# Basic IVR example ## Task Description A customer calls the company, and a welcome message (greeting) is played. While the greeting is playing, the customer can dial any internal extension number, for example, an employee's extension number. Additionally, the customer can press: * **1** - the call will be routed to the employee with extension number 201. * **2** - the call will be routed to the employee with extension number 202. If the customer doesn't press anything or enters an incorrect number, the call will be redirected to the **default number** - the employee with extension number 201. The task can be visually represented as follows:

## Solution 1. Create **employee accounts** by following the [instructions](/mikopbx/english/manual/telephony/extensions.md). Connect softphones or hardware phones to these accounts.

2. Add the **greeting sound file** by following the [instructions](/mikopbx/english/manual/telephony/sound-files.md). This file will be played when the customer calls the company's phone number.

3. Create a new **IVR menu** by following the [instructions](/mikopbx/english/manual/telephony/ivr-menu.md).

When a call is made to the IVR menu (**IVR menu number**), the sound file "Greeting" will start playing. **While the greeting is playing**, the customer can: * Dial any internal extension, for example, an employee's extension. This is enabled by the **Allow dialing of any extension** option. * Press 1 to route the call to the employee with extension number 203. * Press 2 to route the call to the employee with extension number 201. If the customer **does not enter anything** during the greeting, after the greeting plays, the system waits **7 seconds** for a digit input. "Total time for number entry" = "Greeting duration" + 7 seconds. If the "Total time for number entry" expires, the call is redirected to the "Default number," which is the employee with extension number 101. To **repeat** the greeting and allow the customer to enter a number again, set the **"Number of retries before redirecting to the default number"** to 2 or more. The greeting will be repeated, followed by another 7-second wait, allowing the customer to retry the IVR. Once the retries exceed the set value, the call is redirected to the "Default number." If the customer **enters an incorrect number** or does not enter anything, the greeting will repeat (if the **Number of retries** is set to **more than 2**), or the call will be redirected to the "Default number" (if the **Number of retries** is set to **1**). 4. Add a **providers account** through which calls will be made, following the [instructions](/mikopbx/english/manual/routing/providers.md). Examples of provider connections can be found [here](/mikopbx/english/faq/providers.md).

5. Set up **incoming calls** to be routed to the IVR menu via the configured provider.

{% hint style="info" %} Instructions for configuring incoming call routing are available [here](/mikopbx/english/manual/routing/incoming-routing.md). {% endhint %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.mikopbx.com/mikopbx/english/faq/incoming-routing/basic-ivr-example.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.