Call Menu Example #3: Skills Based Routing from Main Menu

1. Click on AutoAnswer
2. Click on sub-menus
3. In the Add New Submenu box, enter the name of your sub-menu
4. Click Create New Submenu

Next we need to add steps into our sub-menu. A simple example would be playing a voice prompt offering callers additional options like:

For Billing - press 1
For Sales - press 2
For Support - press 3

Where all these prompts are rendered in the caller's chosen language. Once the caller makes a selection, we may forward them to a Queue, or perhaps just a single extension using the Keypress functionality of the system.

Here is a completed submenu for callers who speak Japanese:

In the image above, you can see that we have a very simple Japanese language submenu. The caller hears the same voice prompt three times with short pauses in between to allow the caller ample time to make a choice. The keypress options configured only apply to this particular submenu.
Many of the keypress options presented are an extension. Therefore, this submenu represents the final desination for the caller: a live person.

Let's look at the other English language menu:

This English language submenu is nearly identical to our Japanese language submenu, but the keypress options have been mapped to other extensions. Both possible end-points for a caller have been configured at this point.

Now we return to configuring the main menu:

Our main menu is configured to play a voice prompt and offers the caller three choices: English, Japanese, or the Operator.

Please read How do I edit the main menu? for detailed information on configuring your main menu and all submenus (all of the options are the same).

Once you complete configuration for your skills-based IVR, the configuration is immediately applied to your system, and inbound callers will hear your main greeting offering two languages.