An IVR (Interactive Voice Response) allows you to automate some or all of your inbound call handling. You can implement an IVR to route calls to a specific queue by asking the customer to press keys on their phone.
Another example could be an automated shopping system that guides a caller through a specific product selection or customisation process and then collects a payment for it. Other functions you can use an IVR for include playing messages, collecting numeric data using key pad entries, dialling a number and setting an outcome.
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