Thank you, @Konstantin Vaksin exCisco  I will go through this video. I already have this feeling that this would greatly help.

Thank you, @bill.king1 Will definitely give it a read to understand.

Thanks everyone, we recreated the script, and it is now working fine (A little assistance from TAC of course).

We are currently setting this up for the menu option 1. I am attaching the screenshots. 

Thank you, @parram2.hhc! After setting the maximum retires values to "zero", the "are you still there?" is now resolved. However, when the users input 1 for reaching the support, I still hear "I’m sorry, we are currently experiencing system problems,...