Topic: Callers unable to get Spanish menu

Hi there,

Our customers from Peru (0800-55374) are dialing into our IVR, and they can't seem to Press '2' for the Spanish menu.  We have not made any changes to the IVR in the past several months.  Please assist as our callers cannot get to the agents.  Thank you.

Re: Callers unable to get Spanish menu

Additional Notes...When they press '2' for Spanish, they don't get the Spanish menu, but the English menu.  We don't have this issue with other LATAM numbers.

Re: Callers unable to get Spanish menu

Hi, we need some more information to debug this issue:

- Is this issue only happening with your Peruvian customers?
- Is this issue only happening with one of your IVRs?
- Are these new customers experiencing this issue? Or are some old customers suddenly experiencing this too?
- Which phone number are they calling into?
- What are the phone numbers of people experiencing this issue?
- If possible, do you have any specific timestamps of the calls where this issue happened?
- Do you know what type of phone people are using when they experience this issue? Like landline vs. cell phone vs. VoIP phones?

Feel free to email this info to support@●○●●● if you'd like to keep phone numbers private. Remember to include your customer number in your email's subject.

Regards,
The Plum Fuse Team