IVR hours for prompts and call-handling

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Can we get IVR hours settings (setting office-hours and after-hours) similar to user extensions?  Then be able to setup different "prompts" and "call-handling" settings for office-hours and after-hours (similar to user extensions)

Most situations of using IVR is to handle more complex calling handling situations than a single user extension can handle - but when we use the current IVR we loose the office-hours/ after-hours functionality.
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Michel, Champion

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Posted 3 years ago

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Danno, Champion

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Good suggestion.  But, this can be done (I'm doing it today) by creating a separate IVR for after-hours and then control the schedule via Advanced Rule.
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Danno, Champion

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For example, during the day, calls are answered via the East Coast IVR.  At 5 PM EST, the Advanced rules (Mon-Fri) routes the calls to the West Coast IVR. Then at 5 PM PST and on weekends, the Advanced rules routes to a After-Hours IVR.  I did this so I can run a report each day on the different IVRs for traffic and handling.
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Danno, Champion

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One recommendation is - make sure you have a clear understanding of whether the number (your customers are calling to reach the IVR) should be a Company Number or a direct number for the IVR.  This not only has bearing on the outbound CLID you want to send but where the advance rule should be entered.
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Michel, Champion

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I forgot to indicate that I want to use this setup for individual phone numbers, not my main company number.  The setup you indicated works under "advanced rules" in the company settings, but the "advanced rules" in the user extensions settings does not allow selecting/forwarding to IVR extensions (or any extensions for that matter) only to phone numbers.
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Danno, Champion

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Oh, I did not get that from your post.  There is a way to forward an extension to an IVR and you should be able to do an Advanced Rule by the unique DID for the user.  However, maybe I'm not understanding (for sure) what you are asking.
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Michel, Champion

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You say there is way to "forward an extension to an IVR" - how do you do this?   I want to setup an IVR menu on a single user extension, but want to use 2 different IVR menus depending on the users' hours.
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Danno, Champion

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It can get tricky (depending on exactly what you are trying to achieve) but to answer your question; under Messages & Notifications (refer to screen print)

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Michel, Champion

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I actually tried what you said you have working - under advanced settings of my company hours, and it would only allow me to forward to user extensions - not IVR extensions.
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Are you using single-level IVR?  Because I'm using multi-level IVR. 
But beware!!!!!!!!!!!!!!!!!!!!!!!
Make sure you have a good understanding of single vs. multi before making changes.  Some settings change when you change to the different level. I learnt that the hard way.  

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Danno, Champion

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Here is what my RULE screen looks like:

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Michel, Champion

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Great!  I got this working on an extension with an advanced "call-handling rule" as you described.   Would have never found this because the selecting a group does NOT match the terminology of the system - IVR menus are specifically not listed under groups in the "Groups - Others" company option.  I never even tried groups because I don't have any setup and thought that this would only be for multi-ring type groups as described in the system.   Thankyou very much  - my users will be much happier tomorrow with their calls going to the correct menus! 
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My pleasure.  Sometimes I think I spend too much time on Webinar training but it certainly pays off in the long run.  I guess it could be worse - I could be an Apple Genius!
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Michel, Champion

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I think my original idea recommendation is still valid - since this is definitely is a work-around.  I have to make a special note to my staff to not mess with the IVR menus, even though they look like they are not assigned to any numbers - and I specifically have to indicate the phone numbers using the IVR menus within the menu title so as to keep track of which menus and phone numbers are dependent on each other - Thanks again though, at least the work-around method does the job for now until they improve the syste.
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Danno, Champion

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I agree.  RC does a good job of updating.  I would say about 40% of my workarounds in the past five years have been retired by their updates.  Hang in there.
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Chris Duquette, Champion

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Stick close to this Danno guy he knows his stuff....im prersuming guy if incorrect... my bad
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Danno, Champion

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I've never been married to a Kardashian so I'm firmly a guy - plus I do work for tips!
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Chris Duquette, Champion

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so you're not nuts or bruce jenner (check)
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Danno, Champion

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That's an oxymoron!
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GEORGE MKRTCHYAN

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I'm having the same issue here. It seems the workaround is actually the solutions, however, my customer has 5 locations, with multiple "main" numbers for each location (local, toll-free). Assigning these numbers directly to the IVR menus is the logical choice, but, once you do you can't use those numbers in ANY advanced call handling rules. You have to move those numbers back to the list of company numbers.

Here's my issue, the customer has different hours for Saturdays and then on Mondays, only 2 out of their 5 locations are open. It's going to be a nightmare even to setup the workaround advanced call handling rules because now I have to create a rule for normal hours, after hours, saturday hours and monday hours...and that's for each number they're advertising to their clients.

RC, you have to allow for call handling rules at the ivr menu level. This is a must.
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Michel, Champion

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Yes, if we could get advanced rules on IVR menus, then we would be able to use same IVR menus for different numbers because they could route calls based on what number was called - which would make it possible to use the same IVR menus for multiple branches and locations that have different main numbers.

As a workaround, you could try:
- routing all your main numbers to a single extension, using its advanced rules to route calls to the appropriate IVR menu based on the current days and hours.
- the single set of IVR menus would be used for all main numbers, then based on IVR menu options selected, always route to extensions (not final numbers or extensions)
- each of the extensions would have advanced rules setup to direct the caller to the appropriate final destination based on the main number called (which is detectable in advanced rules)

This would still work, but be a bit more complicated if the locations are in different time zones.

Still is a workaround, but at least this approach enables only one set of IVR menus to be setup and used for all locations

Let me know if you need help setting this up.