IVR Menu

If your you're reading this then you must be ready for the big time in call routing 

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• Message: select the recording which tells the user what options are available
• Retries: set the count to the number of times the call has to select a valid option. 5 is a good number.
• Retry Message: Select the message to play if they don't respond with the Response Time.
• Response Time: the number of seconds they have to enter a response. 5 seconds is a good number.
• Invalid Option Message: The message to play if they select an invalid response.
• Exit On Return: select this so that the call hangs up after selected Option Route completes.
• Replay Option Number: select a number (but not one of those offered to the user) that the user can press to replay the message. You should tell the user what this number is in the Message.
• e.g. 'Press 1 for sales, 2 for Support or 3 for Accounts. Press 0 to hear these options again.'
• For a short list you probably don't need to include this information in the Message. If you have lots of options or the message is long then this will be required.
• Exit Option Number: normally leave this blank. If your IVR Menu is a sub menu then you can use this option to give the caller a way to navigate backup to the prior IVR Menu.
• Option Number / Route
• In the first column select the number that corresponds to the callers selection (e.g. 1 for Sales) then from the drop list select the Route you created above (e.g. Sales Route).
• Do this for each option that you presented to the Caller.
• You don't need options for the Replay Option nor the Exit Option as these are handled automatically.

That's it, you are now ready to test your IVR menu.

TIPS:

Three (3) options is ideal, if you need more than 5 then create a sub menu (another IVR Menu that is called when the user selects one of the top level options).

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