Our team is currently using the IVR on ZD talk, we have multiple departments, and we need to personalize the experience based on the department they are trying to reach.
One of the major limitations that we found in working with the IVR system and Talk in general is that a single phone number may only be assigned 1 voicemail greeting.
Ideally what we would like to have is the ability to set voicemail greetings on a per Group basis - ie. the Support Group has a VM greeting different from the Sales Group in the same number when no-one is available.
- Main IVR Menu
- Menu 1 => Group "Customer Support" - when unavailable goes to default VM greeting
- Menu 2 => Group "Technical Support" - when unavailble goes to Tech Support specific VM greeting
- Menu 3 => Group "Sales" - when unavailble goes to Sales specific VM greeting
When configuring an IVR we have the option to set the Greeting for a given IVR menu and then route to voicemail, however it is not possible to have both the greeting for that menu followed by a group specific VM.
The only alternative is recording a direct IVR greeting and routing directly through VM for a given group, but this takes away some of the message "courtesies".
I think this addition would make the Talk feature in ZD much more customizable and flexible.
Thanks for your consideration.
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