When receiving an inbound call, Agents may want to see which IVR option a caller selected so that agent can anticipate their caller’s needs and best assist them.
This is possible by leveraging call forwarding in Smartflows, to ensure that each IVR option has a distinct Aircall number. Let’s see how.
Leverage call forwarding to connect distinct numbers
Let’s say I have an IVR with two key options, which routes calls to my Billing team on Key 1 and my general Support team on Key 2. My IVR will look like this in the Smartflow Editor.
Now, I’ll add the “Ring To” widget under Key 1. Instead of choosing an agent or team, I’ll route to another Aircall number. In this instance, I’ll route to a number called “U.S. Billing”.
I’ll do the same for Key 2 and route calls to a number called “U.S. Support”.
When a call is answered on either “U.S. Billing” or “U.S. Support,” the call will continue on in the call distribution that has been configured for each of those numbers.
Now, when an agent receives a call, they will be able to see that the customer is calling either “U.S. Billing” or “U.S. Support”, so they can better prepare for that call.
This will be especially useful for an Agent who serves on multiple teams, or who is responsible for handling multiple different topics (represented by different IVR keys).