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Switchvox - Why Doesn’t My IVR Allow Callers to Dial Extensions?

Switchvox - Why Doesn’t My IVR Allow Callers to Dial Extensions?

Go to Tools > IVR Editor > View and click on dropdown box to select the IVR. Click on Modify Options:

Is Extension Dialing enabled in the IVR under Modify Options? Does enabling it resolve the issue?

What Group is it set to use? Does the extension exist in the group? The group All Extensions includes all known extensions on the server. To create a custom group, go to Setup > Groups > Create Extension Group > Add Group Name and type in the extensions for the group.

Are there Actions such as Dial Extension, or Send to Voicemail, or Send to External Number in the IVR Actions? You cannot have these Actions and Extension Dialing enabled in the same IVR. You must create an IVR with Options only (you can include a sound file too).

 

If you have the IVR setup with Options and Enable Extension Dialing set to a group under Modify Options, but it is still not working, then follow these steps:

  1. First, go to Tools > IVR Editor and Create an IVR Menu, you can name it anything you wish. The Description is optional

  2. Under Actions > Create Action:

  • Action Type: Play Sound (for example, to instruct caller to dial the extension now). Click Next. 

  • Select the Sound to Play. You can make this Sound Interruptible. 

  • Save Settings.

  1. Click on Modify Options:

  2. Enable Extension Dialing: click on dropdown box to select the Group containing valid extensions caller can dial.

  3. Select a group that includes the extensions you want to allow caller to be able to dial. 

  • You can setup a custom group for this purpose if you wish to limit the extensions to a specific list.

  1. Save Extension Dialing Setting.

  2. Add this option to your Main IVR, or whatever IVR you are going to use for Options:

  • Go to Tools > IVR Editor, under View click on dropdown box to select the IVR that will have Options.

  • Click View again.

  1. Next, Click on Modify Options > Create Menu Options:

  • Option Number: Select an unused number, or the * key. This what the caller presses to select this option.

  • New IVR Menu: Select the IVR menu that you created previously for Extension Dialing.

  • IVR Menu Entry Point: Select IVR Menu Beginning (default).

  • Save Option.

 

NOTE: Don’t forget to record a new sound file that includes instructions for the new option you have created.

Now, when a caller selects the option to dial an extension they will be sent to the IVR that allows extension dialing and can dial an extension.

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