How do I set up a phone number for Inbound IVR to ring a branch?

Subject

Applies to: Admin/Branch Manager
Purpose: How to Set Up a Phone Number for Inbound IVR to Ring a Specific Branch
Location in Ricochet: Configuration > Phone Settings

Description

The instructions in this article require Branch Manager access or above

These instructions describe how to configure an Inbound IVR phone number to route calls directly to a specific branch by editing the IVR phone settings, skipping greetings and user input prompts, selecting the transfer-to-branch action, choosing the desired branch, and continuing through the remaining IVR routing setup.

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 open a ticket.

1. To set up an Inbound IVR number to ring a Branch directly, 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. Click No

7. Click Next

8. On the "Ask the user for input" sub-tab, click No

9. Click Next

10. Click the dropdown to select what action to initiate when a call comes in.

11. For this example, we will select Transfer to Branch

12. Click the dropdown under "Choose a Branch"

13. For this example, we will select Main Company Branch - PA

14. Click Next and proceed with the rest of your IVR Phone routing configuration.