IVR: Change call prompting from single digit only to multi digit

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  • Updated 2 years ago
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The following are the issues we came across when we set up the IVR:

 Fixes would be allowing:

o   Key press selections are limited to 10 keys only - to be an unlimited number

o   Inability to change the key press on a preferred number - a customized number
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Ben Cattoor, Champion

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Posted 2 years ago

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Jan Ferguson, Champion

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Ben,

Are you using the single-level or multi-level IVR? If you are using the multi-level IVR (available with the RingCentral Office Premium and Enterprise plans) you can setup multiple levels (i.e., more than 10) key press selections.

For more information on multi-level IVR, see the information here:
https://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/6593

If you don't have a Office Premium or Enterprise account, contact your sales representative for more information on upgrading your account, if needed.
(Edited)
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Ben Cattoor, Champion

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We want to set the option for key press to be :
612
214
303
ext

this option does not exist. 
The only option is the drop down of 1 - 0
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Jan Ferguson, Champion

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A key press by definition is one key (key vs keys). Most, if not all, IVR set ups normally have a single key press...such as:
Press 1 for Sales
     In Sales menu: Press 1 for Widgets
     In Sales menu: Press 2 for Doo-dads
     In Sales menu: Press 3 for new products
Press 2 for Billing
     In Billing menu: Press 1 for credit cards
     In Billing menu: Press 2 for checks
     In Billing menu: Press 3 for PayPal

The only way you could do what you are proposing would be to set up extensions. Then you would set up your announcement to say:
Press 612 for Sales
Press 214 for Billing
Press 303 for Service

You did not indicate whether you have a Premium or Enterprise account which would enable you to use multi-level IVR.  Therefore if you do not, or cannot, use multi-level IVR the first example I offered is moot.

I hope this helps.
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Ben Cattoor, Champion

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I understand that 1 - 0 is normal for key presses. But what if someone was trying to create a second company directory and in it were cities and their key presses were their area codes.

This is what we are trying to do but for 50 cities. 

I have spent maybe 40 hours with rc tech support and state side implementation..

I am submitting the feature request because the feature does not exist in the system and the tech that tried to create the request could not on my behalf. 

It was ringcentral suggestion to add this to their offerings. 
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Jan Ferguson, Champion

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There could be various ways to do this but not knowing your complete needs, I can only offer suggestions. Do you have muti-IVR functionality with your RingCentral account/plan?

Disclaimer....I am not a RingCentral employee but a RingCentral customer like yourself who is very knowledgeable with the product.

Questions I would have are:
1. Do you have muti-IVR functionality with your RingCentral account/plan?
2. How many states are we talking about?
3. What is the maximum number of cities in the largest state you have?
4. How many offices or phones are in each city or area code?

The reason I ask these questions is because if you have multi-level IVR you could do something like:
Press 1 for Florida
     In Florida menu: Press 1 for area code 305
     In Florida menu: Press 2 for area code 786
     In Florida menu: Press 3 for area code 954
Press 2 for New York
     In New York menu: Press 1 for area code 914
     In New York menu: Press 2 for area code 212
     In New York menu: Press 3 for area code 718
Press 3 for Tennessee
     In Tennessee menu: Press 1 for area code 615
     In Tennessee menu: Press 2 for area code 423
     In Tennessee menu: Press 3 for area code 931
Press 4 for [etcetera...continue with other states]

Then under each area code you could further continue to a given office:
     In Florida menu: Press 1 for area code 305
          In 305 menu: Press 1 for Office A
          In 305 menu: Press 2 for Office B
          In 305 menu: Press 3 for Office C
     In Florida menu: Press 2 for area code 786
          In 786 menu: Press 1 for Office D
          In 786 menu: Press 2 for Office E
          In 786 menu: Press 3 for Office F
     In Florida menu: Press 3 for area code 954

Finally, if it comes down to various departments within an office you can further go to:
     In Florida menu: Press 1 for area code 305
          In 305 menu: Press 1 for Office A
               In Office A menu: Press 1 for Billing
               In Office A menu: Press 2 for Sales
               In Office A menu: Press 3 for Service

Again, if you do not have multi-level IVR you could possibly do this with extensions, but you would be limited if there is more than one office or more than one department in any given office.

In my humble opinion, this is very doable with a multi-level IVR, since it can be configured with up to 250 menus. I can't see where multi-key IVRs will be something that can be a viable option as the moment you click on the first number  you will be indicating your choice.

Again, some good examples are shown in this knowledge-based article:
https://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/6593yo
(Edited)
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Phil Koorsen, Implementation Advisor

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Hello everyone,

I am an implementation advisor for RC and I would like to add to Jan Ferguson's comments. If you are using MIVR with the Premium or Enterprise accounts, you can assign those 3 digit extensions to an IVR, one for each state or one for each area code. So they can press 305 and it will take them to the IVR for that state. Once in there, they can use the 1, 2, 3, etc to get to which ever group you need. Or without IVR, assign the 3 digit extension to either a group, message only, or announcment only where you can direct the caller to dial another 3 digit extension or speak to a live agent.
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Ben Cattoor, Champion

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Phil, I am a RC reseller (Froogal) I would love if we could touch base about how to do this.

any chance you can reach out to my direct line?
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Ben Cattoor, Champion

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THANK YOU PHIL!!!

AWESOME! 

Phil ran across this thread while at work with RingCentral. He then proceeded to reach out to me via phone, where he spent 30 minutes helping do what I was wanting done!

The answer is you do not need to put a "key" in the "Add Key" button. 
You can simply type out the prompt in the prompt options. 
For example, my prompt is:

For Minneapolis dial 612.
For Denver dial 303.

Anyone can now press "612" and be transferred to MPLS or "303" and be transferred to Denver. 
Again this is done without assigning a key press in the next option "Add Key".

Phil, thank man you made my day much much easier! 
In this day and age a true miricale to have someone fomr the company read your blog post and call you to fix the problem!!!

Keep up the GREAT work RingCentral!!!





    
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Ben Cattoor, Champion

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THANK YOU PHIL!!!

AWESOME! 

Phil ran across this thread while at work with RingCentral. He then proceeded to reach out to me via phone, where he spent 30 minutes helping do what I was wanting done!

The answer is you do not need to put a "key" in the "Add Key" button. 
You can simply type out the prompt in the prompt options. 
For example, my prompt is:

For Minneapolis dial 612.
For Denver dial 303.

Anyone can now press "612" and be transferred to MPLS or "303" and be transferred to Denver. 
Again this is done without assigning a key press in the next option "Add Key".

Phil, thanks man you made my day much much easier! 
In this day and age a true miracle to have someone from the company read your blog post and call you to fix the problem!!!

Keep up the GREAT work RingCentral!!!





    
(Edited)