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Voice Menu (IVR)

An Interactive Voice Response (IVR) system acts as your virtual receptionist, automatically greeting callers and guiding them to the right department or person. Think of common scenarios like:

  • "Press 1 for Sales, 2 for Support"
  • "For English, press 1. Para español, presione 2"

Voice Menu module

How It Works​

When someone calls, the IVR:

  1. Plays your custom greeting
  2. Presents menu options
  3. Routes the call based on the caller's keypad input

This automation helps:

  • Direct calls efficiently
  • Reduce wait times
  • Provide 24/7 service
  • Handle multiple calls simultaneously

Setting It Up​

Voice Menu creation interface

Basic Configuration​

  1. Name: Give your IVR a descriptive name (e.g., "Main Menu" or "After Hours")

  2. Audio Message: Upload or select a pre-recorded greeting that explains the menu options

    • Supported formats: .mp3, .wav, .flac, .ogg
    • Can record directly or use existing audio files
    • Pro tip: Keep messages clear and concise

  3. Timeout Settings:

    • Set how long to wait for caller input (1 second to 2 minutes)
    • Define how many times to replay the menu (1 to 11 times)

Voice Menu timeout settings

Creating Connections​

Voice Menu connection types

When connecting your IVR to other modules, you'll need to specify the connection type:

  1. Extension: Routes calls based on the number pressed
    • Example: "Press 100 for Sales" connects to the Sales Ring Group
    • Each extension must be unique

Voice Menu extension configuration

  1. Invalid Selection: Handles incorrect inputs

    • Plays an error message
    • Can redirect to a live operator
    • Option to return to main menu

  2. Timeout: Manages when no input is received

    • Can forward to a default department
    • Option to play a timeout message
    • Ability to retry or transfer

Basic Example​

Basic Voice Menu setup example

This simple setup shows:

  • Incoming calls from a phone number
  • Two department options (Sales and Support)
  • Error handling for invalid inputs
  • Timeout handling for no response

Advanced Example​

Advanced Voice Menu setup example

This advanced configuration demonstrates:

Best Practices
  • Keep menu options simple (4-5 choices maximum)
  • List the most common options first
  • Provide a way to reach a live person
  • Consider offering a repeat option (e.g., "Press * to hear these options again")
  • Test all paths to ensure proper routing
note

Remember to update your IVR message whenever you change the menu structure or extension numbers. This ensures callers always receive accurate instructions.