IVR routing

[ICT_Funkyjunk]

Hi,
I can't seem to figure out how to do this particular IVR routing. A bit of context: we are a SMB where there are 2 internal departments (dept), and calls are 90% directed to one, 10% to the other.

I would like to setup that when a call comes in, it should play a welcome message* and it should immediately start ringing a group of people of dept1 (so far Call Queues would do the trick), but also have the possibility to use DTMF to redirect the call to another group of people (only the english speaking ones) or to dep2.
Basically the function of an IVR and Call Queue combined.

*the welcome message would say "Welcome to XYZ, please hold for dept1, press 2 for english, press 6 for dept2".

Many thanks for the help,

 

[JosIPVG]

Hi Funkyjunky,

As far as i know its not possible to ring a queue and offer an IVR with choices simultaniously.

Id opt to keep the message the same and if people do not make a choice set the time out for 2 seconds and connect to the desired queue.

 

[ICT_Funkyjunk]

Thanks Jos, but I was reading that setting the timeout to 2 seconds triggers the transfer and plays a message (that can be muted by replacing the file with an empty one) so wouldn't that cut the initial welcome message and basically not allow people to choose with DTMF?

I'll try it out later today outside business hours just to see

 

[JosIPVG]

Hi Funky,

If you make an IVR and upload a prompt to it , in this case the explained menu then the timeout after 2 seconds happens after the audiofile is done playing before transferring to the destination.

 

[Bruce Smith]

I dont see why you cant IVR and IVR (ivr 1) press 1 for dep1 press 2 for dep 2 ,, when is 1 pressed then IVR2 1 for Kings English or hold to be put thru to dep1 (default Spanish)