Creating Voice Menus (IVRs)


Last Updated: 07/14/2017 Back to Topic All Articles

You can present your callers with a greeting that can offer them keypress options to be routed to different actions by using our Voice Menus (IVR Menu).

Click here to follow our built-in guide for voice menu setup.

To get started, go to Numbers > Voice Menus (IVR). This page will display all of the Voice Menus already set up in your account. To create a new Voice Menu, click the “New Voice Menu” button to create a new Voice Menu.

New voice menu

The Menu Setup section of this page is where you will configure the Voice Menu name, description, schedule, after hours actions, ability to transfer, call tags and the message played to the caller.

  • Name your Voice Menu
  • You can click on Preset to choose the Voicemail preset template. Choosing this Preset will automatically create the Voice Menu with the recommended settings for collecting voicemails. You will be able to edit these settings to fit your needs or script.

Choose the Voicemail preset template

  • Provide a Description for your own quick reference. This is optional, but we recommend providing Descriptions whenever possible, especially if you will be using multiple Voice Menus in you account.
  • Select a Schedule to control when this Voice Menu is accessible.
    • You can leave this as “Always On” and the Voice Menu will be available at all times.
    • You can select one of your created schedules in the drop-down menu, and this will open a new field for Default After Hours actions.
  • Use the Default After Hours drop-down menu to choose Hang Up, Voice Menu, Dial Number or Use Queue. If you choose anything except Hang Up, this will open another new field to select which Voice Menu, Receiving Number or Queue to route those calls during After Hours based on your selected schedule.
  • Enable or Disable the ability for agents to transfer calls to the Voice Menu by toggling the On/Off switch next to Allow agents to transfer callers to this menu.
  • The Play Message field is where you will enter the greeting you want your callers to hear by using one of the options below.
    • You can type your message into the text field underneath Play Message, and our Speech Engine will read it out. You can choose which Text-to-Speech Voice to use, and which Language to use, by using the drop-down menus underneath the text field.
    • Another option is to record your own audio, by clicking on the microphone icon next to the text field.
    • You also have the ability to upload your own recordings by clicking the cloud icon to Upload an Audio File. Once you click on this button, you will receive a pop-up menu where you can upload a new audio file, access past recordings and access our available system recordings.
    • You can learn more about the audio input controls here.

Audio input controls

Audio input controls

  • If you would like to automatically add a Call Tag to calls routing to or through this Voice Menu, type or select the Call Tag in the field for Tag this call.
  • Now is a good time to click Save Changes to save your work so far.

The Input Handling section of this page is where you will configure the caller keypress options.

  • Maximum User Input is where you will define how many digits the caller can input.
    • (e.g. use a value of 1 for “press 1 for sales, press 2 for support”)
  • Define how long the system should wait for the caller to press a number under Seconds to wait for caller input.
  • Define How many times we should reprompt the caller before giving up. We will play the first voice prompt once, and then wait for the caller to press a button. If the caller does not press a button before the Seconds to wait for caller input you have defined, we will play the message again in case they need to hear the choices again.
  • Use the drop-down menu to define what action to take When the caller does not make a valid entry, meaning the caller presses a number that’s not an option, or they do not press a number.
    • Hang Up will end the call.
    • Route to Menu Item will select one of your keypress options for the caller.
    • Selecting this option will open a new field to define Route to the menu item matching keypress. After you configure your Menu Items (below), you will choose one of those options here.
    • Dial Number will send the call to a Receiving Number.
    • Selecting this option will open a new field to Select a receiving number. Use the drop-down menu to choose which Receiving Number we should route the call to.

The Menu Items section of the page is where you will configure what action to take for each keypress option.

  • Click the Add Menu Item button to add a keypress option.
    • The system will auto-populate the keypress number the caller will need to select, but you can set this number to fit your needs.
    • Use the drop-down menu to choose which action to take when that number is pressed.

