IVR Menus

Interactive Voice Response (IVR) menus allow callers to navigate through options using their phone keypad. This document explains how to create and configure IVR menus in OPBX.

What is an IVR Menu?

An IVR menu is an automated system that:

• Plays a greeting message
• Presents menu options to callers
• Routes calls based on key presses
• Operates 24/7 without human intervention

Common Uses:

• Main company auto-attendant
• Department selection
• After-hours information
• Self-service options

Creating an IVR Menu

Step 1: Create the IVR

1. Navigate to IVR Menus in the main menu
2. Click Create IVR Menu
3. Enter a Name (e.g., "Main Menu")
4. Add an optional Description
5. Configure greeting options
6. Set timeout and retry settings
7. Click Save

Step 2: Record or Upload Greeting

Option A: Text-to-Speech (TTS)

• Enter text that will be converted to speech
• Select voice and language
• Preview the greeting

Option B: Audio File Upload

• Upload a pre-recorded audio file
• Supported formats: WAV, MP3
• Recommended: 8kHz mono for best quality

Step 3: Add Menu Options

1. Open the IVR menu
2. Click Add Option
3. Configure:
   • Key Press (0-9, *, #)
   • Description (internal note)
   • Destination Type (Extension, Ring Group, etc.)
   • Destination (specific target)
4. Save the option
5. Repeat for all options

Step 4: Configure Failover

Set what happens when:

• Caller doesn't press any key (timeout)
• Caller presses invalid key
• Maximum retries reached

Failover Options:

• Extension
• Ring Group
• Voicemail
• Another IVR
• Hang up

IVR Menu Settings

Greeting Message

The greeting should clearly explain the options:

Example 1 - Simple:

"Thank you for calling ACME Corporation.
Press 1 for Sales,
Press 2 for Support,
or stay on the line to speak with an operator."

Example 2 - Detailed:

"Welcome to ACME Corporation.
To reach a specific person, dial their 3-digit extension.
Press 1 for Sales and new orders.
Press 2 for Technical Support.
Press 3 for Billing and accounts.
Press 4 for our business hours and location.
Press 0 for the operator, or stay on the line."

Timeout Settings

Setting	Description	Recommended
Max Timeout	Time to wait for key press	5-10 seconds
Inter-digit Timeout	Time between key presses	3-5 seconds
Max Turns	Number of retry attempts	2-3 turns

Menu Options

Key Mappings

Available keys for menu options:

Key	Common Use
0	Operator or main reception
1	Sales
2	Support
3	Billing
4-9	Additional departments
*	Repeat menu or special function
#	Back/return or special function

Destination Types

Each key press can route to:

• Extension - Direct to user
• Ring Group - Department coverage
• Conference Room - Join meeting
• IVR Menu - Sub-menu
• AI Assistant - Automated handling

IVR Configuration Examples

Main Company Menu

Greeting:

"Thank you for calling ACME Corporation, where innovation meets excellence.
Press 1 for Sales and new business inquiries.
Press 2 for Technical Support.
Press 3 for Billing and Account Management.
Press 4 for our address and business hours.
Press 0 to speak with our receptionist.
To reach a specific person, dial their 3-digit extension at any time."

Options:

Key	Destination	Description
0	Extension 100	Reception
1	Ring Group 500	Sales Team
2	Ring Group 501	Support Team
3	Ring Group 502	Billing Team
4	Extension 199	Info recording

Failover: Extension 100 (Reception)

After-Hours Menu

Greeting:

"You've reached ACME Corporation. Our office is currently closed.
Our business hours are Monday through Friday, 8 AM to 6 PM Eastern Time.
Press 1 to leave a message for Sales.
Press 2 to leave a message for Support.
Press 3 for emergency assistance.
Or stay on the line to leave a general message."

Options:

Key	Destination	Description
1	Extension 201 Voicemail	Sales voicemail
2	Extension 301 Voicemail	Support voicemail
3	Extension 999	Emergency line

Failover: General voicemail box

Multi-Level IVR

Main Menu:

"Welcome to ACME Support.
Press 1 for Product A Support.
Press 2 for Product B Support.
Press 3 for Billing.
Press 0 for operator."

Product A Sub-Menu (reached by pressing 1):

"Product A Support.
Press 1 for Installation help.
Press 2 for Technical issues.
Press 3 to speak with an agent.
Press 9 to return to main menu."

Advanced IVR Features

Multi-Level Menus

Create nested IVR structures:

Main Menu → Product Menu → Specific Issue Menu
    ↓
Department Menu → Agent Selection

Best Practices:

• Limit to 2-3 levels maximum
• Always provide "return" option
• Keep total options per menu to 5-7

Time-Based IVRs

Different IVRs for different times:

Business Hours: Main Menu with full options
After Hours: Simplified menu with voicemail options
Holidays: Special greeting with limited options

Configure using Business Hours routing with different IVRs for open/closed states.

Language Selection

Multi-language IVR example:

"Welcome to ACME. For English, press 1.
Bienvenido a ACME. Para español, presione 2."

Press 1 → English IVR
Press 2 → Spanish IVR

Managing IVR Menus

Editing Options

To modify menu options:

1. Navigate to IVR Menus
2. Select the IVR to edit
3. Click Options tab
4. Edit, add, or remove options
5. Save changes

Updating Greetings

To change the greeting:

1. Edit the IVR menu
2. Update TTS text or upload new audio
3. Preview the new greeting
4. Save changes

note

Greeting changes take effect immediately for new calls.

Testing IVRs

Always test your IVR:

1. Dial the IVR extension or DID
2. Listen to the greeting
3. Test each menu option
4. Verify correct routing
5. Test timeout behavior
6. Test invalid key handling

IVR Best Practices

Design

1. Keep it simple - Maximum 5-7 options per menu
2. Logical order - Most common options first
3. Clear language - Avoid jargon
4. Consistent structure - Similar across all menus
5. Always offer "0" - For human assistance

Audio Quality

1. Professional recordings - Consider voice talent
2. Quiet environment - No background noise
3. Clear pronunciation - Speak slowly and clearly
4. Proper format - 8kHz mono WAV recommended
5. Test audio levels - Consistent volume

User Experience

1. Brief greetings - 15-20 seconds maximum
2. Repeat options - After timeout, repeat menu
3. No dead ends - Always provide a path
4. Allow extension dialing - Direct dial option
5. Update regularly - Keep information current

Troubleshooting

Greeting Not Playing

Problem: Callers hear silence or error instead of greeting.

Solutions:

1. Verify audio file uploaded correctly
2. Check file format (WAV/MP3)
3. Test TTS if using text-to-speech
4. Verify IVR status is Active

Key Presses Not Working

Problem: Menu options don't route correctly.

Solutions:

1. Verify options are configured
2. Check destination exists and is active
3. Ensure key mappings are unique
4. Review timeout settings

Calls Not Reaching IVR

Problem: Calls bypass the IVR menu.

Solutions:

1. Check DID routing configuration
2. Verify extension association
3. Ensure IVR status is Active
4. Review routing rules

Next Steps

• Business Hours - Route to different IVRs by time
• Ring Groups - IVR destinations for departments
• DID Numbers - Configure incoming lines

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Related Documentation:

• Call Routing Overview - General routing concepts
• Extensions - Extension types as destinations