Genesys Cloud (formerly PureCloud)

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IVR flow

  • 1.  IVR flow

    Top 25 Contributor
    Posted 20 days ago

    I need to change my current IVR so that my "Press 1" goes to an outside phone number. How do I do that?


    #Routing(ACD/IVR)

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    Dan Fragola
    Indy Health
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  • 2.  RE: IVR flow

    Posted 20 days ago

    Hi,

    Open your flow for Edit.

    Because "1" is doing something now, click on that menu item and then click on the "1" in the DTMF section and select Clear.

    Expand Transfer Tools in Toolbox. Drag the Transfer to Number tool into your menu.

    Set that newly added item to use "1" in the DTMF section of that item.

    And then configure for the External Transfer.

    That should get you close to where you need to be.



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    Dan Fontaine
    Altivon - a ConvergeOne Company
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  • 3.  RE: IVR flow

    Top 25 Contributor
    Posted 20 days ago

    Thank you!! I'll try that!!



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    Dan Fragola
    Indy Health
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  • 4.  RE: IVR flow

    Top 25 Contributor
    Posted 20 days ago

    Thank you Dan Fountain!! That worked perfectly!!



    ------------------------------
    Dan Fragola
    Indy Health
    ------------------------------