3CX – IVR / Digital Receptionist Setup

3CX – IVR / Digital Receptionist Setup

✅ 3CX – IVR / Digital Receptionist Setup (Step‑by‑Step)

1. Log into the Admin Console

  • Open your 3CX Web Admin Console
  • Log in with administrator credentials

2. Go to Call Handling

  • Navigate to:
    Admin → Call Handling

3. Add a Digital Receptionist (IVR)

  • Click “+ Add Digital Receptionist”

4. Configure General Settings

Set the basic details:

  • Name → e.g. Main IVR, After Hours Menu
  • Department → controls office hours
  • Assign DID (optional) → routes calls directly to IVR
  • Prompt (Greeting) → upload or record message (e.g. “Press 1 for Sales…”)

5. Create Menu Options (Key Press Actions)

For each key (0–9):

  • Set Action (what happens)
  • Set Destination (where the call goes)

Examples:

  • 1 → Sales (Ring Group / Queue)
  • 2 → Support (Queue)
  • 0 → Reception (Extension)
  • 9 → Repeat message

6. Configure Call Handling Options

Set behaviour for:

  • Invalid key press → where call goes if user presses wrong key
  • No input timeout → what happens if no selection is made
  • Fallback destination → voicemail, extension, or end call

7. (Optional) Configure Advanced Routing

You can also:

  • Send calls to another IVR (multi-level menus)
  • Route differently for office hours / after hours / holidays

8. Save the IVR

  • Click Save to apply settings

9. Assign IVR to Incoming Calls

  • Link your IVR to a DID or inbound rule so calls go to it

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