question

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Patrick Carter asked Patrick Carter answered

Engage not interacting with IVR on Outbound Calls

When my Engage Agents reach a client's Auto Attendant (or IVR), often keys on softphone don't respond properly. Whatever they input isn't recognized or is read wrong.

Either they press "0" for operator and nothing happens or "10" will be triggered.

Maybe they will "Press 1 for Sales" and get reply that "45 is not an option".

Call from cellphone goes thru fine.

Engage Digital and Engage Voice
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1 Answer

Patrick Carter avatar image
Patrick Carter answered

For clarification, my team makes about 100 calls a day and issue happens about 40% of the time.

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