IVR use case feasibility check
Lakshmi P R
Published:
09/18/25 6:22 AM
15 views
2
15
As an Agent, I need the ability to receive direct calls from both external Customers and internal Agents using a personal Direct Inward Dialing (DID) number—without routing through a general Inbound Hotline Service.
- This personal DID should be exclusively assigned to me, allowing selected and authorized callers to reach me directly.
- If I am unavailable due to absence, I must be able to configure call forwarding either to:
- A specific phone number of my choice, or
- A designated pickup group.
Additionally, when I initiate a call to a Customer, my personal DID should be displayed as the caller ID, ensuring the Customer can identify and return the call to the same number.
Question
Updated
17 hours
Comments
- AJ
Abhishek Jain
13 days
ago
18/09/2025
This is not supported currently within Sprinklr, Please raise INSPR request for this
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Can you please share Provider Details and how these Personal DIDs would be acquired for Agents and Is this customer a BYOC customer, we can map this number with at User level and using get Record Node we can transfer the call to specific agent using Preferred agent routing