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In-App Call for IVR in Stack

Overview​

What is In-App Call for IVR?​

The In-App Call for IVR feature in Stack enhances your Interactive Voice Response (IVR) system by allowing calls to be routed not only to phone numbers but also directly to a staff member's mobile phone or their Stack app, available on both web and mobile platforms.

Configuration​

How to Configure In-App Call for IVR​

  1. Navigate to Settings and select My Staff.
  2. Click on Edit next to the staff member you wish to configure.
  3. Go to the Call & Voicemail Settings section.
  4. Choose your preferred option from the Default Channel for IVR:
    • Web App: Receive IVR calls on the Stack web app.
    • Mobile App: Receive IVR calls on the Stack mobile app.
    • Phone Number: Receive IVR calls on a phone number.

Supported Communication Channels​

What Are the Supported Channels?​

Staff members can select one of the following as their default communication channel for IVR calls:

  • Web App: Receive calls directly on the Stack web app.
  • Mobile App: Receive calls on the Stack mobile app.
  • Phone Number: Direct calls to a specified phone number.

Channel Selection​

What Happens If I Want to Choose Multiple Channels?​

Currently, you can only select one channel as the default for receiving IVR calls. The option to choose multiple channels simultaneously is not available at this time.