Can we tell which option in IVR menu was chosen?

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This conversation has been merged. Please reference the main conversation: Incoming Call Information -- IVR Menu Key 'pressed'

If a customer dials our main number, they get our IVR menu which consists of 4 options. 2 of those options forward to the same call group (pressing 2 for Sales reaches reception so they can delegate calls, pressing 4 for reception also gets there). Is there a way that we can tell which option (2 or 4) was selected so that reception may answer, and handle, that call appropriately? Our two receptionists in different buildings share calls and only use desktop phones.

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Hannah

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Posted 2 years ago

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