Configuring In-App IVR Call Routing

What is In-App IVR Call Routing?

Previously, IVR calls could only be routed to external phone numbers. Now, you can route IVR calls directly to staff members through either their mobile phone number or the CRM application—available on both web and mobile platforms.

How to Configure IVR Call Routing

To set up IVR call routing for a staff member:

1. Navigate to Settings > My Staff.
2. Click Edit next to the staff member you wish to configure.
3. Scroll to the Call & Voicemail Settings section.
4. In the Default channel for IVR dropdown, select one of the available options.

Supported Communication Channels

Staff members can choose from the following channels as their default for receiving IVR calls:

• Web app – Receive IVR calls through the CRM web application.
• Mobile app – Receive IVR calls through the CRM mobile app.
• Phone number – Receive IVR calls on a mobile or landline number.
• Desk Phone – Receive IVR calls on a physical desk phone.

Can I Select Multiple Channels?

Currently, only one default channel can be selected per staff member. The option to choose multiple channels simultaneously is not available.