Routing incoming calls with IVR

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41 Comments

  • Travel Syndication Technology

    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.

    5
  • Raphaël Péguet - Officers.fr

    It is possible to not have the robotic voice message that asks the customer to confirm his number when routing the IVR to an answer by SMS.

    Or at least to customize it?

    3
  • 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

    2
  • 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?

    1
  • 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.

    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
  • Viktor Osetrov
    Zendesk Customer Care
    Hello Kyle,
     
    Thank you for reaching out to us with your request. In light of current capabilities, it appears that your desired outcome can only be accomplished if your omnichannel routing configuration is switched to OFF. That said, utilizing Talk group routing might be a suitable solution for you.
     
    To illustrate, you might consider creating two groups, namely Group A and Group B. Following this, you can adjust your talk routing settings at this location - https://{{YourSubdomain}}.zendesk.com/admin/channels/talk_and_email/talk.
     
    Please observe the following points for optimal results:
    1) Ensure that your IVR remains "Inactive".
    2) It is feasible to create single-agent groups for routing calls. This allows you to direct calls to a specific agent. However, please be mindful that if the selected agent is unavailable and no other agent groups have been chosen for routing, the caller may be redirected to voicemail or their call may end after a brief waiting period, potentially impacting the customer experience.
    3) For a call to be successfully transferred, the respective agent must be both online and available.
     
    Thanks
    0
  • Kyle Kneeland

    We would like to have two groups of agents be online for calls; Group A and Group B. Group B should only get calls routed to them if all agents in Group A are unavailable.

    Since Omnichannel routing disables choosing multiple groups for phone lines / IVR, I see its recommended to use skill-based routing instead of recreate the same effect. But once the skill timeout happens the agents in Group B aren't being assigned those calls unless they're changing their status which doesn't happen very often, so Group B would rarely catch those calls. Is there some other workaround?

    0
  • Sydney Neubauer
    Zendesk Luminary

    If you have the IVR go to a group, if there isn't anyone available, what VM is played?

    0
  • Shawna James
    Community Product Feedback Specialist
    Hey there, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Talk where we collect product feedback and where our PM’s review. We would greatly appreciate you using this forum to share your feedback with us.  Here is our product feedback template to get you started. Thank you!
    0
  • Charles Gresula
    Zendesk Customer Care

    Hi Ian from Beam

    Regarding your questions:

    1) If the number is assigned to an active route, the IVR will proceed on the action for that particular route. If the number is not assigned to a route, it will pause for a second or two then play the IVR Greeting again.
    2)This is something you can set as active route on the IVR settings.

    0
  • Melissa Garcia

    Sydney Neubauer thank you for your reply! I think this may be my issue, the greeting is set to main menu, should it say none?

     

     

    0
  • Melissa Garcia

    I am having an issue where my IVR menu will play once and if you press 1 to connect to the first group, the IVR menu will play for a second time. When you press 1 this time, it will connect you to the right group. I have set everything up properly from what I can see, any suggestions?

    0
  • Matt Winer

    Whether we are using omnichannel or not, are we able to customize greetings based on info pulled from an API call?  Since we have the customer's number in our DB, when a call comes in are we able to say "Hello Samantha, are you calling regarding....." ?

    0
  • T.J. (ZenBros)

    2nd level IVR seems to not be accepting dialpad input.  It's getting a bit difficult to troubleshoot issues from the Partner level without a support path to engage on behalf of a Customer's account.  Please advise.

    Repro:

    1. Press 1 to direct to 2nd level IVR
    2. Pressing any number does not trigger group routing as configured and redirects to Level 1 (Main menu) greeting.

     

    0
  • Shannon Pesta
    Zendesk Customer Care
    Hi Nick! I created a Support ticket on your behalf for some additional troubleshooting. See you there! 
    0
  • 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

    0
  • Nick Yoon

    Hi there, 

    I have a question about IVR.

    I have set up call forwarding for each group to the IVR.

    However, it is not forwarding to each group talk license agent, it is only forwarding to one person. 

    I have deleted the old rule and recreated the rule several times, but still have the same situation. 

    So, Currently I am connecting to each group and her group to receive the calls, but I don't think this is the right way to do it. 
    Does anyone have a solution for this? 
    Or is there something wrong setup with the policies on member account? Or is the IVR malfuction on our end ? 

    please give me an advise.

    Thank you in advance.

     

    0
  • Charles Gresula
    Zendesk Customer Care

    Hi Ahmed,

    You'd be charged twice. 1st one would be when you receive the call in the French line and the 2nd charge when the transfer starts.

    0
  • Sabra
    Zendesk Customer Care

    Hey T.J. (ZenBros)!

    If the first level IVR menu has a Greeting that specified for the Route options that is the same as the Greeting set on the second level IVR, you can run into the behavior you are describing: where key presses seemingly aren't being recognized. This is because the call hasn't actually entered into the second IVR menu yet, and it just seems like you've entered the second level menu since the greeting is what you would expect to hear if you made it to the menu. I'd recommend checking out the route settings as a first troubleshooting step. 

    0
  • Christine
    Zendesk Engineering
    Hi Matt,
     
    Customizing Talk greetings based on user data or user API isn't possible at this time.
     
    If you have some time, I recommend that you start a post about this in our Feedback - Voice (Talk) using the Product Feedback + Feature Request Post Template that will allow others to upvote and add their own use cases.
     
    Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thank you!
    0
  • Sydney Neubauer
    Zendesk Luminary

    Melissa Garcia that would be it! It is going to play the main menu greeting again. If you want a different greeting stating they have selected one (maybe "your call will be directed to GROUP", that would be the place to put it. But if you want it to route immediately, then "none" would be the best option

    0
  • Ian from Beam

    Hi support, 

     

    1) Do pressing any of the numbers skip/pause IVR greetings? 

    2) At the end of greetings, can I confirm if pressing # repeats the menu and * connects callers to next available agent? 

    0
  • Nick Yoon

    Hi Shannon, 

    Thank you for your comment. 

    Fortunately, your agent was helping though live chat, I solved it. 

    Thank you for your assist again.

    0
  • Lea Møller Baun

    I am setting up an IVR system for our clients - but they want the Opt-out possibility and call back. This is not available to set up in the IVR system, so we have had to make a workaround from their current phone company where they use the IVR from their system and then it transfers the call to the three different departments. 

    So they have to buy three numbers for it to work - will you at some point make it possible to add these options to the IVR? 

    0
  • Sydney Neubauer
    Zendesk Luminary

    Melissa Garcia in your IVR setup do you have a greeting set for when you hit 1?

    0
  • Mike DR
    Zendesk Customer Care
    Hi Melissa!
     
    Sydney's answer is correct!
    0
  • zipnosishelp

    I have seen many of these wants listed before. The addition of the below IVR Menu enhancement would make the Talk IVR much more flexible and useful. As it is there is very narrow functionality at the simple menu level.

    1. At every IVR Menu level, let us set the timeout seconds and the time out count before going to the default path. This allows flexibility on menu greetings and avoids the requirements to fail digit entry multiple times before proceeding. It also allow situations where you want multiple greetings in a row.

    2. Allow the IVR selection option to select both Sub menu options AND different IVR menus so we have total flexibility on how we build call flows.

    Other more advanced features would be simple data dips and the ability to use logic on specific data points.

    Thanks

    0

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