One Number, One Big Problem

If you have one public toll free number you advertise broadly, you may have a problem. It’s something we’ve seen several times in the past. Giving the client one number to call solves their problem of deciding which number to call you at. The problem of taking that call and getting it to the right place now becomes yours. If you only ever have one type of call, then you can probably figure it out pretty quickly. Otherwise, you’re going to need help from your Interactive Voice Response (IVR) builder. Continue reading One Number, One Big Problem

Trust, But Verify: Simple Steps to Finding Your IVR Issues

The call came first thing in the morning.  Agents were logged in, callers could dial in, but callers were not getting connected to agents.  A foundational tenet of skills-based call routing is that calls get routed to agents, so the team leapt into action.  As support techs logged in and began gathering PCAPs (Packet Captures) and poring over logs to discover the cause, we also began test calls into their IVR (Interactive Voice Response). Continue reading Trust, But Verify: Simple Steps to Finding Your IVR Issues