IVR: How to Include mailbox name in announcement for agent to hear?

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  • Updated 2 years ago
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Account type: Canada Premium
Description of business: Real estate brokerage
Product/feature description:
- in a multilevel IVR it is not currently possible to determine where a particular call came from. For instance, given the scenario that the same number is being used for multiple options e.g.
Press 1 for Sales, Press 2 for Leasing being forwarded to the same number, we are not able to determine what option the customer selected.  This would be a good feature to have if one number is being used for multiple options.
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Sagar Malik

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Posted 2 years ago

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Jan Ferguson, Channel Partner, Champion

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That option is currently available. In Call Forwarding & Handling, at the bottom of the form is a checkbox that reads, Include mailbox name in announcement (see screen shot below).

Checking that option will notify the person answering the telephone the name of the mailbox/extension that the person chose. In your example it would sales either "Sales" or "Leasing" or whichever name you have given to an extension. I am a one-man operation and I use this all the time (in a multi-level IVR) so I know how to answer my calls (Sales, Support, etc.)

Don't be confused as someone else was last week. The word "announcement" is an announcement to the person ANSWERING the call. The person calling your business WILL NOT hear the announcement given to the person answering the phone. It will announce to the person answering the phone, "Hello Sales, [or Leasing or whatever] you have a caller. To accept the call Press 1, for more options press star (*) ."

IMPORTANT NOTE: You have to do this for each extension/mailbox (i.e., Sales, Leasing, Business Office, whatever)

(Edited)
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Jan Ferguson, Channel Partner, Champion

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Sagar,

Did the above explanation help solve your issue? I'll be glad to explain more if you still need assistance.
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Sagar Malik

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Hey Jan! I did try it however it isn't announcing anything....? The "Include mailbox name in announcement" is check marked.

Any suggestions?

Thanks a lot!
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Jan Ferguson, Channel Partner, Champion

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Did you try calling that extension from some other phone? If you did, did the call just go straight through and when answering you are telling me that you did not hear the announcement of which mailbox was selected? Finally, are you answering the extension on an IP phone, Windows Desktop app or the Mobile app?
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Jan Ferguson, Channel Partner, Champion

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Sagar,

Adding to my comment from yesterday...

The reason I was asking how you are answering the phone is because you will hear the announcement on an IP phone, and on a forwarded call to a cell phone or any other forwarded phone number (i.e., a home phone, etc.). You will not hear the announcement if you are using the Windows Desktop app or the mobile app and are logged in using a particular extension or even your main number.

The main reason you won't hear the announcement on the Desktop or Mobile app is because the individual is logged in as a particular extension, so they would know how to answer the phone.

If however, you are logged into the Desktop or Mobile app as the Super Admin (x101) or just using your main number (toll-free or not) with no extension (it will assume Super Admin) it seems that the neither of those apps will advise/announce to you which extension is being called.

I use an IP phone in the office and any extension, other than my own, will be forwarded to and ring on my cell phone (not the Mobile app) or my home phone if I am away from the office. So therefore I always know which extension is being called in my multi-level IVR because it does announce in those situations.

Does that all make sense?
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Jan Ferguson

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Sagar,

Did my explanation above assist you? Are you still having issues with this? Let me know.