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IVR menus and call announcements help guide callers and route them to the right place before they speak with someone.
These features are part of the inbound service and operate before calls reach your phone system.
Call Announcements
Call announcements play recorded messages to callers.
Common uses
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Welcome messages
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Business hour notifications
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Temporary notices (closures or outages)
Announcements can play before routing continues or before calls end.
IVR Menus
IVR (Interactive Voice Response) menus allow callers to make selections using their keypad.
How IVR menus work
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A recorded menu plays (e.g. “Press 1 for sales”)
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The caller makes a selection
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The call is routed based on that choice
Menus can have multiple options and levels.
When IVR Works Well
IVR is effective when:
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Call reasons are clear and limited
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Options are simple and well explained
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Most callers know what they need
Simple menus generally perform better than complex ones.
Common IVR Mistakes
IVR menus are less effective when:
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Too many options are provided
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Menus are deeply layered
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Messages are long or unclear
Poorly designed IVR can increase call abandonment.
Combining IVR with Other Routing
IVR menus can be combined with:
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Time & day routing
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Geographic routing
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Call overflow and failover
For example, callers may hear different menus after hours or be routed differently by location.
Audio Requirements
Announcements and IVR recordings must meet technical requirements to ensure clarity and compatibility.
Pickle can advise on:
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Audio formats
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Recording quality
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Script best practices
When to Contact Pickle
Contact Pickle if you:
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Want to add or change an IVR menu
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Need help simplifying an existing menu
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Want announcements for holidays or events
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Are unsure whether IVR is appropriate
We can help design announcements and menus that improve call handling without frustrating callers.