Example: “Press 1 for Sales, 2 for Support, or 3 to hear our business hours.”

1. From the main menu on the left, navigate to: "UC Admin" → "Call Flow" → "IVR Menus"

2. Select “+ Add IVR Menu” in the upper-right corner.

3. Complete the form with the following required information:

1. Assigned Account: Select the account this IVR belongs to. This field only appears if you have not already selected an account from the main dropdown at the top right of the page.
2. Label: Enter a name used for internal identification (e.g., “Main IVR” or “Support Menu”)
   
3. Extension Number: Assign any 3-5 digit extension number that the system will use to identify this IVR for call routing purposes.
   
   
   
   

4. Select “Add” in the lower-right to create the IVR menu. 

5. Once the IVR is created, you’ll be redirected to a page where you can further customize it (refer to Step 3 in the Management section below).

Note: An IVR Menu can be created without an extension, but it will not be functional until an extension is assigned.

Customizing and Managing IVR Menus

1. From the main menu on the left, navigate to "UC Admin" → "Call Flow" → "IVR Menus"

2. From the list of existing IVR menus, select the name of the menu you wish to edit to open it's settings.

3. You'll have access to several configuration tabs:

1. General
   
1. Update the menu’s label, description, notes, extension number, and dialing address (unique number that can be dialed from anywhere in the platform by any phone or extension)
   
2. Select the audio recording used for the IVR prompt
   
3. Configure the timeout setting (how long the system waits for input before triggering Timeout Destination)
   
2. Advanced
   
1. Set destinations for timeout (no input) and invalid input (wrong key press)
   
2. Configure direct routing to:
   
1. Specific extensions
   
2. Conference bridges (virtual conference room)
   
3. Other IVR menus
   
4. Two-way and multiway toggles
   
5. Call queues
   
6. Add CDR Tags to label calls for easier sorting and reporting
7. Configure Webhooks for real-time integration with external systems

4. Options
   
1. Define each key press (e.g., 1, 2, 3) and assign its corresponding destination
   
2. Add options as needed for a smooth and intuitive caller experience by selecting the purple "Add" button at the upper right and completing the form
   
   
   
   
   
   
   
3. You can edit or delete previously created options by selecting the three vertical dots on the right
   
   
   
   
   
   
   
5. Dependency Tree
   
1. Visual representation of where this IVR Menu is being used in the broader call flow
   
2. Helpful for troubleshooting and understanding how callers reach this point
   
   
   
   
   
   

Be sure to click “Update” at the bottom of the screen to save your changes before navigating away.