Add multiple IVRs or call menus - How do I?

Owned by Kelli Higdon
Last updated: Jul 02, 2024
2 min read

If your PBXtra supports multiple companies and each company needs to appear to the customer as an independent entity, you can create multiple sub-menus (one per company) and then forward callers from the Main menu into each sub-menu as appropriate*.

 

First, you need to setup your sub-menus.

  1. Click on AutoAnswer --> sub-menus

  2. Create a new sub-menu for each company the PBXtra serves.  Fonality recommends naming each sub-menu after the company's name

  3. Click one of the new sub-menus that you just created

  4. Add Call Sequence Steps to your new sub-menu.  For assistance setting up a call menu, please read Edit the Main call menu - how do I?

  5. Click "Apply All Changes" when you are finished

  6. Repeat steps 3 - 5 for each company's "Main" menu

 

Second, you need to add a "Route by Number Dialed" step into the Main call menu

  1. Click AutoAnswer --> edit call menu

  2. Under the Add New Sequence section, select "After Step: 0, add new step: Go to ext/submenu by number dialed"

  3. Click "Apply All Changes"

  4. The Admin Panel refreshes and your new sequence appears as step #1 immediately after "Answer the incoming call"

  5. From the first drop-down menu within this new sequence, select one of the sub-menus you created for one of the companies the PBXtra serves

  6. From the second drop-down menu within this new sequence, select the main telephone number for the company.  If no phone numbers appear in the drop-down, you will need to add them to your system.  Read ADD A PHONE NUMBER CHANGE ME for assistance adding DIDs (phone numbers) to your PBXtra

  7. Click "Apply All Changes"

  8. Repeat steps 1 - 7 for each individual company

 

Success!  Whenever a caller dials the main number for one of the companies served by the PBXtra , the Main menu answers the call, checks the number the caller dialed, and routes the caller into the appropriate sub-menu.  As far as the caller is concerned, the first thing they hear is the main greeting for the company they were trying to contact!

 

*requires Professional Edition or Call Center Edition

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