After the initial Salesforce migration, some users noticed changes in how calls received on IVR numbers were logged in Salesforce. This article explains what changed and how IVR related call logging now works with the Salesforce integration.
For more information about IVR numbers creation and configuration, please see our articles Configuring IVR numbers in Aircall and Assigning your phone number to your integration.
Behavior after the initial migration
Following the initial Salesforce migration:
Calls that were initially received on IVR numbers stopped logging in Salesforce
These calls would only log if the IVR number was assigned to the integration
Updated behavior
This functionality has now been updated:
Calls that are initially received on IVR numbers will now log in Salesforce
This happens regardless of whether the IVR number itself is assigned to the integration
The condition is that the redirection number for the IVR option selected by the caller is assigned to the integration
Best practice for assigning IVR numbers
While it is not required to assign IVR numbers to the integration, it is recommended in some cases.
For example:
Your Sales team is reached by calling a general IVR number
Callers then select option 2 to reach the Sales team
In this example, it is recommended to have both the IVR number and the phone number that option 2 directs to assigned to the integration to ensure all calls are logged.
IMPORTANT:
If the IVR is not assigned to the integration, calls that connect to the option 2 number will still log. However, any calls disconnected on the IVR number will not log, including calls that go to an after hours message when the number is closed or outside of business hours.
Removing IVR numbers from the integration
Any users who previously assigned IVR numbers to their integration, and no longer want those IVR numbers included, may now remove the assignment of those IVR numbers.
Removing IVR number assignment will have no impact on call logging for the redirection/option lines.