How to Configure a Multi-Level IVR on Grandstream UCM6300

Back up the UCM configuration

Create and download a current configuration backup before changing production call routing. Record the existing inbound-route destination and take screenshots of the current rule. This gives you a fast rollback path if callers are affected.

Confirm extensions, queues and ring groups

From an internal phone, call every destination that the IVR will use. Confirm that queue agents can answer, ring-group members ring, voicemail records correctly and the operator extension is available. An IVR cannot repair a destination that already fails.

Upload or record custom prompts

1. Choose Record New Custom Prompt to have the PBX call a registered extension, or choose the upload option for a prepared audio file.
2. Use clear names such as ivr_main_v1, ivr_sales_v1, ivr_products_v1 and ivr_afterhours_v1.
3. Play each file from the interface and check clarity, volume, silence and wording.

If your firmware places Custom Prompt in a slightly different section, use the PBX menu search or the prompt shortcut inside the IVR editor.

Create the deepest IVR first

Create Product IVR first because the parent Sales IVR must point to it.

Save the basic settings, then open Key Pressing Events. Map 1, 2 and 3 to the relevant extensions, queues or ring groups. Map 9 to the Sales IVR after it is created, or return to this record later to complete that mapping.

Create the Sales department IVR

Create IVR_SALES on extension 7001, select the Sales prompt and keep trunk dialing disabled. Configure these key events:

Create the Support department IVR

Create IVR_SUPPORT on extension 7002. A useful mapping is 1 for existing-customer support queue, 2 for managed-services queue, 3 for remote-support instructions or a dedicated extension, and 9 for the main menu.

If callers will enter account numbers, ticket numbers or multiple digits, review the digit timeout carefully. A timeout that is too short can submit an incomplete entry.

Create the top-level Main IVR

Create IVR_MAIN on extension 7000 and select ivr_main_v1. Configure 1 to IVR_SALES, 2 to IVR_SUPPORT, 3 to the Accounts ring group, and 0 to the operator. Complete the “return” mappings in the child IVRs after the Main IVR exists.

Configure Invalid and Timeout behaviour

Invalid handles a key or number that is not assigned. Timeout handles no input within the response window. A good production pattern is:

1. First occurrence: replay a short prompt such as “That selection was not recognised.”
2. Repeat the menu once.
3. After the allowed repeat loop: transfer to the operator, voicemail or a safe fallback.

Avoid endless loops. A caller who cannot interact with the menu needs a human or a clear exit.

Review advanced IVR settings

• Language: select the correct system language where applicable.
• Replace display name: use a useful label so staff can see that the call came through an IVR.
• Blacklist / whitelist: restrict direct access if direct extension dialing is enabled.
• Alert-Info: use only if phones are provisioned for a distinctive ringtone.
• Time conditions on keys: where supported by your firmware, use them only when the behaviour is documented and tested.

Save and apply changes

Save each IVR, review the full list and click Apply Changes if the interface shows a pending-change banner. Call extensions 7000, 7001, 7002 and 7003 internally before connecting the public inbound route.