IVR Menu Management

Interactive Voice Response Menus is the screen that lists and manages the voice menus routing incoming calls to the relevant department, extension or call queue according to the scenario you define. From this screen you can view existing IVR menus, create new menus, and edit, delete and export them.

What Is IVR?

IVR (Interactive Voice Response) is a voice response system that routes callers to the right destination through voice prompts and keypad options. For example; the caller hears a greeting such as Press 1 for Sales, press 2 for Technical Support and, depending on the key the caller presses, the call is routed to the relevant department, extension or call queue. With IVR, calls reach the right people faster, waiting times drop and call management becomes more efficient.

To reach the IVR menus screen, follow PBX Settings > Advanced Setup > Interactive Voice Response Menus from the left menu.
This screen lists all IVR menus defined in the system. The IVR list shows basic information for each menu, such as Menu Name, Voice Record, Timeout, Extension Dialing.
You can customize the columns shown in the IVR list to suit your needs. To do so, click the Column manager section and toggle the columns you want to display on or off.

Adding an IVR Menu

Add IVR Menu is the screen where you can create a new IVR menu that routes callers, through keypad options, to the department, extension, call queue or other destination you choose.

To create a new IVR menu, follow PBX Settings > Advanced Setup > Interactive Voice Response Menus from the left menu.
On the IVR menus screen, click the Add button to open the new IVR menu creation page.

Menu Information

In the Menu Information section you can define the basic information for the IVR menu.

The following settings can be made in this section:

Menu Name
Keypad Input Waiting Time

Greeting Message

In the Greeting Message section you can choose the voice greeting announcement played to the caller. The selected announcement plays automatically when the call reaches the IVR menu.

Keypad Options

In the Keypad Options section you can build the routing scenarios applied according to the key the caller presses.

The following settings can be configured in this section:

Key
Forwarding Type (Announcement, Queue, Extension, etc.)
Forwarding Target
Language

With these settings you can create a different routing scenario for each key.

Note: For an IVR menu to be usable, a forwarding target must be defined for at least one key. A maximum of 245 keys can be added to an IVR menu.

Note: Allow Direct Extension Dialing option, when enabled, lets callers reach the relevant user by dialing an extension number directly while the greeting announcement is still playing.

Once you have completed all the required settings, click the Save button to finish.

Editing an IVR Menu

Edit IVR Menu is the screen where you can update existing IVR menus defined in the system. From this screen you can edit the menu information, change forwarding targets and update audio files.

To edit an existing IVR menu, follow PBX Settings > Advanced Setup > Interactive Voice Response Menus from the left menu.
Find the menu you want to edit in the IVR menu list. Click the three-dot icon at the far right of the row and select Edit from the menu that opens.

On the edit screen that opens, you can view the IVR menu's current configuration and update it as needed. You can do the following on this screen:

Update the menu information.
View the current IVR flow.
Change the keypad options and forwarding targets.
Update the greeting announcement and other audio files.

Once you have made the required changes, click the Save button to save them.

Deleting an IVR 

To remove an IVR menu from the system, click the three-dot icon at the far right of the row and select Delete from the menu that opens to delete the IVR. 

Exporting the IVR List

You can export your IVR list by clicking the Download icon at the top of the screen in Excel, CSV, PDF, XML or JSON format.