🎛️ Guide callers fast

Phone menu (IVR)

When customers call your business, they want to reach the right person — not explain their question three times before getting transferred. A phone menu solves this. The caller hears a short prompt — “Press 1 for sales, press 2 for support” — and is connected to the right team immediately.

CallFactory sets up your menu the same day. You tell us the options and destinations, and we program everything for you. The result is a professional first impression and fewer misdirected calls.

Route callers to the right team instantly
Custom voice prompts with clear options
Supports nested menus and multiple languages
Set up the same day

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Benefits of a phone menu

See how a phone menu improves the caller experience and reduces unnecessary transfers.

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Right help on the first try

No one likes repeating themselves. With a menu, callers are immediately connected to the person or department that can actually help them — no transfers, no delays.

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Professional first impression

A clear, well-structured menu tells callers they have reached a professional organization. It sets expectations and guides them through the process from the first second.

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Multi-language support

Let callers choose their preferred language at the start. Press 1 for English, press 2 for French — each language routes to the right team with the right greeting.

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Less noise for your team

A well-designed menu reduces unnecessary transfers. Your team only receives calls that are relevant to them, keeping focus high and interruptions low.

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Handle peak moments

Not every menu option needs to lead to a person. During busy times, route callers to a recorded message, a voicemail, or an information line — helping them without waiting.

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Combine with other features

Each menu option can lead to a queue, a voicemail, a welcome message, a webhook, or another menu. Build the exact call flow your business needs.

How a phone menu works

The caller dials your number and hears a prompt: “For sales, press 1. For support, press 2. For all other enquiries, press 3.” Based on their choice, the call is routed to the right destination — a phone number, a team, a call queue, or a voicemail.

You decide the options, the wording, and where each option leads. We program it and activate it on your number — usually the same day. If you want to change the menu later, contact our support team and the update is live within one business day.

The menu prompt

The voice your callers hear can be created in three ways. Most customers use our text-to-speech assistant — you type the text, choose a voice, and the prompt is ready instantly. The quality is so good that virtually all our customers use this method.

Alternatively, you can record the message yourself on your phone and send us the audio file. Or you can have a professional voice actor record it — though with today’s text-to-speech quality, this is rarely necessary.

Nested menus and sub-menus

A menu does not have to be flat. You can create menus within menus. For example, the first menu lets callers choose a language — press 1 for English, press 2 for French. The second menu then offers department options in the chosen language.

This is common for businesses that serve multiple countries or regions from one number. Each layer narrows down the caller’s intent until they reach exactly the right person. There is no limit on the number of levels, though keeping it simple (two or three levels) gives the best caller experience.

What each option can do

Each menu option can lead to virtually anything in your call flow. The most common destinations are a phone number (direct connection to a person), a call queue (the caller waits for the next available agent), or a voicemail (the caller leaves a message).

But options can also play a recorded information message, trigger a webhook for dynamic routing, or connect to another phone menu. This flexibility means you can build simple menus with two options or complex call flows with multiple layers and integrations.

Included free with every number

A phone menu is included at no extra cost with every CallFactory number. Whether you have a simple two-option menu or a multi-level, multi-language setup, the feature is the same.

This feature is included free with every business number or international number.

Call queue system

Every business has peak moments. The queue system catches callers before they hang up, keeps them informed with hold music or messages, and connects them to the next available team member …

Welcome message

Greet every caller with a professional message before the call is connected. Record your own, use a voice actor, or generate one instantly with text-to-speech.

Text to speech assistant

Type your message, choose a voice and language, and it is ready in seconds. Professional voice messages for greetings, voicemail, queues, and menus — no recording equipment needed.

Send us the menu options and where each option should route to. We program everything and activate your menu — usually the same day.

Most customers use our text-to-speech assistant — you type the text, choose a voice, and the prompt is ready instantly. You can also record the message yourself and send us the audio file.

Yes. Contact our support team and we update the menu within one business day. You can add, remove, or rearrange options at any time.

Yes. You can nest menus — for example, a language phone menu followed by a department menu. There is no limit on the number of levels.

Yes. Each option can route to a phone number, a call queue, a voicemail, a recorded message, a webhook, or another menu. You build the exact flow your business needs.

Yes. A common setup is a first menu for language selection — press 1 for English, press 2 for French — followed by department options in the chosen language.

You can configure a default action — for example, repeat the menu, connect to a receptionist, or play a message. The caller is never left in silence.

No. It is included free with every CallFactory number, regardless of the number of options or levels.