> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://support.calilio.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # How to Set Up Interactive Voice Response (IVR)? # How to Set Up Interactive Voice Response (IVR)? ${youtube}[IVR](uz3Srdhfnc8) | Interactive Voice Response (IVR) systems are vital for businesses looking to improve customer service and streamline call management. By automating responses and guiding callers through a structured menu, IVR enhances communication efficiency. Setting up an IVR system can seem complex, but with the right steps, you can create an effective solution that meets your business needs. ### What Is an IVR Phone Tree? An IVR phone tree is an automated system that uses voice prompts and keypad inputs to guide callers through a menu. It helps direct calls to the right department or provide specific information without needing a live operator. ###### Benefits of IVR * **Reduces Wait Times:** IVR systems handle multiple calls simultaneously, minimizing the time customers spend waiting for assistance. * **Automates Routing:** Calls are directed to the appropriate department based on the caller's input, ensuring inquiries are addressed quickly and accurately. * **Helps in Data Collection:** IVR systems can be used to gather valuable data on customer preferences, behavior, and call patterns. It can be helpful for to refining services and marketing strategies. * **Consistency in Customer Service: **IVR systems provide standardized responses, ensuring that all customers receive the same level of service and information. This consistency helps build trust and reliability. ### How Does an Automated Phone Menu Work? Callers hear a pre-recorded message (greetings) with menu options. Then, callers press numbers on their keypad, which the system detects using DTMF (Dual-Tone Multi-Frequency). Based on the input, the system routes the call to the appropriate department or individual. ### How to Set Up IVR in Calilio? ||| 💡Disclaimer: Ensure the phone number is assigned to all relevant team members before setting up the IVR system. **Step 1:** First, **sign in to your Calilio account** using your registered credentials. If you haven't registered yet, you need to [create an account.](https://calilio.crisp.help/en/article/how-to-sign-up-and-create-a-new-account-on-calilio-48gmmz/) ![sign in](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_1wvbs4c.png) **Step 2:** Go to the **“Numbers”** section of your navbar. ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_16ma03m.png) **Step 3:** Hover on the number you want to enable IVR. Three dots will appear. ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_e422wp.png) **Step 4:** Click on three dots and select the **“Number Setting”** options. ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_1hh17hf.png) **Step 5: **You can see the option of **“Call Strategy.”** Toggle on the call call strategy to enable IVR. ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_1dgu6bf.png) **Step 6:** After enabling the IVR option, you have three options. Select the IVR. ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_s5c2c3.png) **Step 7: **Once you select the IVR options, you can see the three categories: * As soon as call starts, * Upon dialing an invalid number, * When the call timeout. **Step 7.1:** In the **“As soon as starts”** option, you can find two options: Text (default message) and Audio (call recording). ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_1w0ql2i.png) | If you choose the **Text **option, all your customized written messages will be converted to audio (generated by AI). When a call is received, the caller will hear the AI-generated audio of your message. Here is a sample of a customized message: * Press 1 for Olivia Rhyme * Press 2 for Phoenix Baker * Press 4 for Lana Steiner * Press 7 for Demi Wilkinson ###### If you choose **Audio **options, you can record audio in your own personal voice. * If you choose to upload your own message, it will replace the default text-to-speech message. * To upload your own recording, click on the **“Upload”** button and select your audio file. ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_1gdbx72.png) **Step 7.2:** The **“Upon dialing an invalid number”** option means that when a caller dials a wrong input that is not in the list (say 5), a pre-recorded audio will play. In other terms, it handles scenarios where callers dial an invalid extension. ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_d6mvaq.png) Here, you can also select between Text and Audio, which work the same as the above. | If you select text, all your customized written text will be converted into AI-generated audio, while in audio, you can record messages with your own voice. Here is a sample of a customized message: Please note, this number is not valid. * Press 1 for Olivia Rhyme * Press 2 for Phoenix Baker * Press 4 for Lana Steiner * Press 7 for Demi Wilkinson” **Step 7.3:** In **“When the call timeout,”** a follow-up message can be played if the caller does not make a selection (or press the extension number) within the allotted time period. This message will repeat after 20 seconds if no selection is made. ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_1tkn5d6.png) | Here is a message sample: “Please make a selection. If no choice is made, the call will be disconnected. **Step 8: **Assign an extension to each team members. For configuring extensions, specify which extension number will be forwarded to which team members in a given dialog box. This ensures that calls are directed to the appropriate person based on the caller’s selection. For instance, * Press 1 for John * Press 2 for David * Press 4 for Richard * Press 7 for Demin ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_1kwsnv.png) | In case, if the assigned person does not answer the call, you can either end the call by selecting **“Dismiss the call”** or enable the “Forward to Voicemail” option. Unanswered Calls: Forward to Voicemail: Enable voicemail forwarding by toggling the **“Voicemail”** option. Make sure voicemail is set up. ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_1bxjabd.png) Dismiss Call: If you prefer to dismiss unanswered calls, select the **“Dismiss” **option. **Step 9:** Lastly, click on the **“Save Changes”** option to save your IVR settings. ![](https://storage.crisp.chat/users/helpdesk/website/e48b9f777e0c8800/image_158tn9c.png) || Need Assistance? Feel free to contact us via: Email Support: For further help, email support@calilio.com Live Chat: Access the live chat feature in the app, which is available 24/7.