Customizable IVR Prompt Repeat Count or Additional Key Press Setting
The current RingCentral IVR configuration enforces a hard-coded limit of three (3) prompt repetitions when a caller enters no action (i.e., no key press is detected) before the system executes a final action (e.g., disconnecting the call or routing to the next destination).
Please introduce a new, configurable setting in the IVR/Auto-Receptionist setup that allows administrators to change the number of times the prompt repeats before executing the final action.
Or add an option to skip the IVR or route the caller to an extension if they hit pound (#) or star key (*).
•Expected Benefits
- Improved Customer Experience: Allows customers who are familiar with the IVR to skip listening to repeated prompts. For non-responsive/abandoned calls, it provides a faster path to voicemail or a disconnection.
- Flexibility for Administrators: Enables tailoring the IVR flow to the specific needs of different offices (e.g., a fast-paced sales line might only allow 1 repeat, while a support line allows 3).
- Cost Efficiency: Reduces unnecessary usage and call duration associated with repeated, unanswered prompts.
1
vote
Savior
shared this idea