# SIP Trunk Auto Attendants / IVR - HOW TO

> Category: SIP-Trunks
> Canonical URL: https://crazytel.com.au/knowledgebase/article/siptrunk-ivr

How to set up a SIP Trunk IVR/Auto Attendant. IVRs allow callers to press a keypad button to navigate an in-call menu to select a destination.

# SIP Trunk IVR / Auto-attendant

**This guide covers SIP Trunk IVRs/Auto-attendants. If you are using CRAZYPBX, _this is not the right guide._**

## Overview

Auto-attendants/IVRs are interactive menus that prompt a caller for keypad input. IVR menus allow callers to navigate to specific destinations without interacting with a receptionist.

## Creating an IVR / Auto-attendant for SIP Trunks

This guide assumes you have at least one destination configured on your account -- a SIP Trunk, Voicemail box, or a call forwarding destination.

1. Sign in to your Crazytel Customer Portal and navigate to **Features**.

2. Click **Auto attendant**, then click **Add New Auto Attendant** at the top-right

3. Fill out the **Add Auto Atendant** page, using the following information as a guide:

    a. **Name:** A human readable name that gives some understanding of what the IVR does (IE, "Sales/Accounts IVR")

    b. **Greeting:** Select a greeting from the drop-down - if you don't have any options, don't worry. We'll come back to this step later in the article.

    c. **Timeout:** How long the caller has to make a selection before the Timeout Route is activated

    d. **Timeout Route:** Where the call goes if the caller doesn't choose an option in time. (Hangup, or a voicemail box is recommended)

    e. **Timeout Destination:** If you have multiple destinations for your time out route, you'll need to select which one to use here.

4. Set the **Digit** a customer should press (IE, 0-9, #, *)

5. Set the **Route** the call should take when the caller presses this digit:

    - **Hangup:** Terminate the call immediately
    - **Repeat Options:** Repeat all the options again, or play the selected audio file again
    - **Device:** A single SIP Trunk linked device (IE, Crazyphone application, physical phone, softphone)
    - **Ring Group:** A Ring Group containing multiple destinations (SIP Trunks, or Call Forward destinations)
    - **Call Forward:** (**Call forwarding charges apply.**) Call forward the call to a different number. Call forwarding destinations must include the country code (IE, 0411 222 333 as 61411222333). 
    - **Voicemail:** Send the call straight to voicemail.
    - **Auto Attendant:** Send the call to another Auto Attendant. This is useful if you're building a complex menu system.
    - **Announcement:** Send the call to an announcement to play a specific message. Announcements can send calls to other destinations in turn.
    - **Time Switch:** Send the call through a logical route controller that routes calls based on the time of day
    - **CrazyPBX:** _(not recommended)_ Send a call to a CrazyPBX destination. This should be done using a CrazyPBX IVR/Auto attendant.

6. Enter a **Description** for this option. This is spoken aloud to the caller if no greeting file is set.

7. *(optional)* **Add another destination** so multiple routes are presented to the caller

### Presenting options to the caller

SIP Trunk IVRs can present menu options to callers in 1 ways:

1. Based on the description field in the IVR, if no greeting audio is set

2. By playing the greeting audio set in the IVR

To upload a Greeting audio, you will need a .wav audio file. If your recording is not currently a .wav audio file, you can use an online conversion tool like [www.g711.org](www.g711.org) to convert the file for free. Crazytel uses this service internally for file conversion.

With your .wav file, complete the following steps:

1. Sign in to the Crazytel Customer Portal and navigate to **Features** > **Greetings**

2. Click **Upload Greeting**

3. Enter a logical **nickname** for the greeting (IE, "Main IVR prompt. Sales/accounts/complaints"). This will allow you to identify the correct audio file at a glance if you have multiple audio files.

4. Click the **Choose file** button and upload the .wav file

5. Click **Submit** to upload the audio file to Crazytel's servers

6. Navigate to **Features** > **Auto Attendant** and click **Edit** under the Auto Attendant you want to update the audio file for

7. Select the newly-uploaded audio file in the **Greetings** drop-down on the top-right of the page

8. **Save** changes


## Using your SIP Trunk Auto Attendant

Crazytel's call flow system is modular. Auto Attendants can be used as destinations for any of the following features/route controls:

- Direct from a DID/Number
- Other Auto Attendants
- Time Switches
- Announcements

To set the Auto Attendant as the destination for any of the last 3 options, you will need to locate the parent option and update a route to point to your new Auto Attendant.

To se the Auto Attendant as the destination for a DID/Number, complete the following.

1. Ensure your Auto Attendant exists by checking **Features** > **Auto Attendant**. If nothing is present, create a new Auto Attendant

2. Locate the number you wish to route to the Auto Attendant:

    a. On the White Background portal, navigate to **Number Management** > **My numbers**

    b. Click the **red phone number** you wish to update **OR** click the check-box next to multiple numbers you wish to edit, then click **Edit Selected**

3. On the **Edit DID** page, locate the **Routing Settings** secton

4. Set the **Type of Forwarding** drop-down to **Auto Attendant**

5. Set the **Forwarding Destination** to your Auto Attendant's name

6. Scroll to the bottom of the page, and **Save**

7. Wait 60 seconds for your changes to update across Crazytel, and test the IVR works by calling the number

## If your IVR doesn't work:

1. Check the audio file has been set correctly, and was uploaded using a .wav file. Reupload a new copy of the audio file and re-set the Auto Attendant's Greeting drop-down accordingly

2. Check any **Call Forward** destinations are entered correctly (61X for Australian destinations, or 0011countrycode for international destinations)

3. Confirm any SIP Trunk destinations are online/registered. If the Auto Attendant cannot reach a SIP Trunk destination, the call will time out and end.

4. Check the Auto Attendant has a valid destination for the digit, and a valid digit. Typos happen - Auto Attendants can only process 1 digit entries, not 2 digit numbers