Switchvox - Why Does Extension Dialing Not Work on an IVR that Transfers a Call to Another Location?

Switchvox IVR is a topdown application which means the IVR technology works top to bottom. For example, the following is your IVR:

1. Play Sound (Your Soundfile Here)

2. Go To IVR Menu / Action (Alternate IVR or Extension)

3. Listen for options

So what this does is first play the sound, then it is transferred out to the new location, in this case an alternate IVR. After that is when it listens for options. The listen for Options function is what allows extension dialing or pressing a key to be transferred to sales, tech support, etc. so what happens is that the call is already transferred out of this IVR before the Listen for Options function has a chance to work which is why extension dialing is not allowed even when it is enabled for this IVR. That is why extension dialing does work on other IVRs that make the dialer press keys to be transferred to other locations, because it is not being transferred out before the Listen for Options has a chance to work.

Here is an example of what we would need to have it

1. Play Sound (Your Soundfile Here)

2. Listen for options

• Modify options

Option Timeout Settings

So what this does is first play the sound, then system is going to listen to options, what we can do is select Modify Options and scroll down to the sections of Option Timeout Settings, In this section we should be able to provide an amount of seconds for our previous action’’2. Go To IVR Menu / Action (Alternate IVR or Extension)’’ to apply.
We go to the selection field ‘’Then go to the IVR Menu’’ where we can select in a drop down the previous rule 2. Go To IVR Menu / Action (Alternate IVR or Extension).