Guide the caller
Use greetings and keypad menus in a call flow to direct incoming conversations toward the appropriate destination.
All features
IVR & Call Queues
A clear welcome. The right next step.
Give incoming callers a path through your business. Combine a menu with queue settings that fit the way your team answers.
Incoming call
SalesSupport
Queue → Available team member
From the first ring
to the right team.
Separate the choices a caller makes from the way your team receives the call.
Organize waiting calls
Configure queues for your team, with a queue strategy, ring timeout, retry delay and waiting limits.
Allow time between calls
Set wrap-up time so your calling workflow accounts for the work that follows a conversation.
How it works
Design the path.
Then connect the number.
A clear menu starts with the few choices callers actually need.
Plan the greeting and options
Use the call-flow tools in Voice Agent Studio to build the incoming experience, including playback, keypad collection and transfers.
Set up the queue
Choose a queue strategy and tune ring time, retry delay, maximum wait and maximum callers. Add music on hold where appropriate.
Route your phone number
Connect your incoming number to the selected queue or voice-agent workflow. Review the full caller journey before putting it into use.
Keep the menu simple.
A short, purposeful menu is easier to understand than a long list of departments.
- The menu decides where
- Use the call flow to collect a caller’s choice and direct the conversation.
- The queue manages waiting
- Use queue settings to control how calls wait and how your team is offered them.
- Your team handles the conversation
- Connect the incoming workflow with your agents and review their day-to-day work in Contact Center.
A few useful
details.
Ask our teamWhere do I configure an IVR menu?+
Open Voice Agent Studio and use its call-flow tools. Keypad collection, menu choices, playback and transfers are part of the available flow controls.
Can a phone number route directly to a queue?+
Yes. Queue routing is an available incoming destination in the phone-number settings. You can also route a number to a voice-agent workflow.
Can I set limits for waiting calls?+
Queue settings include maximum wait time and maximum callers, alongside ring timeout, retry and wrap-up controls. Choose settings that match your team’s availability.
Can callers hear music while waiting?+
Queue settings include an optional music-on-hold configuration. Choose the waiting experience that fits your business.
Make the first connection count.
Plan your incoming-call experience in the IllyVoIP portal.