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IVR Menus

Give callers a clear phone menu that sends each enquiry to the right team or destination.

In the CRM: Voice Features → Phone System → Applications → IVR Menus

Welcome callers and help them choose

An IVR is a phone menu: the caller hears a greeting and presses a number to choose where the call goes. For example, “Press 1 for a new estimate, 2 for an existing appointment, or 3 to leave a message.”

Use it when a single business number serves several purposes. A clear menu helps a marketing enquiry reach sales while existing customers can reach the team that handles their appointment.

An unsaved welcome-menu example. Select your prepared audio greetings from Recordings. Select the image to enlarge it.

Create the welcome menu

  1. Open Voice Features → Phone System → Applications → IVR Menus and choose Add.
  2. Enter a Name and an unused internal Extension for the menu.
  3. Choose a Parent Menu if this is a submenu of another phone menu.
  4. Select the Language used by the menu. Choose Greet Long for the first welcome and Greet Short for callers returning to the menu.
  5. Add the numbered Options and their destinations, then review Timeout and Exit Action.
  6. Keep the menu Enabled, add a useful Description and choose Save.

Connect each key with a destination

Enter the key the caller presses in Option. Choose the matching Destination, review the Order and add a Description that explains the option to your team. Enable the options you want callers to use.

A destination can be a staff extension, ring group, voicemail, another menu or another destination offered by your phone system. Use the destination that matches what the greeting promises.

Build each menu option and choose where the call goes when the menu exits. Select the image to enlarge it.

Make the greeting simple

Record the words after deciding the options, so the spoken menu and the saved destinations agree. A short greeting with a few clear choices makes the next step easier for callers.

Make the greeting simple
Example optionBusiness purpose
1 — New enquiriesReach the sales team or the configured enquiry destination.
2 — Existing appointmentsReach the person or team who can help with bookings.
3 — Leave a messageSend callers to the appropriate voicemail.

Handle callers who do not choose an option

Timeout sets how long the menu waits for input. Exit Action gives the caller a destination when the menu exits. Review the additional settings under Advanced when you need to adjust retries, direct dialing or other menu behavior.

Ring Back controls the waiting sound, and Caller ID Name Prefix can help the receiving team recognize which menu produced the call.

Put the menu behind the advertised number

  1. Open Destinations from Quick menu on the Phone System dashboard.
  2. Open the incoming business number and choose the saved IVR menu in Actions. Save the intended route.
  3. Call the public number and try each advertised option. Confirm the greeting and the receiving destination match.
  4. Use Time Conditions when the business needs a different welcome or destination after hours.

Keep the menu connected to follow-up

For a consultation offer, route new enquiries to staff or the AI enquiry route you have configured. Give the answering team the advertised service details and appointment process.

Use SMS templates for consistent follow-up and confirmations. Telnyx carries the calls and texts on the numbers you connect to Mango9, while your menu, extensions and agents organize the customer experience.