These profiles determine how callers are routed when a specific digit is selected, allowing call flows to present structured self-service options such as reaching a department, accessing a queue, or triggering another menu path. They are commonly used to organize inbound routing and provide callers with clear navigation choices.

Digit Menu Profiles help simplify IVR configuration and make menu behavior easier to manage across the platform. Once assigned within the appropriate routing logic, a Digit Menu Profile can be used to support consistent caller navigation while allowing updates to menu options without rebuilding the full flow structure.

Accessing Digit Menu Profiles

Digit Menu Profiles are accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Routing Configuration > Digit Menu Profiles
2. All configured digit menu profiles are listed in the modal

Building a Profile

1. Select Add New Profile in the bottom-left of the modal
2. Name the profile
3. Configure the required inputs:
   • Greeting — an announcement played when the caller enters the digit menu
   • Greeting Repeat Count — number of times the Greeting repeats if no digit is selected or an invalid digit is entered
   • Timeout Action — a terminating action (drop or transfer) triggered when the Greeting Repeat Count is exceeded or no valid selection is made
   • Message for Invalid Entry — an announcement played when the caller enters a digit not defined in the menu; triggers the Greeting and increments the repeat count
4. Configure the digit actions — each digit (0–9, *, #) can be assigned one of the following actions:
   • Forced Announcement — plays an announcement to the caller
   • Transfer — transfers the caller to an IVR, skill, agent, or dialable number
   • Dial by Extension — allows the caller to dial an extension directly:
     • Play Announcement — prompts the caller to enter the party’s extension
     • Timeout Duration — maximum time given to the caller to enter the extension
     • Invalid Announcement — played if an invalid entry is entered
5. Additional digit actions can be added to complete the menu
6. Click Save on the bottom-right of the modal