IVR and call menu setup

IVR and Call Menu Setup

IVR/call menu setup is self-service from the Wholesale Portal's Internal IVR page. Create a menu, add your options, and it gets its own internal extension automatically — no request needed.

An IVR (Interactive Voice Response) menu greets callers with a recorded message and lets them press a key to reach the right department, agent, or queue.

How It Works

1. Staff or a transferred outside caller dials your menu's extension.
2. Your greeting plays immediately (e.g. "Welcome to Acme Ltd. Press 1 for Sales. Press 2 for Support.").
3. Caller presses a key and is routed to the correct destination.
4. If no greeting is set, a default tone plays before the menu options are offered.

Setting Up Your Call Menu

From the Wholesale Portal's Internal IVR page: give it a name, set your input timeout, add your menu options (see below), and upload or generate a greeting. It's assigned its own extension automatically — dial that extension from any of your registered phones to test it, or point a number's inbound routing at it from Inbound Numbers so outside callers reach it too.

Greeting Audio

Two ways to provide your greeting, right on the Internal IVR page:

• Upload a WAV file — drag and drop it onto the page, or click to browse. Record using any phone, Audacity, or any voice recording app.
• Generate from text — type your greeting and 6X speaks it for you. Available in English (US), English (UK), and Français. (Other languages, including Nigerian Pidgin, aren't available for text-to-speech yet — use the WAV upload option for those.)
• If neither is set, a default tone plays before the menu.
• Keep greetings under 20 seconds for best experience.
• Example: "Welcome to Acme Ltd. Press 1 for Sales. Press 2 for the Support Queue. Press 0 to speak with an operator."

Menu Options

• Extension — rings a specific staff extension (see Extensions & Staff Lines). Enter the extension number (e.g. 0004).
• Call Queue — caller waits with hold music until an agent in the linked Ring Group answers. Enter your queue's extension (e.g. 0700+ range for menus, 7000+ for queues — the page shows you the real number once created).
• Another Menu — routes into a different Internal IVR menu, for nested sub-menus.
• Voicemail — sends the caller to a specific extension's voicemail.
• Hangup — ends the call cleanly.

6X AI Call Assistant Beta

An AI that can answer your calls when you can't, grounded only in your real business details — it never invents prices, hours, or facts you haven't given it. It's a turn-based conversation (a short pause between you finishing a sentence and it replying), not a fluid human-style call.

How it decides what to say: on each turn, the AI reads back what the caller just said, thinks about it using only your business profile (name, category, hours, description) plus the knowledge you've written in below, and speaks a short 1–2 sentence reply. It repeats this for up to 6 exchanges. If the caller needs something outside what it knows, or the conversation calls for a real person, it hands the call off live to your normal ring group instead of guessing — it can also end the call itself once things are wrapped up.

This feature is self-service from the Wholesale Portal's AI Assistant page — no request or approval step. Turn it on, fill in what it should know, and route a number to it.

• Fill in "What should the AI know about your business?" — hours, pricing, delivery area, policies, anything callers commonly ask. This is the AI's entire knowledge — nothing else.
• Pick a voice for the AI to speak in (English US/UK or Français).
• Route a number to it from Inbound Numbers — set that number's routing type to AI Assistant. It only answers calls to numbers you've routed this way, not every call to your account.
• Billed per minute at 6X's flat AI Assistant rate for any call it answers — a different, usually simpler rate than your normal per-destination call charges, and it replaces that normal charge rather than adding to it.
• Schedule — choose whether the AI answers every call, or only outside your set business hours (with your own timezone and per-day open/close times). When it's outside the AI's active hours, calls fall through to your normal routing instead.
• Call transcripts — every AI-handled call is logged turn by turn under Call transcripts on the same page. The audio itself isn't kept; the text log is the permanent record.
• Outbound calling — have the AI call a number on your behalf and carry the conversation. As a safeguard against cold-calling, it can only call numbers you already have call history with.

A "try it" preview isn't available on the wholesale self-service page yet — contact support@6xcom.com if you'd like to test the AI before routing a real number to it.

Tips

• Always include an option to reach a real person.
• Test by dialing your menu's extension from a registered phone before pointing a real number at it.
• The greeting plays within 1–2 seconds of the call connecting.
• Create as many menus as you need — each gets its own extension automatically, no request needed.