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

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:
  1. IVR settings
  2. Timing of each user and timings of the department (It is recommended that do not keep the timing less than 20 seconds)

IVR Setting:

1. Click on “Manage” at the top.



2. In the settings section click on “Design Callflow”.



3. Click on “Create new call flow” or "Edit" Live call flow.



4. Enter the Welcome greeting (Predefined welcome greetings are there including the option for Add new Audio and you can play that audio to test).



5. Specify that you want a menu or not.



6. Enter the menu message (Predefined welcome greetings are there including the option for Add new Audio and you can play that audio to test).



7. Add IVR options (max 10), add different departments or extensions in IVR (You can also add departments from here), and enter the text for every IVR option.



8. You can add voicemail for each department.



9. You can opt for an IVR for non-working hours and non-working days as well.




Timing of each user and timings of department:

1. Click on “Manage” at the top.



2. In the settings section click on “Departments”.



3. Click on Add New to add new departments and add users under Departments or Click Edit departments to add Users.



4. Enter the name of the department if create a new department or just Assign a manager from the dropdown for the department and Add users from the dropdown for this department. (You can find all added managers & users in the dropdown). You can also remove the manager or user from the list by clicking the small ‘x’ beside the manager or user.





5. To view/update the call routing method click on "show" next to Department setting for call flow.
  1. Sticky agent: Call connects to the same agent/user with who the customer connected on their previous call.
  2. Ringing time: length of time till which the user would be ringed before dialing other users or going to voicemail.
You can also change the Serial order by drag and drop, in which the users would be called in serial-wise routing method.