🎛️ Creating a New IVR

1. Navigate to Dial Plans → IVR.

2. Click the green ➕ Add button in the upper-right corner.

3. Fill in the following fields:

   • Name: The name of your IVR (e.g., Company IVR).

   • Name the context: The name of the entry point (e.g., Entry).

   • Timeout (optional): Set how long the system waits for the caller to press a key (e.g., 30 seconds).

     • ⏱️ Tip: You can use the timeout to route calls automatically if no input is received — for example, transfer the call to reception.

   • Colors (optional): Choose colors to visually organize your IVRs (e.g., red for main menus, blue for submenus).

4. Click ✅ Save changes to create your IVR.

✅ Next step

Now that your IVR is created, let’s continue by adding menu options and actions to define what happens when a caller presses a key.

🧩 Step 1: Open Your IVR

After creating your IVR, it automatically opens in the visual IVR builder - no extra clicks needed!

Here you can immediately start designing your call flow.

If you ever want to reopen the IVR later, simply go to Dial Plans → IVR and click the tile of the IVR you want to edit.

🎯 Step 2: Understanding the Layout

If you’ve already worked with Dial Plans or Call Rules, this layout might look very familiar - like meeting an old friend 😉.

The idea is almost the same, except that here you can assign different numbers to create your menu options.

The screen is divided into:

• Left panel: Contains all available actions (Transfer, Queue, Announcement, IVR, etc.)

• Right panel: Your IVR context.

Each number (0–9, #, *) represents a key the caller can press.

You’ll also find three special fields:

• Start ▶️ – What happens when the IVR starts (for example, play a greeting).

• Invalid ❌ – What happens if the caller presses a key that isn’t assigned.

• Timeout ⏱️ – What happens if the caller doesn’t press any key within the set timeout.

1. Drag an action from the left panel onto a key or special field.

2. Configure the action the way you want it to be.

3. You can stack multiple actions under the same key - they’ll run from top to bottom.

Example combinations:

• 🧭 Prefix + Queue: Announce the department name first, then route the caller to the queue.

• 📧 Email + Huntgroup: Send an email notification each time this option is used, and ring multiple users simultaneously.

• 🎙️ Announcement + Transfer: Play an informational message (e.g. “This call may be recorded for training purposes”) before transferring the caller to a specific user or department.