Routing incoming calls with IVR

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37 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
  • 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

    2
  • 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.

    -2
  • Chris Sinclair

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

    0
  • 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
  • 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
  • Josh
    Zendesk Customer Care

    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.

    1
  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hi there,

    How do I calculate the charge for forwarding a call? Say I have one French number providing support in French and another UK number for English. If I add an IVR option on the French number for English that forwards the call to the UK number. Do I pay inbound fee on both numbers plus outbound fee on the French one?

    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
  • 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
  • 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
  • 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
  • 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
  • Kacey Zeccola
    Zendesk Community Manager
    Hey Lea, thanks for your question! I suggest reposting this to the community, as that is where a product manager is more likely to see your feedback. Thanks again!
    0
  • Bradley Lowes

    Hi all, 

    Is there a way to bypass IVR for certain numbers? Some customers call our reception instead of our product support team and when they are transferred they have to be qualified once again. Please can someone advise? 

    Thanks

    0
  • Jupete Manitas
    Zendesk Customer Care
    Hi Bradley, thanks for writing in! 
     
    At the moment, there is no way to bypass the IVR. Once a call will come into the number's queue with IVR routing it will go through the same process with other callers. 
    We hope this information helps!
     
    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
  • 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
  • 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
  • Shannon Pesta
    Zendesk Customer Care
    Hi Nick! I created a Support ticket on your behalf for some additional troubleshooting. See you there! 
    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
  • Madison Wrubleski

    Is there a way to have the IVR triggered by an individual's organization? We're looking to have specific user organizations routed to certain agents. Is this possible?

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Madison,
     
    Currently, it is not possible to trigger IVR based on an individual's organization. I can imagine that it would be incredibly useful to route specific end-user calls to certain agents. 
     
    I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.

    Thank you!
     
    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
  • 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

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