How to Create an IVR / Auto Attendant

How to Create an IVR / Auto Attendant

An IVR (Auto Attendant) lets your business answer calls professionally with a menu like “Press 1 for Sales, 2 for Support…”. This guide walks you through creating or uploading an audio greeting, building an IVR Menu, adding options (1, 2, 3, 0), setting Timeout and Invalid behavior, and assigning the IVR to your inbound phone number (DID) so it goes live.

Step-by-step

1) Create the IVR Greeting (Recording)

1. In FusionPBX, go to Numbers→Phone Numbers, select the number that you want to update→ Call Flow  → Audios.

2. Click Add, and select from Upload File or Text to Speech 

3. Enter a Name (example: Main_IVR_EN).

4. Upload your audio file (or record it if your system supports it).

   • Recommended format: WAV, 8kHz, mono (best compatibility for telephony).

5. Text-to-speech select between Language, Voice, and the type the Message that you want to convert into audio.

6. Click Save.

Sample script (ready to record):
“Thank you for calling [Your Business]. For Sales, press 1. For Support, press 2. For Billing, press 3. To speak with an operator, press 0.”

2) Create the IVR Menu

1. Go to IVR Menu.

2. Click Add IVR Menu.

3. Complete the main fields:

   • Name: Main IVR

   • Add Option: On the Option, select the number that the client will dial, and select the final Destination. 

   • Greeting: select your recording (example: Main_IVR_EN)

   • Timeout: (example: 5000 or 8000 milliseconds)

   • Max Failures / Retries: (example: 3)

4. Click Save.

3) Add IVR Options (1, 2, 3, 0…)

1. Open your IVR and go to Options (or IVR Options).

2. Add each option and destination. Examples:

   • Option: 1 → Destination: Sales (Ex: Extension 101 / Sales Ring Group / Voicemail)

   •  Option: 2 → Destination: Support (Ex: Extension 102 / Support Ring Group / Voicemail)

   • Option: 3 → Destination: Billing (Extension 103)

   • Option: 4 → Operator / Reception

3. Click Save.

4) Assign the IVR to Your Phone Number

1. Go to your Phone number selected at the top of the list  → Inbound Routes (or your inbound DID management section).

2. Under Select Action for Incoming Calls, select IVR Menu → [Name of your IVR].

3. Click Save.

5) Test the IVR

1. Call your phone number from an external phone (cell phone).

2. Confirm:

   • The greeting plays clearly

   • Each option routes correctly (1/2/3/0)

   • Timeout and invalid key behavior work as expected

⭐ Best Practices

• Keep menus short (ideally no more than 4–5 options).

• Use a clear timeout action (replay menu or route to receptionist/voicemail).

• If you have business hours, create an After-Hours IVR and route calls based on schedule.

FAQ

Q: Can I change IVR options anytime?
A: Yes. Go to Numbers→Phone Numbers, select the number that you want to update under→ Call Flow .

Q: Can an IVR option forward to an external number (cell phone)?
A: Yes, as long as your outbound routing and permissions allow it.

Q: The greeting doesn’t play—what should I check?
A: Make sure the recording is in a compatible format (recommended WAV 8kHz mono) and that it’s selected as the IVR Greeting.

_______________________________________________________________________________________________________

Need help?

Our support team can help with payment method questions:

• Call us: (833) 966-4835
• Email: info@zonitel.com
• Text/WhatsApp: (833) 966-4835
• Live Chat: Available through your account portal

We're here to help you manage your payments securely and efficiently.