Creating a Menu Node

The following describes the basics of setting up Menu nodes within a bespoke IVR. This type of node will play a series of audio prompts to incoming callers, inviting them to press a key to choose a path for their call to follow. By default, if the caller does not make a selection the menu will repeat its message three times before hanging up the call.

Implementation

1. If the intended IVR service has not already been created, do this now.

2. Access the configuration page for the intended IVR.
   Accessing an IVR's configuration page...

   1. Access the list of services for the intended customer.
      How do I view a list of services for a specific customer?

      1. Access the details page for the intended customer.

         How do I access the details of a specific customer?

         1. Type the customer’s name into the search field at the top of any page.
         2. Click the intended customer in the search results. This opens the Customer Details page.

      2. Select the Services tab.

   2. Locate the intended IVR service and click its Configure link. This will open a new page.

3. If the IVR does not already contain any nodes, we recommend adding a path selection node to it first. This lets you create a number of branching paths, then place your new node on one of those paths.

4. Click the Config link for the path where you want your menu to occur.
5. Use the option on the right-hand side of the page to change the node type to Menu.
6. Click Update. This will refresh the page, and display options relevant to the chosen type of node.
7. Give the menu a suitable Name.
8. Choose a suitable price list for the node, if different to the default one for this service.

9. Scroll down to the Menu Prompts section.
10. To create the audio sequence that will guide callers through the menu, assign up to eight prompts using the list provided.
    How do I assign an audio prompt?

    When assigning a prompt to an IVR node, you can either use an existing one or create a new one (without leaving the current screen):

    Method	Description
    Assign an existing prompt...	Click the Choose button, then select an existing audio prompt from the resulting list. You can filter the list by typing some or all of the prompt’s description in the field above.
    Create a new prompt and assign It...	Click the New button, specify a Recording Name and, optionally, a Category. Then do one of the following: If you aren’t ready to upload a file yet, you can click Make to create a ‘blank’ prompt that you will update later. To assign an emulated text-to-voice clip, type the intended wording into Text To Say and click Create. To upload a file to act as the prompt now, click Choose File, select the file, then click Upload. Whichever of these options you choose, the new prompt will be added to your list and assigned to the chosen slot. New prompts won’t be fully added to the system unless you click the Save Settings button at the bottom of the page.

    Typically, a menu should have one or two prompts introducing and explaining the caller’s current situation, followed by one prompt for each of the choices available to them. The final prompt would include a pause, before indicating no response was received.

11. Scroll down to the Available Menu Options section.
12. Every new menu node is assigned four child paths by default, each corresponding with the numbers 1-4 on the caller's keypad. To add or remove paths, use the corresponding check boxes until only the ones you need are ticked.

    Once your changes are applied, nodes associated with any removed paths will be permanently deleted.

13. If you only want the message sequence to play once, meaning callers who do not make a selection will be passed down a different path, tick the No Response option at the bottom of the list.

    With this option switched off, the menu will repeat a maximum of three times.

14. Click Save Settings to confirm and apply your choices.