Genesys Cloud (formerly PureCloud)

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IVR flow

  • 1.  IVR flow

    Posted 12-28-2020 14:52

    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 12-28-2020 15:28

    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

    Posted 12-28-2020 15:53

    Thank you!! I'll try that!!



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    Dan Fragola
    Indy Health
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  • 4.  RE: IVR flow

    Posted 12-28-2020 16:47

    Thank you Dan Fountain!! That worked perfectly!!



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    Dan Fragola
    Indy Health
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