The IVR waits a few seconds after ZIP-code entry to confirm the caller is done — have them press # to skip that delay.
Symptoms
Caller experience is negatively impacted by a 4+ second delay between entering their zip code in an “Ask for number input” node and the IVR reaching the next node. Applies to: Accounts using the “Ask for number input” node with the Question Type set to “Zip Code.”Cause
The call treatment has a built-in delay to ensure the caller has finished entering numbers before moving on from that node. Entering the ”#” key bypasses this delay.Resolution
- Update the voice prompt on the “Ask for number input” node to direct callers to enter ”#” after inputting their zip code.
- When a caller enters ”#” after their zip code, the call treatment moves to the next node immediately, without the delay.