Setting Up an IVR (Auto-Attendant)

What Is an IVR?

An IVR (Interactive Voice Response), also called an auto-attendant, greets callers with a recorded menu and routes them based on what they press — for example, "Press 1 for Sales, Press 2 for Support." This feature requires the advanced call routing feature on your subscription plan.

How to Create an IVR

1

Open the IVR Form

Navigate to Call Routing > IVRs in the sidebar, then click New IVR.

2

Enter a Description

For example, "Main menu — Press 1 for Sales, 2 for Support".

3

Select a Greeting Recording

Choose the recording that plays when callers reach the menu. You can upload recordings from PBX > Recordings.

4

Configure Timeout and Invalid Handling

Digit Timeout: seconds to wait for input (default 5). Timeout Retries: how many times to replay the menu (default 3). Set a Timeout Destination for when the caller never presses anything, and an Invalid Destination for wrong key presses.

5

Add Menu Options

After creating the IVR, go to the Options tab. Each option has a digit (1-9, 0, *) and a destination — such as an extension, ring group, queue, voicemail, or another IVR.

Example IVR Setup

1

Press 1 → Sales Ring Group

Routes to your sales team ring group.

2

Press 2 → Support Queue

Routes to your support call queue.

0

Press 0 → Receptionist Extension

Routes to your front desk.

⏱

Timeout → Voicemail

If the caller does not press anything, send to voicemail.