IVR and call menu setup

IVR and Call Menu Setup

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. Visitor calls your business link.
2. Your uploaded WAV 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 WAV is uploaded, calls go directly to your ring group.

Setting Up Your Call Menu

1. Go to Dashboard → Call Menus.
2. Click Create New Call Menu.
3. Enter a menu name (e.g. "Main Menu").
4. Upload your greeting WAV file — drag and drop or click to browse. Auto-converted to the correct format.
5. Add menu options — assign each key (1–9) to a Ring Group or Queue.
6. Set the input timeout and max invalid attempts.
7. Click Create Call Menu.

Greeting Audio

• Upload a WAV file as your greeting — this is what callers hear.
• Drag and drop a new WAV at any time to replace the current greeting.
• If no WAV is uploaded, the IVR is bypassed and calls go directly to your ring group.
• Record using any phone, Audacity, or any voice recording app.
• 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

• Ring Group / Extension — rings all agents simultaneously. Enter your ring group extension (e.g. 0001).
• Queue — caller waits with hold music. Enter your queue extension (e.g. 0003).
• Hangup — ends the call cleanly.

Tips

• Always include an option to reach a real person.
• Test by calling your business link from a browser before going live.
• The greeting plays within 1–2 seconds of the call connecting.
• Each account includes one call menu — contact support to add more.