Keypad menu choices
Assign caller options to number keys and write the text callers hear.
What your team can control.
Category destinations
Send a selection to a category with agents assigned individually or by role.
Voicemail to ticket
Route an option to voicemail and create a ticket in the selected category.
Recorded or spoken menus
Upload your menu audio or let the system read your configured options.
Confirmation and greetings
Play a confirmation after a selection and a greeting before voicemail.
Agent distribution
Choose Ring All or Longest Idle Agent First for incoming notifications.
Fallback routing
After three invalid or unanswered attempts, send the caller to a configured fallback. Without one, the call is dropped and marked Abandoned in IVR.
How it works, and common questions.
How does interactive voice response (ivr) work in HappyFox?
A caller dials your number. The caller hears the menu, either your recording or the system reading out the options. The caller presses a number key. A confirmation message plays, if you've set one. The call goes to the agents assigned to that option, or to voicemail. If the caller presses nothing or an invalid key, the call goes to the fallback option after 3 attempts. With no fallback set, the call is dropped and marked as Abandoned in IVR.
What is IVR routing?
A menu that callers hear when they dial in. They press a key to choose an option, and the call is routed based on that choice.
Can I use my own recorded menu?
Yes. Upload your own menu recording. If you do not, the system reads the configured options in a default voice.
Where can an IVR option send a call?
To a category (agents chosen individually or by role) or to voicemail.
What happens if a caller doesn't press anything or presses the wrong key?
After 3 attempts, the call is silently transferred to your fallback option. With no fallback, the call is dropped and marked as Abandoned in IVR.
What happens to a voicemail left through an IVR option?
It becomes a ticket in the category you set for that option.
How are calls offered to agents?
With Ring All, every available agent is notified at once and the first to answer takes the call. With Longest Idle Agent First, the agent idle the longest is offered the call first, then the next.