Company Call Handling: Send unanswered call queue to IVR menu

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We have a small company and use a call queue to have all our phones ring simultaneously as soon as a customer calls.  We don't want our customers going directly to a menu system as most everyone in the company can answer most questions.  However, I need the ability to send unanswered calls from this queue to an IVR menu instead of a voice mail for the queue itself as we do have specific departments (Sales, Parts, Service).  This IVR menu would allow for voicemails to be left for specific users.  I have an IVR in place that works correctly, I just don't have a way for the call queue to connect to the IVR.  Does anyone have any suggestions?
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Jeff Deen

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Posted 4 years ago

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Official Response
Hey Guys, I was doing some testing and I think I have found a work around that will give you the call flow you need.

In the call handling section of the call group under "Maximum hold time to wait for a member"

Choose a time that makes sense and that call will then be sent to the voice mail for that queue.

In the Voice mail greeting saying something like this.

"You have reached our IVR menu.  Please listen carefully and select from the following options

For Sales press 1001# (1001 is the IVR number)
for accounting press 1002# (1002 is the IVR Number)


Then leave enough dead air at the end of the recording so that the person has a chance to select the proper option.

Then they will be transferred in to that IVR menu and this should solve your problem.

If you want to talk through the configurations please let me know

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