Series: Create a call flow

A menu is a collection of structured actions that are created in Architect and selectable by the caller, either by pressing a digit on the phone’s keypad or by speaking a valid speech recognition entry. The system takes action on the entry and progresses the call to the next defined function.

To create a menu (or sub-menu), follow these steps:

1. Open the flow for which you want to add a menu action.  
2. In the Toolbox, expand the Menu category and do one of the following:

Reusable Menus container

1. In the Reusable Menus container, click the new menu action. 
2. Name the menu, and in the Menu Prompt area record an audio prompt that tells callers which keys they can press. The menu prompt plays each time they re-enter the menu.
3. Optionally update the Default Menu Choice, Menu Options, and Speech Recognition Options as needed.
4. Select the added menu action (if it is not already selected). Then add operations to it to create menu choices.  Name these entries, assign digits to them, and set flow of control options (action when finished).

Starting Menu container

1. In the Starting Menu container, click the new menu action. 
2. Name the menu, and in the Initial Greeting area set up the main menu's Initial Greeting prompt. Callers hear the initial greeting only once, when they enter the IVR for the first time. 
3. Name the menu, and in the Menu Prompt area record an audio prompt that tells callers which keys they can press. The menu prompt plays each time they re-enter the menu.
4. Optionally update the Default Menu Choice, Menu Options, and Speech Recognition Options as needed.
5. Select the added menu action (if it is not already selected). Then add operations to it to create menu choices.  Name these entries, assign digits to them, and set up flow control options per your company design.