Previously, our IVR system only allowed calls to be routed to phone numbers. Now, we've added a feature that lets you route these IVR calls to either a staff member's mobile phone or their app (both web and mobile versions).
How to Configure?
Go to Settings > My Staff.
Click on Edit and go to the Call & Voicemail Settings section.
Select from a set of options in the Default Channel for IVR:
Web App - Receive IVR calls on the web app.
Mobile App
My Phone Number
Mobile app :
Web app :
What Are the Supported Channels?
Currently, a staff member can choose either of the below as the default mode of communication for IVR:
Web App - Receive IVR calls on the web app.
Mobile App - Receive IVR calls on the mobile app.
Phone Number - Receive IVR calls on the phone number.
What Happens if I Want to Choose Multiple Channels?
Currently, only a single option is given as the default channel. Staff members can only pick one channel. The ability to select multiple channels is not available right now.
