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Categories RingCentral Contact Center
Created by Will Snyder
Created on Mar 10, 2022

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RingCentral and InContact do not share data - IVR with Extension failure

We set-up our IVR with the ability to have callers auto route to an EXT in RING App. If the caller miss-types the EXT the connection fails and hangs up on the caller

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  • Kurt Hoskovec
    Reply
    |     Mar 18, 2022

    Hi Will. That makes sense. Thanks for clarifying.

    I believe you can use the Transfer Action in Studio (instead of the Blindxfer Action) to accomplish what you are asking for. Your CSM or TAM can help to arrange a PS estimate and to discuss the impacts to port usage. If you have people who have had Studio training, you may be able to glean enough information from the help files to do the Studio configurations.

    https://help.nice-incontact.com/content/studio/actions/transfer/transfer.htm?tocpath=Studio%7CStudio%7CActions%7C_____214

  • Will Snyder
    Reply
    |     Mar 14, 2022

    The CALLER should be routed back to the IVR so they can be handled by a person. A straight hang up is a poor user experience.

  • Kurt Hoskovec
    Reply
    |     Mar 11, 2022

    Hi Will. What is the behavior that you would like to see if the caller types in the incorrect extension?