Auto Receptionist, also known as IVR (Interactive Voice Response) allows callers to interact with a phone system via their phone’s keypad. You’ve definitely encountered them before, probably in the form of “Press 1 for Sales, press 2 for Support and press 3 to leave a voicemail.”
What is IVR?
Interactive Voice Response (IVR) is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
How does it work?
The information playback menu starts the call (Press 1 for Sales, Press 2 for Support, etc.), and then forwards it to the proper destination using a routing system.
Most IVR systems designed for small businesses also contain a dial-by-name directory. This allows a caller to dial the first name, last name, or full name of the person they need, and the system will automatically forward the call there.
If a call goes to a group, the Automated Call Distribution determines who gets the call first using 1 of 3 distribution methods (which you can select and change at any time).
Running multiple auto-attendants on an IVR system allows you to handle things like:
- Business vs non-business hours
- Regular vs VIP clients
- Using multiple phone numbers
Setting up IVR
- Click on the Action menu (a circle of seven dots).
![](https://support.mightycall.com/hs-fs/hubfs/Knowledge%20Base%20Import/downloads.intercomcdn.comio751763081c3cb01d07b4b0b61cb4e2aa3Screenshot_523-3.png?width=250&height=244&name=downloads.intercomcdn.comio751763081c3cb01d07b4b0b61cb4e2aa3Screenshot_523-3.png)
- Select Voice Menu.
![](https://support.mightycall.com/hs-fs/hubfs/Knowledge%20Base%20Import/downloads.intercomcdn.comio751763261a298c04458b719ebb169d8d9Screenshot_530-3.png?width=250&height=237&name=downloads.intercomcdn.comio751763261a298c04458b719ebb169d8d9Screenshot_530-3.png)
- Record your own greeting for the voice menu and a media prompt for incorrect input.
![](https://support.mightycall.com/hubfs/Knowledge%20Base%20Import/downloads.intercomcdn.comio7517663309f32323427c3a5eb17efbc15Screenshot_531-3.png)
Please don't add the same greeting as the business greeting (1) and as the voice menu instructions (2) because they will play twice! Plus, the caller can't make a selection while the business greeting is playing.
![](https://support.mightycall.com/hs-fs/hubfs/Knowledge%20Base%20Import/downloads.intercomcdn.comio75179522760f32ca296140352e1deade7Screenshot_535-1.png?width=300&height=210&name=downloads.intercomcdn.comio75179522760f32ca296140352e1deade7Screenshot_535-1.png)
We recommend you to remove the business greeting and leave the voice menu one:
![](https://support.mightycall.com/hs-fs/hubfs/Knowledge%20Base%20Import/downloads.intercomcdn.comio7517990271994ca6a9aaa29bcd13b6132Screenshot_536-1.png?width=300&height=203&name=downloads.intercomcdn.comio7517990271994ca6a9aaa29bcd13b6132Screenshot_536-1.png)
- Select the desired actions for digits 0 up to 9. You can click on the digit to change it, or delete a voice menu option by clicking on a cross icon next to it.
- Select the desired action for a timeout (if a caller just stays on the line without making a selection).
![](https://support.mightycall.com/hubfs/Knowledge%20Base%20Import/downloads.intercomcdn.comio7517912010999dc8b19a9516466ccd041Screenshot_534-1.png)
Don't forget to click on Save changes to save your progress!