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An IVR (Interactive Voice Response) is an automated menu that callers hear when they dial a phone number. They press a digit on their keypad to reach the right person or queue — no human receptionist required.

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When to use an IVR

Use an IVR when:
  • You want to route calls by department (sales, support, billing) without a human operator.
  • Call volume is high enough that a receptionist becomes a bottleneck.
  • You need 24/7 call handling — IVRs don’t sleep.
  • You want to surface self-service options before connecting a caller to an agent.

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What an IVR can do

Each IVR has:
  • A greeting — TTS-generated audio that plays when the call connects.
  • Up to 10 menu options (digits 0-9) plus * and # — each routes to a destination.
  • A timeout — how long to wait for input before repeating the greeting.
  • Max retries — how many times to repeat before hanging up.
  • Optional direct extension dial — callers can dial an extension directly from inside the IVR.
Each digit can route to:
Destination typeExample
ExtensionRing a specific person’s SIP phone
QueuePut the caller in a call queue
IVRNest into another IVR menu
VoicemailSend to voicemail
HangupEnd the call with a message
CallbackRequest a callback, end the call
AI AgentConnect to an AI voice bot

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Example flow

Caller dials +91 80 6597 8001
  ↓
IVR "Main menu" plays greeting:
  "Welcome to Acme. Press 1 for sales, 2 for support, 3 for billing."
  ↓
Caller presses 2
  ↓
Call routes to queue 5002 (support)
  ↓
Next available support agent's SIP phone rings

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Lifecycle

  1. Create the IVR with a name, extension, and settings.
  2. Record or generate the greeting (TTS).
  3. Build the menu — assign digits to destinations.
  4. Publish the IVR to make it live on the dialplan.
  5. Route a phone number (DID) to the IVR.
Changes to an IVR take effect only after you click Publish — saving alone does not update the live dialplan.