Build a phone menu visually with the menu tree builder

The menu tree builder is a second way to make a phone menu (IVR). Instead of one form, you build a list of actions that run when a call arrives, then add the keys callers can press. Use it when a menu needs steps before the choices, such as a short announcement or a pause.

Some labels in your portal or apps may look slightly different from this guide.

Before you start

Most menus don't need this. If you only want keys that lead to people, ring groups or a company directory, build your main phone menu is quicker. Create the users and ring groups your keys will point to first, and have your greeting sounds ready.

Create a tree

1. 1
   Step 1:

   Open the builder

   In the admin portal, open the IVR section and select IVR Tree in its side menu.

2. 2
   Step 2:

   Create the tree

   Select Create, then enter a name and an extension. The extension is the number people dial to reach the tree.

3. 3
   Step 3:

   Open it for editing

   Choose your new tree in the drop-down list and select Edit.

4. 4
   Step 4:

   Set the timing

   At the top, set Number of Rings for how long callers hear ringing before the tree answers. Then set the timeouts: Response Timeout and Selection Timeout for how long callers have to choose, and Digit Timeout for the pause allowed between digits.

5. 5
   Step 5:

   Save

   Select Save. Changes you haven't saved are lost, so save after each round of edits.

Add actions

Actions run in the order they're listed, as soon as a caller enters the tree. Build the opening of your menu here.

Recording and monitoring laws vary by state. If you record calls, you're responsible for giving notice and getting consent.

Add key choices

Under the actions, add one selection for each key callers can press, from 0 to 9 and the star key. Use the plus icon to add a key and Delete to remove one. For each key, pick where the call goes:

• Another tree
• A user
• A voicemail box
• A ring group
• Another phone menu
• A queue, on Contact Center Pro only

There are two more entries for callers who don't follow the menu. Invalid Selection plays a sound when someone presses a key you haven't set. Timeout Selection decides what happens when they press nothing. Its first field may be labeled as a sound file even though it asks for a destination, so check what it offers on your screen.

If you want callers to dial a user directly from the tree, turn on Local dialling. Raising the response and digit timeouts helps when you do.

Keep a tree for use inside other menus

Direct Access controls whether callers can dial the tree itself. Ticking it makes the tree reachable only from another menu, though the label can read the other way around. Save, then dial the tree's extension from your desk phone to see which way it behaves on your account.

Check your work

Select IVR Tree Graph in the same side menu to see a read only diagram of the tree you built. It's the fastest way to spot a key that goes nowhere.

Then call the tree and press every key. To have a phone number ring the tree, ask CallSprout support to point the number at it. See change where a phone number rings. A key in another phone menu can send callers to the tree too.

Remove a tree

Select Delete in the editor. Before you do, make sure no phone number or menu key still points to the tree, or those callers will hit a dead end.