Case 1 : Repeat options for Simple IVR

Sample menu prompt - 

To place an order, please press 1

To speak to a customer representative, please press 2

To repeat the menu, please press 3

Scenario

1. caller hears the menu prompt and chooses option 3 to hear the menu options again
2. caller hears the menu prompt and chooses incorrect option/ option not configured (4/5/6/7/8/9/0) > wants to hear the menu options again

How to configure this setup using flow Builder →

Build a simple IVR with IVR option 1, option 2 and timeout. No configuration is required to repeat the menu prompt for option 3 / any other option not configured.

How it works?

In case of incorrect option selection, system automatically repeats the menu prompt of Main IVR based on the play times configured - In this case it's 3 times. Note - you can also set the play times to 0 which plays the menu prompt until the call ends.

Case 2 : Repeat options of top level IVR from one of the Nested/Multi level IVR

Sample menu prompt - 

For Spanish, press 1

For English, press 2

To repeat the language menu, please press 3

 English and Spanish has further options for callers : 

To place an order, please press 1

To speak to a customer representative, please press 2

To repeat the menu, please press 3

To go back to language selection menu, please press 4

Scenario

Caller chooses 2 for English, hears the english menu options > wants to have the call in spanish instead > presses 4 to to go back to language selection.

How to configure this setup using flow Builder →

1. Build and publish the flow without option 4 for English IVR.
2. Find the extension of the flow just published - go to Flow Builder using the left nav, use the search icon to find the flow and look at the column “Extension”. Copy the extension and make a note of it - here its “949046”
3. Open the same flow in draft mode and add option 4
4. Use the external number widget with internal flow extension of “Sample lang based Flow” - here its “949046” as its value to go back to the start of the flow
5. Please note - only successfully published/live flow will have associated flow extension. 

How it works?

When the caller selects an option that is forwarded a flow extension, system routes the call to the start of that flow - in this case will repeat the language selection prompt.

Build a IVR using Flow builder by following simple steps mentioned here - Configure IVR within Flow Builder