Overview

A user reports that the default IVR greetings are being played before the configured custom greeting.

Solution

This behavior has been reported when the Emergency Override is turned on in IVR. In order to disable it, it will be necessary to use the Telephony User Interface, as outlined below:

Verification

Once the Emergency Override is turned off, the greetings should play as expected. You can validate the status in the IVR User Portal.

Please refer to the Virtual Receptionist Administration Guide for more details on the Emergency Override.