Hi @@ganesh9212! Do you have the "Call Recording" enabled inside your phone number configuration settings? If your calls are not being recorded it could be b/c you dont have "Call Recording" turned on inside the Phone Number Settings. Additionally, If you are unable to view your recordings inside conversations, or reports, try checking inside the workflow. Go to your IVR workflow -> Then go to "Enrollment History" -> select the contact and view their "Execution Logs". If you have the recording set-up you should be able to test and view the recordings their for sure. Let me know if that is able to solve the issue. If not additional troubleshooting might be needed. Thank you for commenting! - Emily
Great video and very informative. I do have some questions :-) I saw how you can listen to a voicemail but as part of the workflow can you forward the voicemail to a user? I don't fully understand why you created the IVR Custom values. I understand where you updated the values but what was the purpose of that? Lastly :-) the call connect condition, does that work for external numbers as well or only for numbers used within HL? Again great video!
Hi there, Thank you for commenting! Currently, the only custom field for the voicemail is the duration of it, they don't give us a recording link that we can share, so we are not able to send the voicemail to the user - I'm hoping they will update this! I like using custom fields to track how far the caller went in the IVR system, but you don't have to add those to your IVR system if you don't want to, its more of a personal preference kind of thing. The call connect feature is based off of a user's phone number. Unlike the internal notifications action, the call connect does not give you the option to select a "particular number" instead of a user's phone number. If your wanting to connect the call to a specific phone number, you will need to make sure you add that phone number as a user inside your account. I appreciate your feedback! Thank you! I hope I was able to answer your questions, Let me know if you have any more! - Emily
@@lekkerwinetours Hey! You can use the IVR system to replace the missed call text back settings, so in the event that someone calls the IVR and the call connect does not work, and the user misses their call, you can set up a text message action inside your IVR workflow to send to the contact. Also, new IVR Update this morning, you can now add external numbers to your IVR system (I remember you mentioned wanting to do that). Here's the link to the update: ideas.gohighlevel.com/changelog/custom-phone-number-support-in-connect-call-action
Hello! Very nice tutorial. I have a question: Where do you send the SMS from? You said you using a Toll free number, Can you send SMS from a toll free number or you have a mobile phone number too? I didn't see that step on the video., Can you explain it, please. Thanks
Hi! Thank you for commenting! The sms action in your workflow will send a text to the contact from the number you have as your main phone number inside the phone number settings of your account. Go To "Settings" Then select "Phone Numbers" to view the phone number(s) you have in your account. This could be either a Toll Free Number or an A2P phone number. Depending on the type of phone number you purchased. I hope this helps, let me know if you have any other questions. Thank you, Emily
Hey Mark, I appreciate your feedback! Yes, all HL account users should have access to the IVR settings within their account. Let me know if you have any other questions. - Emily
I found a glitch when I was trying to set up the voice mail. Basically when the call is redirected to the team member, the personal voice mail on the phone number it's redirected too comes up and because of that it doesn't allow the voice mail on the IVR to be triggered because the logic doesn't label it as missed,busy, or canceled... is there a way to fix this...?
Ah, so basically, because the users voicemail goes through, the call status is being recognised as answered; even though it was not answered by a real person. In order to get around this, you could add an if else action where the call status is "Answered" and then set an additional filter after for the call duration. In exp. Add a branch to your if/ else action; Call status is answered and call duration is less than 30 sec. The idea is that if someone does go through to the voicemail and not a real person, the call duration shouldn't be more than 30 seconds. This is a temporary solution until High Level is able to correct the glitch. Thank you for commenting, I Hope this helps! - Emily
@@ZeroPestCo Hi! GHL has updated their conect call action. Go into your IVR Workflow, then select the "Call Connect" action, then select the drop down "Advanced Settings" Here they now have an option for "Detect Voicemail." If you have this enabled, you can then adjust your if/else sequence and add in a branch option for: Call status is "Voicemail" I hope this helps! Thank you for commenting! - Emily
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Best tutorial on IVR so far! Thanks bro!
Wow, thanks! We will have more to come as well.
I put for the ivr to record the call but the recordings are neither in the report log or the conversation. Where do I find the recordings?
Can you pl test how to set to record calls ? Is there a limit?
Hi @@ganesh9212! Do you have the "Call Recording" enabled inside your phone number configuration settings?
