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An IVR (Interactive Voice Response) is an automated phone menu that greets callers and routes them to the right destination based on the key they press. Ringingo’s ICR Studio provides a drag-and-drop IVR flow builder. Each menu can have multiple keypress options routing to a Campaign, Ring Group, Call Queue, another IVR level, or an agent.

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Prerequisites

An IVR is built from three components that must exist first, in this order:
  1. Audio Prompt: the recorded message played to callers. See Audio Prompts.
  2. SIP Device: the agent’s phone that will receive routed calls. See SIP Devices.
  3. IVR menu: the menu logic that ties prompts, keys, and destinations together (this page).

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IVR menu fields

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Create an IVR

1

Open the form

Navigate to Incoming Rules → IVR and click + Create IVR.
2

Complete the IVR form

Set Name, Timeout, Welcome Prompt (required), Invalid Prompt, Invalid Retries, Exit Prompt, and Status.
3

Save

The page reloads with the Advance section for key-press routing.

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Basic IVR fields

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Configure key-press routing

The Advance section maps each key press to a destination. Each row is one key. Click + Add More to add another row for each key.

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Example routing setup

Keep IVR menus to a maximum of 5 options per level. Too many choices leads to abandonment and misrouted calls. Use clear, concise audio prompts in the caller’s language.
Always configure a key 0 or * fallback (for example, “Press 0 to speak with an operator”) so confused callers always have a way to reach a live agent.

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Manage existing IVRs

From the IVR list you can:
  • Toggle Status to enable or disable without deleting.
  • Click the pencil icon to edit any field or routing rule.
  • Click the bin icon to permanently delete.
Before deleting an IVR, make sure it is not linked to any active campaign or call queue. Deleting a linked IVR breaks that campaign’s routing.