Glossary
IVR
Interactive Voice Response is the system behind 'press 1 for sales, press 2 for support'. It plays prompts, listens for a keypress or a spoken answer, and routes the call accordingly.
IVR, or Interactive Voice Response, is a phone system feature that plays recorded prompts and routes callers based on their keypad presses or spoken answers. A simple IVR is a main menu with a few options. A more advanced IVR can ask for an account number, read back information, or collect details before handing the call to a person. The term overlaps with auto attendant, which usually refers to the simpler menu form.
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What it means
An IVR is a conversation between a caller and a phone system. The system speaks, the caller responds by pressing a key or saying a word, and the system acts on the response. The action may be to route the call to a department, to play information such as opening hours, or to gather something the person answering will need, like an order number.
The value of an IVR is sorting callers before a human is involved. The cost is caller patience. Every extra option and every extra layer adds seconds and frustration. Well-designed IVRs are short, lead with the most common reason for calling, and always offer a way to reach a person.
How it is used in a business phone system
- A main menu: 'For appointments press 1, for billing press 2, or stay on the line.'
- Department routing: each option sends the call to a ring group, a queue or an individual extension.
- After-hours handling: a different menu plays outside business hours, offering voicemail or an emergency option.
- Language selection: a first prompt lets callers choose English or French, and the rest of the flow follows in that language.
How 3CTel uses it
3CTel configures the main menu and any sub-menus as part of call routing. A specialist works through the reasons people call, keeps the menu to a few options, and sets separate business-hours and after-hours versions. Bilingual flows are built with an English and a French branch. The menu is recorded and tested on a temporary number so you hear exactly what a caller hears before it goes live.
For businesses that want callers to speak naturally rather than press keys, the AI receptionist can replace or sit behind the menu.
Call routing
Decide who answers, in what order, and what happens when they cannot.
Learn more: Call routingAI Receptionist
Answers, understands and books — in English and French.
Learn more: AI ReceptionistAfter-hours calls
A plan for every call that arrives after closing, on a weekend or on a holiday.
Learn more: After-hours callsCommon questions about IVR
What is the difference between IVR and an AI receptionist?
An IVR follows a fixed script and expects a keypress or a short spoken word. An AI receptionist holds an open conversation, understands what the caller is asking for, and can take a message, book an appointment or transfer to a person. IVR is predictable and cheap to run; an AI receptionist handles the calls that do not fit neatly into a menu.
Related pages.
Business Phone
Reliable calling with routing your team will actually use.
Learn more: Business PhoneAI Receptionist
Answers, understands and books — in English and French.
Learn more: AI ReceptionistCall routing
Decide who answers, in what order, and what happens when they cannot.
Learn more: Call routingFrequently asked questions.
Yes. Speech-enabled IVR recognizes words such as 'sales' or 'yes' in addition to keypresses. Keypad menus remain the more reliable choice in noisy environments and for callers who prefer them.
Yes. A menu can let callers dial an extension directly at any time, and 'stay on the line' can send silent callers to a person rather than repeating the prompts.
Not sure which of these you need?
Describe how your calls arrive today and a 3CTel specialist will map them to the right pieces, build them on a temporary number and quote the result before anything is billed.