xMatters - IVR voice prompt

G'day Community team,

Integrations are working fine as per our requirement.

We need to come across the below small query

Actaully, we have rostered primary and secondary contact details with the 4 minutes of intervals as per the below screenshot1.

Primary user able to receive the IVR as per the configuration.

But, once the primary user responds with an option Escalate, then the IVR is redirecting to secondary user and the secondary user not able to get the Assign to me(1) and Escalate(2) options from IVR. 

It is not frequent occurrences, occasionally we are facing this issue. What might be the reason behind this ?

Screenshot1:

Voice prompt response

Screenshot2:

Please advise !

Regards,

Ram