Drag-and-drop IVR scripts
Create several scripts, each a list of steps reordered by dragging. There is a default IVR and each script can be turned on or off.
Phone · IVR
Every hotline caller reaches the right person
Build the call-handling script from drag-and-drop steps: greeting, key-press menu, then ring group, account owner or AI. Greetings use a recorded file or are read out automatically with an AI voice.
The problem
Callers dial the hotline and have no idea who will pick up
Calls ring a single phone, whoever is free answers, and nobody picks up outside working hours. Existing customers explain everything again to a stranger.
- All calls ring the same phone; if that person is busy the caller hears ringing and hangs up.
- Outside working hours nobody answers and there is no message to guide the caller.
- A customer with an assigned account owner still gets sent to someone else and has to start over.
How hOne solves it
IVR scripts route calls the way you decide
Each IVR script is a chain of drag-and-drop steps, assigned to phone numbers (DIDs) or trunks. You combine greetings, key menus, working-hours checks, caller country checks and routing steps to ring groups, extensions, outside numbers or the customer's account owner.
Key capabilities
Key-press menu
The Menu step has a prompt, a timeout, keys with labels and target steps. On timeout the script goes to the step you choose.
Ring groups
Pick a strategy: Ring All, Round Robin, Least Recent, Fewest Calls or Random. Set a maximum wait; when it runs out, hang up or transfer to another extension.
Route to the account owner
Look up the caller in the CRM by number and connect straight to the responsible employee. If not found, use a fallback such as an AI agent.
Hours and country checks
The Time check step branches into In hours and Out of hours by working days. The Country check step branches into Domestic or International from the incoming number.
Audio files and AI voice
Upload greeting files or generate them with an AI voice from text you type. Files sync to the phone system automatically.
Outside numbers and AI
Transfer a call to an external number, an internal extension, or an AI Agent extension so a VoiceAI agent takes it.
How it works
Prepare audio and groups
Upload or generate the greeting with AI. Create ring groups for each department.
Build the script
Add steps and connect key presses to groups, extensions or the next step. Set ring time to 45 seconds or more, since mobile phones need time to wake up.
Assign numbers or trunks
Enter the DIDs the script applies to, or pick the IVR per trunk. If empty, the default IVR is used.
Watch the calls
In call history, check the transfer steps of each call and tune the script.
A real workflow
ABC Company routes its hotline during office hours
ABC Company has sales and technical teams. They want callers to press a key to pick a team, existing customers to reach their account owner directly, and a guiding message outside hours.
- Minh (admin)Creates two ring groups, Sales and Technical, with Round Robin strategy and a 30-second maximum wait.
- MinhBuilds the IVR: time check, then within hours an AI greeting and a menu with key 1 Sales and key 2 Technical; outside hours play a message and end the call.
- Existing customerCalls at 10:30. The account-owner step looks up the CRM and connects straight to Lan, who looks after that customer.
- New customerCalls at 11:15, presses 2 and the call rings the technicians in turn. If nobody answers it transfers to the manager's extension.
- MinhChecks call history, sees the transfer steps per call and adjusts the wait time.
Connects with the rest of hOne
TelephonyIVR is assigned to trunks and numbers; ring groups use extensions already issued.Voice AIA step that transfers to an AI extension hands the call to a VoiceAI agent instead of a person.CustomersThe account-owner step looks up the caller by number in the CRM.NotificationsMissed calls notify the staff concerned.
Frequently asked questions
Which numbers does an IVR apply to?
You enter the DIDs it applies to, or choose the IVR when configuring a trunk. When a customer calls the trunk's number the chosen IVR runs; if empty, the default IVR is used.
Where do I set business hours?
In the IVR script with a Time check step: set start and end time and working days, then connect the In hours and Out of hours branches to the right steps.
How do ring groups work?
You choose the members, a ring strategy and a maximum wait. If nobody answers in time, the call hangs up or moves to another extension, such as a manager or an AI agent.
How do I create a greeting with AI?
On the Audio files tab press Generate with AI, type the text, choose a voice and a file name. The system creates the audio file and syncs it to the phone system.
More in this area: hCall telephony & Voice AI
TelephonyExtensions, trunks, browser calling, history, recordings and SMS through SIMs, linked to customers.Voice AIAI agents answer calls by voice from your knowledge and hand over to staff with a summary.Call campaignsCall a customer list or remind one person at a time with AI, within call hours, with results as tasks.