Activating IVR in Your JustCall Number

Get started3 min readUpdated 2026-03-14

Activating IVR in Your JustCall Number

IVR (Interactive Voice Response) is a phone menu that lets callers press a number to reach the right department or person. Instead of ringing everyone on your team, callers hear options like "Press 1 for Sales, Press 2 for Support" and get routed accordingly.

Available on: All plans (multi-level IVR with unlimited nesting)

Set up a basic IVR

Go to Phone Numbers in the left sidebar
Select the number where you want to add an IVR
Open Call Routing settings
Select IVR as the routing method
Record or upload a greeting that lists the menu options (e.g., "Press 1 for Sales, Press 2 for Support, Press 0 to speak with an operator")
Map each keypress to a destination:
- A specific team member
- A group of team members (ring group)
- Another JustCall number
- A voicemail box
- A sub-menu (for multi-level IVR)
Save your configuration

Multi-level IVR

JustCall supports unlimited IVR nesting on all plans. A multi-level IVR lets you create sub-menus within menus:

Example:

Press 1 → Sales
- Press 1 → New customers
- Press 2 → Existing customers
Press 2 → Support
- Press 1 → Billing
- Press 2 → Technical support
Press 0 → Operator

Each level has its own greeting and key mappings.

Record your IVR greeting

You have two options for creating your menu greeting:

Record in JustCall: Use the built-in recorder to speak your menu options directly
Upload an audio file: Upload a pre-recorded MP3 or WAV file

Keep your greeting short and clear. State the most popular option first. Aim for under 30 seconds — callers abandon long menus.

What happens if no key is pressed

If a caller does not press any key within the timeout period, JustCall can:

Repeat the menu
Transfer to a default destination (like an operator)
Send the call to voicemail

Configure this fallback behavior in your IVR settings to ensure no caller is left in a dead end.

When to use IVR vs. other routing

Routing method	Best for
IVR	Multiple departments, callers need to self-select
Ring all	Small teams where anyone can handle any call
Round robin	Even distribution across agents
Ring idle first	Directing calls to the most available agent

Start with IVR when your team handles more than one type of incoming call (sales vs. support, different products, different regions).