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

This article explains how to create, assign, and delete an IVR (Interactive Voice Response) menu in AMS+. An IVR acts as a virtual receptionist, allowing callers to navigate a menu and be routed to the appropriate user or ring group 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 Sales Enablement Visible and Manage Users permissions.
• You must have at least one voice recording created or uploaded in My Agency Settings > Phone Dialer & Call Queues > Greetings & Recordings. Learn more.
• To add extensions for teams or departments, you must have at need at least one ring group set up in My Agency Settings > Phone Dialer & Call Queues > Ring Groups. Learn more.

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.

Create a dedicated IVR greeting, such as: “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.” See How to create voicemail recordings. See How to create voicemail recordings.

Select the Add IVR Menu button.

Select the Edit button next to the IVR menu.

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

Here’s an example of IVR menu with extensions:

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.

Deleting 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.