We have a multi-level IVR setup and found that customers are memorizing the pattern, i.e. Option 5, Option 2, so when they call back, they quickly dial 52. The IVR is interpreting this as extension 52 which we have setup to transfer offnet. My request would be to limit the callers ability to entering digits only available within the IVR menu unless and provide a specific prompt to transfer to an extension. i.e. "If you know your parties extension press 9, then from that menu enter multi-digits.
© 1999-2024 RingCentral, Inc. All rights reserved.
Privacy Notice