question

Todd Bandauski avatar image
Todd Bandauski asked Phong Vu commented

Erroneous IVR Transfers

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.

ivr
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Phong Vu avatar image
Phong Vu answered

I don't see any way to force your customers to dial only available options 1, 2 or 3 etc.

The only way for you to avoid this is, perhaps, change the "offnet" set to take longer number, e.g. > 100.

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Todd Bandauski avatar image
Todd Bandauski answered Phong Vu commented

Thank you Phong for your quick reply. Appreciate you thinking outside the box.

Where would I go within the portal to make the "offnet" change you mentioned above?

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Hi Todd,

My bad, I double check and found that there is no way to add keypress with 2 or more digits. What I thought was actually with the # sign but that is not solving your problem.

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