Hello we need assistance if possible.

We're looking to transfer calls back into our IVR if possible back into a queue?

We have three IVR selections depending what your customer type is

Example:

- Press 1 if you're customer type A

- Press 2 if you're customer type B

- Press 3 if you're customer type C

- Customer A is handled by Group A

- Customer B is handled by Group A & B

- Customer C is handled by Group C & D

What ends up happening quite a bit is that Customer C calls in pressing 1 as Customer A trying to get immediate help and avoiding the longer wait of the Customer C line in the IVR and we don't have the bandwidth at that moment to transfer to an available agent in Group C or D and they end up being helped by A which causes delays for the rest of our customers.

Is there a possible way to transfer them back into the IVR and press three for customer type C for them in this example?

(I attempted to transfer them back via our phone # as a blind transfer and pressed 3 and processed the transfer, but this creates another ticket and is considered a second call which we're trying to avoid)