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

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5 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.

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