Solved Show call group when inbound call selects IVR option.

[SpaceCowboy]

Hi All,

Our client wants the call information to display which ring group is being called when an inbound caller selects an option within their IVR.

For example when a caller selects option 1 in IVR, and it goes to their "General Enquiries" ring group, they want that to be displayed.

Currently, when an inbound call comes through, and they select any of the options, it just shows inbound called ID + the IVR name. No ring group information, so they don't know which department they have selected.

Call routing as follows:

Inbound call/trunk > IVR (three options) > Ring groups.

 

[Jeff Dodge]

They way I set this up for one of my clients is that I created a Ring Group for each option, name the ring group as what you want to show on the phone and then when someone press 1, it goes to everyone in the ring group and shows where they are coming from.

There is also a setting under Advanced > Contacts > Click on Options > Add Group, Queue or DID/DDI Names to Caller ID

If that isn't set correctly it won't show the info on the screens.

 

[SpaceCowboy]

They way I set this up for one of my clients is that I created a Ring Group for each option, name the ring group as what you want to show on the phone and then when someone press 1, it goes to everyone in the ring group and shows where they are coming from.

Ahh, I figured it out. Thanks. It was to do with how I was routing to the call groups. All sorted.