We would like IVR to play out of the normal office hours, can this feature be added

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Hamid Abdul

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Posted 1 year ago

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Jan Ferguson, Channel Partner, Champion

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You can do that now in several different ways. You can set up an announcement only extension which has your normal office hours and any other information (mine includes the fact that I am closed on all national holidays). Then include a key press (in a multi-level IVR) to play that extension -or- in a single level IVR set the extension number so it is between 1-9.

You can also include that information (although not as clean a presentation) in your company greeting.

Finally you can also set that information in your After Hours company greeting. In this scenario, if people call your business after your normal office hours they will be notified of what your actual office hours are.

Hope this information helps you.
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Jan Ferguson, Channel Partner, Champion

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Hamid,

Sorry....I forgot to mention, that in either IVR situation (you don't mention whether you are using single or multi-level IVR), you need to include the key press instructions for your callers so they can be instructed on your normal opffice hours. For example, "To hear our normal office hours...Press 4".
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Jan Ferguson, Channel Partner, Champion

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Hamid,

The more I re-read your question, I became a little more confused about what you really want to do. The other interpretation I got from your question (other than what I responded to above) is that you would only like the IVR to play during your normal office hours, but not during non-office hours.

That can also be done easily enough. You would still need to set up an announcement only extension to contain the information about your normal office hours. Then you would go to the Auto Receptionist | General Settings | IVR Settings menu items. Here you can select which extension you want to use (either IVR extensions in multi-level or a regular extension in single-level) for both the Company Hours and the After Hours time periods.

Here is my multi-level IVR settings. You can see that I also have set up Advanced Calling Rules based on time so that a "Morning Main Menu" will be used from 12am to 12pm and an "Afternoon Main Menu" will be used from 12pm to 12am. The only difference between the two menus is that I start off with "Good Morning" or "Good Afternoon". However, depending on your business you can also make the key press choices different based on your Company Greeting.

Note: The After Hours Ext 1005 in the After Hours Top Menu is simply an announcement with our office hours and I offer them the opportunity to leave us a message.

(Edited)
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Jan Ferguson, Channel Partner, Champion

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Hamid,

Did my posts help you or do you still have questions regarding what you are trying to accomplish?

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