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 IVR Options — these are the options callers will hear when they dial this number.
• Optionally, select a Menu Greeting (type: IVR) — this is the audio played to callers listing all available menu options. If not configured, the system will automatically read out the options using a default voice. Ensure the audio matches the dial text and input keys you have configured.

For each IVR Option:

• Select an Input — the number key (1-9) the caller will press to choose this option. This number is announced to the caller along with the dial text.
• Update the IVR option 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.
• Optionally, you can also select a Confirmation Greeting (type: IVR) to be played to the caller after they select this option.
• All agents added to an IVR option will receive incoming call notifications when that option is selected by the caller.

Fallback IVR Option:

When adding IVR options, you can designate one option as the Fallback. This option is not announced to callers and does not require an input number.

The fallback is triggered when a caller does not press any key or enters an invalid input — after 3 attempts. The call is then silently transferred to the fallback IVR option.

Note: The fallback option is not mandatory. If fallback is not configured, calls that exceed the allowed attempts will be dropped and marked as Abandoned in IVR.