Menu Route

  Account > Business Cloud > Auto-Attendant

A Menu route directs the caller to a message and DTMF (Dual-tone Multi-Frequency, commonly referred to as touchtones) options for call routing based on the key dialed.

Menu Name

First, enter a name for the menu, then continue to upload your prompts.



Prompts are the recorded audio files that callers hear before upon entering the menu. 

  • The Intro Prompt plays right before the Menu prompt. Because it's a separate audio file, it can be easily switched out for various circumstances, such as announcing seasonal sales or temporary business hours. This prompt is optional.
  • The Menu Prompt tells callers how to navigate the menu options. For example: "Thank you for calling Acme Corp. Press 1 for Sales, 2 for Support, or 3 for Billing." This prompt is required.

For each prompt, click the drop-down menu and select a media file from the library.

  • To confirm you have the right one, you can  play the file in your browser or  download it to your computer. 
  • If the file you need isn't listed, you can upload or record a new one in Media Files.

AA Menu Prompts.png

Allow Barge-In

Toggle on to allow callers to interrupt the Intro prompt by dialing an option (DTMF input) before they hear it.

Allow Extension Dialing

Toggle on to allow callers to dial their party's extension while the menu options are still playing. After dialing, there is a two second delay before the call is routed.

If "Allow Barge-in" is also enabled, callers can interrupt the Intro prompt as well. Because an extension may start with the same number as a menu option, there is a two second delay after a number is dialed before the call is transferred. If the dialed extension is invalid, the caller will hear “invalid extension,” and the call will end.

Menu Options

Add DTMF (touchtone) options (0–9, *, #). Each option will need a name and a completed route.

  1. Click [+ Add Option].
  2. Select the DTMF option (0–9,*, or #).
  3. Enter a name for the menu option.
  4. Repeat steps 1–3 for other menu options.


Failure Routing


Field Description
Menu Timeout Enter the number of seconds delay before directing the call into the failure route. (1–999)
Max Invalid Selections Enter the number of invalid DTMF (touchtone) selections that will be allowed prior to directing the call into the failure route.
Invalid Prompt

Upload a WAV or MP3 file under 5 MB that the caller will hear after dialing an invalid DMTF option (required).

Example verbiage: "The number you entered was invalid. Please try again."

When you're done configuring the menu, click [Save]. The menu will be added to the auto-attendant builder canvas.


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