An interactive voice response structure where callers move through a hierarchy of recorded prompts. Each choice branches to further options or specific departments, acting as an automated switchboard. Administrators design these menus to filter and direct incoming traffic without human operators, though complex layouts often frustrate users trapped in infinite loops.
I had to rebuild the main phone tree because callers were pressing three for billing but getting routed to the warehouse.
Keep the branches shallow. If a caller has to press buttons more than three times to reach a human, they will usually just start mashing zero.
Also heard as
- IVR menu
- call tree
Related terms
Call tree
A hierarchical notification plan where each person contacted must then telephone a specific list of subsequent people.
PBX
A private telephone network used within a company or organization.
ACD
A telephony system that answers incoming calls and routes them to a specific agent or department based on predefined rules.