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Embedded tutorial/solution:
24 STEPS
1. To set up an Inbound IVR number to ask the caller to press a digit to get to a specific user or team, click Configuration
2. Click Phone Settings
3. Click the IVR Phones tab
4. Click Edit for the Inbound IVR number you wish to edit.
5. Click Greeting
6. Typically when asking callers to press a digit, there will be some sort of greeting played for the caller.
On the Greeting tab, click Yes
7. Click inside the Text to Speech area if you wish to type your greeting out.
8. If you have a pre-recorded greeting (in MP3 or WAV format), you can upload it by clicking on Upload a Greeting.
9. Click Choose File to upload your file.
10. For this example, we will use the Text to Speech. Click Next
11. On the Routing tab, "Ask the user for input?" sub-tab, click Yes
12. Click Next
13. Click the + symbol to add your first Action: User Input.
14. Click inside the "Enter # of Symbol" area and type the number(s) you wish for the user to press.
15. Click the dropdown under "Action"
16. For this example, we will select Transfer to Team
17. Under the "Choose a Team" area, click the dropdown and select a team.
18. For this example, we will select Sales Team
19. To add more options for callers, click the green + symbol again.
20. Click inside the "Enter # of Symbol" area and type the number(s) you wish for the user to press.
21. Click the dropdown under "Action"
22. For this example, we will select Transfer to Team
23. Under the "Choose a Team" area, click the dropdown and select a team.
24. For this example, we will select First Team A.
Note: From here you can proceed to repeat these steps to add to your IVR Actions, or click "Next" to proceed to the next step in the IVR Routing setup.
Here's an interactive tutorial
https://www.iorad.com/player/1757395/How-do-I-set-up-an-Inbound-IVR-to-ask-a-caller-to-press-a-digit-to-get-to-a-specific-team-user-
Copy of text and screenshots from the tutorial/solution:
1. To set up an Inbound IVR number to ask the caller to press a digit to get to a specific user or team, click Configuration
2. Click Phone Settings
3. Click the IVR Phones tab
4. Click Edit for the Inbound IVR number you wish to edit.
5. Click Greeting
6. Typically when asking callers to press a digit, there will be some sort of greeting played for the caller.
On the Greeting tab, click Yes
7. Click inside the Text to Speech area if you wish to type your greeting out.
8. If you have a pre-recorded greeting (in MP3 or WAV format), you can upload it by clicking on Upload a Greeting.
9. Click Choose File to upload your file.
10. For this example, we will use the Text to Speech. Click Next
11. On the Routing tab, "Ask the user for input?" sub-tab, click Yes
12. Click Next
13. Click the + symbol to add your first Action: User Input.
14. Click inside the "Enter # of Symbol" area and type the number(s) you wish for the user to press.
15. Click the dropdown under "Action"
16. For this example, we will select Transfer to Team
17. Under the "Choose a Team" area, click the dropdown and select a team.
18. For this example, we will select Sales Team
19. To add more options for callers, click the green + symbol again.
20. Click inside the "Enter # of Symbol" area and type the number(s) you wish for the user to press.
21. Click the dropdown under "Action"
22. For this example, we will select Transfer to Team
23. Under the "Choose a Team" area, click the dropdown and select a team.
24. For this example, we will select First Team A.
Note: From here you can proceed to repeat these steps to add to your IVR Actions, or click "Next" to proceed to the next step in the IVR Routing setup.
Applicable User Seat Types
Admin
Galaxy
Booster
Applicable Permissions
Administrator
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