{"id":9772,"date":"2026-09-02T01:06:06","date_gmt":"2026-09-01T23:06:06","guid":{"rendered":"https:\/\/business.onoff.app\/?p=9772"},"modified":"2026-09-07T14:03:28","modified_gmt":"2026-09-07T12:03:28","slug":"how-to-set-up-an-ivr-menu","status":"publish","type":"post","link":"https:\/\/business.onoff.app\/en\/blog\/technology-telecoms\/how-to-set-up-an-ivr-menu\/","title":{"rendered":"Interactive voice response: how an IVR works and how to set one up"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"9772\" class=\"elementor elementor-9772\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a00f74d elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"a00f74d\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d8d30d8\" data-id=\"d8d30d8\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-dd65937 elementor-widget elementor-widget-text-editor\" data-id=\"dd65937\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/business.onoff.app\/en\/features\/platform\/administration-interface\/ivr-interactive-voice-response\/\"><span style=\"font-weight: 400;\">Interactive voice response<\/span><\/a><span style=\"font-weight: 400;\"> is the system that answers a business call automatically, plays a message, and sends the caller somewhere based on what they press or say. Most people see it as &#8220;press 1 for sales, press 2 for accounts&#8221;.<\/span><\/p><p><span style=\"font-weight: 400;\">The technology is quite old. What has changed is who can run it. Until fairly recently an IVR meant a PBX in a cupboard and an engineer on a day rate. Now it is a configuration screen, and a company of four people can have call routing that behaves like a company of four hundred. It also means a great many small businesses are running menus that were set up once, never revisited, and are quietly costing them calls.<\/span><\/p><p><span style=\"font-weight: 400;\">Bad menus are almost never a technology failure. Someone sat down with an org chart, turned each department into a keypad option, recorded it, and never rang the number again.<\/span><\/p><p><span style=\"font-weight: 400;\">What follows covers what an IVR is, how it differs from the things it gets confused with, when a business genuinely needs one, and how to design, write, schedule and test a menu that does not annoy the people you want to hear from.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a3086dd elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"a3086dd\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4dd633f\" data-id=\"4dd633f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1c28961 elementor-widget elementor-widget-text-editor\" data-id=\"1c28961\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2><b>What IVR stands for<\/b><\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f857f65 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"f857f65\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a33d94e\" data-id=\"a33d94e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-18a3657 elementor-widget elementor-widget-text-editor\" data-id=\"18a3657\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">IVR stands for interactive voice response. You will occasionally see it written as a voice response unit (VRU) or an interactive voice server: they refer to the same thing.<\/span><\/p><p><span style=\"font-weight: 400;\">The distinction that matters is between an IVR and voicemail. Voicemail records the caller and ends the interaction. An IVR keeps the caller in the system and does something with what they tell it.\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-be83616 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"be83616\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-cbe0070\" data-id=\"cbe0070\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e15828e elementor-widget elementor-widget-text-editor\" data-id=\"e15828e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2><b>How an IVR works<\/b><\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-925556a elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"925556a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b485ec9\" data-id=\"b485ec9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2568c87 elementor-widget elementor-widget-text-editor\" data-id=\"2568c87\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">A call arrives on your business number. Instead of ringing a handset, it hits the IVR first.<\/span><\/p><p><span style=\"font-weight: 400;\">The system answers and plays a greeting. This is either an audio file someone recorded, or text you typed that the platform reads aloud using text-to-speech. It then waits for input.<\/span><\/p><p><span style=\"font-weight: 400;\">That input arrives in one of two ways. The older and still dominant method is DTMF: dual-tone multi-frequency signalling. Pressing 3 on a keypad sends two simultaneous audio tones down the line, and the system recognises the pair as a 3. It works on any phone, on any network, and has done since the 1960s. The alternative is speech recognition, where the caller says &#8220;accounts&#8221; and the system transcribes it. Speech input tests well with callers and badly with accents, background noise and hands-free car kits.