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Set Up IVR Routes and Call Handling

Configure your office hours, after-hours handling, routes, and language options for each property.

To navigate to IVR settings: 

  1. Click on "Leads" from the main navigation bar
  2. Click on "+ Call Tracking" from the sub menu
  3. Click "+ IVR" to expand the section
  4. Click "Properties" from the sub menu
  5. Click on the property name you want to configure 

Set your Default language

In the "General Settings" section at the top of the page, use the "Default Language" dropdown to select English or French as the primary language for your IVR menu.

Enable language switching

If you need to support both English and French callers, toggle on "Enable Language Switching" in the "General Settings" section. When enabled, callers can press 9 at the menu to switch between languages. Digit 9 is reserved for this purpose and cannot be assigned to a route.

Note: If language switching is on, make sure you fill in French prompt fields on each route. If a French prompt is left empty and a caller switches to French, they will hear silence at that step. The call will continue, but it will sound incomplete.

 

Set your office hours schedule

  1. Select the "On Hours" tab
  2. Expand the "Call Hours" section
  3. Set your open and close times
  4. Toggle on the days your office is open
  5. Click "Save Settings" to finish

Note: Office hours use a single weekly schedule — the same hours apply to every day you've selected. Per-day variations (e.g., different closing times on Fridays) are not supported. Times are automatically converted to the property's timezone — you'll see a confirmation message in the UI.

 

Configure your office hours routes

    1. Expand the "Greeting, Routing, and IVR" section under the "On Hours" tab
    2. Click on a route to expand it
    3. Update the "Route Name" to match your option (e.g., Leasing, Maintenance, Resident Services)
    4. In the "Call Group" field, select the call group that should ring for this route. See Set Up and Manage Call Groups if you haven't created your call groups yet.
    5. Under "If Nobody Answers", choose the fallback behavior for this route:
      1. Go to Voicemail on Last Number
      2. Forward to Property Number
      3. Forward to Custom Number
    6. Repeat for each route you want to enable
    7. Click "Save Settings" to finish

     

    Note: You can have up to 5 routes, assigned to digits 1 through 5. Toggle off any routes you don't need — they will not appear to callers.

    Tip: Menu prompt text and connecting message text for each route are configured in IVR Prompts and Recording Disclaimer. You can set up your routes and call groups here first, then add prompts separately.

     

    Set up after-hours call handling

    The Off Hours IVR handles all calls outside your office hours schedule, including calls on days that aren't toggled on.

    1. Select the "Off Hours (Fallback)" tab
    2. Expand the "Greeting, Routing, and IVR" section
    3. Configure routes the same way as your On Hours IVR above
    4. Click "Save Settings" to finish

     

    Tip: A common after-hours setup is a single route pointing to an on-call number or directing callers to leave a voicemail. You don't need to mirror your full office-hours menu.

     

    Adjust the ring timeout

    The ring timeout controls how long each number rings before the system moves to the next member in the call group. You can set a different timeout for your On Hours and Off Hours IVRs.

    1. Select the relevant tab ("On Hours" or "Off Hours (Fallback)")
    2. In the "IVR Settings" section — where the IVR name and enable/disable dropdown are — update the ring timeout value
    3. Click "Save Settings" to finish

     

    Note: The ring timeout must be between 8 and 15 seconds. The default is 10 seconds.