Overview

This article provides information about an issue experienced by customers using any of the PCI services available in conjunction with their local phone system, where their local phone system's welcome message is cut off due to a delay caused by the PCI routing. 

Information

A Welcome Message is an audio message played to callers before they are connected to an agent. This message can provide information to the caller about the company they are trying to reach, the service the company provides, or simply provide a formal greeting to the customer. 

If your local phone system is connected to a PCI service, and your Welcome Message is getting cut off, this may be caused by an intermittent delay when connecting the call from the PCI IVR to the local phone system. To fix this, you can configure your PCI service to include an Introduction Message which uses custom audio that contains a second (or more) of silence. This way, a short silence is played before stepping into your local phone system, providing extra time for the local system's Welcome Message to start playing after the call has been connected.