I've spent extensive amounts of time setting up the IVR's. (You can actually set up more than 9 extensions, the if function just has to be layered.) But it's incredibly inflexible, and hard to use.

My clients have reported issues in doing transfers from user to user. It can ONLY ring at either the app or web, not both. Sometimes the transfer doesn't go through.

it's hard to set up the rules, so sometimes a user will simply get a hung up line.

The analytics aren't good enough to see when calls get dropped, where users stop in the phone tree etc.

So, while I LOVE the contact focused approach, and the 'fake' IVR on top...

To truly replace the phone system for my clients, we're going to need a much 'true-er' more native IVR, where you can create multiple extensions, users, some type of easier search functionality (enter in the first 3 letters of the person you are trying to reach).

On the reporting side, it will have to mirror a more regular company like 8x8, aircall etc.

I also would like to see a more native integration of this. I just worked through setting up within the IVR a Press 201 For John, Press 202 For Steve, etc... because our recorded IVR greeting tells the caller - "if you know you're parties extension, please dial it now.". It would be great to assign extensions to users when they are created within GHL so we could just pick a person from a datapoint or even better, offer a dial by name directory.

i think you could probably set this up through the IVR. I haven't done it yet but was just thinking about trying it out.

Basically, instead of setting it up for "press 1 to reach Tom, press 2 to reach Bob, etc", have 1 option when they call that says, "if you know your party's extension, enter it now."

Make sure the "STOP GATHERING AFTER (DIGITS)" in the advanced settings of the "Gather Input on Call (IVR)" action is set to the length of your extensions and then set up what ever extensions you want for each person in the Condition tree.

I do like the idea of making it native so we don't have to go through all of this to have extensions though.

The ability to transfer calls back and forth between extensions seems like the last big thing GHL needs to satisfy the phone system needs of 80% of small businesses. This is bigger than GHL and most GHL users realize. It is the last thing that needs to be done to allow a large chunk of small business clients to completely replace their phone bill with their VoIP provider / phone company. At least an additional $100 in savings every month.

Yes! Have a single phone# then phone tree functionality, which Shaun said is coming this year.