Using the * and # options in IVR

I've setup our calling tree and various auto receptionists. I have tried using the built-in options for the * and # keys hoping that one repeats the menu and the other returns to our main menu. 

When I've tested it, there is always a recording that comes up as a pre-recorded default, "If you know the extension for the party you want to reach"...

Am I missing something? I simply want the IVR to repeat or return to the main menu. I don't seem to have any options to bypass that one message or change it. I suppose I can have our IVR state, "press # twice to return to the main menu" but this seems strange. 

Thank you for any guidance or ideas!