How can I test if the IVR is working?
Short answer: Place a controlled test call, exercise each menu path (including no‑input and invalid input), and confirm the expected routing in Call Logs. Use the checklist and troubleshooting table below.
Prerequisites
- Your business number is mapped to the target IVR call flow and Published.
- Account time zone is correct (schedules use account time).
- You have a known‑good test phone (disable Wi‑Fi calling/VoIP during DTMF tests).
- You know the current business hours and after‑hours rules.
- You have access to Call Logs and (optionally) IVR settings.
Glossary
DTMF: Keypad tones from digits 0–9, * and #.
Timeout (no input): Caller doesn’t press a key within the set time.
Invalid input: Caller presses a key that isn’t mapped to a menu option.
Test procedure
- Place a live test call to your business number during open hours.
- Verify the greeting plays as expected (e.g., “Welcome to …”).
- DTMF key tests
- Press 1 → confirm it routes to Sales (or your configured destination).
- Press 2 → confirm it routes to Support.
- Repeat for every listed option.
- No‑input (timeout) test
- Do not press any key. Confirm the menu repeats and, after the configured retries, routes to the defined fallback (e.g., Operator or Voicemail).
- Invalid input test
- Press an unmapped key (e.g., 9 if unused). Confirm you hear the invalid option prompt and remain/return to the menu.
- After‑hours routing test
- Call outside business hours (or temporarily change the schedule) and confirm the after‑hours IVR/voicemail.
- Voicemail capture (optional)
- Leave a message and verify the voicemail notification is received and the audio plays.
- Confirm in Call Logs
- Check the path for each test shows the expected IVR and destination (e.g.,
Number → Weekdays IVR → 1 Sales → Queue → Answered).
Caption: Click Save to preview to move on to testing
Pass/fail checklist
- Call connects and greeting plays.
- Each option (1, 2, 3, …) routes to the correct destination.
- No‑input repeats menu then follows fallback.
- Invalid input plays error and returns to the menu.
- After‑hours path works as configured.
- Call Logs show the expected path for every test.
Common issues and fixes
Issue | Possible cause | Fix |
No call received | Device on Do Not Disturb, spam filter blocked, weak signal | Disable DND, whitelist the test caller, retry on a stable network |
Wrong routing | Menu option mapped to the wrong destination | Re‑check IVR mapping in the call flow; republish and retest |
Key press not detected | Wi‑Fi calling/VoIP interferes; noisy/low‑quality prompt masks tones | Turn off Wi‑Fi calling/VoIP for the test handset; upload a cleaner prompt at normal volume |
Region/time rules not applied | Overlapping rules or incorrect account time zone | Fix time zone; remove overlaps; ensure rule priority is unambiguous |
Loops/repeats endlessly | No max repeats or no operator escape configured | Set repeat count (e.g., 2–3) and add an Operator/Agent escape (e.g., 0 = Operator) |
Tip: If you use speech recognition, add a quiet room test and include synonyms (e.g., “Support,” “Help”).
Related articles
- Create a new call flow in MyOperator — build and publish a simple IVR.
https://app.getguru.com/card/TgXjxbkc/How-can-I-create-a-simple-Call-flow - Add a greeting or hold message — upload audio and manage prompts.
https://app.getguru.com/card/idGzy74T/What-is-music-on-hold - Fix IVR routing issues — understand routing methods and best practices.
https://app.getguru.com/card/iMqx9KgT/What-are-the-different-methods-of-Call-routingdistribute-call-volume-available-in-MyOperator
Support template (copy & paste)
Subject: IVR testing – routing checkAccount/Workspace: <name or ID>Service number: <DID>Defined schedule: <paste rules>Issue: <no input / wrong routing / timezone>Timestamps tested (IST): <YYYY‑MM‑DD HH:MM>Expected vs observed: <brief>Screenshots: <call logs / schedule / IVR mapping>Related Articles
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