> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ringingo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Create an IVR

> Build interactive voice response menus in Ringingo that greet callers, offer keypad options, and route them to the right destination.

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.

### Prerequisites

Before creating the IVR, ensure the following are completed:

* **Audio prompts** are uploaded (see [How to Upload Audio Prompts](/how-to-guide/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](/how-to-guide/how-to-set-up-sip-devices)).

### Creating the IVR

<Steps>
  <Step title="Navigate to IVR">
    Go to **Incoming Rules → IVR** in the left sidebar menu.
  </Step>

  <Step title="Create a new IVR">
    Click **+ Create IVR**.
  </Step>

  <Step title="Fill in the IVR form">
    | Field                     | Description                                                                                                                        |
    | ------------------------- | ---------------------------------------------------------------------------------------------------------------------------------- |
    | Name (required)           | A unique name for this IVR (e.g. "MainMenu", "SupportIVR", "AfterHours"). This name is appearing in campaign dropdowns.            |
    | Timeout (required)        | How long the IVR waits for the caller to press a key before treating it as no input. Select from the dropdown (e.g. 3 Min, 5 Sec). |
    | Welcome Prompt (required) | Select the audio prompt uploaded earlier. This is the recording that plays the menu options to the caller.                         |
    | Invalid Prompt            | Audio played when the caller presses a key that is not configured in the routing table.                                            |
    | Invalid Retries           | How many times a caller can press an invalid key before the IVR exits. Default: 0 (caller is immediately exited).                  |
    | Exit Prompt               | Audio played when the caller exhausts all invalid retries and is about to be disconnected or redirected.                           |
    | Status                    | Set to Enable to make this IVR active and available.                                                                               |
  </Step>

  <Step title="Save and reveal the Advance section">
    Click **Save**. The page is reloading and displaying the Advance section below. Do not navigate away.
  </Step>
</Steps>

### Configuring Key-Press Routing

<Steps>
  <Step title="Scroll to the Advance section">
    This is where you define what happens when a caller presses a key.
  </Step>

  <Step title="Configure each routing row">
    | Column          | Description                                                                                                                                                                                                                                               |
    | --------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
    | Digit           | The key the caller is pressing (0 through 9, \* or #). Select from the dropdown.                                                                                                                                                                          |
    | Routing Type    | Where to send the caller: **SIP Device** (rings a specific agent), **Call Queue** (places caller in a waiting queue), **Ring Group** (rings a group of agents), **IVR** (transfers to another IVR sub-menu), or **Voicemail** (sends to a voicemail box). |
    | Routing Options | The specific destination (e.g. which SIP device, which call queue, or which ring group). The available choices depend on the Routing Type selected.                                                                                                       |
  </Step>

  <Step title="Add more rows">
    Click **+ Add More** to add rules for additional keys. Repeat the previous step for each row.
  </Step>

  <Step title="Save the IVR">
    Click **Save**.
  </Step>
</Steps>

### Example IVR Routing Setup

| Key Press | Routing Type | Routing Option  | Result                                  |
| --------- | ------------ | --------------- | --------------------------------------- |
| Press 1   | Call Queue   | Sales-Queue     | Caller joins the sales waiting line.    |
| Press 2   | Call Queue   | Support-Queue   | Caller joins the support waiting line.  |
| Press 3   | Ring Group   | Billing-Team    | All billing agents ring simultaneously. |
| Press 0   | SIP Device   | Agent-Reception | Call goes directly to the receptionist. |

<Tip>
  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.
</Tip>

<Tip>
  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.
</Tip>

<Note>
  Fields marked with \* are required. You cannot save the IVR without filling in Name, Timeout, and Welcome Prompt.
</Note>

### 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.