An auto-attendant answers calls automatically and presents a menu of options to the caller, directing them without a receptionist. This guide walks through creating a professional multi-level IVR.
Planning Your Menu Structure
Before building, map out your menu tree on paper: Press 1 for Sales, Press 2 for Support, Press 0 for reception. Keep it to 5 or fewer options at each level. Callers drop off with complex menus.
Creating the IVR Node
In Call Flow Designer, drag an IVR Menu node onto the canvas. Set the Timeout (how long to wait for a key press — 5 seconds recommended) and the Max Attempts (3 is standard). Upload or select your greeting audio.
Configuring Key Destinations
For each digit (0–9, *, #), drag a connecting line to the target node. Unconnected digits can be left blank — the caller will hear the menu again. Connect digit 0 to a Ring Group pointing at your reception extension.
After-Hours Routing
Wrap your IVR inside a Time Condition node. Set the open hours (e.g., Mon–Fri 08:00–17:00 AWST). The Outside Hours output connects to an after-hours voicemail or a playback node announcing your hours.
Testing Your IVR
Call your DID from a mobile. Step through each menu option. Verify the timeout sends to the correct fallback. Check that after-hours routing activates correctly by temporarily adjusting the time condition window.
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