3CX: IVR / Digital Receptionist Configuration

Author: Kevin Fortune
Version: Applies to 3CX v18 / v20

Overview

The Digital Receptionist (also known as IVR) in 3CX enables automatic call handling and routing based on menu prompts. It enhances customer experience by directing callers to the correct department, reducing wait times and improving efficiency. :contentReference[oaicite:2]{index=2}

1. Plan Your IVR Menu Structure

• Define your main greeting and menu levels (e.g., “Press 1 for Sales, 2 for Support”).
• Decide the destinations for each option (Extensions, Ring Groups, Queues, etc.).
• Map out “After Hours” and “Holiday” routing paths.

2. Create the Digital Receptionist

1. In the 3CX Management Console, go to Call Handling → Digital Receptionist.
2. Click Add Digital Receptionist.
3. Upload your greeting file or record a new greeting.
4. Assign one or more DIDs or extensions as inbound triggers for the menu.

3. Configure Menu Options

For each key press:

• Select Option Key (0-9, #, *).
• Choose the Destination (e.g., Ring Group, Queue, Extension, Holiday Branch, etc.).
• Set disclaimers such as invalid key press or no input.
• Enable Time-based Routing if needed for after-hours conditions.

4. Configure Branching & Call Flow Options

Advanced options include:

• Redirecting to another IVR menu (multi-level menus).
• Using Call Flow Scripts (CFS) for custom behaviors.
• Adding voice prompts for invalid entries or voicemail fallback.

5. Test and Publish

1. Call the DID or extension tied to the IVR and verify the greeting plays.
2. Press each key option to confirm the call flows to the correct destination.
3. Test invalid key presses to ensure fallback behaves correctly.
4. Deploy the IVR live when verified.

Troubleshooting Tips

• Greeting not playing? Check file format and codec (e.g., WAV PCM 16bit 8kHz recommended).
• Key presses not recognized? Verify DTMF type on trunk (RFC2833 vs In-band vs SIP INFO).
• Calls not routing? Ensure the DID or extension is properly assigned and active.

Need Assistance?

If you need help creating, optimizing or migrating your IVR menus, our 3CX-certified team at Deerfield is available for consulting and support.

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