How to configure an IVR menu for inbound VoIP calls in AMS+

Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.

This article explains how to create, assign, and delete an IVR (Interactive Voice Response) menu in AMS+. An IVR menu acts as a virtual receptionist, allowing callers to navigate a menu and be routed to the appropriate user, ring group, or voicemail box using keypad inputs.

Requirements

• Your agency's AMS+ account must be subscribed to the Elevate package.
• You must be logged into AMS+ as an Agency User.
• You must be assigned to a Security Group with the Manage Users permission.
• You must have at least one voice recording created or uploaded in My Agency Settings > Phone Dialer & Call Queues > Greetings & Recordings. Learn more.
• You must have at least one voicemail box in My Agency Settings > Phone Dialer & Call Queues > Voicemail Boxes. Learn more.
• To add extensions for teams or departments, you must have at least one ring group set up in My Agency Settings > Phone Dialer & Call Queues > Ring Groups. Learn more.

In this article

• About IVR menus
• Create an IVR menu
• Assign an IVR menu to a VoIP phone number
• Edit an IVR extension
• Delete an IVR menu

About IVR menus

In AMS+, an IVR menu is an automated phone greeting that helps route callers to the appropriate destination. For example: "Press 1 to speak with an agent" or "Press 2 for billing questions." IVR menus help callers reach the right person or department more efficiently.

When you set up an IVR menu, you create extensions. For each extension, you can assign:

• A user or ring group and a voicemail box, or
• A voicemail box only.

How calls are handled

When a caller dials an AMS+ VoIP phone number assigned to an IVR menu:

1. The IVR greeting plays and prompts the caller to select an extension.
2. Based on the selected extension:
   • If the extension routes directly to a voicemail box:
   • The voicemail greeting for that box plays and the caller can leave a message.
   • If the extension routes to a user or ring group:
     • The Phone Dialer rings for the assigned users, provided they have the dialer interface open.
     • If the call is answered, the conversation begins.
     • If the call is not answered, the call routes to the voicemail box assigned to that extension.

If no extension selection is made, the IVR welcome message will replay up to three times. If the caller still does not make a selection, the call is routed to the voicemail box assigned to the phone number.

Create an IVR menu

Go to My Agency Settings.

Find and open the Phone Dialer & Call Queues setting.

Navigate to the IVRs tab.

In the Create IVR Menu section, name the new IVR and assign a voicemail recording.

• Enter a name for the IVR menu.
  • Assign a voicemail recording for the IVR greeting. Example greeting:
  • "Thanks for calling Best Insurance Ever, Chicago, Illinois. For Steve, press 1. For Buster, press 2. For Missy, press 3. For all available agents, press 4."

Select the Add IVR Menu button.

Select the Edit button next to the IVR menu.

In the Extensions section, assign extension numbers to voicemail boxes, users, and ring groups you want to include.

Here's an example of an IVR menu with extensions:

• Extension 1: User or ring group with a voicemail box
• Extension 2: Voicemail box only

Assign an IVR menu to a VoIP phone number

After creating an IVR menu, you must assign it to a VoIP phone number.

Go to My Agency Settings > Phone Dialer & Call Queues > Phone Numbers.

In the Options column, select the three-dot menu (…) in the row of the phone number you want to configure, then the Edit button.

In the Welcome Message dropdown, select your IVR menu.

All IVR menus begin with the label "IVR Menu".

Select the Save Information button.

Inbound calls to this phone number are now routed through the IVR menu.

Edit an IVR extension

Go to My Agency Settings > Phone Dialer & Call Queues > IVRs.

Select the Edit button next to the IVR menu you want to update.

Find the extension you want to modify and select Edit next to it.

Update the necessary fields, such as the extension, destination, or voicemail box.

Select Save to apply your changes.

Delete an IVR menu

When an IVR menu is deleted, it is automatically removed from the Welcome Message field on any VoIP phone numbers where it was assigned.

Before deleting an IVR menu:

• Verify that it is not currently in use.
• If it is assigned to a phone number, update the Welcome Message first to avoid service interruptions.

To delete an IVR menu:

Go to My Agency Settings > Phone Dialer & Call Queues > IVRs.

Select the Delete button next to the IVR menu you want to remove.

Confirm the deletion when prompted.

Legacy components

The following content applies only to accounts still using Sales Records. If you're unsure whether this applies to you, check your subscription package on the Subscription page. Accounts on Enhanced Records will show a package type that includes "+ Enhanced Records" (e.g., Accelerate + Enhanced Records). If your package does not include "+ Enhanced Records," this section applies to you.

Legacy components in this section:

• Sales Enablement Visible permission — accounts using Sales Records

Sales Enablement Visible permission

To access Phone Dialer & Call Queues settings, you must be assigned to a Security Group with the Sales Enablement Visible permission in addition to Manage Users.