Route incoming calls with IVR (Talk Advanced) Follow

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With multi-level interactive voice response (IVR), or phone trees, route customers to the right agent or department and provide recorded responses for frequently asked questions.

If you use Talk Basic, you don't have access to IVR but can route calls using group routing. For details, see Routing incoming calls to groups of agents. Customers on Zendesk Support's Essential plan do not have access to group routing or IVR.

 

Create a menu with options callers can choose through keypresses. You can build a simple phone tree with one level or, if you have a complex support team structure, layer multiple menu levels together.

Recording an IVR greeting

Each IVR menu requires at least one IVR greeting listing the options and corresponding keypresses. If your IVR menu will be complex with multiple levels and options, you might want to come back to this step after you've built out your menu (see Creating an IVR menu).

To record a personalized IVR greeting and prompts

Creating an IVR menu

The way you structure your IVR menu determines how callers are routed and what options they hear.

To create a new menu
  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Select the IVR tab.
  3. Click add menu.
  4. In the Settings tab, enter a name for the menu.
  5. Select the Menu Levels tab.
  6. The first menu level, Main menu, is already created for you. If you want additional, secondary menu levels that callers can reach from the main menu, click add level.
  7. Click on the name of a menu level to edit it.
  8. Optionally, enter a custom name.
  9. Select an IVR greeting from the drop-down menu. Note that only greetings of the type IVR will be available.

  10. Click Add Route to add a new menu option.

  11. Select an available keypress number.
  12. Select an optional greeting which will be played to the caller before they take action on the call. Note that this greeting must be of the type IVR.
  13. Select one of the following actions:
    • Voicemail: Routes the call to the number's voicemail. Keep in mind that if you haven't selected a greeting in the field above, no greeting will play (just the beep and straight to recording). When you select a voicemail action, you'll also be prompted to enter a group that voicemail tickets will be associated with.
    • Group: Allows you to select a group of agents to route the call to. When you select the group action type, you'll also be prompted to enter the group calls will be routed to. For more information about managing groups, see Creating, managing, and using groups.
    • Number: Routes the call directly to the specified number. When you select this action type, you'll also be prompted to enter the number to route calls to.
    • IVR Menu: Routes the call to another menu level within the same IVR menu. For example, you might want callers to press 1 for VIP support from the main menu, then be directed to another menu with options for VIP billing, VIP sales, etc. When you select the IVR menu action type, you'll also be prompted to select an IVR menu that calls will be routed to.
  14. Select a Group
  15. Click Save.
  16. Repeat steps 10-15 to add additional routes.
  17. Click Save to save the IVR menu.

Assigning an IVR menu to a number

Once you've built your IVR menu, assign it to a number.

To enable IVR for a number
  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Click on the number you want to edit.
  3. Select the Routing tab.
  4. Toggle the Enable IVR? field to on.
  5. Select the IVR menu you want to use from the drop-down list.
  6. Click Save changes.
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Comments

  • 1

    A few questions related to this: 

    1. What happens when a caller moves to a secondary IVR menu that routes to a group and no one from that group is available? When no one is available at all? (e.g. after hours)

    2.. Can I set a custom voicemail message for a particular IVR menu? Or is there only once standard voice mail message that callers get routed to regardless of what menu of the tree they are in? 

    3. How do you recommend testing out your phone system to ensure it works properly? I'm an existing "talk" customer so I'm not sure how best to trial the IVR prior to releasing it to my customers. This is something that I think fairly obviously, most people would want to do. 

    Thanks!

    P.S. This article references a video, "watch the following video", I don't see one linked anywhere. 

    Edited by Matt Flowitt
  • 0

    I have the same questions as Matt. 

    Also, is there an option to route calls to a different number, if the queue reaches its max?

    Could we receive a response for this? 

     

     

  • 0

    Bump!!! Same!

  • 0

    Hey Bobby and David, 

    I did end up putting these questions to a support agent who kindly spoke to a product champ to help me out. 

    Here are the answers I was provided: 

     

    1. What happens when a caller moves to a secondary IVR menu that routes to a group and no one from that group is available? When no one is available at all? (e.g. after hours)

    If you have a secondary IVR setup (this is done through adding another number), the call will go through the first, and go through the second. If no one on the second IVR answers, the call will go to voicemail. 

    2.. Can I set a custom voicemail message for a particular IVR menu? Or is there only once standard voice mail message that callers get routed to regardless of what menu of the tree they are in? 

    You may set a custom voicemail for each IVR option. The catch here is you'll need to set the type as "IVR Greeting" in order to use it for your IVR when you're saving the greeting. You may only have one voicemail option for each IVR number. 

    3. How do you recommend testing out your phone system to ensure it works properly? I'm an existing "talk" customer so I'm not sure how best to trial the IVR prior to releasing it to my customers. This is something that I think fairly obviously, most people would want to do. 

    To test this, you could add another line to your account temporarily. An additional line is only $1 and you could cancel it once your testing completed. This would be a great way to keep your testing separate from your 'live' numbers. 

     

    Hope this helps! 

    Matt

  • 0

    Matt,

    Thank you very much for taking some time to share the suggestions you got.  Some follow up on each point:

    #1.  Glad to know I can split like this.  It's how I was set up but both were going to the same voicemail message.

    #2.  Sales part of the problem for #1 in that at least I can have two different end points... one for each and a custom message for each.  That's good.

    My follow question is that for 1 IVR I want to go to VM after hours (good there) for the second one I want to forward to an outside number.  This is the tough nut to solve for.  Any suggestions.

    I will set up a test and see if I can create as you described and make any other breakthroughs.

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