Routing incoming calls with IVR

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12 Comments

  • Cyn Armistead

    I need to find a way to differentiate voicemails left by those who chose a particular option in the IVR. Is it possible to tag them or something? I'm not finding a way to identify them in the triggers.

    2
  • Gab Guinto
    Zendesk Customer Care

    Hi Cyn,

    I'm afraid there's currently no option to report on the IVR option/route selected on a voicemail ticket. You may only be able to pull up a report in Explore of the IVR destination group, if the call was routed to an agent group. Other than that, there's no available attribute in reports or any condition in business rules that will allow you to identify voicemails based on IVR option. Sorry about this, Cyn.

    Thanks!

    0
  • Andrew Chu

    Hi guys hope you can help out on my question: In my IVR sub-menu, I configured a routing that if customers press 1 they would be routed to an external number. Currently my business requires that 2 messages/greeting would be played: one played first informing that the customer is being transferred - the other to be played after a while if the customer was not connected to anyone, stating that they either should wait or the connection has been failed.

    Currently for one routing I can add only one greeting, which will be the first one. How can I add another one informing the failed connection?

    Please note that I will have to set up a few other sub-menus same like this one and their will be several failed connection messages for each routing

    1
  • Michael Froeming
    Zendesk Customer Care

    Hi Andrew, 

    Currently, there's no way to have two greetings per IVR menu. If the menu's action is to route the call to a group, then the IVR greeting and Wait greeting would play as detailed on this article: In what order do Talk greetings play?

    1
  • Andrew Chu

    Thanks so much @... for your reply. I'm clear on this and now having 2 other questions that need your advice:

    • Are there any other type of triggers that we can set up for a routing beside choosing a key or default? ie. after a greeting is displayed it will move automatically to this IVR. Or can we somehow bypass the 3-time replay rule of a greeting when no key is pressed?

    • When we set routing to route to another IVR menu, can we set it to route to another independent IVR? (for example in image below I want when customer at IVR menu 1, when he presses 2 then he is routed to IVR menu 2) Is it something technically possible? Currently I see that I can only select a sub-menu level to route to from 1 main IVR
    1
  • Michael Froeming
    Zendesk Customer Care

    Hi Andrew,

    These aren't possible currently. Calls can only be routed via an active route in the IVR, triggers can't do this, and there's no way to bypass how the greeting is played when no key is pressed. Also, you can't route an active route to a separate IVR main menu, you can only choose menu levels from within the same IVR main menu.

    -1
  • Chris Sinclair

    Can the agent see which IVR option was selected before they pick up the call?

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  • Kem Collin Agnabo

    Hi Chris,

    Agents do not have the visibility on how calls came in, what options are pressed in the IVR.
    Even Admins won't know the live transition of calls routed to an agent but Zendesk Talk follows the IVR or the configuration set in the Talk settings. To know how calls are routed to agents, you may read it here: How are calls routed to my agents in Zendesk Talk?

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  • Jack Trimber

    Hello, the IVR option is not popping up under the talk/routing tab in the admin center. What can I do?

    Edited by Zendesk Team

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  • Josh

    Hi Jack,

    Thank you for messaging us.

    The IVR option is only available for Plan Professional and above including a Talk Professional. What I would advise is upgrading a Suite plan into Professional to acquire the helpful feature.

    You can check this article for more information.

    0
  • Chris Sinclair

    @...,

    It's not that I need to know how it works on the back end, I want the agent to see what option a user selected so we can use a different greeting. For example, if new starters got an option (i.e if you are new to the org, select 1) then the greeting could be customised, such as "welcome to xx, hope you are enjoying the new role etc etc".

     

    Cheers.

    0

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