> ## 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.

# Build IVR Menus for Automated Call Routing

> Create Interactive Voice Response menus that greet callers and route them by keypress. Configure prompts, retries, and per-digit destinations.

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.

## 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](/settings/audio-prompts).
2. **SIP Device**: the agent's phone that will receive routed calls. See [SIP Devices](/users/sip-devices).
3. **IVR menu**: the menu logic that ties prompts, keys, and destinations together (this page).

## IVR menu fields

| Field                | Description                                                                   |
| -------------------- | ----------------------------------------------------------------------------- |
| IVR Name             | Unique label for the menu.                                                    |
| Audio Prompt         | Recording played when callers reach this IVR level.                           |
| Timeout              | Seconds the IVR waits for a keypress before replaying or routing to fallback. |
| Max Retries          | Number of times the IVR re-plays the prompt on no input or invalid input.     |
| Options (0-9, \*, #) | Each keypress maps to a routing destination.                                  |
| Fallback             | Destination for callers who exhaust retries.                                  |

## Create an IVR

<Steps>
  <Step title="Open the form">
    Navigate to **Incoming Rules → IVR** and click **+ Create IVR**.
  </Step>

  <Step title="Complete the IVR form">
    Set Name, Timeout, Welcome Prompt (required), Invalid Prompt, Invalid Retries, Exit Prompt, and Status.
  </Step>

  <Step title="Save">
    The page reloads with the **Advance** section for key-press routing.
  </Step>
</Steps>

### Basic IVR fields

| Field           | Required | Description                                                             |
| --------------- | -------- | ----------------------------------------------------------------------- |
| Name            | Yes      | Unique menu name (MainMenu, SupportIVR). Appears in campaign dropdowns. |
| Timeout         | Yes      | How long the IVR waits for a key press before treating it as no input.  |
| Welcome Prompt  | Yes      | Recording that plays the menu options.                                  |
| Invalid Prompt  | No       | Played when the caller presses an unrecognised key.                     |
| Invalid Retries | No       | Number of invalid attempts allowed before exit (default 0).             |
| Exit Prompt     | No       | Played when retries are exhausted.                                      |
| Status          | Yes      | Enable to make the IVR available in campaigns.                          |

## Configure key-press routing

The **Advance** section maps each key press to a destination. Each row is one key.

| Column          | What to select                                                    |
| --------------- | ----------------------------------------------------------------- |
| Digit           | The key the caller will press: 0-9, \*, or #.                     |
| Routing Type    | SIP Device, Call Queue, Ring Group, IVR (sub-menu), or Voicemail. |
| Routing Options | Specific destination matching the selected Routing Type.          |
| Delete          | Remove the row.                                                   |

Click **+ Add More** to add another row for each key.

### Example 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>
  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.
</Tip>

<Tip>
  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.
</Tip>

## 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.

<Note>
  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.
</Note>