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An IVR (Interactive Voice Response) is an automated phone menu that greets callers and routes them based on the key they press. Setting up an IVR requires three components prepared in this order: (1) Audio Prompt, (2) SIP Devices, (3) IVR configuration.

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Prerequisites

Before creating the IVR, ensure the following are completed:
  • Audio prompts are uploaded (see How to Upload Audio Prompts). You need at minimum a Welcome Prompt. Invalid Prompt and Exit Prompt are optional but recommended.
  • SIP devices are created for each agent who is receiving routed calls (see How to Set Up SIP Devices).

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Creating the IVR

1

Navigate to IVR

Go to Incoming Rules → IVR in the left sidebar menu.
2

Create a new IVR

Click + Create IVR.
3

Fill in the IVR form

4

Save and reveal the Advance section

Click Save. The page is reloading and displaying the Advance section below. Do not navigate away.

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Configuring Key-Press Routing

1

Scroll to the Advance section

This is where you define what happens when a caller presses a key.
2

Configure each routing row

3

Add more rows

Click + Add More to add rules for additional keys. Repeat the previous step for each row.
4

Save the IVR

Click Save.

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Example IVR Routing Setup

Always configure a key 0 or * as a fallback option (e.g. “Press 0 to speak with an operator”) so callers who are confused always have a way to reach a live agent.
Keep IVR menus to a maximum of 5 options per level. Callers presented with too many choices tend to abandon the call or select incorrect options.
Fields marked with * are required. You cannot save the IVR without filling in Name, Timeout, and Welcome Prompt.

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Managing Existing IVRs

From the IVR list page, you can:
  • Enable/Disable an IVR using the Status toggle (without deleting it).
  • Edit an IVR by clicking the pencil icon. Update any fields and scroll to the Advance section to modify routing rules. Changes take effect immediately on live calls.
  • Delete an IVR using the trash icon. Before deleting, ensure the IVR is not linked to any active campaign or call queue. Deleting a linked IVR is breaking that campaign’s routing.
  • Search using the Search by Keyword bar or Filters to narrow the list.