How can I create the flow of my IVR?

How can I create the flow of my IVR?

Short answer: Use the Call Flow Designer in your MyOperator panel to build the IVR menu, welcome message, keypress options (DTMF), sub‑menus, and routing rules (queues, users, voicemail). You can preview and publish when ready.

Contents

Prerequisites

  • Permissions: You can create/edit Call Flows in your account.
  • Destinations ready: Users/teams/queues/voicemail boxes exist to route calls to.
  • Audio files (optional): Have your welcome greeting and menu prompt ready for upload (MP3/WAV per platform specs).

Create a new IVR flow (step‑by‑step)

  1. Sign in to MyOperator.
  2. Go to Calls → Design Callflow.
  3. Click Create New Callflow (or Edit Live Callflow to modify an existing one).
  4. Choose Create Advanced Callflow.
  5. Name your call flow (e.g., Main IVR), then click Create.

Screenshot

Screenshot 2025-08-13 at 10.10.46.png

Alt text: Design Callflow page showing the “Create New Callflow” button.

Configure your IVR menu

  1. Click Add to insert a node and choose IVR / Menu.
  2. Welcome Message: Type or upload your greeting (you can also enable text‑to‑speech if available).
  3. Menu options: Map keys to destinations, e.g., 1 → Sales Queue, 2 → Support Team, 3 → Billing, 0 → Operator.
  4. Save the node.

Screenshot placeholder

Screenshot 2025-08-08 at 16.49.57.png
Alt text: IVR node configuration form with fields for Welcome Message and keypress mappings.

Add sub‑menus (multi‑level IVR)

  1. For any top‑level option, set the destination to another IVR / Menu node.
  2. Configure the sub‑menu greeting and options (e.g., 1 → New Orders, 2 → Existing Orders).
  3. Keep menus short (3–5 choices) and use clear language.

Set no‑input/invalid‑input behavior

  1. In your IVR node, open Advanced Settings.
  2. Set Repeat Menu attempts (e.g., 2).
  3. (If available) Set No‑input timeout (e.g., 5 seconds).
  4. Set On no/wrong input, transfer call to a fallback destination (e.g., Operator or General Queue).
  5. Save.

Optional: business hours, recordings, and caller experience

  • Business Hours / After‑Hours: Route after‑hours to voicemail or an on‑call queue.
  • Hold music / announcements: Upload audio for wait times and regulatory announcements.
  • Recording & consent: If call recording is enabled, include a brief notice in your greeting.

Preview, test, and publish

  1. Click Preview in the Designer to check prompts and paths.
  2. Place a test call from a phone and exercise all options.
  3. In Call Logs, confirm the path (e.g., IVR → Sales Queue → Agent).
  4. Click Publish to go live.

Success criteria: Callers can reach each destination; no dead‑ends; no‑input and invalid input are handled gracefully; after‑hours behavior is correct.

Examples you can copy

Sample welcome script

Thank you for calling ACME. Press 1 for Sales, 2 for Support, 3 for Billing, or 0 to speak to the operator. To hear these options again, stay on the line.

Sample key mappings

1 → Sales Queue (round robin)2 → Support Team (first available)3 → Billing (voicemail after 20s)0 → OperatorInvalid/No input → Repeat menu 2 times, then Operator

Sample two‑level menu

Main IVR  1 → Sales IVR       1 → New Orders Queue       2 → Existing Orders Queue  2 → Support Team  3 → Billing Voicemail  0 → Operator

Troubleshooting & tips

  • DTMF not detected: Some networks delay tones; lengthen No‑input timeout slightly and retest.
  • Too many choices: Keep menus concise to reduce abandonment.
  • Busy or offline destinations: Ensure queues have timeouts and voicemail fallbacks.
  • Accessibility: Avoid long prompts; speak options before extensions (e.g., “Press 1 for Sales”).

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