Set phone-menu navigation
Turn phone-menu (IVR) navigation on or off for an agent’s calls.
PUT
Set phone-menu navigation
Phone-menu navigation is an agent setting: it applies to the calls of every task in the agent. It is off by default.
When it is on and a call reaches a phone menu or a switchboard, the agent:
Read the current value in
- Waits for a live voice before saying its opening line, and stays silent on menus, recordings, and hold music.
- Presses keys toward the person who can act on the call’s goal: an extension, dial-by-name, the operator (0), or the closest department. In a dial-by-name directory, it enters the contact’s name on the keypad.
- After a menu, asks the receptionist for the contact by name.
- Goes back with
*when an option leads nowhere useful. - Leaves one voicemail with its callback number when only a mailbox fits.
ivr_navigation from List agents.Authorizations
Body
application/json
true turns phone-menu navigation on, false turns it off.
Last modified on October 2, 2026
Set phone-menu navigation