How to Set Up an Auto Attendant (IVR) System
How do I create an automated phone menu?
Overview
An auto attendant (also called IVR or automated receptionist) greets callers and routes them to the right department or person without human intervention.
Setting up an effective auto attendant can dramatically improve call handling efficiency, reduce hold times, and make your business sound more professional. This guide covers everything from basic setup to advanced menu configuration.
Step-by-Step Instructions
Plan Your Menu Structure
Before diving into the system, sketch out your menu structure on paper. Consider:
- How many menu options do you need? (Keep it to 4-5 max for the main menu)
- What departments/functions should be accessible?
- Do you need sub-menus?
- Should there be a "dial by extension" option?
A simple structure: "Press 1 for Sales, 2 for Support, 3 for Billing, 0 for Operator"
- •Keep menus simple - callers get frustrated with too many options
- •Put the most commonly used option first
- •Always include a way to reach a human (press 0)
Access Auto Attendant Settings
In your VoIP admin portal, find the auto attendant or IVR section:
- Call Flow > Auto Attendant
- Phone System > IVR
- Features > Automated Receptionist
Click "Create New Auto Attendant" or similar button.
Record or Upload Your Greeting
You have several options for your greeting:
- Record via phone: Dial a number and record directly
- Record on computer: Use your mic to record through the portal
- Upload audio file: Professional recording in WAV or MP3 format
- Text-to-speech: Type text and let the system speak it
Professional tip: Have someone with a clear, friendly voice record it in a quiet environment.
- •Keep the greeting under 15 seconds
- •Speak clearly and at a moderate pace
- •Include your company name and brief instructions
- •Example: "Thank you for calling ABC Company. Press 1 for Sales..."
Configure Menu Options
Set up each menu option (1-9, 0, *, #):
- Option number: What the caller presses
- Action: Where it routes (extension, department, voicemail, sub-menu)
- Description: Internal note about what this option does
Configure actions like:
- Press 1: Transfer to Sales queue
- Press 2: Transfer to extension 201
- Press 3: Go to sub-menu for Support
- Press 0: Transfer to operator
Set Up Dial-by-Extension (Optional)
Enable the option that lets callers enter an extension number directly if they know it. This is usually found as:
- "Allow direct extension dialing"
- "Extension entry"
Set the number of digits for extensions (usually 3 or 4) so the system knows when the caller has finished entering the extension.
- •Mention this option in your greeting
- •Make sure all staff know their extensions
Configure Timeout and Invalid Input
Set what happens when:
- Caller doesn't press anything (timeout): Default is usually 5-10 seconds
- Caller presses an invalid key: Play an error message and repeat menu
Options include:
- Repeat the menu
- Transfer to operator
- Send to voicemail
- Disconnect
- •Give callers 2-3 chances before transferring to an operator
- •Keep timeout at 5-8 seconds - longer feels like eternity to callers
Set Business Hours (Optional)
Configure different menus for:
- Business hours: Full menu with transfer options
- After hours: Voicemail or emergency-only options
- Holidays: Special greeting and handling
Set your business hours schedule in the system (e.g., Monday-Friday 9AM-5PM).
Test Thoroughly
Call your main number multiple times and test:
- Does the greeting play correctly?
- Do all menu options work?
- Does dial-by-extension work?
- What happens with invalid input?
- Does the timeout work correctly?
- Are after-hours settings working?
Have colleagues test from different phone types (mobile, landline, VoIP).
- •Test during and after business hours
- •Try intentionally making mistakes to test error handling
- •Get feedback from employees and customers
Common Issues & Solutions
Callers complaining menu is too long or confusing
Simplify your menu. Limit main menu to 4-5 options maximum. Use sub-menus for less common options. Consider removing or combining rarely-used menu items.
Menu options not working (nothing happens when pressing buttons)
Check that your phone system is set to detect DTMF tones. Some systems have this disabled by default. Also verify that menu actions are properly configured with valid destinations.
Greeting audio quality is poor
Re-record in a quiet environment using a good quality microphone. Save the file as WAV format at 8000Hz sample rate (phone quality). Avoid MP3 compression for initial recording.
After-hours greeting not activating
Verify your business hours schedule is configured correctly, including time zone. Make sure the auto attendant is set to use the schedule and that you've actually enabled the after-hours greeting.
Frequently Asked Questions
How many menu options should I have?
Keep your main menu to 4-5 options maximum. People can't remember more than that. Use sub-menus for additional options, but avoid going more than 2 levels deep.
Should I use a professional voice actor?
It depends on your business. Professional services, healthcare, and finance often benefit from professional recordings. Small businesses can often use an employee with a clear, friendly voice.
Can I have different greetings for different times?
Yes! Most VoIP systems let you set different greetings and menu options for business hours, after hours, lunch breaks, and holidays. This is called "time-based routing" or "business hours settings."
How do I update my auto attendant?
You can update greetings, menu options, and settings anytime through your admin portal. Changes usually take effect immediately, though some systems may require you to "apply" or "publish" changes.
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