An IVR (Interactive Voice Response) helps callers choose where their call should go so they reach the right person or team faster. 

This guide shows you how to create an IVR in RingFree, add a greeting, build menu options (keys), and set a fallback action when callers do nothing.

What you will learn

By the end of this guide, you will know how to:

• Create a new IVR from the IVR menu

• Fill out the IVR general settings (name, number, status)

• Add or upload an audio greeting

• Build menu routing with up to 12 key options (0–9, *, #)

• Add a Directory option (no destination needed)

• Configure Safety Net Logic (repeats and timeout)

• Set a Timeout Destination and send callers to voicemail correctly (Is VM)

• Link IVRs together when you need more than 12 options

• Send calls to your new IVR using phone number routing or failover destinations

Before you start

• You must be logged in to the RingFree Customer Admin Portal.

• Decide what your IVR is for (example: Main line, Support menu, After-hours menu).

• Prepare your audio greeting file if you want a custom message.

Supported audio formats

You can upload greetings in formats like: WAV, MP3, GSM, uLaw, aLaw, G.729, G.722, SLN, iLBC.

Step 1: Open the IVR section and start a new IVR

1. In the left navigation menu, click IVR

2. Click New IVR

Step 2: Complete the General Settings

In General Settings, you will fill in the core details:

2.1 Set the IVR Name

Choose a name that makes it easy to understand what this IVR does.

Examples:

• MainIVR

• SalesIVR

• SupportIVR

• AfterHoursIVR

2.2 Confirm the IVR Number

The system usually auto-fills the next available IVR number (example shown was 804). Keep the default unless you have a specific numbering plan.

2.3 Set the Status

Set the status to Enabled so the IVR can receive calls.

Step 3: Add an Audio Greeting

In the Audio Greeting section (below General Settings), you have two options:

Option A: Select an existing greeting

If a greeting was already uploaded, select it from the dropdown.

Option B: Upload a new greeting

Click Add a new greeting and upload your audio file.

Step 4: Build your Menu Routing (Key Options)

Menu routing controls where each key press sends the call.

Key options available

You can create up to 12 options:

• 0 to 9

• Star *

• Pound #

How to add a key option

1. In the menu routing area, select a key (it often starts at 0 by default)

2. Choose a Destination Type (examples you may see include IVR, Queue, Extension, Ring Group, Voicemail, Conference)

3. Choose the Destination (example: Extension 104-test)

4. Click Add Key Configuration to add another option

Example setup from the tutorial

• Key 0 -> Destination Type: Extension -> Destination: 104-test

• Key # -> Destination Type: Ring Group -> Destination: 820-test

Step 5: Add a Directory option (no destination needed)

If you want callers to use a directory option:

1. Click the keypad to add a new key configuration

2. Choose the key (example in the tutorial used key 6)

3. Set Destination Type to Directory

4. Leave Destination blank because Directory does not require a destination
   
   

Step 6: Configure Safety Net Logic (when callers do nothing)

Safety Net Logic decides what happens if a caller does not press a key.

What the system does by default

• It gives the caller a few seconds to select an option

• It repeats the menu

• It repeats a set number of times before going to a timeout destination

In the tutorial example:

• The caller gets 3 seconds to select an option before it repeats

• The menu repeats 3 times before timeout destination kicks in

You can change those values to fit your needs.

Best practice guidance (simple)

• If your greeting is short and clear, keep the wait time short (2 to 4 seconds).

• If your menu is longer, allow a little more time.

• Avoid too many repeats, it frustrates callers.

Step 7: Set a Timeout Destination (where calls go after repeats)

Timeout Destination is what happens after the IVR repeats and still gets no selection.

Common choices include:

• Voicemail

• Extension

• Ring Group

• Hang up

Recommended setup: Send to an extension’s voicemail properly

If you want calls to go to voicemail:

1. Open Timeout Destination

2. Select Forward to Extension

3. Select your destination extension (example: 104-test)

4. Make sure Is VM is enabled and green

Why Is VM matters:

• If Is VM is off, the extension may ring first (often around 20 seconds) before voicemail picks up

• If Is VM is on, the caller goes straight to voicemail

Other timeout options

You can also forward to:

• A ring group

• Another IVR

• Or choose to hang up if the caller does nothing

Step 8: Create the IVR

Before saving:

• Review each key mapping

• Confirm your greeting is selected

• Confirm your timeout destination is set

Then:

1. Click Create IVR

2. Wait for processing to complete

3. Confirm the IVR appears in your IVR list

Step 9: Send calls to your IVR

After the IVR is created, you can route calls to it in a few common ways:

• Update a phone number routing destination to point to the IVR

• Use it as a failover destination in a ring group

• Route from another IVR option to this IVR

Step 10: Link IVRs together when you need more than 12 options

If you need more options than the 12 keys available, you can create multiple IVRs and link them together.

Example flow

1. In Menu Routing, choose a key (example: 4)

2. Set Destination Type to IVR

3. Choose the next IVR as the destination (example: 801-test)

You can also route a key back to the same IVR if you want a “repeat this menu” option.

Quick IVR build checklist

Use this before you test:

• IVR Status is Enabled

• Greeting is selected and plays correctly

• Each key option has the correct destination

• Directory option has no destination (if used)

• Safety Net Logic is set (seconds and repeats)

• Timeout Destination is set

• Is VM is enabled if you want voicemail

• The IVR is connected to call flow via routing

Troubleshooting

Callers hear the greeting but pressing keys does nothing

• Confirm each key was added using “Add Key Configuration”

• Confirm the destination type and destination are selected for that key

Calls keep looping and never go anywhere

• Confirm Timeout Destination is set

• Reduce the number of repeats if needed

Calls ring an extension instead of going straight to voicemail

• Turn on Is VM (green) in the Timeout Destination settings

The greeting does not play

• Confirm a greeting is selected in Audio Greeting

• Try re-uploading the greeting in a supported format