Call Whisper feature for IVR

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pada11695 asked · Sep 07, 2018 at 10:01 PM

Call Whisper feature for IVR

Hi,

I would like to submit an idea with regards to phone system that has an IVR setup. It would be a great idea for the extension to have an option to add a 'whisper' which basically reads out the name of the IVR where the call came from.

This allows the extension user who acts as a receptionist to cater calls accordingly and efficiently.

For example:

IVR name: Sales

The receiving extension will hear the message, " Sales".

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Answer 1 · 2018-09-07T22:16:46Z

J.B. Ferguson answered · Sep 07, 2018 at 10:16 PM

Pada,

It currently can do that. On each extension you want announced, go to Call Handling & Forwarding and then select the Incoming Call Information sub-menu. When it opens, make certain to select "All phones" and "Always" and finally click on the box which says "Include mailbox name in announcement". They (your staff) will then hear each extension name prior to being connected to the call. It will sound something like "Sales [whatever the name of your mailbox/extension is], you have an caller. Press 1 to accept the call."

See my screen capture below...

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J.B. Ferguson · Sep 07, 2018 at 11:07 PM

It is set up at the extension level. It doesn't make any difference regarding the IVR because ultimately any IVR press will result ending up at an extension. In other words, if you have multiple IVRs, it will give the whisper of the extension that the caller ends up choosing.

I have 5 extensions set up this way and I use multi-level IVR.

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J.B. Ferguson · Sep 07, 2018 at 10:29 PM

So there is no confusion...when it speaks about the "announcement", they are referring to the "whisper announcement" to the recipient of the call. The calling party DOES NOT hear that whisper announcement of which extension was chosen.

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pada11695 · Sep 07, 2018 at 11:04 PM

Thanks for the quick response. But does the same behavior apply if this is a multi-level IVR? Because what I would like be whispered to the extension user is the actual name of the IVR that the caller selected. Let's say, Press 1 for English > Press 2 for Sales - then the receiving extension shall hear a whisper at the beginning, " Sales" before the call connects.

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Answer 2 · 2018-09-21T20:03:15Z

peter-hillerberg11837 answered · Sep 21, 2018 at 08:03 PM

This reply was created from a merged topic originally titled How can you see what queue a call is coming from?. If a user is a member of multiple call queues how can the user see, before answereing the call what options the caller has selected?

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saadetswift16514 · Sep 21, 2018 at 08:03 PM

Hey Peter, does Jan suggestion above help you?

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Answer 3 · 2018-11-05T20:37:44Z

lee-l12187 answered · Nov 05, 2018 at 08:37 PM

I want to make sure I understand - if I set up a virtual extension I can use the "whisper" feature so that the agent knows which line is calling in and answer appropriately. My understanding though is if I use a virtual extension instead of a call queue then if they are on the phone it will go directly to voicemail? I want the receptionist to answer based on IVR prompts but I can't have calls go directly to voicemail. Maybe I set up my test call incorrectly?

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jessica-community-moderator ♦♦ · Nov 08, 2018 at 04:17 PM

Hi Lee L,

If you use a virtual extension instead of a call queue, the call will ring for a maximum of 75 seconds, depending on your settings under Call Handling & Forwarding. With a call queue, a call can stay in the queue a maximum of 15 minutes before going to voicemail. I would suggest confirming in your settings what time you have allotted for the ring time on the virtual extension-- if you have the time set very low, it will only ring so many times before it goes to voicemail, which could give the impression that the call is going directly to voicemail.

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