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VOICE MENUS

Voice Menus allow you to direct calls coming into your organization based on a selection the caller makes on their keypad. Callers will hear a recorded greeting, presenting them with menu options which, when selected, will route their call to the corresponding destination.

Administrators have full access to the voice menus for your organization using the Account Center. Locate Voice Menus in the Phone System menu and expand the heading. Here you will see options to both Manage and Create voice menus.

MANAGE VOICE MENUS

The Manage Voice Menus page will allow you to view any voice menus that are currently set up for your organization.

You can select any voice menu to make updates to your system. Simply click on the voice menu you would like to edit. This will open the editor and allow you to change your settings. There are 4 different setting tabs to be edited on this page.

For detailed explanations of each field, see the Create Voice Menus support page. All settings are thoroughly explained there.

BASIC SETTINGS

Begin by determining the basic settings for the voice menu.

"Basic" Settings include:

The Name of the voice menu
A basic Description of the voice menu's purpose
The System Recording that callers hear, providing them with the menu options
A checkbox that will Allow callers to dial extensions even if they are not included in the menu options

ADVANCED SETTINGS

Next, select the Advanced settings tab.

"Advanced" Settings include:

The Time Behavior, or how long the system should wait for the caller to make a selection
SIP Alert Info to create a distinctive ring on physical phones

INVALID SETTINGS

Next let's take a look at the settings for when a caller makes an Invalid selection.

"Invalid" Settings include:

The number of Invalid Retries when a caller dials an invalid entry
The Invalid Retry System Recording to play when a caller selects an invalid option
A checkbox to Replay the entry recording after the invalid retry recording
The Invalid System Recording to inform callers that they have reach the maximum retries before going to the invalid destination
The Invalid Destination for a call when the maximum number of retries has been reached

TIMEOUT SETTINGS

Now, click on the Timeout tab to determine settings for when a caller doesn't make a selection in a reasonable amount of time.

"Timeout" Settings include:

Select a length of time to wait before callers Timeout when they do not make a selection
The number of Timeout Retries when a caller fails to make an entry
Select the Timeout Retry System Recording to play when callers do not select an option
A checkbox to Replay the entry recording after the timeout retry recording
The Timeout System Recording to play to callers when they have failed to make a selection
The Timeout Destination for a call when the a selection has not been made

MENU DIALABLE ENTRIES

Now let's look at the portion of the screen that allows you to build your menu. Menu Dialable Entries are the options your callers will be able to select on their keypad.
For each entry, you are able to select:

the Selection, or number on the keypad, that the caller will press.
the Destination where the call will be transferred when the selection is made by the caller.

When you have made all changes to your Voice Menu, make sure the recording that callers hear when they enter the voice menu matches your selected entries. Also, double check the Visualize screen to make sure your voice menu is doing what you expect it to do.

Some changes related to your phone system's behavior, such as adding or editing voice menus, are not live immediately. Rather, the changes are "queued" and waiting to be applied. This allows you to make ALL of the necessary changes and verify that all pieces of the call flow are in place and functioning together as expected before making them live. Once you've tested your changes and are confident your system is functioning correctly, select "Apply Changes" on the left-hand menu to make your system live. A confirmation popup will open asking if you're certain you wish to apply your changes.