Availibility for Callback Option in IVR!

7 Comments

  • Thomas de Silva
    Community Moderator

    Hi Tobias Hermanns

    The callback feature is available when using the IVR, but the message doesn't play automatically. This means you need to include the "press 2 to request a callback" in either your IVR greetings or in the "Voice mail" or "Available agents" greetings.

     

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

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  • Christoph Kutz

    Dear Thomas,

     

    we have tried this but it didn't work. 

    We left the option 2 out and hoped that pressing the 2 will then automatically redirect the customer to the callback system.  But you will get in a loop where just the IVR message is played everytime I press the 2.

     

    What would be the steps to make the callback function work in an IVR ?(respective message is already prepared)

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  • Thomas de Silva
    Community Moderator

    Hi Christoph Kutz

     

    Please do as follows:

    • Enable callback.
    • Save the respective greeting as "IVR Greeting"
    • Go to the IVR Section and go to edit route for each route and add the greeting here

    Let me know if this makes sense. Otherwise please let me know.

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

     

     

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  • Christoph Kutz

    Hi Thomas,

     

    this partially works.

    In the IVR settings I need to route the customer to a group / queue  where he then need to press 2 again to get to the callback option.

    This is okay as a workaround but having the Callback option directly selectable in the IVR setting would simplify it for agents and customers :)

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  • Michele Wilson

    I am also looking for this feature!  I have been playing with configurations all day and haven't come up with anything that provides a seamless, easy customer experience.

     

    1
  • Pete N.

    Hello, 

    I am trying to implement this functionality too.  Thomas de Silva Would you be able to provide any more instructions on making a callback request work through the IVR?

    Thanks

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  • Thomas de Silva
    Community Moderator

    Hi Pete N.

    So basically callback the callback is enabled when using IVR if you have enabled it on the number. The only thing is the that is not is the default callback message. So you need to include the following phrase in the IVR greeting "if you would like to request a callback, dial 2". See screenshot.

     

     

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

    0

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