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Talk - Route to group without keypress
Answered
Posted Apr 01, 2022
Hello to everybody,
I am trying to start the call with the "intro greetings and then route automatically the call to a group, but if the users press a specific key (e.g. "2"), the call is routed to another phone.
Is there a way to route the call to a group without force the users to press any key?
Thank you very much
Davide
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3
3 comments
Dekbi
In order to avoid the key presses and route the call automatically to a group, you can use the group routing procedure instead of using an IVR. However, you may need different numbers per group because if you will route calls to multiple groups, call routing will be determined by an agent's online status and there will be no hierarchy in those groups that you selected.
For your reference: Routing incoming calls to groups of agents
Also, I would like to add that if you do not wish to have key presses at all being offered, you may need to disable "Customer Callback" as if it is enabled, it will ask the customer to press "2" if they wish to have a call back instead.
For your reference: Enabling customer callback
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Andrea Rijna
I'm looking into this as well. Is it still possible to add your welcome message somewhere when the call is routed to a certain call group straight away?
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Neil
Using the group routing procedure instead of an IVR has limited options in terms if greetings, the only ones available are the following :
- Wait greeting
- Available agents greeting (voicemail on)
- Available agents greeting (voicemail off)
- Hold greeting
You can try to work your way around these available greetings by using the same opening lines for the wait, available agents and hold greetings.0