Question 1

What is an IVR Menu?

Accepted Answer

An IVR (Interactive Voice Response) Menu is an automated phone system that greets callers and routes them based on their selection. For example:

"Press 1 for Sales, Press 2 for Support, Press 3 for Billing"

IVR Menus help direct callers to the right AI Agent, department, or information without human intervention.

Question 2

How do I create an IVR Menu?

Accepted Answer

Use the 4-step creation wizard. Step 1: Basic Information (menu name, description, phone number assignment). Step 2: Greeting Message (choose text-to-speech or voice memo). Step 3: Menu Options (add up to 12 options for digits 0-9, *, and #, and configure the action for each). Step 4: Advanced Settings (voice settings, timeout and retry settings, active/inactive status).

Question 3

What actions can I assign to menu options?

Accepted Answer

Each menu option can perform one of 6 actions: Route to Employee (connect to a specific AI Agent), Transfer to Number (transfer to an external phone number), Play Voice Memo (play a pre-recorded message from Voice Library), Go to Submenu (navigate to another IVR menu for nested menus), Repeat Menu (replay the current greeting and options), or Voicemail (send caller to voicemail).

Question 4

How many menu options can I have?

Accepted Answer

Each IVR Menu can have up to 12 options: digits 0-9 (10 options), the star (*) key, and the pound (#) key. Each digit can only be assigned once per menu. Common conventions are 0 for operator, * to return to previous menu, and # to repeat options.

Question 5

How do I set up a greeting?

Accepted Answer

Two options are available. Text-to-Speech (TTS): type your greeting message, select language and voice, adjust speaking speed from 0.5x to 2.0x, and the system converts the text to spoken audio. Voice Memo (Pre-recorded): upload audio to the Voice Library first, then select the memo from the dropdown. Professional recordings can be reused across menus.

Question 6

What languages are available for IVR greetings?

Accepted Answer

Text-to-speech supports 13 languages with multiple voices each: English (US and UK), Dutch, German, French, Spanish, Italian, Portuguese, Polish, Swedish, Danish, Norwegian, and Finnish. Each language has multiple male and female voice options.

Question 7

How do I configure timeout settings?

Accepted Answer

Timeout settings control what happens if a caller does not press anything. Timeout Duration ranges from 5 to 30 seconds (default 10). Max Retries ranges from 1 to 5 (default 2). The flow is: greeting plays, wait for input, if no input repeat greeting, and after max retries are exhausted the call ends.

Question 8

How does Transfer to Number work?

Accepted Answer

Transfer callers to an external phone number. The country code is locked to match the menu's phone number country, with 24+ supported countries and a minimum of 7 digits. Transfer Queue can be enabled so callers wait in a queue if the line is busy, or disabled so the transfer fails immediately. Transfer policies include Always Available (highest reliability), Balanced (default), and Conservative (lower cost).

Question 9

Can I create submenus?

Accepted Answer

Yes. You can create multi-level IVR menus with no depth limit. Create each submenu as a separate IVR Menu, then in the parent menu use the "Go to Submenu" action and select the target submenu from the dropdown. Circular references are prevented so a menu cannot link to itself.

Question 10

How many IVR Menus can I have?

Accepted Answer

IVR Menu allocation is custom based on your enterprise agreement. Your plan includes a specified number of IVR Menus, with additional menus available upon request. There is no limit on nested submenus. Contact your account manager to request additional IVR Menus.

Question 11

How do I assign a phone number to an IVR Menu?

Accepted Answer

During creation: in Step 1 of the wizard, select a phone number from the dropdown (only unassigned numbers are shown). After creation: edit the IVR Menu, select a phone number from the dropdown, and save changes. Phone number assignment is optional and you can assign numbers later.

Question 12

What is the Audio Library?

Accepted Answer

The Audio Library stores pre-recorded audio files for use in IVR Menus. You can upload custom greetings, professional recordings for consistent branding, and reuse files across multiple menus. Use the Voice Library for professional voice talent recordings, music or sound effects, or complex messages that sound better pre-recorded. Go to Audio Library to upload and manage voice memos.

Question 13

How do I adjust the speaking speed?

Accepted Answer

For text-to-speech greetings, adjust the speed from 0.5x to 2.0x. Speeds of 0.5x-0.75x are best for complex information or elderly callers. Normal speed is 1.0x (default). Speeds of 1.25x-1.5x suit experienced callers or shorter menus. Speed of 2.0x is very fast and for testing only.

Question 14

How do I test my IVR Menu?

Accepted Answer

Ensure a phone number is assigned to the menu and set the menu status to Active. Call the number from your phone, listen to the greeting, and test each menu option to verify routing works correctly. Check Call Logs afterward to review the call flow and any issues.

Question 15

Why aren't callers hearing my IVR Menu?

Accepted Answer

Common issues include: no phone number assigned (assign one to the menu), menu inactive (set status to Active), no greeting added (add TTS text or select a voice memo), no options configured (add at least one menu option), or you have hit your concurrent call limit. Check each of these when callers are not hearing your IVR menu.

Question 16

Can I have different menus for business hours?

Accepted Answer

IVR Menus do not have built-in scheduling. Alternatives include creating two menus (business hours and after hours) and manually switching by toggling the active status, or using a main menu that routes to AI Agents with their own business hours configured. AI Agents can handle after-hours differently based on their business hours settings.

Question 17

How do I delete an IVR Menu?

Accepted Answer

Go to Phone Menus, find the menu you want to delete, click the Delete button, and confirm the deletion. Note: if other menus link to this one as a submenu, those links will break. Update parent menus first before deleting a submenu.