Route incoming calls with IVR (Talk Professional and Enterprise) Follow

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15 comments

  • Avatar
    Matt Flowitt (Edited )

    A few questions related to this: 

    1. What happens when a caller moves to a secondary IVR menu that routes to a group and no one from that group is available? When no one is available at all? (e.g. after hours)

    2.. Can I set a custom voicemail message for a particular IVR menu? Or is there only once standard voice mail message that callers get routed to regardless of what menu of the tree they are in? 

    3. How do you recommend testing out your phone system to ensure it works properly? I'm an existing "talk" customer so I'm not sure how best to trial the IVR prior to releasing it to my customers. This is something that I think fairly obviously, most people would want to do. 

    Thanks!

    P.S. This article references a video, "watch the following video", I don't see one linked anywhere. 

  • Avatar
    Bobby Quezada

    I have the same questions as Matt. 

    Also, is there an option to route calls to a different number, if the queue reaches its max?

    Could we receive a response for this? 

     

     

  • Avatar
    David Holeman

    Bump!!! Same!

  • Avatar
    Matt Flowitt

    Hey Bobby and David, 

    I did end up putting these questions to a support agent who kindly spoke to a product champ to help me out. 

    Here are the answers I was provided: 

     

    1. What happens when a caller moves to a secondary IVR menu that routes to a group and no one from that group is available? When no one is available at all? (e.g. after hours)

    If you have a secondary IVR setup (this is done through adding another number), the call will go through the first, and go through the second. If no one on the second IVR answers, the call will go to voicemail. 

    2.. Can I set a custom voicemail message for a particular IVR menu? Or is there only once standard voice mail message that callers get routed to regardless of what menu of the tree they are in? 

    You may set a custom voicemail for each IVR option. The catch here is you'll need to set the type as "IVR Greeting" in order to use it for your IVR when you're saving the greeting. You may only have one voicemail option for each IVR number. 

    3. How do you recommend testing out your phone system to ensure it works properly? I'm an existing "talk" customer so I'm not sure how best to trial the IVR prior to releasing it to my customers. This is something that I think fairly obviously, most people would want to do. 

    To test this, you could add another line to your account temporarily. An additional line is only $1 and you could cancel it once your testing completed. This would be a great way to keep your testing separate from your 'live' numbers. 

     

    Hope this helps! 

    Matt

  • Avatar
    David Holeman

    Matt,

    Thank you very much for taking some time to share the suggestions you got.  Some follow up on each point:

    #1.  Glad to know I can split like this.  It's how I was set up but both were going to the same voicemail message.

    #2.  Sales part of the problem for #1 in that at least I can have two different end points... one for each and a custom message for each.  That's good.

    My follow question is that for 1 IVR I want to go to VM after hours (good there) for the second one I want to forward to an outside number.  This is the tough nut to solve for.  Any suggestions.

    I will set up a test and see if I can create as you described and make any other breakthroughs.

  • Avatar
    David Healy

    Hello, 

    Does the IVR support voice recognition or is there an integration that would allow the customers to verbally provide information?

  • Avatar
    Jessie - Community Manager

    Hey David! 

    At this time the Talk IVR doesn't support voice recognition, but that's a really interesting idea! I checked over in our Product Feedback forum and don't see that anybody else has suggested it yet, so I'd encourage you to head over there and create a post sharing your detailed use case and why this functionality would be helpful for your company.

  • Avatar
    Hugo Maya

    Hi

    I have a couple of questions:

    It's possible to route to a number if there is not agent is available? Instead to voice mail.

    Can we route to a multiple numbers like extensions?

    Thanks

  • Avatar
    Jessie - Community Manager

    Hey Hugo!

    I'm going to get someone better versed in Talk in here to help you out. Stand by!

  • Avatar
    Hugo Maya

    Thanks, wait for you guys.

  • Avatar
    Guy Dee

    Hi Hugo!

    I'll address your questions one at a time here:

    Can I route to a number if no agents are available? 

    • Yes. If your IVR routes to an agent group or to a Zendesk Talk phone number where no agents are available to take the call, the caller will be directed to voicemail. You can also route an IVR option directly to voicemail.

    Can I route to combinations of numbers, like extensions? 

    • No. Your IVR menu options can only use a single digit to make a selection. You can nest multiple IVR menus together, but each menu can only use single-digit options.

    I hope this helps clarify things!

  • Avatar
    Sid Benachenhou

    Hi,

    actually the IVR plays the welcome message 3 times before moving to default routing, this is not good behavior as we should play 1 time, wait silently then move to default. or simply provide a box to select number of times to play message or how many seconds to wait.

    at this time how can we avoid repeating 3 times.

  • Avatar
    Travis Rider

    Hello Sid,

    At this time it is not possible to control the amount of times a greeting is repeated. I've taken a look and found the following related discussion about the functionality you are looking for: https://support.zendesk.com/hc/en-us/community/posts/360000699348-IVR-Welcome-Message-repeat-option When you get a moment feel free to stop by, up vote the request and share your use case.

  • Avatar
    Kellie Bave

    Our phone forwards to Zendesk talk but the IVR will not work. If I dial the Zendesk Talk number directly it allows users to press 1 2 or3 but if it is forwarded it does not. Is there anyway to fix that? 

  • Avatar
    Keith @ Zendesk

    Hey Kellie,

    This could have to do with a lot of your Forwarding set up.  I'll be contacting you through a Ticket to get some more details and we can get this worked out.  :)

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