What happens if a customer assigned to an agent calls on the IVR?

• Related Articles

• Can a customer who is calling on the IVR transfer a call?

  No, a customer who is calling on the IVR cannot transfer a call. Only an agent attending calls in your organization can transfer calls.

• What is a “Sticky Agent”?

  MyOperator offers a unique feature, “Sticky Agent” that connects the caller to the same agent, provided he/she calls within a specified threshold time. The benefit of adding a sticky agent is that whenever your customers calls more than once, they ...

• What should I do if IVR calls on my IVR are not getting forwarded/transferred to users?

  If the IVR calls on your IVR are not getting forwarded/transferred to the users, you need to check the following: IVR settings Timing of each user and timings of the department (It is recommended that do not keep the timing less than 20 seconds) IVR ...

• How can I transfer Live calls/IVR calls through MyOperator Web Panel?

  Live calls can be transferred through the Live call widget which appears on the left bottom of the MyOperator panel for every live call. The 'transfer" enables us to transfer calls to any user added to the panel.

• What happens if an agent is busy on a direct call on the mobile and an IVR call is forwarded to him/ her?

  When an agent is busy on a direct call on the mobile and an IVR call is forwarded to him/ her then, the IVR call is kept on waiting. Once the agent disconnects his/ her initial call then, the IVR call gets connected to that agent. Note: The system ...