About this Enhancement:
This enhancement allows users to redirect Interactive Voice Response (IVR) calls to the Connectly web app and mobile app, which was not an option before.
What Problem is it Solving?
Previously, users could only receive IVR calls via a phone number. With this new feature update, workflow owners can now direct inbound IVR calls to either phone numbers or the Connectly app, which is available on both web and mobile platforms. This functionality was unavailable before.
With this Enhancement, We are Solving for:
1. Increased flexibility for staff: This feature allows staff members to receive inbound IVR calls on both the app and their phone numbers.
2. Enhanced User Experience: The enhancement helps in avoiding IVR calls from being redirected to the carrier’s voicemail service, ensuring that no conversations are missed.
How to Use?
– Navigate to Settings -> My Staff
– Click ‘Edit’ and go to the ‘Call & Voicemail Settings’ section.
– From ‘Default Channel for IVR’, select one of the options:
– Web app – Route IVR calls to the Connectly web app.
– Mobile app – Route IVR calls to the Connectly mobile app.
– Phone number – Continue to route IVR calls to a phone number.