How to manage Voice Menus (IVRs)

Voice menus, also known as IVR or auto-attendants, help to direct callers to the most appropriate person or department by giving them a number of options.

For example, a caller may hear, “Thank you for calling [company name]. Please press 1 for support, 2 for accounts,” or any other options that are relevant to your business.

Adding a Voice Menu

To add a voice menu:

  1. Select IVR Menus
  2. Click 'Add IVR' button and complete the required information. You will need to choose a 3-digit internal number along with a name to identify this menu.
  3. Click 'Next', then 'Confirm' to approve your order. You are now ready to start configuring your menu options.

Configuring your IVR menu

To start configuring your menu:

  1. Click on the IVR you have just added in the Voice Menu list. This will open up the Settings pane where you will find the following options:
  • Name – in order to identify this menu on the system.
  • Entry sound – this will be played to callers when they enter the IVR menu. You may choose from your existing sound files, if you'd like to upload a new sound, you can find out how here.
  • Timeout – the time to wait for a key press, following the end of the welcome message, before performing the specified timeout action (see the screen below).
  • Menu options
    • 0 - 9 – choose the required action to perform when a specified key is selected.
    • Invalid – what to do if an unrecognised option is selected.
    • Timeout – the action to perform if no key is pressed within a specific period.

2. Click 'Save' when done to apply your changes.