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Eric Priepke How to have an IVR continue if no aswer?
New to the world of IVR, I find myself wishing there were more examples of working structures beyond just the reference manual documenting the list of options.
Our current phone system follows this sort of path:
1 - main number rings receptionist
2 - if no answer, rings all phones in office
3 - if no answer again play a message and go to directory.
I can replicate some of this in IVR, but the "if no answer move on to (something)" is a part I haven't figured out if it's possible to do. I just end up in the receptionists phone voice mail.
Any guidance, or links to other documentation would be appreciated.
With that said, an IVR cannot do that step you are needing.
We suggest using Call Queue extensions, 2 to be exact, and an IVR.
So call queue 1 would just have the receptionist only. Then you can use the 'in queue call routing' to route the call to call queue 2 (with all the extensions as members) after X amount of seconds. You want this value to be less than the number of rings the receptionist extension does before sending to her voicemail (default is 5 rings = 20 seconds. 1 ring = about 4 seconds)
In call queue 2 you can use the 'in queue call routing' to route the call to an IVR that has a play sound action to play a message, then a dial extension action to dial the directory (default x411).
Route your main number to the call queue 1 instead of directly to the receptionist.
At kb.digium.com you can find articles to setup basic call queues, how to record a message, and IVR actions.
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With that said, an IVR cannot do that step you are needing.
We suggest using Call Queue extensions, 2 to be exact, and an IVR.
So call queue 1 would just have the receptionist only. Then you can use the 'in queue call routing' to route the call to call queue 2 (with all the extensions as members) after X amount of seconds. You want this value to be less than the number of rings the receptionist extension does before sending to her voicemail (default is 5 rings = 20 seconds. 1 ring = about 4 seconds)
In call queue 2 you can use the 'in queue call routing' to route the call to an IVR that has a play sound action to play a message, then a dial extension action to dial the directory (default x411).
Route your main number to the call queue 1 instead of directly to the receptionist.
At kb.digium.com you can find articles to setup basic call queues, how to record a message, and IVR actions.