<\/span><\/p><p><span style=\"font-weight: 400;\">Whatever the input, the IVR then applies routing rules. A press of 1 might mean:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ring a specific person<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ring a group of people at once, or in sequence<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">put the caller in a queue for a team<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">play another menu<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">send the call to voicemail<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">read out information the caller asked for<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">Most systems layer conditions on top. Time of day and day of week are the common ones, so calls at 19:00 on a Friday behave differently from calls at 11:00 on a Tuesday. Better systems also check whether anyone is actually available before routing, rather than ringing an empty desk for forty seconds.<\/span><\/p><p><span style=\"font-weight: 400;\">Everything gets logged: which option was chosen, how long the caller waited, whether they hung up. This log is the most useful and least used part of an IVR.\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c70d788 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"c70d788\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-828f0f0\" data-id=\"828f0f0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e85403c elementor-widget elementor-widget-text-editor\" data-id=\"e85403c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2><b>IVR, auto attendant and call queue<\/b><\/h2><p><span style=\"font-weight: 400;\">These three get used interchangeably in marketing copy, and they are not the same. An auto attendant answers and transfers. It plays a menu and connects the caller to an extension or a group.<\/span><\/p><p><span style=\"font-weight: 400;\">A true IVR collects information from the caller and acts on it: entering an account number and hearing a balance, keying in an order reference and getting a delivery date. That requires the phone system to talk to a database.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">A call queue holds callers waiting for a team, plays hold music, and distributes them to whoever frees up first.<\/span><\/p><p><span style=\"font-weight: 400;\">Almost every &#8220;IVR&#8221; sold to a small business is an auto attendant with a call queue behind it. Full self-service IVR earns its complexity at volumes most SMEs will never see.<\/span><\/p><h2><b>When a business actually needs one<\/b><\/h2><p><span style=\"font-weight: 400;\">The signals are fairly consistent:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">one mobile is taking every enquiry, and whoever holds it becomes a switchboard<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">calls regularly reach the wrong person and get walked across the office<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">the same number serves sales, support and accounts<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">the team is spread across sites or working from home, so there is no physical office to route around<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">out-of-hours calls currently go nowhere<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">It cuts the other way too. A sole trader taking twelve calls a week will lose more from the friction than they gain from the routing. So will any business whose callers are in a hurry by definition: emergency trades, urgent care, anything where the person ringing has a leak or a deadline. Those calls should reach a human on the first ring.<\/span><\/p><h2><b>Designing a menu callers will use<\/b><\/h2><h3><b>Start with the calls you already get<\/b><\/h3><p><span style=\"font-weight: 400;\">Before touching any settings, pull last month&#8217;s call records and sort them by why people rang.<\/span><\/p><p><span style=\"font-weight: 400;\">In most small businesses, three or four reasons cover around eighty per cent of the volume. Those reasons are your menu. Everything else goes behind a single catch-all option.<\/span><\/p><p><span style=\"font-weight: 400;\">If you have no call records to sort, spend a fortnight writing down the reason for every inbound call on a shared note. It is tedious, and it will change what you build.<\/span><\/p><p><span style=\"font-weight: 400;\">The mistake this prevents is designing around your internal structure. Your callers do not know that fulfilment and customer service are different teams. They know they have not received their order.<\/span><\/p><h3><b>Four options, one level<\/b><\/h3><p><span style=\"font-weight: 400;\">Four options at a single level is a workable ceiling for most small teams.<\/span><\/p><p><span style=\"font-weight: 400;\">Every option costs the caller listening time, and they cannot skip ahead. Every extra layer costs them patience. A caller who has pressed 2 and then been offered four more choices is measurably closer to hanging up.