Navigate to Settings > Queue > IVR and select a top-level queue.
In the side menu queue settings, navigate to Custom Fallback IVR Navigation and select Configure.
Toggle Custom Fallback IVR Navigation to On.
Set the number of times the IVR menu will repeat.
Select the first available menu: If the caller does not make a selection after the specified number of repetitions, this option automatically places them in the first menu option available to them.
Select the last available menu: If the caller does not make a selection after the specified number of repetitions, this option automatically places them in the previous menu.
Direct to voicemail: The caller will be redirected to voicemail.
End call: The caller will be disconnected.
Select a specific menu: The caller will be routed to the menu of your choosing. Select your menu language, then choose from the available options.
Click Save.
Enable custom fallback IVR navigation for top-level queues
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Last updated 2026-05-04 UTC.