This unit covers the Interactive Voice Response (IVR) Action ‘Call Transfer’. It covers all call targets and Auto Call Distribution (ACD) strategies.
Create a New IVR
To create a new IVR in Fastcall you have to click the plus icon (+) and then pick the IVR you are creating. For this unit Call Transfer.
Call Transfer
Call Transfer does what it says on the tin – it transfers the call to a given target. The target can be:
- A Group, as set in Fastcall
- Fastcall user
- The Record owner (must be a user)
- No record owner (the route used when an owned record is not found)
- A phone number, for example, a call center.
In addition, you can specify the following:
- Introductory Automated Message – this should inform the Caller what’s happening, for example, ‘Transferring you to your account manager’.
Note: You do not use the IVR “Play Message” for this. - No Answer IVR – the required IVR to which the Caller is directed should the transfer fail to connect to a user. This IVR and the recorded message should be set up first.
Missed Call Settings
Fastcall can send a missed call email to a single user or to all users in the group. Check here for more info.
Other Fastcall IVR Options
Fastcall IVRs will listen for other options during the greeting. For example, if a Fastcall group has an extension, the caller can enter that while listening to the prompts. Or the caller can enter an employee extension.
“Thank you for calling. Please listen to the following options. If you know the extension of the person you want to reach, dial it at any time.”
The extension can be added to a group.