Extensions Not Working When Calling In

Question

I was able to set up the Auto Receptionist so that myself and my colleagues can make outbound calls and receive inbound calls, and have also set up the message for when customers call in, but when clicking the extensions that are voiced in the message (and has been set up), it does not patch through at all.

I want to ensure customers can submit the extension number, and be patched through to the proper individual. Currently the opening message continues until finished, and then patches through to the main recipient set up in our portal.

Eliot · Answer

Hi lahtaylub,

Please see article below on auto receptionist. Normally, you route calls from the auto receptionist to the ivr.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421

please see article below on ivr. The ivr is where you can route calls to extensions, call queues, etc.

you can prompt callers to (a) select which user they want or (b) enter at any time the extension number of the user that they want to reach (callers do not have to wait to the end of the announcement). If they do not know the extension number of the user that they want to connect to, the caller can be prompted to dial by name.

Example of using the user’s name as a prompt, ‘for Tom Jones, press 1; for George Washington, press 2’, etc.

you could also route call to call queues such as sale, support, billing, etc. the users could be members of one or more call queues and answer calls to the call queue.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150

please see article below on call queues.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks, eliot