I recently setup an IVR menu for my Customer Service team. I was surprised to find that I could not setup calls to route to a primary and then secondary group of agents vs. just going to voicemail once the IVR option was setup. Our use case is that I have Tier 1 agents assigned to assist with registration questions when IVR option 1 is selected for example, however, if those agents are not available or offline, I have a Tier 2 group of agents who can also assist, though this is not their primary call function. I would like these agents to assist with the call by allowing for multiple group routing when an IVR menu is used vs. just sending the call to VM.
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