# Prepare Call Flow Menus and Schedule Drafts

Create a reusable call menu, review prompts and destinations, and distinguish a saved draft from active call handling.

Reviewed 2026-10-28

## Confirm the task and access

Open **Phone**, then **IVR**, when those controls are available. Managing call-flow definitions requires the appropriate Phone and organization settings access. Mind Map access alone is insufficient.

A saved definition is a reusable draft. It does not establish that live calls will use it. Follow the visible availability and activation controls rather than treating authoring as live-call acceptance.

## Create the menu

Choose **+ IVR** and name the definition. Select a menu on the call-flow map to focus its controls.

Review the **Menu prompt**, whether typed or recorded, and the voice and recognition language. Write the actual words callers should hear. Selecting a Spanish voice does not translate English text.

## Add choices and fallbacks

Use **+ Option** to add a choice. Review its keypad number and destination. A choice can lead to a submenu or an available terminal action.

Check every submenu and fallback, including the behavior for no response or an invalid response. Confirm forwarding destinations and assigned people or lines through the offered controls.

Keep drafts incomplete while working if needed, but resolve validation messages before using the definition in a schedule.

## Review a schedule snapshot

Open **Inbound Call Handling & Scheduling** to review the intended schedule. A saved definition can be added as an inactive snapshot when the controls permit it.

Check the schedule's date, times, destination, prompt, and current state. Later edits to the reusable definition do not change that existing snapshot automatically.

## Verify activation separately

Saving, adding an inactive snapshot, activating, and handling a real call are different results. Do not report call handling as complete based on the diagram or save message.

If live activation is unavailable, keep the work as a draft. If activation is available and authorized, review its confirmation and verify the actual call behavior through your organization's approved test process.

Before retrying a failed save or schedule change, reopen the definition or schedule and inspect its current state.