User Community Feedback

Currently, the only option to handle the situation where a caller does not provide any DTMF input to an auto attendant is to have a “Transfer call to operator” option configured. This doesn't make any sense at all. With a standard auto attendant, you need to repeat the menu at least once. Furthermore, many customers require calls to be routed to an auto attendant AFTER ringing an operator, and the operator does not answer. Therefore, it doesn't make any sense to transfer a call to an operator if an attempt has already been made. In many situations, the caller needs to be routed to a voicemail box if no input, especially after hours! The audio prompt “Please stay on the line while your call is transferred to the operator” needs to be eliminated, as well as the long 10-second delay until a transfer occurs. At the very least, these need to be customizable.

Cisco needs to address this issue and also hire a team that has experience with phone systems.