Allow Callers to Dial Extensions via IVR

This topic describes how to allow callers to dial extensions directly via an IVR.

Background information

For new customers, IVR can help them reach the desired employee or department. But for old customers, it is inconvenient for them to listen to audio prompts and make selections to reach the right employee or department, even they know the extension number.

For the callers who know the extension number, it is better to allow them to dial an extension number directly.

Prerequisites

Before you set up dial extension directly via an IVR, update your IVR prompt that would instruct callers to dial an extension number.

Procedure

  1. Log in to PBX management portal, go to Call Features > IVR, edit the desired IVR.
  2. In the Prompt drop-down list, select the updated IVR prompt.
  3. In the Dial Extensions drop-down list, select which extension as available or available for callers to dial.
    • All Extensions: The callers can dial all the extensions.
    • Allow Extensions: The callers can dial the selected extensions.
    • Restricted Extensions: The callers can dial any extensions except the restricted extensions.
  4. Click Save and Apply.