It's essential for businesses to help answer their customer's questions as quickly as possible. One great way to achieve this is to set up what is called an Interactive Voice Response Number (IVR).

What does that mean exactly? An IVR number is simply the main phone number your customers call which provides them with a menu of options to choose from on their keypad (1- for support, 2- for sales), etc.,

Once your customer selects the option, their call is then redirected to the appropriate corresponding agent/department (always to a classic number).


An Admin user can set this up directly in the Aircall Dashboard by establishing the number as either an IVR number or a classic number. Once you have selected the number as an IVR number, you can then direct calls to other Aircall numbers or external mobile or landline numbers.

⚠️ Please note that it is not yet possible to directly route calls to teams from the main IVR number. However, you can create an IVR child number (or a redirection number) and assign the team to the call distribution of the phone number. Should your IVR number be Toll-Free, please also note that the total duration of the call will be charged as Toll-Free, even if your IVR child numbers are not Toll-Free.

How to create an IVR number:

  • Log in to the Dashboard.

  • Click on Create or port number located in the upper right-hand corner of the Number overview page.

  • A drop-down list will open. Select Create a number.

  • Choose Create IVR.

  • Next, you’ll be prompted to choose the location, type (toll-free or local), prefix.

  • Name your number and click on Create number.

  • Your number has now been created and you can continue with setting up your IVR number.

Upload your IVR Message

Once you've defined the IVR menu options, you will need to add your own IVR message to communicate the keys (numbers on the keypad) that your callers should choose from.

⚠️ Please note: An IVR number will not be functional until the IVR message has been customized and saved.

When uploading an IVR message please keep in mind that the message can only be 20 megabytes.

How to set up the custom IVR message:

  • Click on the Call distribution tab.

  • Click on the three dots located on the right-hand side of the IVR Message.

  • Select Edit.

  • When clicking on the Edit option, you’ll be able to either write a message that will be saved as pre-recorded text or you can upload a custom message from a file. If you choose the text-to-speech option, you will be able to choose from 16 different languages and 15 different voice styles.

How to set up the redirection options:

You can choose to redirect to an external number, another Aircall number, or create a new number in the tree:

  • Under the Call distribution tab, you will find a flow chart (as pictured below)

  • Click on the dark plus sign located in front of Add an option.

  • You will have two options: Forward to internal number and Forward to external number.

  • Select the appropriate option, add the number and click on Confirm.

⚠️ When making a classic number into an IVR number, please note that the main IVR Phone number will be charged at a monthly rate depending on your plan. Any redirection lines established are free of charge.


If a caller does not select an option or presses an incorrect key, the IVR message will play again. If they still do not select an option, they'll be asked to call back later and the call will be disconnected automatically. The callback later message is not customizable.


Switching a Classic Number to an IVR Number

  • Log into the Dashboard.

  • Select the Number you would like to make an IVR number. You can also search for the number in the search bar on the right side of the screen.

  • Once you have selected the number, click on the Settings tab.

  • Under General, select Classic.

  • A window will open providing you with details about converting an IVR number to classic.

  • Click on Convert.

  • Next, you will need to customize your IVR message and set up the redirection options.

If you choose to make your number an IVR number we recommend that you disable your welcome message.

Looking to switch your IVR number back to a Classic number? Follow our guide here.



Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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