An IVR (Interactive Voice Response) menu is a key feature of the auto-receptionist. It allows callers to choose how their call is routed by pressing keys on their phone. It’s an effective way to manage incoming calls and direct them to the right person or department. Each key can be assigned a specific action, such as transferring a call or leaving a voicemail.
Important The IVR menu is one of the available destination options for call routing via the auto-receptionist. To enable it, select the IVR menu option auto-receptionist configuration (Destination > Change > IVR menu). |
How to configure an IVR menu
When you select the IVR menu as a destination option, its settings become available. Click Setup to proceed.
The configuration window opens, where you can set the required parameters.
Specify IVR greeting audio.
Click Change to upload or select the audio file for the IVR greeting. The greeting should clearly explain the menu options (e.g., “Press 1 for Sales, 2 for Support, 3 for Billing”).Define Default action.
Specify the action to take if the caller doesn’t press any key. By default, the system is set to Disconnect the call.Build an IVR menu routing.
Enable required keys and map each key (e.g., 1, 2, 3, #) to a specific destination.
Click Save to activate the IVR menu.
Configuration example
Configuration example
Dealing with IVR menus
The IVR menu is a powerful tool for managing calls and improving the experience for both callers and your team. When set up correctly, it simplifies call management, helps callers get the support they need faster, and creates a more efficient workflow for your business.
By allowing callers to choose their call destination, the IVR menu reduces wait times and eliminates unnecessary transfers. At the same time, automated call distribution frees up staff to focus on more important tasks instead of manually routing calls. For example, use IVR menus for:
Routing to departments
Let callers immediately connect with the right team using specific keys.Handling urgent calls
Assign a key for emergencies or priority queries and route them to a dedicated team or manager.After-hours support
After working hours, guide callers by forwarding calls to voicemail, a 24/7 ring group, or by providing after-hours information.