Switchvox - How Do I Setup A Call Queue That Sends Call To An External Number

Below are the steps to create an IVR extension that can be used to send calls from a call queue to an external phone number.  These steps will include; creating the IVR, creating the extension that links to the IVR, and the steps to add it to the call queue for use.

Login as admin and follow the instructions below:

Create IVR

1. First, go to Tools > IVR Editor > Create IVR Menu > IVR Menu Name​ > enter a name > Save IVR Menu

2. View the IVR menu and click Create Action > click on Action Type drop-down box and scroll to Send to External Number > click Next

3. In Phone Number​: Enter the external number being sure to conform to an outgoing call rule that exists (if it is necessary to dial a 9 from a phone, then include the 9 at the beginning of the phone number).

4. Under Outgoing call rules for this number, click on the magnifying glass and select the correct Outgoing Call Rule that conforms to the number you entered

5. Click Allow

6. Save Settings

Create an extension number for the IVR:

1. Go to Setup > Manage > Create Extension 

2. Click on drop-down box for Extension Type and select IVR (Interactive Voice Response)

3. Create Extension

4. Enter any available extension number you wish

5. Route to IVR Menu: select the IVR Menu that you just created.

6. IVR Menu Entry Point: you can leave this at IVR Menu Beginning

7. Save IVR Extension

Enter the IVR extension number in the In Queue Call Routing tab for the call queue:

1. Go to Setup > Manage > click on the yellow pencil to modify the Call Queue.

2. Click on In Queue Call Routing tab and enter the IVR extension number in the appropriate field.

3. Save Call Queue