Turn off the ability to dial an internal extension from a specific IVR

[Chris_F]

Hi,

We have run into some scenarios where we wish to be able to toggle on or off the ability on a specific IVR to dial an extension from the prompt menu.

For example, we want people to be able to dial extensions directly if they call during office hours and end up on the main IVR for the office, however, once the office is closed we do not wish for our customers who know an engineer's extension to be able to dial it directly. We have specific call flows setup based on customer support levels and customers are using this feature to bypass this.

I know we could simply direct out of hours calls straight to Voicemail however we wish to give them the option to be put through to the nominated on-call engineer if they are calling regarding an emergency situation.

Kind Regards,

Chris

 

[Louj]

you can create a time profile to activate the menu with the option activated and when its outside the office hours you can redirect to an ivr without the option activated.

 

[Chris_F]

you can create a time profile to activate the menu with the option activated and when its outside the office hours you can redirect to an ivr without the option activated.

I believe you misunderstand me. We already have routing to different locations at different times. You cannot disable the ability to dial an extension from the IVR prompt. This is the feature I am requesting.

 

[Louj]

I believe you misunderstand me. We already have routing to different locations at different times. You cannot disable the ability to dial an extension from the IVR prompt. This is the feature I am requesting.

Ah ok i did some test and with the digital receptionist this is always on but if you make a cfd app then this is not possible by default. so you could make a cfd for outside office hours.