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Overview

Purpose

IVR (Interactive Voice Response) creates automated phone menus that allow callers to navigate options using their phone keypad, routing themselves to the appropriate department or service without operator assistance.

IVR systems provide:

  • Self-service menu navigation
  • Automated call routing
  • 24/7 availability
  • Reduced reception workload
  • Professional caller experience

Create IVR Menu

Go to Call Features > IVR

Add New IVR

Click Add to create a new IVR menu.

Required Information:

  • IVR name
  • Extension number (optional direct dial)
  • Welcome prompt/greeting
  • Key event mappings

Configure Basic Settings

Basic Configuration:

  • Name: Descriptive name (e.g., "Main Menu")
  • Extension: Optional direct dial number
  • Language: Prompt language
  • Max Retries: Number of invalid attempts before action
  • Response Timeout: Seconds to wait for input

Audio Prompts:

  • Welcome Prompt: Initial greeting
  • Timeout Prompt: Played when no input received
  • Invalid Prompt: Played for unrecognized input
  • Goodbye Prompt: Optional closing message

Recording Tips

Use professional voice talent or text-to-speech. Keep prompts concise and clear.

Behavior Options:

  • Allow Extension Dialing: Let callers dial extension directly
  • Direct to Voicemail: Press * to leave message
  • Dial by Name: Search extensions by name
  • Return to Menu: Allow return to main menu

Configure Key Events

Map keypad digits (0-9, *, #) to destinations:

Key Press Destinations:

  • Extensions
  • Ring groups
  • Queues
  • Other IVR menus (sub-menus)
  • Voicemail
  • External numbers
  • Hangup

Example Mapping

  • Press 1 → Sales Ring Group
  • Press 2 → Support Queue
  • Press 3 → Billing Extension
  • Press 0 → Receptionist
  • Press 9 → Company Directory

Configure Timeout Handling

Define what happens if caller doesn't press anything:

After Response Timeout:

  • Replay menu prompt
  • Route to operator
  • Send to voicemail
  • Disconnect call

Timeout Duration: Typically 5-10 seconds

Retry Attempts:

  • First timeout: Replay prompt
  • Second timeout: Replay with instructions
  • Third timeout: Route to operator or voicemail

Max Retries: Usually 2-3 attempts

Ultimate Fallback:

  • Operator extension
  • Voicemail
  • After-hours destination
  • Hangup with message

Best Practice

Always provide a way out. Never leave callers stuck in a loop.

Configure Invalid Input Handling

Handle unrecognized key presses:

Invalid Input Options:

  • Play invalid prompt and retry
  • Treat as timeout
  • Route to specific destination
  • Allow limited invalid attempts

Common Invalid Inputs:

  • Keys not mapped in menu
  • Multiple rapid key presses
  • Long digit strings

User Experience

Invalid prompt should be friendly: "Sorry, that's not a valid option. Please try again."

Save and Test

Click Save and test your IVR:

Testing Checklist:

  • Call IVR number
  • Test each key option
  • Verify timeout behavior
  • Test invalid input handling
  • Check audio quality
  • Verify destinations work

Go Live

Once testing is complete, update your inbound routes to use the IVR.

IVR Best Practices

Keep It Simple

Limit options to 5-7 choices. More options confuse callers and reduce effectiveness.

Structure Guidelines:

  • Most Common First: Put frequent options early (1, 2, 3)
  • Operator Last: Traditional 0 for operator
  • Limit Depth: Maximum 2-3 menu levels
  • Provide Escape: Always offer return to main menu or operator

Example Good Structure:

"Thank you for calling ABC Company.

For Sales, press 1
For Support, press 2
For Billing, press 3
For all other inquiries, press 0 to speak with a representative"

Prompt Recording

Voice Options:

  • Professional Talent: Hire voice actor
  • Text-to-Speech: Modern TTS engines
  • Staff Recording: Internal team member
  • Hybrid: Professional intro, TTS for dynamic content

Recommendation

Invest in professional voice talent for main greetings. TTS works well for variable content like dates/times.

Writing Tips:

  • Be concise (15-30 seconds max)
  • Use natural language
  • State company name
  • Clear pronunciation
  • Friendly tone
  • Avoid jargon

Template:

"Thank you for calling [Company].
For [option], press [number].
For [option], press [number].
To repeat this menu, press star.
To speak with a representative, press zero."

Technical Requirements:

  • Format: WAV or MP3
  • Sample rate: 8kHz or 16kHz
  • Bit depth: 16-bit
  • Mono (single channel)
  • No background music during options

Audio Tips:

  • Record in quiet environment
  • Use quality microphone
  • Test on phone system
  • Normalize volume levels

Time-Based IVR

Dynamic Routing

Combine IVR with business hours for different behavior during office hours vs. after hours.

Business Hours Menu:

"Thank you for calling. Our office is open.
Press 1 for Sales
Press 2 for Support
Press 0 for Reception"

After Hours Menu:

"Thank you for calling. Our office is currently closed.
Press 1 to leave a message for Sales
Press 2 to leave a message for Support
Press 9 for emergency support"

Implementation:

  • Create two IVR menus
  • Use time conditions in inbound route
  • Route to appropriate IVR based on business hours

Advanced IVR Features

Multi-Level Menus

Complexity Warning

Each additional menu level loses 10-20% of callers. Keep structure as flat as possible.

Example Structure:

Main Menu:

  • Press 1 → Sales Sub-Menu
  • Press 2 → Support Sub-Menu
  • Press 0 → Operator

Sales Sub-Menu:

  • Press 1 → New Customers
  • Press 2 → Existing Customers
  • Press 3 → Quotes
  • Press 0 → Return to Main Menu

Implementation:

  • Create separate IVR for each menu
  • Key events point to sub-menu IVRs
  • Include return path to parent menu

Extension Dialing

Allow callers to dial extensions directly:

Configuration:

  • Enable "Allow Extension Dialing"
  • Set extension length (e.g., 4 digits)
  • Define timeout after first digit
  • Provide directory option

Caller Experience:

"If you know your party's extension, you may dial it at any time.
To access our company directory, press 9."

Dial by Name Directory

Enable Directory:

  • Assign key event (typically 9)
  • Configure matching algorithm
  • Set minimum letters (usually 3)
  • Define search fields (first/last name)

Requirements:

  • Extensions must have names configured
  • First and last name populated
  • Caller ID names set

Caller Experience:

  1. Press assigned key (e.g., 9)
  2. Hear: "Please spell the first or last name using your telephone keypad"
  3. Enter 3+ letters (e.g., 7-6-4-8 for SMITH)
  4. System announces matches
  5. Caller selects correct match
  6. Call routes to extension

Keypad Mapping:

  • 2: ABC
  • 3: DEF
  • 4: GHI
  • 5: JKL
  • 6: MNO
  • 7: PQRS
  • 8: TUV
  • 9: WXYZ

Keep Updated:

  • Maintain accurate names
  • Remove departed employees
  • Update name changes
  • Test regularly

Directory Quality

Directory effectiveness depends on accurate, current extension data.

Common IVR Scenarios

Reception Replacement

Use Case: Replace or supplement live receptionist

Configuration:

Main Number → IVR Menu
  Press 1 → Sales Ring Group
  Press 2 → Support Queue
  Press 3 → Billing Extension
  Press 4 → Hours & Directions (Recording)
  Press 0 → Live Receptionist
  Timeout → Receptionist

Benefits:

  • 24/7 availability
  • Consistent routing
  • Receptionist handles exceptions only
  • Reduced workload

Department Routing

Use Case: Large organization with multiple departments

Main Menu:

Press 1 → Sales Department Sub-Menu
Press 2 → Service Department Sub-Menu
Press 3 → Administration Sub-Menu
Press 0 → Main Reception

Sales Sub-Menu:

Press 1 → New Business
Press 2 → Existing Accounts
Press 3 → Quotes & Pricing
Press 0 → Sales Manager

Support Triage

Use Case: Technical support with multiple levels

Configuration:

Press 1 → Product A Support Queue
Press 2 → Product B Support Queue
Press 3 → Billing & Account Support
Press 4 → Check Ticket Status (integration)
Press 0 → Reception

Queue Assignment:

  • Level 1 agents in all queues
  • Level 2 specialists in product queues
  • Escalation paths configured

Troubleshooting

Callers Can't Hear Prompts

Possible Causes:

  • Prompt file not uploaded
  • Wrong audio format
  • Codec mismatch
  • Volume too low

Solutions:

  1. Verify prompt file exists
  2. Check file format (WAV 8kHz mono)
  3. Test audio file playback
  4. Increase volume/normalize
  5. Re-upload prompt

Keys Not Working

Possible Causes:

  • DTMF not configured
  • Wrong DTMF mode
  • Network issues
  • Trunk configuration

Solutions:

  1. Check DTMF mode (RFC2833 recommended)
  2. Test with different phones
  3. Verify trunk DTMF settings
  4. Enable DTMF debugging
  5. Check for codec issues

DTMF Settings

Go to Trunks > Advanced and ensure DTMF mode is set correctly (RFC2833 preferred).

Callers Get Stuck in Loop

Problem: Can't escape IVR menu

Causes:

  • No timeout destination
  • Invalid input loops infinitely
  • No operator option
  • All keys lead back to menu

Solutions:

  • Set max retries (2-3)
  • Configure timeout destination
  • Always provide operator option (0)
  • Add "return to menu" limits
  • Test all paths

Ring Groups

Route IVR selections to ring groups

Call Queues

Send IVR callers to queues

Inbound Routes

Route incoming calls to IVR

Business Hours

Time-based IVR routing

Conference Rooms

Multi-party audio conferencing for meetings and collaboration

Paging & Intercom

One-way announcements and two-way intercom for office communication

On this page

Overview
Create IVR Menu
Navigate to IVR
Add New IVR
Configure Basic Settings
Configure Key Events
Configure Timeout Handling
Configure Invalid Input Handling
Save and Test
IVR Best Practices
Menu Design
Prompt Recording
Time-Based IVR
Advanced IVR Features
Multi-Level Menus
Extension Dialing
Dial by Name Directory
Common IVR Scenarios
Reception Replacement
Department Routing
Support Triage
Troubleshooting
Callers Can't Hear Prompts
Keys Not Working
Callers Get Stuck in Loop
Related Topics