Add menu item

Add menu item

  • Dial Number will route the call to a Receiving Number. Selecting this option will open new fields to define any message you may want to play, the Receiving Number to dial and any Whisper Message you may want to play.
    • Use the Play Message field as outlined previously in this article. This message will be played to the caller before we dial the Receiving Number.
    • (e.g. “Please hold while we connect your call.”)
    • Use the Dial Number drop-down menu to select which Receiving Number to dial.
    • Use the Whisper Message to Agent field the same as the Play Message fields. This message will be played to the agent receiving the call, before connecting the caller.
    • (e.g. “This caller should receive the current promotion pricing.”)
  • Existing Config will use the routing configuration of the called Tracking Number, such as schedule rules or any other routing rules defined on the Tracking Number.​
  • Use Voice Menu will send the caller to another Voice Menu in your account. Selecting this option will open new fields to define the Voice Menu to use and any Whisper Message you may want to play.
    • Use the Voice Menu drop-down menu to select which Voice Menu to send this caller to next.
    • Use the Whisper Message to Agent field the same as the Play Message fields. This message will be played to the agent receiving the call, after the subsequent Voice Menu(s), and before connecting the caller.
    • (e.g. “This caller should receive the current promotion pricing”)
  • Send Text Message will send the caller a text message. Selecting this option will open new fields to define any message you may want to play, check if the caller is on a mobile phone, prompt the caller for a mobile number, the text message to send and if you would like to route the caller to another keypress option.
    • Use the Play Message field as outlined previously in this article. This message will be played to the caller before any further actions.
    • (e.g. “Standard text message rates may apply.”)
    • Toggle the option to Check if Caller is on Mobile Phone to have our system look up the caller’s carrier to determine if their phone number is able to receive text messages.
    • Use the Prompt for Mobile Phone Number field the same as the Play Message fields. This prompt will play if the caller did not call from a text-enabled phone number.
    • Fill in the Send Text Message to Caller field with the actual text message you want sent to the caller. There is a 160 character limit to this field.
    • Fill in the keypress number in the Continue with menu item matching keypress field if you want this keypress option to send the caller a text followed up with another keypress action.