<\/span><\/p><p><span style=\"font-weight: 400;\">A phone tree is what you get when menus lead to further menus. Large organisations need them because they genuinely have thirty destinations. If you find yourself building a third level, the honest answer is usually that you need a second phone number rather than a deeper tree: a separate support line printed on invoices, say, rather than a submenu buried under option 3.<\/span><\/p><h3><b>Order by frequency, not hierarchy<\/b><\/h3><p><span style=\"font-weight: 400;\">Callers stop listening as soon as they hear something plausible. If seventy per cent of your calls are new sales enquiries, sales is option 1, regardless of where sales sits in the company.<\/span><\/p><h3><b>What each key can do<\/b><\/h3><p><span style=\"font-weight: 400;\">On most cloud systems a keypad option can route to one person, a group ringing together or one after another, a queue with hold music, a shared or individual voicemail box, a recorded announcement, an external number, or another menu.<\/span><\/p><p><span style=\"font-weight: 400;\">Announcements are the underused one. Opening hours, the address, a delivery status line, a bank holiday notice. Any question you answer more than twenty times a week that has a fixed answer can be a recording, and the caller gets it in fifteen seconds rather than waiting for someone to say the same thing again.<\/span><\/p><h2><b>Writing the script<\/b><\/h2><p><span style=\"font-weight: 400;\">Read every line aloud before you record it. If you run out of breath, it is too long.<\/span><\/p><p><span style=\"font-weight: 400;\">Put the description before the number, always. &#8220;For sales, press 1&#8221; rather than &#8220;Press 1 for sales.&#8221; The caller needs to know what they are listening for before they are told what to do about it, and reversing that order makes them replay the whole menu.<\/span><\/p><p><span style=\"font-weight: 400;\">Cut the greeting that thanks people for calling and assures them their call is important. It adds six seconds to every single call and persuades nobody.<\/span><\/p><p><span style=\"font-weight: 400;\">Name things the way callers name them. &#8220;Accounts&#8221; beats &#8220;finance operations&#8221;. &#8220;Help with an order you&#8217;ve already placed&#8221; beats &#8220;post-sales support&#8221;.<\/span><\/p><h3><b>Four scripts to adapt<\/b><\/h3><p><b>Business hours, small sales and support team<\/b><\/p><p><span style=\"font-weight: 400;\">&#8220;Hello, you&#8217;ve reached [Company]. For sales and new enquiries, press 1. For help with an existing order, press 2. For accounts, press 3. To speak to someone, press 0.&#8221;<\/span><\/p><p><b>Out-of-hours<\/b><\/p><p><span style=\"font-weight: 400;\">&#8220;Hello, you&#8217;ve reached [Company]. We&#8217;re closed at the moment and open again at nine tomorrow morning. Leave a message after the tone and we&#8217;ll call you back, or email [address] and we&#8217;ll reply first thing.&#8221;<\/span><\/p><p><b>Single-person business with a filter<\/b><\/p><p><span style=\"font-weight: 400;\">&#8220;Hi, you&#8217;ve reached [Name] at [Company]. I&#8217;m probably on another call. If this is about a new project, press 1 and I&#8217;ll ring you back today. For anything else, leave a message after the tone.&#8221;<\/span><\/p><p><b>Bank holiday or closure<\/b><\/p><p><span style=\"font-weight: 400;\">&#8220;Hello, you&#8217;ve reached [Company]. We&#8217;re closed for the bank holiday and open again on Tuesday the [date] at nine. If it&#8217;s urgent, email [address] and someone will pick it up.&#8221;<\/span><\/p><p><span style=\"font-weight: 400;\">Each of these runs under fifteen seconds spoken. That is the target, and it is tighter than it sounds.<\/span><\/p><h2><b>Always leave a way out<\/b><\/h2><p><span style=\"font-weight: 400;\">There should be a key that reaches a person, and it should be 0, because that is where people press when they have given up on the menu.<\/span><\/p><p><span style=\"font-weight: 400;\">Separately, decide what happens when the caller presses nothing at all. This is more common than it looks: they are driving, the phone is on speaker in a pocket, or an old handset sends the tone late. The default on most systems is voicemail, which quietly loses you calls from people who had every intention of buying something. Point it at your main line or a ring group instead.<\/span><\/p><p><span style=\"font-weight: 400;\">Repeating the menu is the third option and the worst one. Someone who did not respond the first time is unlikely to be helped by hearing it again.<\/span><\/p><h2><b>Out-of-hours, bank holidays and hold<\/b><\/h2><p><span style=\"font-weight: 400;\">An out-of-hours message that only says you are closed wastes the call. Give the caller three things: when you open, a voicemail somebody will genuinely listen to, and a second route such as an email address or a booking link.<\/span><\/p><p><span style=\"font-weight: 400;\">Put this on a schedule rather than a manual switch. Nobody remembers to flip the greeting on Christmas Eve. Check whether your system supports bank holidays as exceptions, because that is where scheduled routing usually falls down in the UK.