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Question

Setting up IVR Menu

  • November 5, 2025
  • 3 replies
  • 30 views
B

Hi,

I am trying to setup an IVR Menu for the virtual receptionist.  The caller gets greeted and then they can have the option to get routed to the directory, the directions menu, dial the extension, or dial 0 for operator.  I am having issues trying to setup the directions menu.  There are 3 options the caller can choose from, If they are coming from the Madison area, press 1, if they are coming from the Chicago area, press 2, and if they are coming from the Green Bay area, press 3.  Then when they choose a location, they have the option between picking from 2 different warehouses. If going to 2880 N 112th St Location, Press 1.  If going to the 1300 or 1290 Glenview Place Location, press 2.  Then once they choose a warehouse, the next prompt will give them the directions.  Can anyone give me a step by step instruction on how to set this up?  I tried and it gets stuck on 2 and will only give me directions from the Chicago area, then it will only give me the 1300 or 1290 Glenview Place location.  Then it will go back to the directions menu and start over without giving me directions.  I am not sure what I am doing wrong

    3 replies

    Mary-Community_Moderator
    Community Manager
    Forum|alt.badge.img+1

    Hi ​@bramthun, Thanks for the clear description. Have you already reached out to Support? If not, I recommend doing that first: Support can walk you through the step-by-step setup and do a live walkthrough, since the virtual receptionist / IVR setup can be complicated and often requires workarounds.

    Submit a case here: https://support.ringcentral.com/new-case.html

    Joe Cache
    Forum|alt.badge.img
    • Joe Cache
    • Genius
    • 180 replies
    • November 7, 2025

    Hi - for a structure like this to work, you have to think ‘backwards’ - what I mean by that is that you have to have all the message extensions created first (all the various endpoint exts) - then the mid-level IVR choices, and then the top level.

    On the mid-level you said that you couldn’t get past a point.  Look to the bottom of the Key Presses screen:
     

     

    Make sure that you give the caller a path to jump back/get out.

    Once you have all the extensions made, and the mid-level IVR, then it should flow something like this:

    Top  level - press 1 for city A - goes to the mid-level IVR - press 1 for specific location --> to then the extension of the message only.

    BUT! If you wanted more control over the final extension - make it a mobile user, and you can still make its incoming message about the address/directions - but then you can specifiy what to do afterwards:

     

     

    Hope this helps.  Let us know!

     

     

    Mary-Community_Moderator
    Community Manager
    Forum|alt.badge.img+1

    Hi - for a structure like this to work, you have to think ‘backwards’ - what I mean by that is that you have to have all the message extensions created first (all the various endpoint exts) - then the mid-level IVR choices, and then the top level.

    On the mid-level you said that you couldn’t get past a point.  Look to the bottom of the Key Presses screen:
     

     

    Make sure that you give the caller a path to jump back/get out.

    Once you have all the extensions made, and the mid-level IVR, then it should flow something like this:

    Top  level - press 1 for city A - goes to the mid-level IVR - press 1 for specific location --> to then the extension of the message only.

    BUT! If you wanted more control over the final extension - make it a mobile user, and you can still make its incoming message about the address/directions - but then you can specifiy what to do afterwards:

     

     

    Hope this helps.  Let us know!

     

     

    Thanks, ​@Joe Cache! You’re a GENIUS!


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