Matching keypress

  • Collect Input will prompt the caller to enter information that you can view in the Call Log and/or send the data to a remote server. Selecting this option will open new fields to define any message you want to play to the caller, the remote server to receive the data (optional), recording the key presses, delay sending data to the remote server and if you would like to route the caller to another keypress option.
    • Use the Prompt Caller for Input field the same as the Play Message fields.
    • (e.g. “Please enter your membership account ID.”)
    • In the Send Input to Remote Server field, enter the remote server URL or address.
    • Toggle the option to Record the user’s key presses to control if these keypresses should be viewable in the Call Log.
    • For PCI or HIPPA compliance, leave this disabled.
    • Toggle the option to Immediately send request to the server to control if we should wait for the caller input before sending the request to the server.
    • Fill in the keypress number in the Continue with menu item matching keypress field if you want this keypress option to collect the information from the caller and then follow up with another keypress action.
  • Fire Pixel will send an HTTP GET request to a server. Selecting this option will open new fields to define the server address and if you would like to route the caller to another keypress option.
    • Use the Fire a pixel field to enter the server URL or address.
    • Fill in the keypress number in the Continue with menu item matching keypress field if you want this keypress option to collect the information from the caller and then follow up with another keypress action.
  • Call Agent will route the call to an individual agent. Selecting this option will open new fields to define any message you want to play to the caller, the agent to call and if you would like to route the caller to another keypress option if the agent is unavailable.
    • Use the Play Message field as outlined previously in this article. This message will by played to the caller before we dial the agent.
    • (e.g. “Please hold while we connect your call.”)
    • Use the Call Agent drop-down menu to select which agent to receive the call.
    • Fill in the keypress number in the When agent is unavailable, route to the menu item matching keypress field to define which keypress option to use if the agent is unavailable.
  • Leave Message will allow the caller to leave a message. Selecting this option will open new fields to define the voicemail message, recording, transcription and recording length.
    • Use the Play Message field as outlined previously in tis article. This message will be played to the caller before we record their message.
    • (e.g. “Please leave a message after the beep.”)
    • Toggle the option to Play beep after message to control if we should prompt the caller with a beep after playing any message you have defined.
    • Toggle the option to Record Audio if you are not recording full calls, but would like to record this voicemail message when callers select this keypress.
    • Toggle the option to Transcribe Voice Mail if you would like to transcribe the voice mail message left by the caller.
    • Fill in the Max recording length field to control how much time the caller has to record a message. You can choose between seconds and minutes.
  • Conference Call will route the caller to a conference room. Selecting this option will open new fields to define any message you want to play to the caller and which conference to use.
    • Use the Play Message field as outlined previously in this article. The message will be played to the caller before we connect them to the conference.
    • (e.g. “Please hold while we wait for the conference organizer.”)
    • Fill in the Conference Name in the field below.
  • Hang Up will end the call. Selecting tis option will open new fields to define any message you want to play to the caller and how long to wait before hanging up.
    • Use the Play Message field as outlined previously in this article. The message will be played to the caller before we hang up the call.
      • (e.g. “We are not servicing your area at this time. Thank you for calling.”)
      • Fill in the Hang up after field to control how long we should wait before ending the call. You can choose between seconds and minutes.
  • Call Queue will send the call to another queue. Selecting this option will open new fields to define any message you want to play to the caller and which queue to send the caller to next.
    • Use the Play Message field as outlined previously in this article. The message will be played to the caller before we route them to the next queue.
    • (e.g. “You are being routed to the Service Department in your area.”)
    • Use the drop-down menu in the Call Queue field to select which queue to send the caller to next.
  • Geo Route Caller will send the call to a Geo Router. Selecting this option will open a new field to define which Geo Router to use.
    • Use the drop-down menu in the Geo Router field to select which Geo Router to send the caller to next.
  • Smart Router will send the call to a Smart Router. Selecting this option will open a new field to define which Smart Router to use.
    • Use the drop-down menu in the Smart Router field to select which Smart Router to send the caller to next.
  • Add to Dialer will add this caller to an Auto Dialer. Selecting this option will open new fields to define any message you want to play to the caller, which Dialer to use and if you would like to route the caller to another keypress option after adding them to the Dialer.
    • Use the Play Message field as outlined previously in this article. This message will be played to the caller before adding them to the Dialer.
    • (e.g. “Thank you for joining our contact list.”)
    • Use the drop-down menu in the Dialer field to select which Auto Dialer the caller should be added to for future calls.
    • Fill in the keypress number in the Continue with menu item matching keypress field if you want to add the caller to a Dialer and then follow up wit another keypress action.
  • After adding any of the menu items above, you can click the button to Add Action and this will provide a few extra options.​
    • Tag this Call will automatically add a tag to the call if the caller chooses this keypress. Selecting this option will open a new field to add the Call Tag(s). Type or select the Call Tag in this field.
    • Assign agent to call will automatically assign an agent to the call. Selecting this option will open a new field to choose the agent to assign.
    • Update custom field will automatically update a custom field in the call if the caller chooses this keypress. Selecting this option will open new fields to define which custom field to update, and which custom field entry to use.
    • (e.g. update custom field “Promo Code” with “BOGO”)

Update custom field

Update custom field

  • After configuring the Menu Item, you can click on Add Menu Item to configure another keypress option for this Voice Menu.
  • After you have configured all of your Menu Items, make sure to Save Changes.
  • After you click Save Changes, you can click Edit Assigned Tracking Numbers to update Tracking Numbers so they route callers to this Voice Menu. Once you click this button, you will see a pop-up menu displaying both available (left side) and assigned (right side) Tracking Numbers. Click the Tracking Number(s) to move them to Assigned, and then click Save Changes. All of those Tracking Numbers will now route callers to this Voice Menu.
    • You can also update call routing in each Tracking Number by going to Numbers > Tracking Numbers and clicking Edit next to the Tracking Number.

Edit Assigned Tracking Numbers

Once you start receiving calls, you can view the keypresses entered by each caller within the Call Log by customizing your columns displayed to show the Menu Keypresses. You can make the Menu Keypresses column visible by clicking the Visible Columns icon in the upper right area of the Call Log.

Menu Keypresses

In addition, you can set up notifications to to go out via email or text each time a call comes in with a particular keypress. Notifications are created on the Notifications page within the Reporting menu. Learn more about creating automatic notifications here.


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