IVR-based routing allows you to present callers with menu options (e.g., "For Support, Press 1, For Sales, Press 2") and route calls based on their input. This improves call distribution and ensures callers reach the right team quickly.

Prerequisite

Ensure your role has the "Manage Voice" permission enabled.

Steps to Configure IVR-Based Routing

1. Go to the Voice Settings page.
2. Select the phone number you want to configure.
3. On the number's detail page, navigate to the Routing tab.
4. Under Routing Type, choose IVR.
5. Start adding Dial Choices — these are the options callers will hear when they dial this number.

For each dial choice:

• Update the Dial Text which the caller will hear as option (e.g., "For Support", "For Sales", etc)
• 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

Note: All agents added to an IVR option will receive incoming call notifications when that option is selected by the caller.