question

Jerome B. Pulliam avatar image
Jerome B. Pulliam asked ·

Replacing Call queues with multi-level IVR

US Account | Service Plan: Office Enterprise


We currently have 5 call queues representing 5 separate brands and a distinct call in number that are staffed by 1 group called Sales.

We need to move 4 of these call queues to the IVR, and add a second group called Support as a call route option.

               The call handling and call flow are as follows: (end goal)

1-     Have separate greeting for Brand (recorded and imported)

a.      for sales press 1, for support press 2 (IVR prompts)

2-     Route call to that brands sales or support team based upon key choice (may add some additioanl call 

a.      Display called number to identify the brand

b.      Answer call or

c.      If busy play specific greeting offering to hold or leave voice mail

                                                              i.     Voice mail box to be assigned to that brands sale or support

                                                             ii.     Caller has option to press 3 to leave a message at any time will holding

d.      If after hours play that brand specific after hours message

                                                              i.     With ability to leave voicemail message

My question surrounding the changes are as follows.

      * Do I need to delete the current call queue 1st to make the number available to for the IVR? I need to reuse the numbers

      * Do I need to create 8 message-only to server as mailboxes (4 brands with 2 groups each) to handle or is it better to create 8 groups each with a voice mailbox.

thank you for the help.

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mike avatar image
mike answered ·
HI Jerome, 

For this sort of issue, it's probably best to call in and speak with live support.  I don't see an account associated with your Community profile. Is this a new account? If so helping set up your menu is part of the implementation process.  Have you attended an implementation yet? 

Mike 
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Jerome B. Pulliam avatar image
Jerome B. Pulliam answered ·
thank you for the help the account is Talent inc. it is not a new account. i will open a case, by calling support.
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