IVR menu element

The “IVR Menu” element in the virtual PBX allows you to direct the subscriber along the selected route in terms of calls or immediately dial the VAT subscriber’s internal number (the “Allow dialing internal numbers” option). When calling a company number, the subscriber hears a recording with instructions on which numbers to dial in order to be directed to the right department or employee.

To add the “IVR menu” element to the scenario:

1. In the menu on the left, click on the “IVR menu” element or drag it with the right mouse button into the scenario. 

2. In the form that opens, select the voice menu from the drop-down list. The list contains previously created IVR menus.

   ✅ Note: If you do not yet have voice menus created, follow the link “To ceate a new Interactive voice record (IVR) navigate to Create IVR”.

    
    

3. Click on the “Add Item” button.

Editing

To edit voice menu parameters, click the pencil button in the upper right corner of the element and specify where the call should be routed when the client presses keys 1-9, as well as when the client is inactive or enters incorrectly. The call can be forwarded to the following directions:

• To an Internal, External or Mobile subscriber;
• To Queues;
• To another IVR menu;
• To a Fax;
• To the Conference;
• To Question-answer;
• To Voice mailbox;
• Routing depending on whether the calling client’s number is included in the Blacklist and Favorites;
• Scheduled call transfer depending on the time of day and day of the week: callers will hear different greetings and call routing options during and after business hours;
• Transferring the call to the responsible manager (when integrated with Bitrix24, amoCRM and any client CRM system);;
• To Voice prompts.

Set the “IVR menu” parameters. 

To delete a voice menu item:

1. Click on the number corresponding to the menu item you want to delete.
2. Click on the cross in the form that appears. The menu item will be removed.
   

To remove the “IVR menu”, click on the cross in the upper right corner of the element.

Also see:

How to set up “IVR Menu”?

IVR menu