Short answer: Build a top‑level IVR menu, then add a Menu block under each option to create sub‑menus (Level 2, Level 3, etc.). Connect each final path to a destination (queue, user, or voicemail), set repeat/timeout behavior, and publish.

When to use a multi‑level IVR

Use multi‑level menus when a single list (e.g., 1–3) isn’t enough. Example: Sales → (1) New Orders / (2) Existing Orders or Support → (1) Product A / (2) Product B.

Prerequisites

• You can sign in to the MyOperator Web Panel.
• Access to Calls → Design Callflow and permission to create/edit IVRs.
• Greeting audio/TTS for each menu level.
• A simple draft of your menu tree (see template below).

Plan your menu (copy template)

Level 1 (Main):  1 = Sales  2 = Support  3 = Billing  0 = Operator (escape)  * = Repeat menuLevel 2 – Sales:  1 = New Orders  2 = Existing Orders  9 = Back to Main (optional)Level 2 – Support:  1 = Product A  2 = Product B  3 = Technical Help

Steps (Web Panel)

1. Open Callflow Designer
   Go to Calls → Design Callflow. Create a new flow or click Edit on an existing one.
2. Add the main Menu
   Insert a Menu block. Record or type the prompt (e.g., “Press 1 for Sales, 2 for Support, 3 for Billing. Press 0 for Operator.”). Set invalid input and no‑input/timeout rules, repeat count, and a Repeat menu key (e.g., *).
3. Create sub‑menus
   For each Level‑1 option that needs more choices (e.g., Sales), drag another Menu block and connect it to that option’s output. Record/type the sub‑menu prompt (e.g., “Press 1 for New Orders, 2 for Existing Orders.”).
4. Connect final destinations
   From the lowest‑level menu options, connect to the destination you want: Queue, User/Team, Voicemail, or Announcement.
5. Add fallbacks
   For each menu level, set what happens on invalid input and no input after X retries (e.g., route to Operator or Voicemail). Consider adding 0 = Operator.
6. (Optional) Language selection first
   If you need multiple languages, place a short Language menu before the main menu, branching to language‑specific copies of the tree.
7. Save & Publish
   Click Save then Publish to apply the changes.

Example: B2B/B2C under Sales

• Main menu: “Press 1 for Sales, 2 for Support, 3 for Billing, 0 for Operator.”
• Sales (1) → Sub‑menu: “Press 1 for B2B Sales, 2 for B2C Sales.”
• B2B (1): Route to B2B Sales Queue.
• B2C (2): Route to B2C Sales Queue.

Test before going live

1. Place a test call; verify the greeting and each option.
2. Exercise no‑input (wait for timeout) and invalid input (press an unmapped key).
3. Check Call Logs path (e.g., Number → Main IVR → 1 Sales → 1 B2B → Queue).
4. Adjust prompts/paths if anything is unclear.

Best practices

• Keep it shallow: Prefer ≤ 2 levels to minimize caller effort.
• Be consistent: Keep numbering consistent across levels (e.g., 0 = Operator, * = Repeat).
• Write for the ear: Short prompts first; detail second. Avoid long lists.
• Handle edge cases: Define behavior for invalid and no‑input at every level.
• Name clearly: Use descriptive block names (e.g., IVR – Main, IVR – Sales L2).
• Accessibility: Ensure audio is clear, moderate volume, minimal music under prompts.

Troubleshooting

Related articles

• Design an IVR flow — step‑by‑step call‑flow creation.
  https://app.getguru.com/card/TGXxzMqc/How-can-I-create-the-flow-of-my-IVR
• Add or edit departments — manage destinations for menu options.
  https://app.getguru.com/card/c79jMMzi/How-do-I-add-or-edit-a-department-in-MyOperator