IVR Builder Guide

IVR (Interactive Voice Response) lets you build automated phone menus that callers navigate using their keypad. ICTContact’s IVR Builder lets you create multi-level menus, routing rules, voicemail boxes, and queue integrations — all without writing code.

ICTContact IVR Builder showing list of IVR menus with edit options — IVR module — manage all your IVR menus from one screen

What You Can Build with IVR

Main greeting menus (“Press 1 for Sales, Press 2 for Support…”)
After-hours messages that play when agents are offline
Technical support queues with hold music
Voicemail collection and callback requests
Multi-language menus

Creating a New IVR

Go to Messages > IVR
Click New IVR (top right)
Enter a name and description for the IVR
Use the visual designer to add nodes: Play Message, Get Input, Transfer to Agent, Transfer to Queue, Voicemail, Hang Up
Connect nodes by dragging arrows between them
Click Save when done

IVR Node Types

Node Type	What It Does
Play Message	Plays a pre-recorded audio file to the caller
Get Input	Waits for caller to press a key (1-9, *, #)
Transfer to Agent	Routes call directly to a specific agent extension
Transfer to Queue	Places caller in an agent queue with hold music
Voicemail	Records caller message and sends email notification
Hang Up	Ends the call gracefully
Go To	Loops back to another node (useful for “press 0 to repeat”)

Attaching an IVR to a Campaign

Once saved, attach your IVR to an inbound campaign or DID:

Go to Administration > Gateways and open your trunk
Or go to Campaigns Management and open an inbound campaign
In the campaign settings, set the IVR field to your new IVR
Save the campaign

Tips for Effective IVR Design

Keep menus to 3-4 options maximum — more choices cause caller abandonment
Always include an option to reach a live agent (usually Press 0)
Keep greeting messages under 20 seconds
Test every path before going live — use the demo extension to call in
Upload recordings in WAV format (8kHz, 16-bit, mono) for best quality