Selecting IVR as your Destination allows you to transfer a caller to a second-level IVR. When transferring a user to a second-level IVR you can do so one of two ways:

  • Transfer the caller to a second-level IVR, release the caller once the transfer is complete, and enter Wrap-up mode.
  • Transfer the caller to a second-level IVR for private data collection, disconnect audio yet remain associated with the caller during data collection, and reconnect audio once data collection is complete. Contact Center status remains Busy – On Call throughout the duration of the transfer.

For more information, please refer to the following articles: