Purpose and location
Build deterministic voice menus with prompts, DTMF choices and safe fallbacks.
Open Call management → IVR Menus. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
Write down the current source and destination path before editing it. Keep a registered test extension, a rollback destination and Calls & Reports open for validation.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Choose a concise greeting.
- Map every advertised digit.
- Configure timeout and invalid-input behavior.
- Test repeated invalid input and each endpoint.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Greeting
- Media played when entering the menu.
- Digit action
- Endpoint selected by a DTMF key.
- Timeout
- Wait time and destination when no key is entered.
- Invalid retries
- Allowed invalid attempts before fallback.
- Direct dialing
- Whether extension numbers may be entered from the menu.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Listen to the full greeting and verify every announced digit.
- Test valid DTMF, timeout, invalid input and maximum retries.
- Follow every destination through Calls & Reports and confirm the expected module flow.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- Never advertise an option that has no destination.
- Keep a deterministic timeout and invalid-input fallback so callers cannot remain trapped in the menu.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.