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Transfer a caller in the auto attendant without having them press a number

Tags: auto attendant

Nov 15, 2023 at 8:24am • 1 replies • 0 likes

Todd Stehle

Can a call be transferred to an agent in the auto attendant without having to hit a digit? We would like to give the caller the option to dial an extension if they know it or stay on the line for the next available agent. If no action is taken by the caller lets say after 3 seconds, the call automatically transfers to the agent. It appears that we need to have the caller press a digit to go to an agent but I just want to make sure.

1 Answer

Welcome answered on Nov 15, 2023 at 9:36am

you have the option to do that, but the caller has to listen to the IVR prompt an entire 3 times...
Pretty sure there is already a suggestion made to RC to have this be configurable - for example if caller enters no action connect to an ext. after listening to the prompt 1 time.

See picture related

There is 1 workaround to this, but I am not a fan of it. and it will work only if you renumber the extensions to match the key presses. For example

Key press 1 should be going to ext. 1
Key press 2 should be going to ext. 2

and so on.
If this sort of renumbering is fine by you, then I can go in deeper into this workaround.

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