Calls: Enable IVR integration and Call Queuing
planned
Ahmed Nassar
Business problem:
- As a user, I want IVR and call queuing capabilities for calls so that I can efficiently manage and direct incoming customer inquiries, reducing wait times and improving customer satisfaction.
Desired outcome:
- Interactive Voice Response (IVR) for automated call routing.
- Call queuing system with customizable hold messages.
- Reporting on call queue metrics.
Use Cases:
- Directing customers to the appropriate department automatically.
- Managing high call volumes effectively.
The current workaround:
- N/A
A
Alyaa See
Merged in a post:
Request for IVR Integration For Telnyx Numbers
Hamed Alokozay
Business Problem
We currently lack an efficient system to manage and route incoming customer calls. Without automated call handling, inquiries are not consistently directed to the appropriate departments, leading to longer wait times and reduced customer satisfaction.
Request
We are requesting the implementation of an Interactive Voice Response (IVR) system along with a call queuing solution. This should include automated call routing, customizable hold messages, and reporting capabilities for monitoring queue performance and call metrics.
Desired Outcome
Enable automated call routing through IVR to guide customers to the correct department.
Implement a call queuing system to manage high volumes of incoming calls.
Provide customizable hold messages to enhance the caller experience.
Deliver reporting and analytics on call queue metrics (e.g., wait times, call volumes, abandonment rates).
Improve overall efficiency in handling customer inquiries and increase customer satisfaction.
Use Cases
Automatically directing customers to the appropriate department based on their selection.
Efficiently handling peak call volumes without overwhelming staff.
Monitoring and optimizing call handling performance through data insights.
Current Workaround
There is currently no workaround in place.
A
Alyaa See
Merged in a post:
IVR Call Routing with Language & Department Selection
Humberto Fuenmayor
Description:
We’d like to use respond.io for inbound calls with an IVR menu that lets callers:
- Choose their preferred language
- Choose the appropriate department
Example Flow:
- Caller hears: “For Spanish, press 1. For English, press 2.”
- If caller presses 1 → Spanish queue (or Spanish-speaking agents)
- If caller presses 2 → English queue (or English-speaking agents)
Then, within each language:
- “For Sales, press 1.”
- “For Support, press 2.”
- (Optional) “For Billing, press 3.”
Key Requirements:
- IVR menu with DTMF input (1, 2, 3, etc.)
- Ability to route calls based on:
- Language selection (e.g. Spanish vs English)
- Department selection (e.g. Sales, Support, Billing)
- Routing logic to specific teams/queues or tagged agents in respond.io
- Ability to manage and edit IVR menus from the respond.io interface
Why this is important:
- Ensures callers reach the right language and department quickly
- Reduces manual transfers and wait times
- Improves experience for multilingual customers
Humberto Fuenmayor
Extremely needed to filter consumers correctly
J
Jose Marcos A
Very needed!!
N
Nabilah Binti Salleh
Merged in a post:
Call Flow for WABA Call
V
Vincent Ng Vincent.ng@is-global.com
Call flow is needed so that calls do not go to “blank” conditions, go to the wrong agent, or are missed.
N
Nabilah Binti Salleh
Merged in a post:
WhatsApp Calls IVR
AC
It'd be nice to have an IVR system for WhatsApp calls, similar to what phone services like Telnyx, Ringcentral, and others provide.
Since WhatsApp calls already show a dial pad, it should be possible to let callers press numbers to choose options (for example: “Press 1 for Sales, Press 2 for Support”). This would make it easier to route calls, offer self-service menus, or collect input during a WhatsApp call.
T
Tatiana Guichard
This is very necessary now that the calling functionality has been integrated!
S
Shi Hui
marked this post as
planned