Set Up a Caller Menu (DTMF)

A Caller Menu is a touch-tone (DTMF) or speech-based qualification menu that callers interact with before being routed to an agent. Each menu option can route to a product category, connect directly to an agent, or replay the menu.

Before you start

• Your campaign must be created and active.
• You should know the product categories or qualification paths you want to offer.

Steps

1. 1

   Open your campaign

   Go to Campaigns and click the campaign you want to configure.

2. 2

   Set Call Flow Type to Native

   In the Call Flow Type section, select Caller Menu (Native).

3. 3

   Choose a template or start from scratch

   SureConnect offers pre-built templates for common insurance verticals (Life Insurance, IUL, Mortgage Protection, General). You can select a template as a starting point and customize it, or create a blank menu.

4. 4

   Configure the greeting

   Enter the Greeting text — this is what callers hear first. Keep it clear and concise. Example: "Thank you for calling. Please press 1 for auto insurance, press 2 for home insurance."

5. 5

   Select the input mode

   Choose how callers respond:

   • DTMF — Touch-tone keypad only.
   • Speech — Voice recognition only.
   • Speech + DTMF — Accept both methods.
   • Greeting Only — Play the greeting and then route directly without collecting any input.
6. 6

   Add menu options

   For each option, configure:

   • Digit — The keypad number (1–9).
   • Label — What the option is called (e.g., "Auto Insurance").
   • Action Type:
     • Category — Route the call with this category. Agents assigned to this category in routing rules will receive the call.
     • Connect to Agent — Skip category routing and connect to any available agent immediately.
     • Repeat Menu — Replay the greeting and options.
7. 7

   Save the menu

   Click Save. The menu is now active for all new inbound calls on this campaign.

Speech matching

When speech input is enabled, SureConnect matches the caller's spoken words against the menu option labels, descriptions, and digit names ("one", "two", etc.). The matching is case-insensitive and uses substring matching — the caller does not need to say the exact label.