Managing IVR (Voice Menu)

Overview

An IVR (Interactive Voice Response), also known as a voice menu or auto attendant, greets callers with a recorded prompt and lets them navigate to the right department or extension by pressing keys on their phone. IVRs are essential for businesses that want to route calls efficiently without requiring a human receptionist.

Prerequisites

• Administrator access to the Virtual-Call Cloud PBX
• At least one voice prompt must be uploaded or recorded (for the IVR greeting)
• The destinations you want to route to (extensions, ring groups, queues, etc.) must already exist

Create an IVR

1. Log in to the Virtual-Call Cloud PBX admin portal.
2. Navigate to Call Features > IVR.
3. Click Add.
4. In the Basic tab, configure the settings:
   • Number — Enter a virtual number for the IVR. The default range is 6200–6299.
   • Name — Give the IVR a descriptive name (e.g., "Main Menu" or "Support Menu").
   • Prompt — Select up to 5 audio files that will be played in order. The default prompt is "Dial the extension number or press 0 for operator".
   • Prompt Repeat Count — How many times the prompt repeats if the caller doesn't press a key.
   • Response Timeout (s) — How long to wait for the caller to press a key.
   • Digit Timeout (s) — How long to wait between key presses for multi-digit input.
5. Configure the dialing options:
   • Dial Extensions — Allow callers to dial extension numbers directly (all, allowed, or restricted extensions).
   • Allow Calling Numbers — Allow callers to dial ring group, queue, or conference numbers.
   • Dial Outbound Routes — Allow callers to make outbound calls via the IVR.
   • Dial to Check Voicemail — Allow users to check voicemail via the IVR.
   • Dial #9 to Modify IVR Prompt — Allow users to record and apply a new IVR prompt remotely.
6. Optional: Configure the UC Client Distinctive Ringtone — Assign a specific ringtone for IVR calls on the Virtual-Call UC Client.
7. Switch to the Key Press Event tab and assign a destination to each key (0–9, *, #).
8. Click Save and Apply.

Key Press Destinations

For each key (0–9, *, #) as well as Timeout and Invalid Input, you can assign one of the following destinations:

• Hang Up — End the call.
• Extension — Route to a specific extension.
• Extension Voicemail — Route to an extension's voicemail box.
• Group Voicemail — Route to a shared voicemail box.
• IVR — Route to another IVR (for multi-level menus).
• Call Flow — Route to a call flow.
• Ring Group — Route to a ring group.
• Queue — Route to a call queue.
• Conference — Route to a conference room.
• Dial by Name — Allow callers to search for a person by name.
• External Number — Route to an external phone number.
• Play Prompt and Exit — Play a custom message, then hang up.
• Play Prompt and Return to IVR — Play a message, then return to the IVR menu.
• Play IVR Prompt — Repeat the IVR greeting (only available for Invalid Input Destination).

Optionally, you can enable Allow Opt-out of Call Recording per key event, so the call won't be recorded when routed to that destination.

Advanced Features

Multi-Level IVR

You can create multi-level menus by linking one IVR to another. For example:

• Main menu: "Press 1 for Sales, press 2 for Support, press 3 for Billing"
• Sub-menu (Support): "Press 1 for Technical Support, press 2 for Account Issues, press 0 to return to the main menu"

To set this up, create a separate IVR for each sub-menu and assign the sub-menu IVR as the key press destination in the parent menu.

Example

Scenario: A company wants a main menu that greets callers and offers three choices: Sales, Support, and a company directory.

1. Upload a voice prompt: "Welcome to [Company Name]. Press 1 for Sales, press 2 for Support, press 3 for our company directory."
2. Create an IVR with number 6200, name "Main Menu".
3. Assign key press events:
   • Key 1 → Ring Group "Sales Team"
   • Key 2 → Queue "Support Queue"
   • Key 3 → Dial by Name
   • Key 0 → Extension (Receptionist)
4. Set Timeout Destination to the receptionist extension.
5. Set Invalid Input Destination to Play IVR Prompt.
6. Set up an inbound route and point the destination to this IVR.

Best Practices

• Keep the IVR prompt short and clear—callers should understand their options within 10–15 seconds.
• Offer no more than 4–5 options per level to avoid overwhelming callers.
• Always provide a way to reach a human (e.g., "Press 0 for an operator").
• Set a reasonable timeout destination (e.g., receptionist) so callers who don't press anything still get connected.
• Test the IVR by calling in to verify the prompt plays correctly and all key presses route as expected.

Common Issues & Troubleshooting