IVR-based routing lets you present callers with menu options (for example, “For Support, press 1. For Sales, press 2”) and route calls based on their input. This helps distribute calls efficiently and ensures callers reach the right team faster.

Ensure the agent role has the Manage Voice permission enabled. The role must also have Manage Agents and Manage Categories permissions.

Steps to Configure Routing - IVR

• Go to the Contact Center Settings page.
• Select the phone number you want to configure.
• On the number details page, navigate to the Routing tab.
• Under Routing Strategy, select Ring All or Longest Idle Agent First based on need.
• Under Routing Type, choose IVR.
• Start adding Dial Choices — these are the options callers will hear when they dial this number.

For each dial choice:

• Update the Dial Text that the caller will hear (for example, “Billing & Payments”, “Sales”).
• Choose an Action, which determines where the call is routed when the caller presses this key.
• If you choose Category, select the category to which the call should be routed.
• Choose the agents associated with that category by:
  • Selecting agents individually, or
  • Assigning agents based on their role.

• If you choose Voicemail, select the category to automatically apply to tickets created from these voicemails.
• Optionally, select a greetings(type: voicemail) to be played before the voicemail.
• All agents added to an IVR option will receive incoming call notifications when that option is selected by the caller.