How to Configure IVR Menu

An IVR (Interactive Voice Response) menu helps direct callers to the right department without manual intervention.

Step-by-Step: Create a New IVR

1. Go to Settings → Voice → IVRs and click “+ Add IVR” 

💡Useful Tip 1: To speed up setup, you can duplicate an existing IVR by clicking the Copy button in the Actions column.

💡Useful Tip 2: To edit an IVR, simply click the IVR row to open the side panel with all IVR settings.

Global Settings

2. Set up the IVR Name, Description (optional), and upload the Welcome Audio.

3. Enable or disable the option to dial extensions directly. If enabled, it will allow the callers to dial an extension straight away without listening to the options of the IVR system.

To ensure a smooth caller experience, define what happens when input is missing or incorrect.

1. Timeout Options

• Timeout Time: set how long the system waits for a key press

• Timeout Recording: the audio message to be played if the caller presses nothing

• Timeout Destination: the destination if no key was pressed within the set Timeout Time

2. Invalid Selection Options

• Invalid Attempts: how many incorrect key presses are allowed

• Invalid Recording: the audio message to be played if the caller presses an incorrect key X times

• Invalid Destination: where the call is sent afterward

Menu Options

To define what happens when a caller presses a button, open the Menu Options tab inside the IVR settings.

1. Click “+ Add Option”

2. Choose the digit the caller should press from the drop-down menu (for example: 1, 2, or 0)

3. Choose the Destination

Done 🎯