• What is In app call for IVR?

• How to configure?

• What are the supported communication channels?

• What happens if I want to choose multiple channels?

What is In app call for IVR?

Previously, our IVR system only allowed calls to be routed to phone numbers. Now, we've added a feature that lets you route these IVR calls to either a staff member's mobile phone or their OmniReach app (both web and mobile versions).

How to configure?

• Go to Settings -> My staff
• Click on Edit and go to "Call & Voicemail Settings" section.
• Select from a set of options in the "Default channel for IVR"
• Web app - Receive IVR calls on OmniReach web app
• Mobile app
• My Phone number

Mobile app :

Web app:

What are the supported channels?

Currently a staff member can choose either of the below as the default mode of communication for IVR

• Web app - Receive IVR calls on OmniReach web app
• Mobile app - Receive IVR calls on OmniReach mobile app
• Phone number - Receive IVR calls on phone number
• Desk Phone - Receive IVR calls on your physical desk phone

What happens if I want to choose multiple channels?

Currently only a single option is given as a default channel. Staff member can only pick one channel. The ability to select multiple channels is not available right now.