Calling features

Adding and changing phone menu options

The options are the keys callers press: press 1 for sales, 2 for support. Each one sends the caller somewhere. This article is the keys. The words callers hear are in Changing your phone menu greeting (or making one with AI), and what each plan allows is in Setting up your phone menu (IVR).

Adding an option

1. Open Admin, then Main, then Menus, and open the menu.
2. Scroll to Options. The last row is empty: a Key box, a destination list and Add.
3. Type the digit callers will press.
4. Pick where it goes. The list holds every person on your account by name and extension, any department or queue you have, any other menu, and Company Directory, which lets callers dial by name.
5. Tick VM if the option should go straight to that person's voicemail instead of ringing them.
6. Click Add, then Save at the bottom right, then Apply Now in the purple bar. See My changes aren't live yet (Apply Now).

Then change the greeting to say the new option, or callers will never press it. See Changing your phone menu greeting (or making one with AI).

Removing or changing an option

Click Remove on the row, then Save and Apply Now. To change where a key goes, remove the row and add it again with the new destination. Fix the greeting at the same time.

The settings above the options

Timeout (seconds) is how long the menu waits after the greeting for a key press. Timeout destination is where the caller goes if they press nothing: a person, a department, voicemail or another menu. It has its own Save timeout destination button. Point it at whoever should pick up when a caller does nothing, so nobody is left listening to silence. Allow direct extension dialing lets a caller type an extension at any point during the greeting.

Menus inside menus

An option can open another menu: press 1 for English, 2 for French, and each language gets its own set of options. The moment one menu option opens another menu, your account moves to Pro. See Setting up your phone menu (IVR) and Why am I on Pro?.

Deleting a menu

Delete menu is at the bottom left of the menu page. Before you delete one, point any number that uses it somewhere else, under Numbers. See Setting where a number rings.

Article SL-513