Inbound IVR builder

Tenant admins configure this at Admin → Inbound IVR (/admin/playbooks). Admin → IVR (/admin/ivr) redirects to the same page.

You need the IVR or Playbooks feature on. If live IVR is off, you can still save a playbook, but callers hear that the service is unavailable until the landlord enables IVR.

Build the menu

1. Sign in as owner/admin and open Inbound IVR from Admin home.
2. Name the menu (default Main inbound).
3. Choose how callers hear the Greeting: - Text to speech — type the script Octone reads. - Pre-recorded audio — upload an mp3, wav, or m4a (about 8MB max). Preview it in the browser, then Replace or Remove.
4. Under Menu keys, map 1–9, *, 0, # to: - Unused - Transfer to extension (pick a Yealink, outside number, or softphone extension) - Speak a message, then hang up - Repeat the menu - Transfer to a phone number (E.164, for example +13125551212)
5. Optionally check Also let callers dial an extension and press #.
6. Set Timeout / Wrong key: Repeat the menu or Speak, then hang up, wait seconds, extra tries, and prompts. Timeout and wrong-key prompts stay text-to-speech.

Create extensions first at Extensions & desk phones so Transfer to extension has something to ring.

After hours

Check Use different greeting outside business hours (then hang up). Pick a Timezone, open/close hours per weekday, then the closed message as Text to speech or Pre-recorded audio (same upload rules as the greeting).

Leave Then record a voicemail on (default). After the closed prompt, the caller hears a beep and can leave a message. Listen at Voicemail. Turn that off to hang up without a message.

Menu keys can also Leave voicemail, Ring a queue, or open a Nested menu. Optional per-key audio clip for speak-and-hangup, nested-menu greeting, or voicemail prompt. See Voicemail, Call queues, Nested menus.

Activate

• Create & activate (or Save & activate when editing) makes this the one LIVE inbound menu for the tenant.
• Create draft / Save draft stores it without answering yet.
• Only one inbound playbook is live at a time. Use Activate / Deactivate on Saved menus.

The Preview column shows the path callers hear for what you are editing.

Call the tenant DID to test. The call log still records the IVR and any transfer. See How a live call behaves.