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.

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.

   

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.

   

3. On the Key Press Event tab, assign each menu key to its destination so callers are routed to the correct team.

   

   

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.