Jerry Flore

A client of ours have their own IVR and they want calls to exit their IVR and be transferred into our phone system (we are planning on using Zendesk Talk for this project)

 

When the call reaches us from the client's IVR can we make it go through another IVR within our Zendesk Talk set up before it reaches an agent?

 

If we can do the above, then is it possible for this second IVR (in Talk) to have the following configuration;

 

 

P.S. If there is a way to do this without needing to use an outbound SMS that would be amazing as it would save the outbound SMS cost as well.

A client of ours have their own IVR and they want calls to exit their IVR and be transferred into our phone system (we are planning on using Zendesk Talk for this project)

When the call reaches us from the client's IVR can we make it go through another IVR within our Zendesk Talk set up before it reaches an agent? and can the Talk IVR trigger external API calls?

If we can do the above, then is it possible for this second IVR (in Talk) to have the following configuration;

• Press 1 for a call back so you don't have to hold
• Press 2 to receive a WhatsApp message to talk to our team instantly (is it possible to make the IVR trigger an API call so we can force a WhatsApp message send from an API?)
• Continue to hold and wait for a member of our telephony team?"