How do I set up an Inbound IVR to ask a caller to press a digit to get to a specific team/user?

Subject

Applies to: Admin/Branch Manager
Purpose: How to Set Up an Inbound IVR to Ask a Caller to Press a Digit to Get to a Team/User
Location in Ricochet: Configuration > Phone Settings

Description

The instructions in this article require Branch Manager access or above

These instructions explain how to configure an Inbound IVR phone number to prompt callers to press specific digits to reach designated users or teams by enabling a greeting, setting up text-to-speech or uploaded audio, enabling caller input, defining digit-based actions, assigning each digit to a transfer destination such as a team, and continuing through the remaining IVR routing configuration.

Resolution

Optional: View the step-by-step tutorial for this process:

Click here to open the step-by-step tutorial in a new tab

Non-Administrators do not have the access to follow these instructions and should request support from their company admin or open a ticket.

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 Routings tab and then 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.