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# Why Is My IVR Not Working in Calilio?

If your IVR is not working in Calilio, the cause is usually one of four things: Phone Menu (IVR) is off for that number, the page was left without clicking Save, a menu option has no key or no member, or the greeting has no audio. Work through the checks in that order.

## Step 1: Check that Phone Menu (IVR) is on for that number

* Click Settings, then Number Settings in the row menu of the number on My Numbers.
* The end of the Phone Menu (IVR) row reads Disabled or Enabled.
* If it reads Disabled, open the row with the settings icon at its end and turn on Configure Phone Menu (IVR).
![](https://storage.crisp.chat/users/helpdesk/website/-/e/4/8/b/e48b9f777e0c8800/image_1c083me.png)
*The end of the Phone Menu (IVR) row shows whether the menu is on for this number.*

## Step 2: Check that you saved the phone menu

* Nothing on this page applies until you click Save at the bottom right.
* Leaving the page, or clicking Cancel, discards what you changed.
* Reopen the page after saving: what you see when it loads is what callers get.
![](https://storage.crisp.chat/users/helpdesk/website/-/e/4/8/b/e48b9f777e0c8800/image_1dtz37v.png)
*Click Save at the foot of the page, or the menu is not applied.*

## Step 3: Check that every menu option has a key and a member

* Open Add Menu Options and read each SET OPTION block.
* When Pressed holds the key the caller presses, and Members holds the person that key reaches. Members is required.
* An option with an empty field routes nobody, so fill in both fields before you save.
![](https://storage.crisp.chat/users/helpdesk/website/-/e/4/8/b/e48b9f777e0c8800/image_1a3zwu6.png)
*Check that each SET OPTION block has both a key and a member.*

## Step 4: Check that your greeting has audio

* Open Add a Greeting and look at the Greeting Type you chose.
* With TEXT, type the message and click Generate Audio. The button stays unavailable while the box is empty.
* With AUDIO, check that a file is on the box rather than the words Drop your audio here, or browse.
![](https://storage.crisp.chat/users/helpdesk/website/-/e/4/8/b/e48b9f777e0c8800/image_g3floj.png)
*With TEXT, click Generate Audio after you type the message.*

## Step 5: Check that you are testing the right number

* Number Settings covers one number, so a menu on one number does nothing for another.
* Call the number whose Phone Menu (IVR) row reads Enabled.
* If you built the menu as a call setting instead, check that the call setting is assigned to a number group that holds this number.
![](https://storage.crisp.chat/users/helpdesk/website/-/e/4/8/b/e48b9f777e0c8800/image_12sc1qi.png)
*Check which number you set the menu up on under Settings, then My Numbers.*

## What if callers still do not reach the menu?

If callers still do not reach the menu after these checks, another call-handling feature on the same number may be answering first. Business Hours, After Hours Settings, Greeting Message, and Call Forwarding all sit in the same panel and all act on an incoming call, so turn off the ones you do not need and test again.

## Why does a caller reach voicemail instead of the member?

When Unanswered on that menu option decides where the call goes when the member does not pick up, and it opens on Forward to Voicemail. Open the option and change it to Dismiss or Go Back To Main Menu if voicemail is not what you want.

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## Contact Calilio support

If callers still do not reach your menu, contact our support team with the business number, the key you pressed, the member it should reach, and the date and time with your timezone.

||| For your security, do not share passwords or payment card details.

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## Related articles

## References

|  |  |
| ---- | ---- |
| How to set up an IVR phone menu in Calilio | [__click here__](https://support.calilio.com/en/article/how-to-set-up-interactive-voice-response-ivr-kipg7a/) |
| How to set up voicemail in Calilio | [__click here__](https://support.calilio.com/en/article/how-to-set-up-voicemail-on-calilio-16kcahd/) |
| How to set up business hours in Calilio | [__click here__](https://support.calilio.com/en/article/how-to-set-up-business-hours-in-calilio-unbro7/) |
| How to set up call forwarding in Calilio | [__click here__](https://support.calilio.com/en/article/how-to-set-up-call-forwarding-on-calilio-4g3c5f/) |
| Raise a support ticket in Calilio | [__click here__](https://support.calilio.com/en/article/how-to-raise-a-support-ticket-in-calilio-kyg6z/) |