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Every Interactive Voice Response system gives users instructions to follow. What we have found is that many are poorly set up and the instructions can be confusing. For example, some ask you to press the ‘pound’ key, some the ‘hash’, and others the ‘number’ key. I have heard some people asking colleagues in an office ‘what’s the … key?’ because they know it as something else. There will always be a mixture so to avoid confusion with callers, you could say ‘press the pound or hash key’ – this gives them 2 options. My personal recommendation is to ask them to hit the ‘star’ (*)key as this is pretty much universally accepted and is not as confusing as the #!