How do I set up a multi-level voice menu (IVR)?

Set up a multi-level voice menu (IVR) in sipgate – guide callers through multiple selection levels.

You can connect multiple voice menus so that callers are automatically routed through different selection levels — e.g. by location or reason for calling.

example

• Key 1: connects to the Frankfurt branch → there: 1 = Opening hours, 2 = Customer support

• Key 2: connects to the Hamburg branch → there: 1 = Opening hours, 2 = Customer support

Step-by-step guide

1. Create the main voice menu

• Create a new voice menu, e.g. "IVR Central".

• An phone number assign.

• Example announcement: "For Frankfurt, press 1. For Hamburg, press 2."

2. Create the voice menu for Frankfurt

• New voice menu "IVR Frankfurt" create.

• Example announcement: "Press 1 for our opening hours. Press 2 for support."

• Key 1 → store announcement (opening hours).

• Key 2 → forward to the group Customer support Frankfurt.

3. Create the voice menu for Hamburg

• New voice menu "IVR Hamburg" create.

• Same structure as in Frankfurt (1 = opening hours, 2 = customer support).

4. Link the menus together

• Open the main voice menu (IVR Central).

• Link:

  • Key 1 → IVR Frankfurt

  • Key 2 → IVR Hamburg

Tip: Test all selection paths with a call to ensure that each key forwards correctly and the announcements are played.