Build an Interactive Voice Response (IVR) tree so inbound callers can press a key to reach a campaign, department, or phone number.

Before you start

To set up Interactive Voice Response, you need:

An Admin role (Manager, Owner, or Super Admin)
The Organization the IVR belongs to
At least one Incoming Phone Number for that organization if you want to take a test call

Definitions

These terms appear when you set up Interactive Voice Response:

Term	Meaning
Prompt Mode	Whether callers hear Text To Speech or an Audio File
Option	One key-press path in the IVR (for example Campaign or Department)
Status	Active or Inactive. An IVR cannot be Active until it has at least two completed options

Steps

Follow these steps to set up Interactive Voice Response:

Go to Admin → Interactive Voice Response.
Select the plus icon to open Create IVR Tree.
Select Organization , enter Name , and set Prompt Mode * to Text To Speech or Audio File.
If you chose Text To Speech, enter Greeting Text For Your IVR Tree (greeting only — do not type “Press 1 for…” in the greeting). If you chose Audio File, upload audio after the tree is created; the file should include the greeting and all options.
Select Create.
In IVR Tree Studio, add options until you have at least two. For each option set Action to Campaign, Department, Parent, Return to Main Menu, or Redirect to Phone Number, then complete Name and the fields for that action.
Select Save on the option.
Select Modify Incoming Phone Numbers, add a number for the organization, then select Apply.
Turn Status to Active.

What success looks like

When Interactive Voice Response setup is complete, Status is Active, Phone Numbers lists at least one number, and Options shows two or more completed options. If Status will not turn on, the tooltip Unable to make active. A minimum of two options is required. All fields must be completed for each option. is the reason.

Limitations

Interactive Voice Response has these verified limits:

An IVR cannot be Active until it has at least two fully completed options.
A Test Call requires an Active IVR with a valid associated phone number.
Editing the system IVR tree is Super Admin only and shows an ATTENTION warning about hold place-in-line features.

Common questions

Who can set up Interactive Voice Response?

Admins with Manager, Owner, or Super Admin access can create Interactive Voice Response trees from Admin → Interactive Voice Response. Only Super Admin can edit the system IVR tree.

Why can’t I make my IVR Active?

Volie cannot make an Interactive Voice Response Active until the tree has at least two options and every required field on those options is complete.

How to manage Interactive Voice Response
How to configure Incoming Phone Numbers

How to set up Interactive Voice Response