Dial-By-Extension
Hi,There is a Dial-By-Name feature already in the RC platform, just not a Dial-By-Extension, an extra selectable option in the IVR settings would be ideal rather than just 'First Name' & 'Surname' as I struggle to demonstrate the use case in which iIcan deploy Dial-By-Name solution effectively. NOTE: Currently RCs platform allows DTMF tones during ‘Audio while connecting’ and during the voicemail prompt. This allows extension dialing from this point. if you correctly configure your inbound audio settings on a user's ext and you remove voicemail and point missed calls back to your IVR for that ext. you can build a rather convincing Dial-By-Extension feature in your existing account.
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Caleb
commented
This would be very beneficial for us, and I'd assume for others as well. Many of our customers expect to be able to find their way to certain extensions without a direct number, sometimes without knowing the person's name. Either another option alongside the Dial-by-Name directory, or else being able to "type in the extension at any time", therefore waiting for X seconds before interpreting keystrokes as menu choices. ("1 for customer service", etc.)
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Suneet
commented
We should clearly have an option to allow Dial by Name and Dial Extension during any announcements on the platform. For multi-channel call centers, callers could opportunistically hit extension numbers and calls could go to - who knows whom !