Here is where you enter the call flow options when following Easy-IVR wizard.
Read more about Easy-IVR wizard in the Article Contact Center - Creating IVR.

Complete the following information and click Next Step when done.

  • Prompt Description: A description of the menu prompt (you can type a transcription of the audio file).

  • Prompt Upload file: Click to upload the audio file for the menu prompt.
    Note: If you have selected more than one language in the General step, more than one Upload file link will appear so you can upload an audio file for each language you have chosen.
    Important: The audio file must be in the language you have indicated. Simple IVR will not translate the menu prompt to your selected language.

  • Menu options: The main components of your IVR. The subsection below goes into more details about how to configure the menu options.

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Menu Options

IVRs are telephony menu systems, which means you can configure any, some, or all the telephone keys. The menu options page presents all the keys that are available on the telephone keypad so you can configure the keys you want to use for your IVR.

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You can assign one of three options to each menu option: a Queue, Blind transfer, Voicemail box, or Not setup if you choose not to use the key.

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Decide which keys you want to use in your IVR, and then do the following to configure the keys.

To configure the menu keys:

  1. Pick the option you want to apply to the menu option that corresponds to the telephone key you want to configure for your IVR. Depending on the menu option you pick, proceed as follows.

    • Queue: Complete the following information.

      • Choose the queue to send the caller to upon pressing the key. If the queue you want has not been created yet (particularly if your IVR has multiple languages), click the Create link to create a new queue.

      • 1. Music: Choose the background music to play to welcome the caller. Click Play to listen to the music you have chosen.

      • 2. Prompt:
        Description:  
        A description of the prompt to be played to welcome the caller (you can type a transcription of the audio file).
        Upload file:
        Click to upload the audio file for the prompt.
        Note: If you have selected more than one language in the General step, more than one Upload file link will appear so you can upload an audio file for each language you have chosen.
        Important: The audio file must be in the language you have indicated. Simple IVR will not translate the menu prompt to your selected language.

      • 3. Music: Choose the background music to play while the caller is on hold. Click Play to listen to the music you have chosen.

      • 4. Prompt:
        Description:
         A description of the prompt to be played to place the caller on hold. You can choose to let the caller know they’re being transferred to the queue or deliver a promotional message (you can type a transcription of the audio file).
        Prompt Upload file:
        Click to upload the audio file for the on-hold prompt. 
        Note:
        If you have selected more than one language in the General step, more than one Upload file link will appear so you can upload an audio file for each language you have chosen.
        Important: The audio file must be in the language you have indicated. Simple IVR will not translate the menu prompt to your selected language.

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    • Blind Transfer: Complete the following information.

      • Choose the third-party number to send the caller to. You might need to do this if you want to transfer the caller to another call center (for example, an answering service), another IVR, or an on-call agent’s cellphone.
        Note: This is a cold transfer, and the outcome or success of the transfer is unknown.

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    • Voicemail: Complete the following information.

      • Enter the voicemail to use.

      • Prompt Description:  A description of the prompt to be played to let the caller know they’re being sent to a voicemail box (you can type a transcription of the audio file).

      • Prompt Upload file: Click to upload the audio file for the voicemail box transfer.
        Note: If you have selected more than one language in the General step, more than one Upload file link will appear so you can upload an audio file for each language you have chosen.
        Important: The audio file must be in the language you have indicated. Simple IVR will not translate the menu prompt to your selected language.

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    • Not Setup: Choose for any keys you do not want enabled for your IVR.

  2. Click Next Step when done.