Enhance IVR configuration to customize timeout conditions including how many times to repeat announcement
My understanding is that currently an IVR is coded as follows:1) Play IVR Message2) Await DTMF Key from caller for short period.If no key is received, the process is repeated 3 times before the IVR "times out", and then either DISCONNECTS the call or transfers to an extension.It would be much more usable if you configure:1) How many times to repeat before timing out (Currently hard coded to 3)2) How long to wait for DTMF before either timing out or repeating.2) Provide more choices for timeout like connecting to a voicemail etc.
Frank
shared this idea
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Rachel
commented
There should be an option where the caller is given the choice to hold for a timeout. For example, “To leave a message please press 0 or stay on the line”. Staying on the line should timeout to voicemail after a few secs (determined by the programmer). Currently the system will not timeout until the greeting is repeated 3 times. By granting callers the choice to press a key or simply wait, organizations can reduce frustration and present a modern, user-friendly communication interface.