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scot avatar image
scot asked ·

Forwarding Extension to IVR Menu or...

Why can't we set an extension to forward to an IVR menu?

Here is what I am trying to do..

We need an IVR menu and I have it set up.  But we need the actual phone to ring for like 3 times before the IVR menu kicks in.  That way if someone is in the office, they have a chance to answer the phone personally.  If they don't answer then the caller goes into our IVR system.

But you do not have the option of forwarding that extension to an IVR menu after so many rings.  You can only forward it to 10 digit telephone numbers.  So I decide to set up (and pay for) a direct number for the IVR menu extension.  This will work dandy right?  NO!!!

When I enter the direct number as a forwarding number for the extension, your system will not let me save it because the number that is being forwarded to cannot be a number associated with my account.   WHY???

What I am trying to accomplish is pretty simple and straight forward.  If someone calls our number I want the office phone(that is sitting on a desk) to ring a certain number of times.  If no one picks up I would like it to revert to the IVR menu.

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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Hi Scot, there may be another way to think about this.

In the RC world, the only way to get to the IVR is from the main company number or an additional company number on the system.

Direct numbers or the ability to forward other RC numbers in your account to the company number is prohibited because of a possible call loop.  The potential for problems is greater than the senario in which it could be used.

I would have a couple of ??? for you.    People use an IVR so that their customers could choose from options or just hear a greeting before getting to a live person.

So if someone is unavailable in your company to take a call what value is the IVR then.  Unless the IVR is like a glorified voice mail greeting.

I do think there are other ways to accomplish what you want to do here but it will take a bit of talking through it and understanding the options available to you.

My first though is to use a call queue.  When you are available the system will deliver a call when not a voice mail could pick up.

Would that work?

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com
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scot avatar image
scot answered ·
Sorry I am just now replying but I have been traveling.

Our office is not staffed all of the time.  But when it is, we would like the option of  speaking to the customer and giving them personal service.  

As for the unavailability, I have each of our extensions set to forward to each respective person's cell phone so when the customer works through the IVR menu, they eventually are calling the person's cell number.

I figured looping was the reasoning behind this.

I tried one option but it ultimately fails.

That was getting a google voice number and forwarding that to the new local number for the IVR.  That way I could set extension 101 to ring three times then forward to google voice.  Which would then forward to the IVR menu.

The problem comes in where you forward the google voice number.  They call the number being forwarded to and require you to enter a two digit code on the keypad.  No problem, I get by that by uploading an audio recording of the tones as the announcement.  Then that works fine.

From that point I can call the google voice number and get forwarded to the IVR menu.  The announcement that plays is the tones I just uploaded.

The problem comes when I switch that IVR Menu back from the audio I uploaded to the text to speech.  Google somehow knows there was a change to that number and they break the forwarding.  I really have no clue how internet telephony works, perhaps ip changed of the destination when you do that.

Either way, I am open to suggestions.
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Sco Tar avatar image
Sco Tar answered ·
^^ B U M P ^^
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Scot Arundel avatar image
Scot Arundel answered ·
Wow.  I guess the customer service people are on vacation.  Or just flat out ignoring  the thread.

HELLO RING CENTRAL CUSTOMER SERVICE!!!!  

ANY ONE THERE????


B  ^^   U  ^^  M  ^^  P
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Hi Scott, in the past the only way to the auto receptionist was through the company number or main number.  But now with the Multilevel IVR available in the premium and Enterprise versions, this may be possible.  I will test and let you know.

Thanks

Chuck
Certified Ring Central Installer
ckfusocne@yahoo.com
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Scot Arundel avatar image
Scot Arundel answered ·
Thanks for looking into this Chuck.

This is something we REALLY need and I think it would be used by a lot of people.

Just to reiterate what I have done.  I have my main number going to extension 101 and ringing.  That is the way I want it. If someone is in the office they can answer the phone.  After 3 or 4 rings (with no answer) I want it to forward to my main IVR menu. (I have paid Ringcentral for a direct second number that goes directly to the main IVR menu)  I simply want to forward extension 101 to the new RC number for the IVR menu if no one picks up the extension on the first few rings.  But the RC system will not allow me to save the second PURCHASED number as a forwarding number for extension 101.

I not only think it is essential to provide our customers personal service when I can, but my bosses want that option as well.

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OK, what Office tier are you running?  Premium or Enterprise?

Those are the ones with the multi level IVR.  I know for a fact we could point a number to a menu.  As they are extensions on the system

Are you opposed to migrating to the higher tier to get this service?

Let me know

How many users are we talking about?

Chuck
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I am on the Office Premium.

I have a multi-level IVR already that is in use.

Is there a way you can PM me so I can give you the phone number so you can look at the way it is now?
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Hey Scott, Not Sure what you mean PM me...  LOL

I could call you in 1 hour  11:30 CST time zone and we could talk through it.

I cant see why we cant get this to work

Chuck
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PM is private message.  Most message boards such as this have an option to private message an individual.  I assume you have my main RC number.

11:30 CST will be fine.  I assume you have out main number.  I am ext 102.  It will forward you to my cell.  Or work through the menu.  On main menu option 2.  Then option 3 will forward you to my cell.

Thanks.  I will be awaiting your call.
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Haven't received a call yet.
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