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b-d asked

Duplicated DTMF or Key entries on calls routed through/from RingCentral Contact Center IVR [InContact]

Prior to moving to RingCentral in March of this year, our legacy Avaya phone system routed customer calls to our payment service provider without issue. Since migrating to RingCentral in March and having the Contact Center IVR [Nice InContact IVR] route the payment related calls----we have received many customer complaints about their digits or key entries (account numbers) being duplicated. Testing, if we bypass the InContact IVR and have an RC extension forward the calls---no problems.

After many hours of conference calls and test calls, we seem to be getting no closer to a resolution. As others have noted with other issues, the troubleshooting and coordination relationship between RingCentral and Nice InContact seems to be dis-jointed.

Has anyone else experienced similar issues? Any resolution?

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