10/15/18 23:03 PM  

IVR Menu - Add Key Press Assignments | RingCentral

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SummaryHow do I add key press assignments to an IVR Menu?
Details
This article will guide you in configuring what happens when your caller presses a key in the IVR Menu. Click on the links below to proceed.

Add a Key Press for your IVR Menu
Edit an Existing Key Press in an IVR Menu
Delete a Key Press 
Generic Key Presses (General IVR Settings)

Adding a Key Press for your IVR Menu

Step 1:

Step 2:

Go to Phone System > click Auto-Receptionist > IVR Menus and then, click on the IVR Menu that you want to configure.

Auto-Receptionist - IVR Menus

Step 3:

Select Key Press and click Add Key.

Select key press

Step 4:

A caller can press the numbers 0 to 9 in the IVR Menu. Specify where the call goes when the number indicated in Key press is selected by the caller. The choices are: 
 
• Connect to - redirects the call to an extension.
• Transfer to voicemail of - redirects the call to a selected voicemail
• Connect to Dial-by-Name directory - redirects the call to the Dial-by-name directory
• External Transfer - allows you to specify a forwarding number

Key press selection

action selection

NOTE: You can filter IVR Menus, Users or Groups for easier search.

IVR Menus

Step 5:

Click Save.

Edit an Existing Key Press in an IVR Menu

Step 1:

Step 2:

Go to Phone System > click Auto-Receptionist > IVR Menus and then, click on the IVR Menu that you want to configure.

Auto-Receptionist - IVR Menus2

Step 3:

Select Key Press, click the Key Press that you want to edit.
 
select Key Press to edit

Step 4:

Specify where the call goes when the number indicated in Key press is selected by the caller. The choices are: 
 
• Connect to - redirects the call to an extension.
• Transfer to voicemail of - redirects the call to a selected voicemail
• Connect to Dial-by-Name directory - redirects the call to the Dial-by-name directory
• External Transfer - allows you to specify a forwarding number

keypress2

action2

NOTE: You can filter IVR Menus, Users or Groups for easier search.

IVR Menus2

Step 5:

Click Save.
 

Delete a Key Press

Step 1:

Step 2:

On the Admin Portal page, click Auto-Receptionist > IVR Menus and then, click on the IVR Menu that you want to configure.

Auto-Receptionist - IVR Menus3

Step 3:

On the Call Handling tab, click the Key Press that you want to delete.
 
select Key Press 3

Step 4:

Click Delete.

delete

NOTE: You will see a Confirmation box. Click Yes.

confirm prompt

Generic Key Presses (General IVR Settings)

This section allows you to configure General Navigation Keys for your IVR Menu.

Step 1:

Step 2:

Go to Phone System > click Auto-Receptionist > IVR Menus and then, click on the IVR Menu that you want to configure.

Auto-Receptionist - IVR Menus 4

Step 3:

Select Key Press and under the Generic Key Presses section, you have two (2) options: 

Generic Key Press options
 

Use default settings

Click View Defaults to see the default settings.

NOTE: A prompt would be displayed stating that "To view default settings you will be taken to the General IVR Settings view." Click Yes if you would like to proceed.

default general ivr settings prompt

You can also modify this section for your default settings. Select among the settings below and click Save when done.

General IVR Settings
 
• When callers press # (hash/pound) or * (star/asterisk), the following actions are available:
a. Repeat menu greeting
b. Return to root menu
c. Return to previous menu
 
• If caller enters no action after the prompt played 3 times, the following actions are available:
a. Disconnect - The call will be disconnected if the caller enters no action after the prompt played 3 times.
b. Connect directly to an extension - The caller will be routed to the extension that you specified, if the caller enters no action after the prompt played three (3) times.
 
NOTE: You can click Validate Menus to know if your IVR settings contain errors with the configuration. 

Specify

The behavior of each IVR Menu can differ if you select Specify on the Generic Key Presses options on the Call Handling section of an IVR Menu.

specify IVR settings
 
• When callers press # (hash/pound) or * (star/asterisk), the following actions are available:
a. Repeat menu greeting
b. Return to root menu
c. Return to previous menu
 
• If caller enters no action after the prompt played 3 times, the following actions are available:
a. Disconnect - The call will be disconnected if the caller enters no action after the prompt played 3 times.
b. Connect directly to an extension - The caller will be routed to the extension that you specified, if the caller enters no action after the prompt played three (3) times.

Step 4:

Click Save after configuring the settings.
 
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See Also:

Multi-level IVR Overview
Setting up the Multi-level IVR 
 
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