IVR Builder

An IVR answers the call, plays a greeting and routes on the key the caller presses. Build them in Dashboard → IVR.

Creating a menu

1. Create the menu and record or upload a greeting
2. Add an option per digit — each maps to an extension, hunt group, another menu, or voicemail
3. Set the timeout behaviour for callers who press nothing
4. Use the test function to walk the menu before publishing it

Design guidance

• •Keep the top menu to four options or fewer — people forget longer lists
• •Put the most-wanted option first; most callers want one specific thing
• •Say the option before the digit: "for sales, press 1" is easier to follow than "press 1 for sales"
• •Always handle silence — many callers are on a handset that will not send tones, or are simply not listening
• •Avoid deep nesting; two levels is usually the practical limit

Checking it works

Each menu keeps statistics on which options callers actually pick. If an option is never chosen, it is either unwanted or your greeting is not making it clear.