IVR Menu

What is an IVR?

Interactive Voice Response (IVR) is a phone system technology that allows users to navigate one or more pre-recorded menus using button/keystroke input. IVRs provide customers with basic information or, based on the caller's input, route callers to specific teams that can resolve their queries.

Why use an IVR?

IVRs can deal with a large volume of calls and route calls to live agents without the need for an operator. Callers tell the system which resource they require and the IVR routes them accordingly, improving the overall customer experience.

How does an IVR work?

IVRs use a pre-recorded audio message to greet incoming callers. The greeting message usually contains the organisation's name and the resources callers can access.

For example: "Thank you for calling Company A. Please press one for sales, two for support, or press nine to leave us a voicemail message."

The organisation can choose to play music or marketing messages whilst callers wait to be answered.

IVR example

Simple IVR with Call Queues

Use this example to create an IVR menu with:

• Greeting message
• Three IVR options that route to call queues (1 for sales, 2 for support, and 3 for accounts)
• One IVR option that routes to a voicemail box (9 to leave a voicemail)

Upload a greeting message

First, upload your greeting message to the IVR Recordings page. Audio files must be in the following format: .wav 8KHz mono 16bit

Create your queues

Using the nav menu, select the Queue page and then click the 'Add' tab. Follow the linked guide above to create three queues: Sales, Support, and Accounts.

Once done, your Queues page will look something like this:

Create your dial plan

From the nav menu, select Incoming Calls and find your number.

Add your greeting message

1. Click 'Add To' and select 'Add to: Main Dial Plan'
2. Select Priority Order 'Add To End'
3. Select Feature 'Background'
4. Using the Sound File drop-down menu, select your greeting audio file
5. Click Submit

Add three IVR options and Queues

1. Click 'Add To' and choose 'Add to: IVR Options'
2. Select 'Add New' for a new option
3. Enter '1' as the new option
4. Choose 'Queue' as the feature
5. Pick 'Sales' as the Queue Name
6. Decide on a ringing tone or hold music for callers
   1. If hold music is chosen, our default track plays
7. Choose if an audio file should play to the call answerer before connecting the call
   1. Select an existing file or upload a new one
8. Set the Ringing Time (maximum wait time in the queue)
   1. The option for unlimited timeout is available
9. Click 'Submit' to create IVR option 1 and add your Queue to it.

Now, add IVR option 2 and the Support queue:

1. Click 'Add To' and choose 'Add to: IVR Options'
2. Select 'Add New' for a new option
3. Enter '2' as the new option
4. Choose 'Queue' as the feature
5. Pick 'Support' as the Queue Name
6. Decide on a ringing tone or hold music for callers
   1. If hold music is chosen, our default track plays
7. Choose if an audio file should play before connecting the call
   1. Select an existing file or upload a new one
8. Set the Ringing Time (maximum wait time in the queue)
   1. Option for unlimited timeout
9. Click 'Submit' to create IVR option 2 and add your Queue to it.

Add IVR option 3 and the Accounts Queue:

1. Click 'Add To' and choose 'Add to: IVR Options'
2. Select 'Add New' for a new option
3. Enter '2' as the new option
4. Choose 'Queue' as the feature
5. Pick 'Support' as the Queue Name
6. Decide on a ringing tone or hold music for callers
   1. If hold music is chosen, our default track plays
7. Choose if an audio file should play before connecting the call
   1. Select an existing file or upload a new one
8. Set the Ringing Time (maximum wait time in the queue)
   1. Option for unlimited timeout
9. Click 'Submit' to create IVR option 3 and add your Queue to it.

Add an IVR option with Voicemail

1. Click 'Add To' and select 'Add to: IVR Options'
2. Select Option 'Add New'
3. Enter New Option '9'
4. Select Feature 'Voicemail'
5. Select your voicemail box
6. If you have recorded an Unanswered Message select 'Play Unanswered Message? Yes', otherwise select 'No'
7. If you are using an Unanswered Message select 'Suppress Default Message? Yes', otherwise select 'No' and the default greeting will play to callers

View your IVR menu

Your dial plan will look something like this: