Short answer: add backup numbers to your IVR's Transfer step. If the first number is busy, does not answer within the ring time, or cannot be reached, Edesy IVR rings the next number on the list, then the next, in order, until someone picks up. You can play a short line before each backup ("Connecting you to another executive") and a closing message if nobody answers. Keep each ring time around 20 seconds so callers are not left waiting.
A transfer with one number has a single point of failure: the one salesperson who is on another call, the shop phone in a bag, the mobile with no signal. Each of those is a caller who rang your business and got nothing. Backup numbers fix that without a call centre.
How the Transfer step works with backups
The Transfer step forwards the caller to a phone number. With backups it becomes a short chain:
- The caller reaches the Transfer step, for example after pressing 1 for Sales.
- The optional announce message plays once ("Connecting you to Sales").
- The first number rings for the ring time.
- If it is busy, unanswered or unreachable, the optional "Before trying a backup" message plays and the first backup rings.
- This repeats down the list.
- If every number fails, the optional "If no one answers" message plays and the call ends.
The person who picks up sees your IVR number as the caller ID, so they know it is a business call. Numbers entered with 10 digits get +91 added.
The settings
| Field | What it does | Default |
|---|---|---|
| Phone number | The first number to ring | Required |
| Backup numbers | Tried in order after the first number | None |
| Announce message | Spoken once before the first dial | Blank |
| Ring time per number | 5 to 120 seconds | 30 s, or 20 s when backups exist |
| Before trying a backup | Spoken before each backup dial | Blank |
| If no one answers | Spoken before hanging up when every number failed | Blank |
The full field list is in the Transfer node docs, and the feature overview is on backup transfer numbers.
Ring-time maths: how long will the caller wait?
Every number on the list adds its ring time to the caller's worst-case wait. This is the number to keep an eye on.
| Numbers in the chain | Ring time each | Worst-case wait before the "no one answers" message |
|---|---|---|
| 1 (no backups) | 30 s | about 30 s |
| 2 | 20 s | about 40 s |
| 3 | 20 s | about 60 s |
| 4 | 15 s | about 60 s |
| 3 | 30 s | about 90 s |
Three numbers at 20 seconds each means a caller can wait up to about a minute, plus the short backup messages, before hearing that nobody is free. Most people will hold for that if they hear "Connecting you to another executive" along the way. Ninety seconds of silent ringing is where they hang up.
A practical rule: two or three numbers at 15 to 20 seconds each. A busy number fails fast anyway, so the wait only builds up when phones ring out unanswered.
Who to put on the list
- Sales line: the salesperson on duty, then a second salesperson, then the owner's mobile.
- Clinic or front desk: the reception landline, then the receptionist's mobile, then the manager.
- Delivery or service desk: the coordinator, then a backup coordinator.
- Small business after hours: the owner's mobile, then a family member or partner who can take a message.
Order matters. Put the person most likely to answer first, and put the person who should only be disturbed as a last resort at the end.
Example flow
- Say: "Thanks for calling. For sales, press 1. For support, press 2."
- Key 1 → Transfer to the sales mobile, backups: second salesperson, owner. Ring time 20 s. Before trying a backup: "Please hold, connecting you to another executive." If no one answers: "All our team members are busy. We will call you back shortly."
- Key 2 → Transfer to the support number with its own backups.
To make sure you can call back the people who reached nobody, put an Email or HTTP Request step before the Transfer. Transfer is the last step of a flow, so anything you want recorded has to happen first. The email can carry the caller's number and the menu choice. See press 1 to connect a caller for the same pattern on outbound campaigns.
What it costs
Transfers are billed like any IVR call: Rs 1 per minute from a prepaid wallet, minutes rounded up, no per-call fee, and unanswered calls are free. Spoken messages such as "Connecting you to another executive" are text-to-speech, at Rs 0.50 per 1,000 characters for Standard voices or Rs 2.00 for Premium voices, a few paise for a short line. Prices exclude 18% GST. See IVR pricing, the IVR cost calculator, or our breakdown of Standard vs Premium voice costs.
Backups vs other ways to avoid missed transfers
| Approach | Good for | Limit |
|---|---|---|
| Backup numbers on Transfer | Small teams, a few people who can take calls | Callers wait while each number rings |
| Voicemail branch | After hours or when nobody is free | The caller does not talk to a person |
| Email or HTTP Request before Transfer | Callback lists and CRM records | The callback happens later |
| More menu options | Sending callers to the right team first | Longer menus annoy callers |
Most businesses combine the first three: ring a short chain, then offer voicemail, and log every caller for a callback. Our voicemail to email guide covers the voicemail part.
FAQ
When does the IVR move to a backup number?
When the number it is ringing is busy, does not answer within the ring time, or cannot be reached. Backups are tried one after another in the order you list them.
How long does each number ring?
You set the ring time per number, from 5 to 120 seconds. It defaults to 30 seconds, or 20 seconds when the step has backup numbers, so callers are not left waiting too long.
What does the caller hear while we try the next number?
Whatever you write in the optional "Before trying a backup" message, for example "Connecting you to another executive." If you leave it blank, the caller just hears ringing.
What happens if nobody answers?
The IVR plays your optional "If no one answers" message, such as asking the caller to try again later, and ends the call. Put an Email or HTTP Request step before the Transfer if you want to keep the caller's details for a callback.
Do the backup numbers ring at the same time?
No. They ring one after another in the order you set. The first person to pick up gets the call.
What does a transfer cost?
IVR calls are Rs 1 per minute from a prepaid wallet, with minutes rounded up and no per-call fee. Unanswered calls are free. Prices exclude 18% GST, and new accounts get Rs 20 free credit with no card needed.
Add backups to your IVR
Open your flow, click the Transfer step, and press + Add backup number. Then place a test call with the first phone switched off to hear the chain work. New accounts get Rs 20 free credit with no card needed. Start free on Edesy IVR, or see all IVR features.