How do I ensure that calls get automatically directed to a specific person or department when someone calls into my business?

What is an IVR?

An Auto Attendant is like having a virtual receptionist. A message such as “dial 1 for Sales, dial 2 for Support, dial 3 for Accounts” will play and direct the caller based on their selection.

How to set up your IVR
  • First Upload your IVR messages to Messages by going to 'Admin' 
  • Click on 'Messages' 
  • Click Add ,'Name'Name your uploaded message, and
  • under 'Audio file'Select Add audio file >> Save
  • Now go to 'Admin' 
  • Click on 'IVR' (under 'Advanced options')
  • Click Add
  • 'Name'Give your IVR a Name. (It is for your reference only)
  • 'Timeout'Enter the number of seconds the caller has available to make a selection on the IVR
  • 'Maximum attempts'Enter the number of times a caller can make an invalid selection on the IVR
  • Select your 'Start message' (this will be the Welcome message); 'Incorrect message' (played when the caller makes an invalid selection) and 'Timeout message' (played when the Timeout time is exceeded).
  • Click Save
Update your Dial plan: Add IVR
  • Click Edit dial plan
  • Click add step
  • Click on the drop-down menu in the first field and 
  • Select IVR. Follow this by selecting the relevant IVR in the second field with a drop-down menu. 
  • Save your updates for that step.
Add options
  • Click on the 3 dots to update the Option step
  • Click Edit
  • Select an option number e.g. If it’s 1 for Sales then the number is 1 >> Add a step(s) so that calls can be routed to a destination i.e. a Call group, VoIP account, Fixed destination, Voicemail, etc.
  • Click Save to add the step
  • Repeat the 3 steps above for your other IVR options
  • The 'Other/failed' option is for when the caller does not manage to supply the correct input in the given time and/or attempts.
  • Save Dialplan

Please note: Options that are allowed are the numbers 1-9 and the symbols and #

I have feedback on your help pages!


We are constantly working on our platform and other products. If you want to stay informed of all updates, check for new updates

Still, want to speak to a colleague?

Can't quite figure it out or get it right? Call our Customer Happiness Team at 021 012 5000 or send an email to info@voys.co.za