Creating an Interactive Voice Response (IVR) System in Zoom App


Account owners, administrators, and auto-reception operators can transfer auto-reception to an interactive voice response (IVR) system. In the IVR system, the caller can use the dial pad to select forwarding options. For example, after connecting to the automatic reception, the IVR system will be presented with the following options:

  • Dial 1 to connect to a phone user
  • Dial 2 to connect to the sales department (call queue)
  • Dial 3 to leave a message in your voicemail

The following figure shows this setting:

You can also add a dial directory by name as part of the IVR system .

Content of this article:

  • IVR transfer option
  • Creating a single-level IVR menu
  • Creating a multi-level interactive voice response (IVR) system
    • Creating transfer options
    • Creating an IVR menu with transfer options
    • Creating an IVR menu to transfer to automatic reception


  • Professional, business, or educational account
  • Account owner, administrator, automatic reception operator authority
  • Zoom Phone License

IVR transfer option

When creating or editing an IVR system, you can set or customize the following transfer options:

  • Voice mail
    • Where to save voice mail: Forward the call to a voice mail that belongs to one of the extensions.
    • Voicemail Response Message: Select a greeting message from the drop-down menu or click Audio Library to select, record, or uploadyour custom audio .
      Note :

      • When forwarding to a voice mail of another extension, the response message of the set voice mail takes precedence over the reply message set in the extension of the forwarding destination.
      • If you wantto forward to another extension voicemail , select Follow user’s voicemail greeting message from the drop-down menu to use the telephone user’s response message instead of using an alternate message.
    • Forward: Transfers the call to one of the extensions.
      • user
      • Zoom Rooms
      • Common area phone
      • Cisco/Polycom Room
      • Automatic reception
      • Call queue
      • Shared line group
      • External Contacts
      • Number The Phone(outside calls designation)
        Note :

        • A direct numbermust be assigned to the associated auto-receipt for this option to take effect .
        • Calls transferred to an outside phone number will be billed based on the plan rate.
        • Select the correct country / region in the drop-down menu so that you can add an external phone number. Some countries share the same country code, but the drop-down menu shows a different entry.
    • Dial by name: Transfers to the dial directory by name .

Creating a single-level IVR menu

Follow the steps below to create a simple one-level IVR menu. In other words, you can present transfer options to the caller without having to transfer to a secondary IVR menu.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][Auto Attendant] and then click the.
  3. Click an existing auto-reception or createa new auto-reception .
  4. Change the automatic reception settingsas needed.
  5. Route destinationnext to the Edit by clicking on the, [Voice Response (IVR)] and select.
  6. Click OK.
  7. IVR menuin the [Edit] Click to customize the following settings.
    • Audio PromptClick Audio Library to select, record, and upload custom audio that informs the caller of IVR menu options . The IVR audio prompt plays after the auto-reception response message.
    • Prompt does not cause the caller action after it has been displayedcase : IVR menu not press the option, or for invalid caller you press the option, the number of times (1 to 3 times) to play the audio prompts of IVR Set. After the set number of prompts are played, the caller is either forwarded or disconnected based on the forwarding settings.
    • IVR menu: Click Editto customize the transfer options for the selected key . Click Save .

Creating a multi-level interactive voice response (IVR) system

If you need a hierarchical IVR system that allows callers to choose forwarding options, you can create a multi-level IVR.

For example, if your organization serves in Japanese and English, the first-tier IVR menu will prompt the caller to choose a language. The second-tier menu presents a prompt to the phone user to choose whether to dial , forward to the call queue , or leave a message in voicemail. The following figure shows a configuration that includes these three IVR menus:

When creating a multi-level IVR, focus on one branch, start at the lowest level that doesn’t lead to another auto-reception, and proceed to the first menu assigned to your company representative number or site phone number.

When creating a complex IVR system with multiple menus, it is recommended to create a diagram like the one shown above to visualize all the necessary items.

Creating transfer options

Start at the bottom of the IVR system hierarchy and create a forwarding option for lower level auto-receipt . Repeat this for each branch of the IVR system.

Creating an IVR menu with transfer options

After creating the transfer option, create an IVR menu and add the transfer option you created. Repeat this procedure to create an IVR system for each branch of the IVR system with additional transfer options.

Creating an IVR menu to transfer to automatic reception

After creating the lower level auto-reception, you need to create a separate IVR menu to transfer to the auto-reception you created earlier.

  1. Createan automatic reception .
  2. Route destinationnext to the Edit by clicking on the, [Voice Response (IVR)] and select.
  3. Click OK.
  4. IVR menuin the [Edit] and then click.
  5. Click Editnext to the key, select Auto-Reception for the forwarding destination, then enter and select the name of the auto-reception you created in advance. Repeat this procedure for all the lower level auto-receptions you have created.

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