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Allowing customers to pass information (order number) by pressing keypad

Tags: getting started

Apr 7, 2021 at 8:20am • 3 replies • 0 likes

Gary Cheung

Hello,

I am looking for information about key press from our customers. For example, when they call, they need to press their order so we can reply their order's status: shipped, delay, etc.

I don't know if I could code it, or it is already in the admin page which I can just set it up. I look around and find no such information.

If you know about it, please let me know.

I am looking forward to hearing from you

Thanks

3 Answers

rob.benn-frenette answered on Dec 26, 2023 at 12:02am

Thats not something that RC can do right now. (Although its something that RC currently does internally... When you call customer service, you enter your account phone number, and their IVR can detect what the account name is from that).

Gary Cheung answered on Apr 7, 2021 at 11:15am

Hi Anirban,

No, it is not IVR I think. IVR sets at max 250, and they are predefined numbers. In my case, I don't know their number, I ask them to input information and then search in our store database and reply corresponding answer

For example, if a customer order in our store, they have their own order number for tracking their order. Using that number, they press in keypad and our store will reply correctly its' status.

Anirban answered on Apr 7, 2021 at 10:41am

Are you talking about ivr settings?

https://support.ringcentral.com/article/6593.html

https://www.ringcentral.com/contact-center/interactive-voice-response.html#ring-cc

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