How do I set up a phone number for Inbound IVR to ring specific users individually (not on a team)?

Subject

Applies to: Admin/Branch Manager
Purpose: How to Set Up a Phone Number for Inbound IVR to Ring a Specific 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 ring one or more individual agents directly by editing the IVR number, skipping greetings and caller input prompts, selecting the transfer-to-agents action, choosing one or multiple agents, and proceeding with 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 request support from their company admin or open a ticket.

1. To set up an Inbound IVR number to ring one or more Agents directly (not on a 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. 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. Select Transfer to Agents

12. Click inside the Choose one or more users area

13. Select one agent from the dropdown

14. Click inside the area again if you want to choose another user from the dropdown (or just leave it as the one Agent).

Note: Choosing just one agent will send the caller to the Agent's Voicemail and not the VM of the Inbound IVR number.

15. If choosing more than one Agent, select the agent from the dropdown.

Repeat those steps as needed.

16. Click Next to proceed with the rest of your Inbound IVR phone configuration.