our IVR, to stay on the line and wait for someone at one of our restaurants to answer? This is financially impacting and we would like to provide our customers the best possible experience. Currently, the message that plays indicates a "Technical Error..." which makes it seem that something is wrong, when it's not.Any assistance the developers could provide would be appreciated.
Taylor
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