Direct dial into company directory

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It would be a very useful feature to be able to send a caller directly to the Company Directory rather than have to route through an IVR. We have an outside Call Center and would like them to forward calls to the directory without the customer having to listen to another IVR menu and press the key prompt for Directory.
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Katie Batilla

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Posted 3 years ago

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Rob Benn-Frenette, Champion

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for us to do that, we just transfer them to ext 9 (that's where our CD is set to)
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RC-Installer, Champion

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I am sure you could assign a phone number to a IRV selection that forwards to the CD extension.

Since you are explaining you have an external service that needs to forward people directly to the directory

Additional numbers are only $4.99 per month

this should work for your issue

Chuck
Certified RC Installer
chuckfuscone@gmail.com
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Katie Batilla

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Thank you for replying so late. We have Multi-level IVR setting selected and thus don't have Directory Extension available. I will have to see if we can reconfigure to a single level IVR.
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Kim, Alum

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Katie,  you do have the option to select this in the Multi-Level IVR.  It is NOT recommended to switch to Single-Level because you will lose the IVR build. 


(Edited)
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RC-Installer, Champion

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Thanks Kim, I was going to switch my demo account to the multilevel but ran out of time.  I thought there should have been a way.

Could you also share on how to connect a direct phone number right to this menu option to solve the issue?

Chuck
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Katie Batilla

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Hi Kim,
Yes we have routing to CD by Key press through the IVR, as you included in your screen shot. However, we were attempting to have a direct transfer into the CD from an outside line without the need for any key presses.
Having a direct extension set up directly to the CD would work, but it doesn't appear to be a capability with RC Multi-Level IVR.
Chuck's solution would have been a good workaround, except that it CD extension isn't available on Multi-Level IVR setting. I tested switching to single-level IVR overnight but it cannot support our business needs.
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Katie Batilla

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The workaround I setup for this:
1. I configured a single keypress IVR: (Press 1) sends to Company Directory
2. I assigned a direct number to this IVR
3. I will supply this number to the outside call center to transfer calls into
4. Caller will have to press 1 to enter the CD.

It would be ideal if we could cut out Step 4, but in the meantime, it will work.

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