C
Chris Sunderland
Hello GHL Support,
We are experiencing what appears to be a limitation or bug with the IVR "Connect Call" action.
Current Setup:
* Using an IVR workflow with a Connect Call action.
* Routing calls to multiple users (Staff1, Staff2, Staff3).
* Each user has Web App, Mobile App, and Deskphone enabled under Call & Voicemail Settings.
* Default Channel for Ring All = Mobile App.
* Default Channel for IVR = Mobile App.
Issue:
When calls are transferred through the IVR, the users' web applications ring consistently, but their mobile apps do not receive incoming call notifications. This behavior started recently, and the same setup was functioning properly last week.
What we would like:
The ability for IVR Connect Call actions to truly "Ring All" enabled devices/channels simultaneously (Web App, Mobile App, Deskphone, and/or Phone Number), rather than appearing to route to only a single selected channel.
Questions:
  1. Is this current behavior expected?
  2. Is there a known issue with mobile app call notifications when calls originate from an IVR Connect Call action?
  3. Is there a way to configure IVR transfers to ring both the Web App and Mobile App simultaneously?
  4. If not currently supported, can this be submitted as a feature request?
This is impacting our ability to reliably receive inbound sales calls through the mobile app while away from our desks.
Thank you for your assistance.