IVR Does Not Always Play on Incoming Calls – Help Needed

Help & Support
1

ENGLISH
Hello community,

I wanted to share my ongoing experience with a recurring issue I’ve been facing regarding the IVR recordings not playing consistently on incoming calls. Despite having correct configurations and replacing the IVR recordings multiple times (with new files and different names), the problem persists: sometimes the IVR greeting plays, and sometimes it doesn’t.

I opened a support ticket (#Q8VFFE) with detailed call IDs, and the support team has been very attentive. They pointed out that the issue might be related to recordings being corrupted or wrongly assigned, recommended uploading new files in WAV or MP3 format, and advised checking the routing and time conditions for the calls.

Support also clarified that if a call is routed based on time conditions, it needs to explicitly route to the IVR for it to trigger, otherwise it might go directly to voicemail. I need the time condition because outside business hours calls must go to voicemail, so I can’t route calls directly to IVR without losing the time-based routing.

Despite all the changes, including creating the IVR from scratch and uploading new recordings, the faulty behavior—calls answering but no IVR greeting playing—continues sporadically. This is disrupting our customer service significantly.

If anyone has experienced similar issues or has advice on things I might have missed, I’d appreciate your input. Also, if community members or staff have updates or solutions, please share.

Thanks in advance!

ESPAÑOL
Hola comunidad,

Quería compartir mi experiencia con un problema recurrente que he tenido: las locuciones del IVR no se reproducen de forma consistente en las llamadas entrantes. A pesar de tener configuraciones correctas y haber reemplazado varias veces las grabaciones del IVR (con archivos nuevos y nombres diferentes), el problema persiste: a veces se reproduce la locución, y otras no.

Abrí un ticket de soporte (#Q8VFFE) con IDs de llamadas para seguimiento, y el equipo de soporte ha sido muy atento. Me indicaron que podría tratarse de archivos corruptos o mal asignados, recomendaron subir nuevos archivos en formato WAV o MP3, y revisar la configuración del ruteo y las condiciones horarias de las llamadas.

El soporte también explicó que si las llamadas son ruteadas por condiciones horarias, deben direccionarse explícitamente al IVR para que éste funcione, de lo contrario la llamada va directo al buzón de voz. Necesito conservar esa condición horaria porque fuera de horario las llamadas deben ir al buzón, por lo que no puedo ponerlas directamente al IVR sin perder esa funcionalidad.

A pesar de los cambios realizados, incluyendo crear el IVR desde cero y subir nuevas grabaciones, el problema — llamadas que se contestan pero en las que no se reproduce la locución del IVR — sigue sucediendo de forma intermitente. Esto está afectando gravemente el servicio de atención al cliente de nuestra empresa.

Si alguien ha vivido algo similar o tiene consejos para encontrar la causa, agradecería mucho sus aportes. También, si alguien de la comunidad o soporte tiene novedades o soluciones, por favor que las comparta.

¡Gracias de antemano!

2

Support also clarified that if a call is routed based on time conditions, it needs to explicitly route to the IVR for it to trigger, otherwise it might go directly to voicemail.

Hello @elsevi,

In that case you could create a “voicemail” IVR with a timeout of 1 second and a “t” destination to the mailbox. Simply include no welcome message and you should be good to go. (If a recording must be provided, simply provide a split second recording with nothing in it.)

As for my use cases, I never experienced what you described, having used IVR in a couple of businesses and at home. I always found it to work reliably. It might be something else…

Kind regards.

3

Thanks for responding.

The thing is, I’ve tried all the supported configurations you told me, but there are some that don’t make sense.

For example, the time setting is correctly configured, since in this case the IVR voice appears sometimes and sometimes not within the established time.

Regarding the mailbox configuration you suggested, in my case it is not possible since I need to activate an IVR voice menu to forward to a specific department.

I’ve had a ticket open for this case for weeks, and it seems no one is taking the time to thoroughly review it. Now they’ve responded and suggested I change the audio format, But I’ve already tried that on numerous occasions. From WAV to MP3 and vice versa.

4

Hello @elsevi,

It is difficult to help because I do not know your configuration, but it must be something in the configuration. I myself use a time condition to either go to IVR or make the phones ring. Going to the voice mail is as simple. It works very well and it should for you too.

Also, just in case, do not forget that the time condition is based on the server’s time, not your actual timezone.

The best I can suggest is, checking everything, as always, DID destination and settings, time condition configuration, IVR configuration, mailbox configuration, etc.

When I experience a problem this is often a configuration detail somewhere. Time condition and IVR and voicemail or ring groups are quite a standard usage, and work very well (from my years of experience).

So without knowing your setup (this is fine), you have to double-tripple check everything slowly.

For the recordings, I usually provide a mp3 so the conversion is not my problem. For more information: https://wiki.voip.ms/article/Audacity.

Kind regards.

5

I’m a very technical user, and everything is thoroughly reviewed. The error is related to audio, but sometimes it skips and sometimes it doesn’t. It’s very strange. What format is the audio in? Is it MP3? Do you have any specific settings?

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Look at the link I provided just above, for the wiki. It has the information you are looking for. :slight_smile:

1 Like
7

I would check the file format to make sure that you aren’t recording in too high or low of quality and also name the file in a 8.3 file format without any spaces, special characters, etc to see if that corrects the issue as well.

8

If it is random, perhaps the IVR has been installed to multiple servers and one or more of them is misconfigured or the installation of your IVR didn’t complete successfully. I used to work in telephony and that’s what this sounds like.

9

It appears to be a known bug that is being investigated: Audio Issues on Incoming Calls - Incident details - VoIPms - Status

10

Hello @elsevi, It looks like it has been fixed now. Can you confirm this is the case?