After Hours Call Routing - IVR & Groups

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Our account was setup so that if a call comes in to our main line after our business hours, it will play a custom message that advises the caller to Press 2 to connect to the on call person, if they press 2 it should then connect to an On Call group we have setup in the system. Last week this setting got wiped out somehow, our custom message stopped playing and callers heard the standard RC after hours greeting. 

The group is still setup and so is the IVR, not sure where the breakdown occurred so any advice would be appreciated.
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Kelsey Charron

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Posted 3 months ago

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FuneralDIR

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We have had Ghosts in our systems.  They kept blaming it on our admins but now that they have tracking it's coming up without names.  We had our main line do exactly what yours is doing.  We have to periodically go back in and check on it.

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Benjamin Pina

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They have tracking now? They can see what users made changes? Is that what you mean?
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FuneralDIR

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Yes - I can call the help desk and they usually let me know when someone has changed something.  
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Phil Koorsen, Implementation Advisor

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Hello Kelsey,

You mentioned that you are in 'setup' which I take to mean that your account is being built and modified. 

So, if you are using an advanced rule to route calls for after hours, it's a good chance that your account was switched from single-level to multi-level and that will wipe out all your advanced(custom) rules.

Or that a change for the selected extension for after hours call handling. This can occur quite often as call flow preferences change a lot during the design and build process.

Sincerely,

Phil Koorsen | Professional Services Advisor
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Kelsey Charron

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Hi Phil,

This was setup for us in July by our Account Manager.

Last week, someone in support did switch us from Single to multi level IVR but it basically broke everything so we moved it back to single level IVR as there's only one IVR menu we want to run.

Do I need to change the IVR after hours settings?  I'm not sure what they were before when it worked but when I checked on Friday (when we noticed it was broken) it was set to the default RC greeting.  I need it to push the after hours calls into the IVR so that the key press rule will work, where would I change the settings to make that happen again?  There are currently no custom answering rules in the system, I'm guessing there was one that got wiped out with the IVR level change last week. 
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Phil Koorsen, Implementation Advisor

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Actually you will want to go back to Multi-level IVR mode to use the IVR.

Then depending on how calls are answered during business hours, you may need a custom rule to route calls if they are going to a live person or group of people.

If you would kindly reply with how calls are handled for days and nights, I can point you in the right direction to set up your call flow. If you have any trouble, our tech support does have the availability to help with setting it up. 

Phil
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Kelsey Charron

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Thanks for the call and your time, Phil!  With the way our greeting works I want it to connect directly to an extension if no options are selected and the IVR is requiring that it play the greeting 3 times before doing so.

I just changed up our call groups and greetings so it will essentially function as a dial by extension after hours.