Before you start
- Upload the greeting audio you want before you start — you can’t record one in the builder.
- Decide each option’s destination ahead of time — a queue, an extension, or another menu.
Steps
1
Go to the IVR builder
In the left navigation, select IVR builder, then create a new menu.
2
Name it and set an extension
Enter a Name and an Extension — the internal number other things (routing rules,
other menus) use to reach this one.
3
Set the greeting
Choose the Greeting audio to play when a caller reaches this menu.
4
Add an option for each digit
For each digit you want to handle, connect it to a destination: a queue, an
extension, or another menu (to nest one menu inside another).
5
Set what happens on invalid input
Choose an Invalid audio to play when a caller presses something unmapped, and set the
timeout and retry behavior for silence.
6
Save the menu
Select Save.
Verify
Test the menu in the builder before pointing anything at it. Once
it behaves the way you expect, route a phone number or caller ID rule to its extension and
call in to confirm end to end.
Common problems
- A caller presses a digit and nothing happens. Confirm that digit has an option connected — an unconnected digit falls through to the timeout action, not an error.
- The menu isn’t reachable at all. Nothing points to it yet — see IVR menus.