Overview
Each IVR menu can have up to 10 keypad options (digits 0-9). When a caller presses a key, the call is routed to the assigned destination.
Keypad Configuration
For each key, you can route to:
| Destination Type | Description |
|---|---|
| Extension | Ring a specific phone |
| Queue | Enter a call distribution queue |
| IVR | Go to another IVR menu (nested) |
| Announcement | Play a message |
| Voicemail | Go to voicemail |
| External Number | Transfer to external number |
Timeout & Invalid Input
- Timeout — If the caller doesn't press any key within the timeout period, the system can replay the menu, route to a default destination, or hang up
- Invalid Input — If the caller presses an unassigned key, the system can replay the menu or route to a fallback destination
- Max Failures — After this many invalid attempts, route to fallback (typically operator)
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