Ringover's IVR alias feature allows you to duplicate call routing scenarios for multiple keypad options. In this guide, you'll learn how to set up aliases in your IVR menu to save setup time and ensure a professional client experience.

Using aliases

1. Access your IVR scenario

Open your interactive voice response scenario settings to locate the queue management options.

1. Go to your IVR's page.
2. Click on 'Edit' next to the IVR standard you want to configure.
3. Select the scenario you want to modify.
4. Click on the gear icon next to that scenario to open its settings.

2. Set up your voice menu

Create the nested structure for your telephone menu.

1. Select Nested IVR menu to set up a voice menu.
2. Click on the gear icon next to the keypad option you wish to configure.

Add alternative keypad entries to easily duplicate your call routing.

1. Add your main keypad option (for example, "1").
2. Click on Add an alias for the key selection you wish to duplicate.
3. Indicate the alternative keypad option(s) (for example, "11") for which the scenario will be duplicated.
4. Click on Close to confirm and save your settings.

Practical alias use cases

Aliases are highly versatile and save you setup time when configuring IVR scenarios. Here is what they are and when to use them:

Geographic menus

• What it is: A menu that routes callers based on their location.
• When to use it: When you want callers to select a number for their region (e.g., "press a number for your region").

Client identification

• What it is: A prompt asking callers to input specific identifiers.
• When to use it: When asking your callers to identify themselves with a client or order number.

Typo error prevention

• What it is: An alternative key entry mapped to a primary action.
• When to use it: To avoid caller entry errors, such as routing a call to the same destination whether a caller presses "11" or "1".

🎉 You now know how to set up IVR aliases and can personalize and better manage your client communications!