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Why would you have a serial number that the support phone IVR CANNOT recognize?

LarryLarry All-Knowing Sage ✭✭✭✭
in Entry Level Firewalls

I have repeated my serial number 3 times - each more slowly than the prior one - and none of them worked.

Now I have to wait for someone to answer the call to transfer me to the appropriate queue, so I can wait again to actually ENTER the case information for the problem I'm experiencing.

This is beyond stupid!

@Community Manager - is there ANY way someone can review the IVR settings to ensure alpha-numerics are understood, irrespective of whether someone uses an east coast/west coast/foreign accent?

Category: Entry Level Firewalls
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Answers

  • SonicAdmin80SonicAdmin80 Cybersecurity Overlord ✭✭✭

    I'm not a native english speaker but I think I have a fairly understandable accent, but I also had to wrestle with it the last time.

    The funny thing is…none of the support techs you usually get on the phone would be able to get through the IVR if they were on that side of the line.

  • LarryLarry All-Knowing Sage ✭✭✭✭

    The funny thing is…none of the support techs you usually get on the phone would be able to get through the IVR if they were on that side of the line.

    LOL - very true!

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