Incoming Call Information -- IVR Menu Key 'pressed'

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  1. Account type  (U.S)
  2. A brief description of the business -- Office Premium 2-19 line
  3. A high level description of the product or feature being requested -- capability to identify the IVR Menu 'pressed' key on incoming call information
  4. A typical use case scenario explaining how your business would use the feature -- business would be able to track the identity of the callers based on the IVR Menu they have selected
  5. Benefit of such feature -- ease of use and better tracking of callers
  6. Include any related case number if applicable -- 06323884
  7. Number of Users and/or Digital Lines -- 5 Lines
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FURLOUGH

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Posted 11 months ago

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Hannah

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This reply was created from a merged topic originally titled Can we tell which option in IVR menu was chosen?.

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.
This reply was created from a merged topic originally titled I need a feature to see which option is calling my extension before i answer..

I have setup a Multiple level IVR with 5 user groups, where a caller must press 1 or 2 or 3 or 4 or 5, to be routed correctly. The challenge is, that all calls are routed to my extension, as the only user in the system, and these calls come to my iphone using the ringcentral app. The challendge is, I need to know when receiving the call what option the user chose, so that i can answer the call accordingly. I need a feature to see which option is calling my extension before i answer.
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Michel, Champion

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There are 2 methods I a can think of that would help with this:
1)  in the "Call Handling & Forwarding" - "Settings" - "Incoming Call Information" you can setup a number to be added to the beginning or end of a number to be displayed - add different numbers tso that you can visually identify which IVR menu was selected
2) in the same section, instead of "Display Number", select the "PLay Announcement" tab.  Then check the "Include mailbox name in announcement" option.

Note that both of these options required that your IVR actions are set to "connect to" and then set up a new user extension for each IVR menu option you want to identify.  Then in the call handling of the extension is where you would do one of the above methods and forward the calls to your actual phonesets.  Then based on the different extensions, there would be different mailbox info played, or a different appended number.

I use the second method so that it is easier to call-back and or identify the incoming number if it does not have any extra numbers on it.   The first method though does allow you to ignore calls easier by visually identifying them in the caller id, where as the second method you have to answer and listen to the RC announcement.
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David O Flaherty

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This reply was created from a merged topic originally titled Desktop App: Display IVR Menu name like queue/group.

We manage 5 companies in the one account. Each company has an IVR menu. I am wondering is it possible to display the IVR menu name on the softphone so support staff know which company is being called
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Miller

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This reply was created from a merged topic originally titled Deskphone Incoming call information.

  1. Account type: US
  2. A brief description of the business: 
  3. A high level description of the product or feature being requested: To have direct identified on our deskphone when account is set to IVR menu with different option but the same user assigned to keypress. 
  4. A typical use case scenario explaining how your business would use the feature: different sales dept with different offers and product
  5. Benefit of such feature: easily identify the call routing 
  6. Include any related case number if applicable
  7. Number of Users and/or Digital Lines: 55