How can I set up my IVR Menu?

How to set up a multi-level voice menu (IVR)

Multiple voice menus (IVRs) can be linked together.
For example: If customers press 1 at the beginning, they will hear the announcement for the main branch in London and then they can press 1 again to get the opening hours.

Alternatively, they can press 2 to speak with customer support. If 2 is pressed in the first menu, the call will be connected to the Brighton branch. In Brighton, pressing 1 will provide the branch's opening hours, or pressing 2 will connect the caller to Brighton's customer support.

Configuring this scenario

Create the main voice menu
Assign a phone number and a meaningful name to the voice menu (e.g., "IVR Central"). The main announcement could be: "To connect with our London branch, please press 1. If you would like to speak to our team in Brighton, press 2."

Set up the voice menu for the London branch (e.g., "IVR London").
A suitable announcement for this could be: "Press 1 to hear our opening hours. Press 2 to connect with our support team."

  • For button 1, create the announcement for the opening hours.
  • For button 2, link it to customer support (for example, an already set-up London customer support group).

Create another voice menu for the Brighton branch following the same pattern (e.g., "IVR Brighton").

  • In the main voice menu ("IVR Central"), link button 1 to the London branch IVR and button 2 to the Brighton branch IVR.

Adding and managing greetings

Until a greeting is added to an IVR, the IVR will remain inactive, and callers will hear a busy tone.

To add a greeting to an IVR’s menu

  • Open Account Administration → IVR
  • Click on the desired IVR
  • Choose either Click2Record or Upload MP3
    • If using Click2Record, the VoIP phone selected for Click2Dial will ring to record the greeting.
    • If uploading an MP3 file, ensure it is under 2MB in size.

To change an IVR menu’s greeting

  • Open Account Administration → IVR
  • Click on the desired IVR
  • In the Main Greeting section, click Change
  • Select Click2Record or Upload MP3

Although only one greeting can be active at a time, you can upload or record multiple greetings, which can later be renamed or deleted as needed.

 

 

 

 

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