Dial by extension IVR key press setup

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I am setting up an IVR where there is a prompt that asks the user to dial 1 if you know your parties extension. As an action there is no option under key press. I called suport and they suggested I create a user with no phone and then use a greeting that we record.  But it really needs to either wait for the caller to enter an extension or it needs to go back to the main menu after so many seconds. I do not see a way of doing this. Can anyone give me some advice on how to set this up? It seems like something that should be standard.
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Robert Czymoch

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Posted 2 months ago

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Peter Pelegris

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I agree, I have no idea why the heck this works this way. I've been trying to do the exact same thing and it's very frustrating
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Saadet - Community Support, Official Rep

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Hey Peter, unfortunately this thread lost the previous comments last week.

There is no need to set up an option to press anything if you know your party's extension. Our system recognizes extension dialing from the beginning of the call. So what I would suggest is you edit your greeting to say, "If you know your party's extension, you may dial it at any time" or something along those lines.

So for instance, if someone calls the main number on my test account, they reach my IVR. They already know they need to talk to Sheila and that her extension is 501. Instead of having to listen to the full IVR greeting, the caller can simply press 501 and will be routed to Sheila.