Hi everyone,
I am working on customizing our IVR menu in Genesys Cloud and could use some guidance. I want to set up a menu where callers can select different options based on their needs, like sales, support..., or billing.
However, I am not quite sure where to start or how to structure it effectively:.
Here’s what I am aiming for ::-
- Main Menu : Callers should hear a welcome message and then be given options (e.g., press 1 for Sales, 2 for Support).
- Sub-menus : Depending on the option chosen, callers should hear a secondary set of options or be routed to the appropriate team.
- Fallback Handling : I want to ensure there’s a fallback option if the caller doesn’t make a selection or presses an invalid key.
Any tips or step-by-step instructions on how to set this up would be greatly appreciated. I also read this https://all.docs.genesys.com/UseCases/Current/GenesysCloud/CE09/CISSP/ but couldn't get the solution.
Also, if there are any best practices or common pitfalls I should be aware of, please let me know.
Thanks in advance....! 
Steve Smith