<\/span><\/p><h3><b>Hold music and on-hold messages<\/b><\/h3><p><span style=\"font-weight: 400;\">If callers queue, they hear something. Silence makes people think the call has dropped, and most hang up within about thirty seconds of it.<\/span><\/p><p><span style=\"font-weight: 400;\">Keep on-hold messages short and factual. Current lead times, a link to the tracking page, opening hours. Avoid marketing at people who are waiting to complain, and avoid anything that loops so tightly that a two-minute wait means hearing the same twenty seconds four times.<\/span><\/p><p><span style=\"font-weight: 400;\">Check the licensing position on any music you use. Recorded commercial music played to callers generally requires a licence in the UK, which is why most providers supply cleared tracks. Use theirs unless you have a specific reason not to.<\/span><\/p><h2><b>Recorded voice or text-to-speech<\/b><\/h2><p><span style=\"font-weight: 400;\">Text-to-speech is instant, costs nothing to change, and is now good enough that most callers will not notice. Use it while the menu is still moving.<\/span><\/p><p><span style=\"font-weight: 400;\">A recorded human voice sounds better and is worth commissioning once the structure has settled. The catch is maintenance: every subsequent change means either paying for a re-record or accepting an obvious mismatch halfway through the menu, where a warm human voice hands over to a synthetic one.<\/span><\/p><h2><b>Setting it up<\/b><\/h2><p><span style=\"font-weight: 400;\">On a <a href=\"https:\/\/business.onoff.app\/en\/resources\/cloud-telephony\/\">cloud phone system<\/a> the build takes about ten minutes and no hardware. The old constraint was the PBX in the cupboard, and with the PSTN switch-off retiring that generation of equipment anyway, most businesses are configuring routing in a browser rather than buying a box.<\/span><\/p><p><span style=\"font-weight: 400;\">In Onoff Business the feature is called Greeting. It sits on the number rather than on a device, so the routing works whether your team answers on a mobile, in the browser or through the desktop app. For teams whose people are out of the office more often than in it, that distinction decides whether the menu gets used or worked around.<\/span><\/p><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Open the number.<\/b><span style=\"font-weight: 400;\"> In the administration interface, go to Numbers and select the business number the menu should answer.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Turn on Greeting.<\/b>\u00a0<\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Add the greeting.<\/b><span style=\"font-weight: 400;\"> Upload an audio file, record directly, or type the text for text-to-speech. Paste one of the scripts above and change the company name.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Assign the keys<\/b><span style=\"font-weight: 400;\"> to users, groups, voicemail, an announcement or an external number.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Set the no-input destination<\/b><span style=\"font-weight: 400;\"> to your main line or a ring group.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Add the schedule<\/b><span style=\"font-weight: 400;\"> and attach a separate out-of-hours flow.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Save and ring it.<\/b><\/li><\/ol><h2><b>Test it before it goes live<\/b><\/h2><p><span style=\"font-weight: 400;\">Ring your own number. From a mobile, on a weak signal, in a moving car with the phone on speaker.<\/span><\/p><p><span style=\"font-weight: 400;\">Press every option and confirm the call lands where you think it does. Then press nothing and see where you end up. Then press 0.<\/span><\/p><p><span style=\"font-weight: 400;\">Then get two people who do not work for you to call it, and ask them afterwards what they thought each option meant. This catches more than any amount of planning on paper, because you already know what &#8220;option 2&#8221; means and they do not.<\/span><\/p><h2><b>Review it after a month<\/b><\/h2><p><span style=\"font-weight: 400;\">Three numbers in the call log tell you whether the menu works.<\/span><\/p><p><span style=\"font-weight: 400;\">Which options callers choose. If one takes almost nothing, it does not belong on the menu.<\/span><\/p><p><span style=\"font-weight: 400;\">How many abandon before choosing. A high rate usually means the greeting is too long.<\/span><\/p><p><span style=\"font-weight: 400;\">How many press 0. This is the most useful number on the list. People pressing 0 immediately are telling you the menu does not describe what they rang about.<\/span><\/p><p><span style=\"font-weight: 400;\">Set a reminder to look at this quarterly. Menus that were right in March are often wrong by September, because the business changed and the recording did not.<\/span><\/p><h2><b>The UK rules worth knowing<\/b><\/h2><p><span style=\"font-weight: 400;\">Two things catch businesses out, and neither is about the menu itself.