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nick-tyo9662 asked nick-tyo9662 answered

Set Queue as top level IVR in multi level IVR.

Is there a way to make a top level IVR do nothing more than automatically send to a Queue after playing the prompt? I need all my calls to automatically go to a queue during business hours and not require an IVR until after business hours. 
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nick-tyo9662 answered
Sure! This is what I would like:

Business Hours
  • Caller dials the main number
  • Is sent to an IVR
After Business Hours
  • Caller dials the main number
  • Is sent to a Queue
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saadetswift16514 answered
Hi Nick, could you provide more information about your call flow? You can create a Custom (Advance) Answering Rule under the Auto-Receptionist that says when a specific phone number is dialed, the call is immediately directed to a Call Queue extension
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nick-tyo9662 answered saadetswift16514 commented
I've actually seen this article. The concern I have is that when you go to a multi-level IVR, it changes from selecting Queues for off and on business hours to selecting an IVR. I cannot test my environment right now because we're in single level and you lose your configuration when you go to multi-level. The multi-level IVR option tells you to select an IVR, not a queue, so I wasnt sure if a Queue was an option. 
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saadetswift16514 avatar image saadetswift16514 commented ·
So, for during Business Hours, yes, you have to select an IVR Menu (you cannot select a Call Queue).

However, in my Test Account, I was able to create a Custom Answering Rule that created the following flow "During Business Hours, Calls to the Main Number go to a Call Queue Extension"

Now with After Hours, as pictured above, the Teachers extension is a Call Queue and I tested calling the Main Phone Number - the call went straight to the Call Queue. You are more than welcome to contact your Account Manager who should be able to set something up so that you can see this configuration in action :) I completely understand that you don't want to test it on your own and lose your current configuration.
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nick-tyo9662 answered

You can consider this resolved. Specifically, I needed to know that the top level IVR would allow you to select a Queue as an option.

It does.

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saadetswift16514 answered
Hi Nick,

You can definitely do all of those things :) 

This KB Article goes over how to set up your Multi-Level IVR for Business Hours.

And then you can select any extension (including a Call Queue) as the Top Menu for After Hours here: 

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