Auto Receptionists Sub IVR | Community
Skip to main content
E
Newcomer
elcapitan-ph
Newcomer
March 21, 2024
Solved

Auto Receptionists Sub IVR

  • March 21, 2024
  • 2 replies
  • 7 views

Hello Everyone 

 

In Zoom Auto Receptionists it's is possible to have sub ivr 

 

Example if the user press 1  (Registration)

under Registration we want to have 2 option

New Registration (1)

Exisiting /Follow up registration (2)

Go back to main Menu (3)

 

Is this possible ?

Best answer by crissyd

@elcapitan-ph Yes, it is possible to create a multi-level interactive voice response (IVR) system.

You need to create another Auto Receptionist (Registration) that will serve as your sub IVR and call queues for New Registration, Existing and Follow up registration.

 

For the Registration Auto Receptionist:

  1. Log in to the Zoom Web Portal then Phone System Management > Auto Receptionists > Add the Registration Auto Receptionist or select the name if you have already created one.
  2. Scroll down to Business Hours and change the Route to section to Interactive Voice Response (IVR).
  3. Then you can now Edit the IVR Menu.
  4. With your use case, edit Key 1  to Forward to Call Queue and select the call queue that you created for New Registration. Repeat this step for Key 2 (Existing /Follow up registration).
  5. For Key 3, select Forward to Auto Receptionist and the target should be the Main Auto Receptionist that you created.

For the Main Auto Receptionist:

  1. Log in to the Zoom Web Portal then Phone System Management > Auto Receptionists > Select your Main Auto Receptionist.
  2. Scroll down to Business Hours and change the Route to section to Interactive Voice Response (IVR).
  3. Then you can now Edit the IVR Menu.
  4. With your use case, edit Key 1  to Forward to Auto Receptionist and select the Registration Auto Receptionist (see above) that you have created.

2 replies

crissyd
Employee
crissydAnswer
Employee
March 22, 2024

@elcapitan-ph Yes, it is possible to create a multi-level interactive voice response (IVR) system.

You need to create another Auto Receptionist (Registration) that will serve as your sub IVR and call queues for New Registration, Existing and Follow up registration.

 

For the Registration Auto Receptionist:

  1. Log in to the Zoom Web Portal then Phone System Management > Auto Receptionists > Add the Registration Auto Receptionist or select the name if you have already created one.
  2. Scroll down to Business Hours and change the Route to section to Interactive Voice Response (IVR).
  3. Then you can now Edit the IVR Menu.
  4. With your use case, edit Key 1  to Forward to Call Queue and select the call queue that you created for New Registration. Repeat this step for Key 2 (Existing /Follow up registration).
  5. For Key 3, select Forward to Auto Receptionist and the target should be the Main Auto Receptionist that you created.

For the Main Auto Receptionist:

  1. Log in to the Zoom Web Portal then Phone System Management > Auto Receptionists > Select your Main Auto Receptionist.
  2. Scroll down to Business Hours and change the Route to section to Interactive Voice Response (IVR).
  3. Then you can now Edit the IVR Menu.
  4. With your use case, edit Key 1  to Forward to Auto Receptionist and select the Registration Auto Receptionist (see above) that you have created.
    Bri
    Community Manager
    Bri
    Community Manager
    March 27, 2024

    Hi @elcapitan-ph ! I have reviewed your post and @crissyd has replied with the correct solution, so I've gone ahead and marked it as an accepted solution. Please let us know if you have any additional questions!

    Terms & ConditionsAccessibility statement
    Copyright © Zoom Communications, Inc. All rights reserved.