Building Interactive Voice Response (IVR) Menus
An IVR Menu (auto-attendant) greets incoming callers and routes them to the correct agent, department, or message based on their dial pad selections.
1. Creating a Menu
Go to Settings → Telephony → IVR Menus and click + Create Menu:
- Name: Give your menu a label (e.g.,
Main Office Menu). - Greeting Audio: Select or record a greeting message (e.g.
Thank you for calling Acme. Press 1 for Sales, 2 for Support.).
2. Configuring Key Actions
You can assign actions to digits 0–9 and #:
| Key Press | Action | Destination |
|---|---|---|
| 1 | Route to Queue | Sales Queue |
| 2 | Route to Queue | Support Queue |
| 3 | Ring Extension | 1004 (Sarah Jenkins) |
| 4 | Play Audio | Directions & Business Hours |
3. Fallbacks and Timeout Settings
Configure what happens if a caller doesn't press a key:
- Timeout: The number of seconds the system waits for a selection after the greeting plays (default is 5s).
- Retry Count: How many times the greeting repeats if no key is pressed.
- Timeout Action: Fallback action when retries are exhausted (e.g. transfer call to your primary Queue, or hang up).
- Invalid Key Action: Greeting message to play if a caller presses a key that isn't mapped (e.g.
Invalid selection. Please try again.).