Setup an IVR to transfer to Conference Bridge

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  • Updated 3 months ago

I would like an option on my IVR to transfer to a conference bridge.

We run a support center and during outages, I would like to change the prompts to something like "To join the conference bridge, press 5" and I could park an agent in the conference bridge to help relieve our high traffic calls. I do not see a way to create a conference bridge as something that you can join via IVR extension.

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Nick Tyo

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Posted 3 months ago

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Taylor

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Your conference bridge has a dial-in number. Create a dedicated extension pointing to that phone number. Then add that extension as an option on the IVR menu.

The only issue is pre-dialing the access codes. I don't think this can be programmed in with the phone number.
(Edited)
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Nick Tyo

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I'm pretty new to the solution, how do I identify my conference bridge number?

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Taylor

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In your portal there's a conference icon (a circle with three small circles around it) in the top-right corner of your screen.

Note that every user gets their own bridge (access codes), so bear this in mind when planning your execution. Anyone can use it, but I don't actually know if RC authenticates the host code against the user dialing in.

Conference bridges are not really designed to be directly 'entered' by callers. People join them by entering an access code.

You might want to look at an overflow queue. https://success.ringcentral.com/articles/RC_Knowledge_Article/9600
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Nick Tyo

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I can look into the overflow queue option. I need it where callers join a single call. That's what took me to a conference.
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Nick Tyo

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An overflow queue appears to just be another queue that behaves normally. I do believe I need a conference bridge for this. This may be more of a feature request at this point because I do not believe RingCentral can do it.
(Edited)
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Taylor

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From your question I didn't know that you wanted multiple people to join the same call. This would need to be a feature request then yes. Add the link here and I'll vote for it since I could use that in our business too.
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Saadet - Community Support, Official Rep

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Hey Nick and Taylor, I've flipped this to a feature request