A call menu, also known as an Interactive Voice Response (IVR) system or auto attendant, is a technology that allows incoming callers to navigate a phone system before talking to a human operator.
When a caller reaches a business, they might hear a recorded voice that says something like, "Press 1 for Sales, Press 2 for Support, Press 3 for Billing," etc. This is the call menu. Depending on what number the caller presses, they are directed to the appropriate department or individual within the company.
Call menus are commonly used in businesses to streamline the process of handling incoming calls and ensure that callers are directed to the person or department best equipped to assist them. They can also provide basic information like business hours or address details, allowing for customer self-service and reducing the need for human intervention.
To set up a call menu in UpCentral, expand the "Company Number" option on the left navigation menu and click on "Call Menus"
Click on the + button and enter a Name for the call menu you're creating.
Next you have the option to select an existing media, record/upload a new media or use the text to speech feature to create a greeting/message you want to play to callers when they enter this call menu.
Finally, set up the options that are available to callers for this call menu when they press on the key on their phone.
In the example below: If the caller presses 1 on the keypad, UpCentral will send the caller to the Support Call Queue to be connected to a team member handling calls or the support queue. When the call presses 2 on the keypad, the caller will be connected to a team member named "John Doe".
