# IVR Configuration Example

This example walks through building an interactive voice response (IVR) menu that greets callers and sends them to the right destination based on the key they press.

## Scenario

A business wants one IVR to answer incoming calls and hand each caller off to the team they need: pre-sales, support, after-sales, or a specific account manager. Callers reach the menu by dialing extension `6200`, listen to the greeting, and press a key to choose where their call goes.

![Call flow in which extension 6200 branches to pre-sales, support, after-sales, and a personal manager](/images/pbx/ivr-single-example.png)

:::note
This example assumes the ring groups, call queues, audio prompts, and inbound routes referenced by the menu already exist. Set those up first, then build the IVR around them.
:::

## Step 1: Design the menu

Before you configure anything, map out which service each key press should reach. In this scenario, everyone who dials `6200` hears the same greeting and then selects a department, so decide up front which key routes to which ring group, queue, or extension.

## Step 2: Upload the voice prompts

Load the recordings the IVR will play, such as the greeting and any spoken menu options.

1. Go to **PBX Settings > Voice Prompt > Custom Prompts** and click **Upload**.
2. Select the audio files you want to add.

   ![Custom Prompts page with audio files being uploaded](/images/pbx/ivr-upload-prompt.png)
3. Click **Save**, then **Apply**.

:::caution
The IVR can only use prompts that have already been uploaded and applied. Finish this step, including **Apply**, before you build the IVR in Step 3, or the greeting will not appear in the prompt list.
:::

## Step 3: Create the IVR

1. Go to **Call Features > IVR** and click **Add**.
2. On the **Basic** tab, enter the general settings for the IVR, including its number (`6200`) and the greeting prompt you uploaded.

   ![Basic tab of the IVR editor with the number and greeting configured](/images/pbx/ivr-single-example-ivr-1.png)
3. On the **Key Press Event** tab, assign each menu key to its destination so callers are routed to the correct team.

   ![Key Press Event tab mapping each menu key to a destination](/images/pbx/ivr-single-example-menu.png)

   ![Key Press Event tab with handling for the remaining menu options](/images/pbx/ivr-single-example-bye.png)
4. Click **Save**, then **Apply**.

:::tip
Test the menu by dialing `6200` and pressing each key to confirm the call lands on the expected ring group, queue, or extension.
:::