📞 Allow Callers to Dial Extensions via IVR

This topic describes how to allow callers to dial extensions directly via an IVR.

Background Information

For new customers, IVR can help them reach the desired employee or department. But for old customers, it is inconvenient for them to listen to all the prompts and then press new transfers to reach the right employee or department. With IVR, it becomes more seamless to dial directly.

For callers who know the extension number, it is better to allow them to dial the extension number directly.

Prerequisites

Before you allow dialing extension directly via IVR, update your IVR prompt that would instruct callers to dial an extension number.

Procedure

1. Log in to PBX web portal, go to Call Features > IVR, edit the desired IVR.
2. In the Prompt drop-down list, select the updated IVR prompt.
3. In the Dial Extensions drop-down list, select which extensions are available for callers to dial.
4. Click Save and Apply.