Make call to Auto receptionist with direct IVR Choice

[Steeve_P]

Hi there,

We got several Auto-Reception set up , and some are considered as more "critical"

One of them will (depending on IVR choice) redirect to a person in charge of taking emergency call.

As this person change from weeks , we got to manually change the N° every week.

As well, we would like to be sure that no know forgot to redirect correctly (One time we had a person in support team that just added a space before the number...so nothing would never work)

We are currently setting up a "control" automatic call once a week, to ensure that everything is setup correctly.

But I can't test it through the IVR choice.

Like... if my Auto Recep n° is 064101010  , is there a way to directly compose a number that would reach the correct IVR choice?

Like... 064101010#2 ?

Thanks for your help

Ho...and if you have a different IDea on how to manage this problem (whole thing...) let me know, I love to hear and learn 🙂

Regards

[sparrow]

Trying to dissect what you're asking here. Are you trying to automatically route an incoming Auto Receptionist call to a particular IVR menu option? Versus having the caller listen to the greeting, then making a selection from the IVR menu? If not? Please do ask your question a little differently. 

[Eliot]

hi @Steeve_P 

you could consider setting up an Emergency Call Queue.  The members of the Emergency Call Queue could be all staff that answers emergency calls. 

Whichever staff member is assigned for a particular week, would opt in to answering these emergency calls during the assigned week. 

You may also want to take into account that the assigned staff member may be tied up on another call.  Overflow the the Emergency Call Queue could be routed to a Backup Emergency Call Queue with all staff that answers emergency calls.  

Please see Managing Zoom Phone call queues.

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

thanks, eliot

[Steeve_P]

Hi there,

Thanks both for your reply.

I'll try to make it maybe more clear, as Sparrow Asked.

This specific Auto-receptionist (for which I try to get idea) is made for our Shop to call outside office hours.

It would router their call depending on the situation to correct departement.

As for our team, there is a person on Duty every week .

This person is not forced to stay in front of his computer...or anything else, but need to handle the call if there is one.

We did try to route them directly with Zoom Mobile App , but would often happen that their was no signal where the person was and so the App did not work.

So  , we did put the person Mobile N° directly in the Auto-receptionnist.

That way when you make the choice "3" on IVR , your call is directly routed to the mobile phone of the person.

That's where I sometime got a Human problem.

We already had twice, a problem where people in charge of changing this n° everyweek (to match correct person on duty) made a mistake (Like , a space at the beginning of the number...)

Direction Asked to find a way to test the line once a week , on duty hours, to be sure everything is set-up correctly before Weekend.

So...ONly way i found was to manually call them once a week...but this will definitely lead to human error ( forget about it...for ex...)

So I search about "Auto Redial" things...but there, the problem mostly is that he need to make a choice on the IVR...And the app can't do it.

@Eliot 

We did try with queue as well ...but I can't add Mobile N° to queue.

People could maybe redirect their ZoomPhone to mobile on Weekend... but same..they would forget to do it easily...and making it like a permanent setting would lead them to deactivate it after a while cause no one want to be called when not on duty...(and definitely, our shop try to reach people on their personnal zoom phone N° really often...)

Not an easy one...maybe no real solution there...

That why i'm asking so 🙂

Thanks for your time.

[sparrow]

Human error doesn't translate to Zoom phone being the problem. 

In regard to Call queue and not being able to add a mobile phone to it, you're correct. However, members of the call queue can add their mobile phone to their own call handling. When a user receives a direct or a call queue call, their mobile phone will ring. Now, they do need to have their business hours open after hours if they intend to receive a call after hours calls and as an admin, you can see if they have this set correctly. 

Can you clarify what you mean by Auto-Redial? And what do you mean by the app can't do it?

[sparrow]

And failed to mention, yes you can test an AR. Simply duplicate the AR which copies the exact same configuration. Give it a different phone number and modify the business hours to mimic it being after hours. You need a number if you intend on using an external number in the IVR menu. 

[Steeve_P]

Hi Sparrow,

Sorry if thing still unclear.

As french Speaker, I know sometimes my english can be a bit..."unclear" 

I knew about possibilities to redirect call to mobile phone , but people want to avoid this, cause they would get to much not intended call redirected as well.

That why i'm trying to figure a way to "test" every week if setting up the new number for the week was correctly made.

Auto-Redial was un app I found (several in fact) that use your mobile to call a number on scheduled time , (and retry few times if needed)

This doesn't help a lot... as it use my own phone...And i could be anywhere at that time.. 😕

Maybe there isn't real other solution than just making a call myself to this number once a week to ensure that the person on duty is correctly receiving the call... 😕