# How can I set up a Multi-Level-IVR?

**Scenario**: a national retailer with two local branches (for simplicity) wants to connect its callers to local branches:

* if the caller presses 1, he should hear the Main Greeting of the London branch and be able to select 1 to hear its opening times, or 2 to speak to customer service in that store
* if the caller presses 2, he should hear the Main Greeting of the Birmingham branch and be able to select 1 to hear its opening times, or 2 to speak to customer service in that store.

#### This can be set up as follows

{% stepper %}
{% step %}
Create a first-level. Assign this IVR a telephone number and a meaningful name (e.g. First Level Customer Hotline). The Main Greeting should say something like: For our London branch, press 1. For our Birmingham branch, press 2.
{% endstep %}

{% step %}
Create a second IVR for the London Branch with an appropriate name and Main Greeting (For Opening Hours, press 1. To speak to a customer service representative, press 2.). Link key press 1 to a recorded Greeting listing the London Branch opening hours. Link key press 2 to an appropriate destination (for example a group with a Call Queue)
{% endstep %}

{% step %}
Create a third IVR for the Birmingham Branch as per the London Branch
{% endstep %}

{% step %}
Link the first-level IVR (our First Level Customer Hotline) to our London and Birmingham IVRs by selecting each IVR as a destination for Key Press 1 and 2.
{% endstep %}
{% endstepper %}


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