How to Create an IVR / Auto Attendant

Create a menu callers can navigate

Plan the keys and destinations first: for example, 1 for Sales, 2 for Support and 0 for reception. Create the ring groups or voicemail boxes you will use before building the menu.

1. Prepare the greeting

1. Open Settings → Phone Numbers → Call Flow for the correct number.
2. Select Recordings (Audios) → Add.
3. Choose Upload an audio file or Create from text (Text-to-speech). Upload one MP3 or WAV under 20 MB, or enter the text and choose a language and voice.
4. Preview text-to-speech when used and click Save.

Sample: “Thank you for calling [Business]. For Sales, press 1. For Support, press 2. For reception, press 0.” Only announce keys that you configure.

2. Create the menu and its keys

1. Open Phone Menu (IVR) and click Add IVR Menu.
2. Enter a Name and select the audio under Greeting.
3. Click Add Option. Enter the caller’s key in Option and choose its Destination.
4. Repeat for each key. Use a unique key for each option and match the spoken greeting.
5. Set Timeout (milliseconds); 5000 equals five seconds.
6. Exit Action is optional. Choose an exit destination when your menu needs one. Choose Hangup if the intended action is to end the call. Review and test the outcome even when you leave Exit Action empty.
7. Review Direct Dial: enable it if callers should be able to dial an extension while the menu greeting is playing. It is off by default for new IVRs; existing IVRs keep their previous setting. Save your selection with the menu.
8. Add a Description if useful, then click Save.

3. Connect the menu to incoming calls

For an all-day menu, return to the number’s first section, choose the menu in Select Action for Incoming Calls and click Save. If you already use Business Hours, keep the schedule as the entry point and choose the IVR as the appropriate group’s destination. Selecting the IVR directly would bypass that schedule.

4. Test each outcome separately

• Call from an external phone and listen to the full greeting.
• Test each key and confirm its destination.
• If Direct Dial is enabled, dial a valid extension while the greeting plays and verify that the call reaches it.
• Make a separate call without pressing a key and verify the fallback.
• Make another call with an unconfigured key and listen through any retries to verify the final outcome.
• If using Business Hours, test open and closed hours too.

Keep menus short and offer a way to reach a person where practical. To change a greeting later, save the new recording, edit the menu with its pencil button, select the new Greeting and save. An automated SMS option also needs message text in the number’s SMS settings; see the related guide.

Calls come from: check where this destination is used

In Phone Menu (IVR), the Calls come from column shows the configurations that send calls to each menu, such as a phone number, Business Hours or another IVR or a Ring Group.

• A named source: that configuration routes calls here.
• +1 more / +2 more: additional sources also use this destination.
• No calls sent here: no incoming routing references are listed. This is a configuration check, not a call-history report.

Before deleting a menu: review every listed source, change its destination and save the source configuration. Check the list again and test the replacement route. While another configuration sends calls here, the menu cannot be deleted.

Related guides

• How to Upload or Create Audio Recordings (Greetings)
• How do I set up my Business Hours?
• Send an Automatic Text from a Phone Menu Option

Need help?

Call/Text/WhatsApp: (833) 966-4835
Email: info@zonitel.com