IVR Status & Voicemail Fix
Jeremy Huggins
If I route calls to different users at different times in the IVR, and the call is missed/cancelled, it will play the staff's personal voicemail instead of the voicemail in the settings. This needs to be fixed.
Additionally, we need the ability to have accurate call tracking on the IVR connect-to-call. By including the whisper message and the "enable call connect feature" ("To ensure more accurate call reporting, this feature mandates the receiver to press a key to establish the connection for the call.") the calls could have accurate tracking for auto-text backs, answered vs missed etc.
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Market Suite.io
I was trying to find a different topic (connecting an IP Phone to LC Phone system) and stumbled upon this, so I figured since I had already 'cracked the code' on this issue, I will offer a workaround which actually works:
#TASK
Forward incoming call to my mobile phone; If I don't answer let the LC phone voicemail grab the missed call before my AT&T personal mobile phone voicemail kicks in.
#STEPS
// If you are starting a Workflow from scratch, include this step, otherwise go to Step 2
- Create workflow "Start IVR Trigger" for assigned DID (direct-in-dial) LC Phone number, unless you already have one and just create a branch for this from a chosen caller input;
// If you have an existing workflow for the DID number you are trying to forward, create a branch from here -- Step 2
- Add "Connect Call (IVR)" action, Connect Call > '+ Add Custom Number', in my case I'm un US, and then punch in the 10-digit mobile number;
- Open pulldown for "Advanced Settings", disable 'Detect Voicemail', set timeout to 16 seconds [in my case with default AT&T voicemail timings, yours may be less or more with Verizon, T-Mobile, etc. You might need to adjust, but 16 seconds works for my phone -- *** this is the critical variable that says how many seconds the transferred call has from the time LC Phone forwards the call to the mobile phone for you to answer it before your mobile voicemail takes over the call. The idea is that you have the system take back the call just before mobile voicemail kicks-in and moves to the next action in the workflow]. You can see from the options, I left out 'Record Call' but I could have just as easily turned it on and it will drop the recording the 'Conversations' for the sub-account;
- From this point you can choose to do anything with the call: rerout to another person/number/assigned user/voicemail box, set a WAIT timer and clone the 'Connect Call' function in STEP 2 to try and call your mobile again a second time with the same timeout parameters (Clone the previous block or loop the action. In my case, I made the next action 'Record Voicemail' (as in: Record on the LC Phone Voicemail, not my mobile phone voicemail)
- Once they have recorded the voicemail, add the 'End IVR' action to hang up on the caller.
Hope this helps. Enjoy!
--JT @MarketSuite.io
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Gabe Bustos
This is so important for the IVR to actually work properly. Please!
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Nick Polega
This is Extremely Necessary!
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Ben Perez
Yes please!
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Angel Gabas
Agree, and I'm looking forward on this. -- #2312028
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Ben Perez
Angel GabasI would love to see this feature
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George Bronson
I think this problem is beyond IVR. I've noticed it with call forwarding as well. Perhaps it is expected though if assigned user and if they have no VM recorded for the person in GHL??? Then maybe it reverts to forwarded cell VM? It would be good to have it clarified and communicated, and fixed if needed.
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Clifford Paulick
My related ticket# 2042972