question

Jeremy Hemingway avatar image
Jeremy Hemingway asked

Custom Answering Rules for selected IVR menu items

Is it possible to use custom answering rules in conjunction with selected IVR menu options?

In this use case, the incoming calls all come to the same "main" number which has the standard greeting and presents the main IVR menu and the custom answering rule would apply after a menu item is selected. It would look something like this:

  • Press 1 for facilities
    • If incoming caller's area code is 415, send to San Francisco facilities queue
    • If incoming caller's area code is 510, send to Oakland facilities queue
    • If incoming caller's area code is 408, send to San Jose facilities queue
    • Else, prompt with facilities location options:
      • press 1 for San Francisco facilities
      • press 2 for Oakland facilities
      • press 3 for San Jose facilities
  • Press 2 for IT
    • If incoming caller's area code is 415, send to San Francisco IT queue
    • If incoming caller's area code is 510, send to Oakland IT queue
    • If incoming caller's area code is 408, send to San Jose IT queue
    • Else, prompt with IT location options:
      • press 1 for San Francisco IT
      • press 2 for Oakland IT
      • Press 3 for San Jose IT
  • Press 3 for HR
    • If incoming caller's area code is 415, send to San Francisco HR queue
    • If incoming caller's area code is 510, send to Oakland HR queue
    • If incoming caller's area code is 408, send to San Jose HR queue
    • Else, prompt with HR location options:
      • press 1 for San Francisco HR
      • press 2 for Oakland HR
      • press 3 for San Jose HR

This use case is just to illustrate the functionality I'm trying to achieve. I understand that in the real world someone could be calling from an area code that doesn't match their location. The actual use case would target specific numbers for known callers based on data in the HR system and a service would be created to manage the answering rules via API.

Before pitching the design, I just need to know if this is possible. Currently, when I try to create custom answering rules within the RingCentral admin portal, I'm only able to create them for the main line and I need to know if creating the rules via API provides more flexibility allowing the rules to be applied when a caller selects a menu item and gets transferred to an extension or if the rule can only be applied based on the phone number the caller dialed.

apiivrcustom answering rules
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0 Answers

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