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 the Digit Menu Profiles

1. Log into Xima CCaaS with an account that have Supervisor or Admin permissions
2. Navigate to Routing Configuration > Digit Menu Profiles
3. The Digit Menu Profiles can be viewed and managed from the popup

Building a Profile

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Creating a profile does not automatically change routing behavior; the profile must be assigned where it will be evaluated.

1. Select Add New Profile in the bottom-left of the modal
2. Name the profile
3. Configure the required inputs:
   1. Greeting is an announcement when the caller enters this digit menu
   2. Greeting Repeat Count is the amount of times the Greeting is repeated if a digit is not selected or if it is invalid
   3. Timeout Action is a terminating action that will either drop the caller or transfer the caller that is triggered by the Greeting Repeat Count being exceeded or the caller has not selected an option that exits the digit menu
   4. Message for Invalid Entry is an announcement when the caller has entered a digit that is not in the digit menu and trigger the Greeting announcement (which will increment the count towards the Greeting Repeat Count
4. Configure the digit actions
   1. Each digit represents the number on a dial pad (0 through 9, *, and #)
   2. Each digit can be assigned with an action
      1. Forced Announcement will announce an announcement to the caller
      2. Transfer will transfer the caller to an IVR, skill, agent, or dialable number
      3. Dial by Extension will allow the caller to dial to an extension and transfer them
         1. Play Annoucement will announce to the caller to dial their party’s extension
         2. Timeout Duration is the max amount of time given to the caller to input their party’s extension
         3. Invalid Annoucement will announce to the caller if an invalid entry was entered
5. Additional digit actions can be added to complete the digit menu
6. Click Save on the bottom-right of the modal to save