Operator Rules by User

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  • Idea
  • Updated 10 months ago
  • Implemented
Please add Operator Rules that can be set to direct what happens when a caller selects option 0.   These rules should be settable by user extension, so that we can have different rules for different users and different situations.  This should be similar to how we can set advanced rules in "Call Handling" of each user ext.   So a good location of this feature may be as "Avanced Rules" in the "Screening, Greetings,..." section of the user settings.  One of the rules transfer options needs to be able to transfer back to the same extension OR disable / ignore the operator request.

I have tried all the work-arounds suggested by other admins and RC support, but most of them only handle the situation of pressing 0 during an IVR announcement.   Most of our customers are pressing 0 when they are listening to music on hold during a transfer or during a user ext message, which always then sends them back to the main company operator ext.

We have several departments that operate solely independent from our head office.  When they receive a call, if a user presses 0, they get the operator answering in our head office across the country that knows nothing about that branch.  The branch has its own operator available, but we need to route Option 0 to that branch operator's user extension.

We also have some branches with no operator and their IVR has been setup with all the information and transfer options a caller needs, so we want to just turn off option 0 (or have it routed back to just repeat the IVR announcement).

We have many customers calling that are getting very annoyed by us having to ask them to call back and do not use option 0.
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Michel, Champion

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Posted 2 years ago

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Michel, Champion

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Yes, this has been implemented as the new "Zero Dialing" feature under the "Auto-reception" IVR options.   BUT it applies to the entire phone system.   As I mentioned in my explanation, we have several users, groups of users, and separate offices all on the same account.    We need this "Zero Dialing" feature to be settable per IVR menu as well as by user extension as well.

Thanks for at least getting it on the main reception level.