If your calls are not being recorded it could be b/c you dont have "Call Recording" turned on inside the Phone Number Settings.
Additionally, If you are unable to view your recordings inside conversations, or reports, try checking inside the workflow.
Go to your IVR workflow -> Then go to "Enrollment History" -> select the contact and view their "Execution Logs".
If you have the recording set-up you should be able to test and view the recordings their for sure.
Let me know if that is able to solve the issue. If not additional troubleshooting might be needed.
Thank you for commenting!
- Emily
Great video and very informative. I do have some questions :-) I saw how you can listen to a voicemail but as part of the workflow can you forward the voicemail to a user? I don't fully understand why you created the IVR Custom values. I understand where you updated the values but what was the purpose of that? Lastly :-) the call connect condition, does that work for external numbers as well or only for numbers used within HL? Again great video!
Hi there, Thank you for commenting!
Currently, the only custom field for the voicemail is the duration of it, they don't give us a recording link that we can share, so we are not able to send the voicemail to the user - I'm hoping they will update this!
I like using custom fields to track how far the caller went in the IVR system, but you don't have to add those to your IVR system if you don't want to, its more of a personal preference kind of thing.
The call connect feature is based off of a user's phone number. Unlike the internal notifications action, the call connect does not give you the option to select a "particular number" instead of a user's phone number. If your wanting to connect the call to a specific phone number, you will need to make sure you add that phone number as a user inside your account.
I appreciate your feedback! Thank you!
I hope I was able to answer your questions, Let me know if you have any more!
- Emily
@@GoHighLevel360 - Follow up question :-) can you implement MCTB within an IVR workflow?
@@lekkerwinetours Hey! You can use the IVR system to replace the missed call text back settings, so in the event that someone calls the IVR and the call connect does not work, and the user misses their call, you can set up a text message action inside your IVR workflow to send to the contact. Also, new IVR Update this morning, you can now add external numbers to your IVR system (I remember you mentioned wanting to do that). Here's the link to the update: ideas.gohighlevel.com/changelog/custom-phone-number-support-in-connect-call-action
Hello! Very nice tutorial. I have a question: Where do you send the SMS from? You said you using a Toll free number, Can you send SMS from a toll free number or you have a mobile phone number too? I didn't see that step on the video., Can you explain it, please. Thanks
Hi! Thank you for commenting!
The sms action in your workflow will send a text to the contact from the number you have as your main phone number inside the phone number settings of your account.
Go To "Settings" Then select "Phone Numbers" to view the phone number(s) you have in your account.
This could be either a Toll Free Number or an A2P phone number. Depending on the type of phone number you purchased.
I hope this helps, let me know if you have any other questions.
Thank you,
Emily
Excellent video with tons of great info. Can these ivr settings be shared with other ghl users?
Hey Mark, I appreciate your feedback! Yes, all HL account users should have access to the IVR settings within their account.
Let me know if you have any other questions.
- Emily
I found a glitch when I was trying to set up the voice mail. Basically when the call is redirected to the team member, the personal voice mail on the phone number it's redirected too comes up and because of that it doesn't allow the voice mail on the IVR to be triggered because the logic doesn't label it as missed,busy, or canceled... is there a way to fix this...?
Ah, so basically, because the users voicemail goes through, the call status is being recognised as answered; even though it was not answered by a real person. In order to get around this, you could add an if else action where the call status is "Answered" and then set an additional filter after for the call duration. In exp. Add a branch to your if/ else action; Call status is answered and call duration is less than 30 sec. The idea is that if someone does go through to the voicemail and not a real person, the call duration shouldn't be more than 30 seconds. This is a temporary solution until High Level is able to correct the glitch.
Thank you for commenting, I Hope this helps!
- Emily
@@GoHighLevel360 Thanks emily, I appreciate it so much! You are the best!
@@GoHighLevel360 Do you know if GHL has addressed this issue yet?
@@ZeroPestCo Hi!
GHL has updated their conect call action.
Go into your IVR Workflow, then select the "Call Connect" action, then select the drop down "Advanced Settings"
Here they now have an option for "Detect Voicemail."
If you have this enabled, you can then adjust your if/else sequence and add in a branch option for: Call status is "Voicemail"
I hope this helps!
Thank you for commenting!
- Emily