Creating a central phone system with call forwarding to an external call center on Ringover allows you to manage your communications efficiently. This solution is ideal for reducing costs, improving customer service, and ensuring that all calls are handled, even during peak times or outside business hours.
Step 1: Create an IVR
- 💻 Go to Dashboard> IVR and click on "Create an IVR"
- Give your IVR a name and select "Configure" to access scenario modification 🖊️:
💡 You'll then need to create a greeting for your voice menu, in which you indicate to your callers which keys to press to continue.
Step 2: Buy credits
Thanks to an advanced IVR, you have the option of forwarding your Ringover calls to an external call center. To do so, you must purchase credits.💰 The standard cost for redirection is €0.03 per minute, though this rate may vary based on the country or destination number, and charges will be deducted from your credits.
If you already have credits, go to the next step. If you don't yet have any and wish to purchase credits, go to https://dashboard.ringover.com/billing.💳
Step 3: Set up forwarding to an external call center
If you wish to have your calls redirected to an external call center 🎧, choose "External call center" from the blue drop-down menu, and click "Add". Finally, enter the number to which you wish to forward calls, then click on "Add this number":
Important guidelines for external call center routing:
- Always set the external call center redirection as the final step in your call routing path
- For external number redirections, the recipient may need to press '1' to accept the call
- Always use the specific 'redirection to external call center' option for call center redirections
- Disable 'pre_answer' for smart routing to avoid connection issues
⚠️ Troubleshooting: If calls aren't connecting to your external call center, check for incorrect routing configuration, ensure the external call center is set as the final step, verify redirection settings, and check for technical issues with pre-answer or routing settings. Note that there are some technical limitations when redirecting calls to existing steps without complete reconfiguration. For complex routing needs, contact Ringover support.
Save your IVR, and you're all set! 👌
📰 See our article: