Routing incoming calls with IVR

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41 Comments

  • 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

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  • 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!
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  • Sydney Neubauer
    Zendesk Luminary

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

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  • Destiny
    Zendesk Customer Care
    Hi Sydney,
     
    In an Interactive Voice Response (IVR) system, if the call is directed to a group and there isn't anyone available, the voice message that gets played depends on how the system is configured. Typically, there are a few possibilities:
     
    • If you have the Voicemail enabled, the Greeting recording set under your Talk Voicemail tab will be played for your end users

       
    • If you have Voicemail off, the General Greeting under your Talk Settings tab will be played:

       
    It's important to note that the exact message played can differ based on the particular IVR system's configuration and your organization's preferences. Hope that helps. 
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  • 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....." ?

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  • 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!
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  • 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?

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  • Sydney Neubauer
    Zendesk Luminary

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

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  • 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?

     

     

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  • 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

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