Set up your Automated Response Menu (IVR) routing in Contact Center Pro

Overview

Setting up Automated Response Menu (IVR) routing offers your customers an automated menu for self-service assistance. Configure your workflow so callers can use key presses to reach specific queues. This saves your CSRs time and gives callers menu-driven control.

Follow the steps in this guide to configure your IVR settings.

Things to know

• You create IVR rules while configuring the routing workflows for your contact center. To create or edit a routing workflow, go to Settings > Routing Workflows. For more, see Set call routing workflows in Contact Center Pro.

• You can save the routing workflow editor at any stage, even if the flow isn't complete. You can return later to complete your edits.

Use cases

• An IVR routes callers based on their needs, such as appointments or billing, ensuring they're connected to the right team.

• If you operate multiple brands under a single organization, an IVR helps identify which brand the caller is trying to reach. This prevents confusion and preserves each brand's identity and customer experience.

• When routing is properly configured, calls are directed straight to the correct agent or department. This reduces wait times and minimizes the need for transfers.

Step 1: Add the IVR module to your workflow

Add the IVR module to your call routing workflow and configure basic settings:

1. In your routing workflow, click Add . 

2. On the pop-up that opens, select IVR. 

3. (Optional) In the IVR flyout that opens, enter the IVR Name and configure the greeting audio for your IVR workflow:        

   • Click Upload File to add a pre-recorded audio file.

   • Enter a text-based greeting in the Greeting field.

Note: If you don't upload an audio file, you'll need to type a text-to-speech message for each key option. This is the message callers hear when they interact with the IVR menu.

Step 2: Set up your menu structure

Plan your IVR menu layout. Determine the number of key options—for example, 1 for appointments, 2 for billing inquiries, and so on. Add descriptive names for each option to support routing clarity in your workflow.

Configure your main key inputs

Each key input corresponds to a digit the caller presses to trigger a routing action.

To add a key input:

1. In the Key section, click the Key Input dropdown and select a digit.

2. (Optional) Enter the Option Name for clarity in the routing workflow. This name is shown in your routing workflow. 

3. If you haven't uploaded an audio file, type the text-to-speech message that callers hear for this menu option.

To add additional key options:

1. Click Add Option.

2. Select the Key Input digit.

3. (Optional) Enter an Option Name to help identify this route in the call flow.

4. If you haven't uploaded an audio file, type the text-to-speech message that callers hear for this menu option.

Note: You can add up to nine additional options.

To remove a key option:

1. In the Key section for the option you want to remove, click More .

2. Click Delete Option. 

Configure the fallback for no or invalid input

In the No or incorrect input section, select the number of times the IVR should repeat before routing to a final endpoint.

Review your menu structure

After completing the automated response menu layout, click Save and review your routing workflow.

Step 3: Assign keypress actions

Define the routing action or destination triggered when the caller selects a specific option.

For each key input:

1. Click Add to add a routing module. 

2. Select the appropriate routing module for that option. 

3. Click Add and assign a rollover routing module.

When all actions are configured, click Activate to apply your changes and enable the routing workflow.

Want to learn more?

• See Contact Center Pro

• See Manage queues and agents through Call Center Monitoring

• See View and edit employee information through User Management