How to set up Zoom Phone IVR menus

Zoom Phone Interactive Voice Response (IVR) menus, also known as auto receptionists, route inbound calls to the appropriate destination based on caller input. To set up a Zoom Phone IVR menu, you’ll need admin access to the Zoom web portal, a Zoom Phone license, and a clear plan for your call routing logic. This guide will walk you through the process of creating and configuring your Zoom Phone IVR menu.

Prerequisites

• A Zoom Pro, Business, Education, or Enterprise account.
• A Zoom Phone license.
• Administrator privileges in the Zoom web portal.
• A phone number assigned to your Zoom Phone account.
• A documented plan for your desired call routing logic, including menu options and destinations.
• Pre-recorded audio prompts are highly recommended for a professional experience. Prepare audio files in a supported format (e.g., .wav, .mp3).

Create the Auto Receptionist

1. Sign in to the Zoom web portal as an administrator.
2. Navigate to Phone System Management > Auto Receptionists.
3. Click Add.
4. Enter a descriptive Name for the auto receptionist (e.g., “Main Company IVR”).
5. Enter the Extension Number. This extension is for internal dialing to reach the auto receptionist.
6. In the Phone Number section, click Add to assign a direct phone number to the auto receptionist. Select the appropriate number from the dropdown menu.
7. Choose the Time Zone.
8. Click Save.

Configure Business Hours

1. In the auto receptionist’s settings (after creating it), locate the Business Hours section.
2. Click Edit.
3. Specify the days and times the auto receptionist will operate using the dropdown menus. For example, you might set business hours from Monday to Friday, 9:00 AM to 5:00 PM.
4. To set up different hours for specific days, click + Add hours.
5. Click Save.

Set Up the IVR Menu

1. In the auto receptionist’s settings, navigate to the IVR Menu section.
2. Click Add Key Press.
3. In the Key dropdown, select a number (0-9) or special character (* or #) that callers will press for a specific option. Avoid using the same key for multiple options.
4. In the Action dropdown, choose the desired action when the caller presses the selected key:
   • Connect to a User: Route the call to a specific user within your Zoom Phone system. Select the user from the dropdown menu.
   • Connect to a Call Queue: Route the call to a specific call queue. Select the call queue from the dropdown menu.
   • Connect to an Auto Receptionist: Route the call to another auto receptionist. Select the auto receptionist from the dropdown menu. This allows you to create multi-level IVR menus.
   • Connect to a Shared Line Group: Route the call to a shared line group. Select the shared line group from the dropdown menu.
   • Voicemail: Send the caller directly to voicemail for a specific user. Select the user from the dropdown menu.
   • External Number: Transfer the call to an external phone number. Enter the phone number in the provided field.
   • Disconnect: Hang up the call.
5. (Optional) In the Description field, enter a brief description of the menu option for your reference. This is not heard by the caller.
6. Click Save.
7. Repeat steps 2-6 to add more key press options to your IVR menu. Consider providing an option for callers to speak to an operator.
8. Ensure at least one option sends the caller to a “live” user or group, or includes an option to leave a message.

Configure Greetings

1. In the auto receptionist settings, locate the Greeting section.
2. Choose a greeting mode:
   • Play greeting message only: Plays a pre-recorded message without IVR options.
   • Play greeting message, then play IVR menu: Plays a pre-recorded message, followed by the IVR menu options.
3. Click Audio Library to upload existing pre-recorded audio files or record a new greeting directly in the Zoom web portal.
4. To record a greeting, click Record by Computer. Follow the on-screen instructions. Speak clearly and concisely, mentioning the available menu options.
5. To upload a greeting, click Upload, and select the desired audio file from your computer. Supported audio file formats are .wav and .mp3.
6. After uploading or recording, select the desired audio file from the Audio Library to use as the greeting.
7. Click Save.

Customize Call Handling After Hours

1. In the auto receptionist settings, locate the Closed Hours section.
2. Click Edit.
3. Specify the days and times that represent closed hours. This is typically the opposite of your business hours.
4. Select an option for handling calls during closed hours:
   • Play greeting message, then disconnect: Plays a pre-recorded message and then hangs up the call.
   • Play greeting message, then transfer to extension: Plays a pre-recorded message and then transfers the call to a specific user, call queue, auto receptionist, or external number.
   • Send to Voicemail: Send the call directly to voicemail.
5. Configure the selected option by selecting the message to play (from the Audio Library) and/or entering the target extension.
6. Click Save.

Customize Call Handling During Holidays

1. In the auto receptionist settings, locate the Holiday Hours section.
2. Click Manage.
3. Click Add Holiday.
4. Enter a name for the holiday (e.g., “Christmas Day”).
5. Select the date of the holiday.
6. Configure call handling options for the holiday. These options are the same as those available for closed hours: play a message and disconnect, transfer to an extension, or send to voicemail.
7. Click Save.
8. Repeat steps 3-7 to add more holidays.

Common Issues

• Callers are unable to hear the IVR menu options: Ensure the greeting message clearly states the available menu options and the corresponding key presses. Verify the audio file is properly uploaded and selected.
• Calls are being routed incorrectly: Double-check the key press configurations in the IVR Menu section. Make sure the correct actions and destinations are assigned to each key.
• The auto receptionist is not answering calls: Confirm that the auto receptionist is assigned a phone number. Also, check the business hours and closed hours configurations to ensure the auto receptionist is active during the expected times.
• Audio quality is poor: Use high-quality audio files for the greeting and menu prompts. Re-record the audio if necessary, ensuring a clear and professional tone.
• Conflicting extension numbers: Ensure the extension number assigned to the auto receptionist does not conflict with other extensions in your Zoom Phone system.