# Enhanced IVR

## Enhanced IVR

Enhanced IVR supports more complex caller flows than a single menu.

Use it when you need layered menus, time-based branching, or more control over where calls go next.

### When to use Enhanced IVR

Enhanced IVR is a strong fit when you need to:

* route callers through more than one menu
* support different business units or client paths on one number
* split behavior by business hours, after-hours, or holidays
* add fallback handling for overflow or special cases

### When standard IVR is enough

Use standard IVR instead when you only need:

* one short greeting
* a few keypress options
* a simple voicemail or queue destination

### How Enhanced IVR differs from standard IVR

Standard IVR is usually a single decision point.

Enhanced IVR supports a larger caller journey with more branches and more control points.

### Design the call flow first

Map the full caller path before you build it.

Define:

1. each entry point
2. every caller choice
3. the destination for each branch
4. no-input and invalid-input handling
5. business-hours, after-hours, and holiday behavior
6. overflow and failover outcomes

### Example Enhanced IVR flow

```
Main greeting
 ├─ Press 1 for existing customers
 │   ├─ Press 1 for service
 │   └─ Press 2 for billing
 ├─ Press 2 for new business
 └─ Press 3 to leave a message
```

Enhanced IVR works best when you document the full caller path before setup.

```
Inbound call
   ↓
Main greeting
   ├─ 1 Existing customers
   │    ├─ 1 Service queue
   │    └─ 2 Billing queue
   ├─ 2 New business queue
   └─ 3 Voicemail
```

### Visual schedule-aware example

```
Inbound call
   ↓
Check schedule
   ├─ Open
   │    └─ Main IVR menu
   ├─ After hours
   │    └─ After-hours voicemail
   └─ Holiday
        └─ Holiday greeting and fallback path
```

### How to build Enhanced IVR

{% stepper %}
{% step %}

### Define the entry path

Choose the number, account, or resource where callers first enter the flow.
{% endstep %}

{% step %}

### Build each menu branch

Add each greeting, menu, and destination in the order callers will experience them.
{% endstep %}

{% step %}

### Add schedule-aware behavior

Set the correct business-hours, after-hours, and holiday path where needed.
{% endstep %}

{% step %}

### Add fallback handling

Define what happens on timeout, invalid keypress, queue overflow, or a closed destination.
{% endstep %}

{% step %}

### Test the full journey

Call every branch from start to finish before rollout.
{% endstep %}
{% endstepper %}

### Common Enhanced IVR patterns

#### Multi-tenant main number

Use one published number to direct callers to the correct account, service line, or client team.

#### Day and night split

Send daytime callers to a live queue and after-hours callers to voicemail, an Oncall path, or a different menu.

#### Overflow treatment

Move callers to another queue, voicemail, or fallback path when wait conditions are met.

### Best practices

* keep the caller path as short as possible
* avoid unnecessary nested menus
* use clear prompt wording at every branch
* document the full flow before making changes
* retest every branch after updating prompts or destinations

{% hint style="warning" %}
More branches create more failure points. Keep the design intentional and review it after every change.
{% endhint %}

### What to measure after rollout

Review voice performance after the IVR goes live.

Useful signals include:

* IVR time
* queue time
* abandoned calls
* voicemail volume
* transfer volume from misrouted calls

Use [Usage detail reports](/docs/portals/admin-portal/skills-reports-and-logs/reports/usage-detail-reports.md) and [Usage summary and service level reports](/docs/portals/admin-portal/skills-reports-and-logs/reports/usage-summary-and-service-level-reports.md) to review the impact.

### When to revise the flow

Review the design when:

* callers often choose the wrong option
* abandonment increases
* agents report frequent transfer cleanup
* hours, teams, or client coverage rules change

### Related pages

* [IVR](/docs/portals/admin-portal/voice/ivr.md)
* [Voice](/docs/portals/admin-portal/voice.md)
* [Oncall calendar](/docs/portals/admin-portal/oncall-calendar.md)
* [Usage summary and service level reports](/docs/portals/admin-portal/skills-reports-and-logs/reports/usage-summary-and-service-level-reports.md)


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