Genesys Cloud (formerly PureCloud)

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Assistance

  • 1.  Assistance

    Top 25 Contributor
    Posted 12 days ago
    When someone calls my center they have options within my IVR, I sure like the rest of you. Mine is currently set up to repeat the menu options 3-4 times then disconnects. Is it possible.... If someone calls and doesn't press any buttons, can that caller get routed to the IVR, instead of disconnecting after it repeats?

    Thanks in advance!~
    #Routing(ACD/IVR)

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    Dan Fragola
    Indy Health
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  • 2.  RE: Assistance

    GENESYS
    Posted 12 days ago

    You can change the number of times to repeat the main menu in the Menu Options settings.  I'm not sure what you mean by "get routed to the IVR"--the caller is already in the IVR.  But you can change the Default Menu Choice, which is what happens if the caller doesn't choose anything after exhausting the repeats, to something other than disconnect.

    https://help.mypurecloud.com/articles/setting-up-main-menu/



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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Assistance

    Top 25 Contributor
    Posted 10 days ago
    "But you can change the Default Menu Choice, which is what happens if the caller doesn't choose anything after exhausting the repeats, to something other than disconnect."

    YES!! This what I need to do. if the caller chooses nothing, I need it to go into the queue. How do I do that? I can't seem to figure it out.


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    Dan Fragola
    Indy Health
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