<\/span><\/p><p><b>Call recording.<\/b><span style=\"font-weight: 400;\"> If you record calls that pass through your IVR, you are processing personal data and need a lawful basis under UK GDPR, plus you have to tell callers. The announcement at the top of the greeting is the usual mechanism, and it needs to sit in the flow before any recording starts. The ICO&#8217;s <\/span><a href=\"https:\/\/ico.org.uk\/for-organisations\/uk-gdpr-guidance-and-resources\/employment-information\/monitoring-workers\/\"><span style=\"font-weight: 400;\">guidance on monitoring at work<\/span><\/a><span style=\"font-weight: 400;\"> sets out what is expected.<\/span><\/p><p><b>Automated outbound calls are a different regime.<\/b><span style=\"font-weight: 400;\"> An inbound IVR sits outside direct marketing rules. The moment you use the same system to place automated calls playing a recorded message, PECR Regulation 19 applies, and that requires prior consent from the person you are ringing. Inbound and outbound are not governed by the same rules and should not be planned as one project.<\/span><\/p><h2><b>What to look for in a system<\/b><\/h2><p><span style=\"font-weight: 400;\">Setting aside features you will never use, the questions that decide whether an IVR gets maintained or abandoned are narrow.<\/span><\/p><p><b>Can you change it yourself?<\/b><span style=\"font-weight: 400;\"> If editing the menu means raising a ticket, the menu will be wrong within three months.<\/span><\/p><p><b>Does it work on mobiles?<\/b><span style=\"font-weight: 400;\"> If your team answers on their own phones and works away from a desk, an IVR designed around desk handsets will fight you the whole way.<\/span><\/p><p><b>Is routing time-aware?<\/b><span style=\"font-weight: 400;\"> Business hours, weekends and bank holidays, set once.<\/span><\/p><p><b>Are the logs usable?<\/b><span style=\"font-weight: 400;\"> You need to see which options are chosen and where callers drop, otherwise you are guessing.<\/span><\/p><p><b>Does it reach your CRM?<\/b><span style=\"font-weight: 400;\"> Routing decisions are more useful when the record of them lands next to the deal.<\/span><\/p><p><span style=\"font-weight: 400;\">Most of the value in a menu comes from getting the first four options right and then looking at the log every quarter. The platform only has to make that easy.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b839d35 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"b839d35\" data-element_type=\"section\" data-e-type=\"section\" id=\"banner-design-pack\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-76b64f88\" data-id=\"76b64f88\" data-element_type=\"column\" data-e-type=\"column\" id=\"banner-design-pack-col\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3084c8eb elementor-widget elementor-widget-heading\" data-id=\"3084c8eb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Still routing every call through one mobile?\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f33de3b elementor-widget elementor-widget-text-editor\" data-id=\"4f33de3b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Set up a menu, opening hours and voicemail on your business number in about ten minutes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-5a2bac45 elementor-section-full_width elementor-section-content-middle elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"5a2bac45\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-34c67b4c\" data-id=\"34c67b4c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6a0cbe06 elementor-widget__width-auto elementor-widget elementor-widget-button\" data-id=\"6a0cbe06\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/subscribe-business.onoff.app\/subscription\/plan\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">See pricing<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dca1d46 elementor-widget__width-auto elementor-widget elementor-widget-button\" data-id=\"dca1d46\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/welcome.onoffbusiness.com\/en\/ask-a-demo\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Book a demo<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>A practical guide to designing an IVR menu: which options belong on it, what order they go in, how long the script should run, what happens out of hours, and where the call lands when nobody presses anything. With four scripts to adapt.<\/p>\n","protected":false},"author":27,"featured_media":9773,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_angie_page":false,"content-type":"","page_builder":"","footnotes":""},"categories":[83],"tags":[],"class_list":["post-9772","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-technology-telecoms"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Interactive voice response: what IVR is and how to set it up<\/title>\n<meta name=\"description\" content=\"What interactive voice response is, how an IVR routes a call, and how to design a menu, script and schedule your callers will actually use.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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