Setting Up a Multi-Level IVR on Yeastar P-Series Cloud Edition

Introduction

A multi-level IVR presents a main menu, and when a caller presses a key, they reach a sub-menu with more options. For example: "Press 1 for Sales" → "For new enquiries press 1, for existing orders press 2." This guide covers building a two-level IVR structure in Yeastar P-Series Cloud Edition.

Planning your IVR tree

Before building, sketch out your menu structure:

Main Menu
├── 1 → Sales sub-menu
│   ├── 1 → New enquiries (Ring Group: Sales)
│   └── 2 → Existing orders (Extension: 1005)
├── 2 → Support (Ring Group: Support)
└── 0 → Operator (Extension: 1001)

Keep each level to 4–5 options maximum. More than 5 options causes caller drop-off.

Step 1 — Upload all required audio files

You need a separate WAV file for each menu level:
- main-menu-greeting.wav — "Welcome to X Company. Press 1 for Sales, 2 for Support, 0 for Operator."
- sales-submenu.wav — "For new enquiries press 1, for existing orders press 2."

See the Voice Prompts guide for WAV format requirements and how to upload files.

Step 2 — Create the sub-menu IVR first

Build inner menus before outer ones, so they're available to assign as destinations:

1. Go to Call Features > IVR, click Add.
2. Name it Sales Sub-Menu with number e.g. 6201.
3. Set Welcome Prompt to sales-submenu.wav.
4. Add Key Press Events:
5. Key 1 → Ring Group: Sales New Enquiries
6. Key 2 → Extension: 1005
7. Set Timeout and Invalid destinations.
8. Click Save and Apply.

Step 3 — Create the main menu IVR

1. Click Add again.
2. Name it Main Menu with number e.g. 6200.
3. Set Welcome Prompt to main-menu-greeting.wav.
4. Add Key Press Events:
5. Key 1 → IVR: Sales Sub-Menu (6201)
6. Key 2 → Ring Group: Support
7. Key 0 → Extension: 1001
8. Click Save and Apply.

Step 4 — Link to your inbound route

1. Go to Call Control > Inbound Route and edit your main number.
2. Set Default Destination to IVR: Main Menu (6200).
3. Click Save and Apply.

Step 5 — Test the full flow

Call your main DDI and work through every branch of the menu tree, confirming each key press reaches the correct destination.

Tips

• Use consistent language across menus. If the main menu says "Press 1 for Sales", the sales sub-menu should confirm "You've reached the Sales team" to reassure the caller they're in the right place.
• Add a "Press 9 to return to the main menu" or "Press 0 for operator" option at every sub-menu level.
• Keep the number of levels to two maximum — three or more levels causes frustration and high drop-off rates.

Summary

Build sub-menus first, then the main menu, assigning sub-menus as key press destinations. Test every path end-to-end before going live.