IVR: Menu Step
🔍 Overview
The Menu Step is an interactive decision point in the IVR call flow, presenting callers with audio-prompted options and routing calls based on their keypad input.
Example: A welcome message like "For sales, press 1; for support, press 2" directs callers to the appropriate department.
⚙️ Menu Step Configurations
#️⃣ Number of Digits
Specifies the exact number of digits expected from the caller. The IVR auto-proceeds after receiving the set number.
Example: For "Press 1 for Sales," set Number of Digits = 1; for "Press 30 for Support," set Number of Digits = 2.
🔢 Keypress Configuration
Keypress: The digit(s) the caller enters to decide which flow to go with like the (e.g., 1, 2). Use "Add more keypress" to include additional options.
Label: A descriptive route name that will appear in the canvas (e.g., "Sales") for clarity in the IVR canvas.
Route: The next IVR step for the keypress (e.g., "Sales_Queue").
Example: Map Digit 1 to "Sales Team Queue," Digit 2 to "Support Menu."
📌 Enable Default Action
When toggled on, it routes the callers to a fixed next step, bypassing keypress mappings and disabling Keypress configurations. Think of it like a menu step with one next step action only, so if the callers click on any button, they will be redirected to the same next step.
Example: Use for collecting data like phone numbers without routing to multiple paths.
Tip: Configure the default next step in the "Next Steps" section.
✅ Finish Key
Defines a key (e.g., # or *) that signals the IVR to process the input immediately, ideal for multi-digit entries like account number, or order ID.
Example: For "Enter your order ID and press #," set Finish Key = #.
Tip: This is commonly used when the default action toggle is enabled
Note: Enabling the Finish Key toggle disables the Number of Digits setting, as the IVR waits for the finish key input to proceed
🎵 Sound Files
Menu Files: The audio prompt listing options (e.g., "Press 1 for Sales, press 2 for Support").
Options: Select from the library or upload a new file
Example: "Welcome! For sales, press 1; for support, press 2."
Invalid Entry File: Played when an unmapped key is pressed (e.g., pressing 9 in a 1-3 menu).
Options: Select from the library or upload a new .wav file.
Example: "Sorry, that option is invalid. Please try again."
Note: If no Invalid Entry File is set, the IVR triggers the "Invalid Entry Next Step" without audio.
⏩ Next Steps
Timeout (Seconds): Duration the IVR waits for input before triggering the "No Input Next Step."
Example: A 10-second timeout repeats the menu or routes to the support team.No Input Next Step: Next step to be triggered if no input is received within the timeout period.
Invalid Entry Next Step: Next step to be triggered after the caller enters invalid inputs (entries that don’t map with the configured keypress entries)
Default Next Step: Next step to be triggered when the "Enable Default Action" toggle is on.
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