It's important to include these keystrokes and their actions in your greetings so that your users know how to navigate your IVR. There are two actions that are used often in IVR setups:
- Pressing the * (star key) while in the IVR will take callers back to the previous IVR menu.
- Pressing the # (hash key) while in the IVR, will take callers back to the 'main' IVR menu if there are multiple sub-menus, or replay the IVR if there's only one menu.
If the caller presses a number that is not part of the available options, the prompt will be repeated and the "timeout" will be reset. By default, it would then repeat the prompt again another 3 times.