⚡ Quick answer –An IVR (Interactive Voice Response) is an automated phone-menu system that plays recorded greetings, captures keypad (DTMF) or voice input, and routes calls to the correct user, queue, or voicemail—24 × 7—without a live agent.

An IVR system greets callers, routes them efficiently, enables self-service, projects a professional image, cuts costs, offers 24 × 7 availability, and delivers actionable call analytics—all of which improve customer experience and streamline operations.

When should I use this guide?

• Use this FAQ as a copy-ready reference on IVR basics: what it is, how it works, key business benefits, common edge cases, and situations where IVR alone is not enough. Ideal for CX leads, operations managers, and developers mapping call-flow requirements.

• Review this guide when you’re deciding whether to deploy IVR for the first time or need talking points to justify an upgrade to stakeholders.

1. IVR at a glance

2. Benefits at a glance

3. Why these benefits matter

1. EFFICIENT CALL ROUTING

• “Press 1 for Sales, 2 for Support” gets callers to the right agent quickly.

2. IMPROVED CUSTOMER EXPERIENCE

• Direct paths and self-service (order tracking, balance checks) cut hold times.

3. PROFESSIONAL BUSINESS IMAGE

• A tailored greeting makes your organisation sound established and trustworthy.

4. COST & TIME SAVINGS

• High-volume calls are answered automatically, freeing agents for complex issues.

5. 24 × 7 AVAILABILITY

• Callers can obtain information or complete tasks even after hours.

6. DATA & ANALYTICS

• IVR reports reveal call counts, menu selections, and drop-off points, guiding optimisation.

4. Prerequisites

• A business phone number pointed to an IVR service (e.g., MyOperator)

• Recorded greeting (.mp3 or .wav) no larger than 5 MB

• Department or user extensions set up in advance

5. How an IVR works (step-by-step)

Step flow:

1. Caller dials your business number.
2. IVR plays the main greeting (e.g., “Press 1 for Sales”).
3. The caller presses a key or speaks a keyword.
4. IVR validates input.
5. IVR transfers the call to the mapped queue or voicemail.
6. Call disposition is logged for reporting.

Expected outcome:

• Caller reaches the correct queue on the first attempt.

• IVR log entry appears in your dashboard with caller ID, option pressed, and final status.

6. Top business uses & benefits

7. Key behaviours & edge cases

• Business-hours vs after-hours routing

• Invalid input → error prompt, repeat menu (max 3 retries)

• No input / timeout → repeat menu or voicemail

• Language selection before main options• Overflow & fail-over → backup queue or voicemail if busy• Voicemail handling → recordings emailed or sent to app• Compliance → play mandatory call-recording disclosure

Sample IVR menu (JSON):

8. When IVR may NOT help / When IVR is not enough

When IVR may NOT help.

IVR offers the above advantages, but each benefit hinges on clear, concise menu design. Overly long or confusing prompts can negate time savings and frustrate callers. Keep menus simple to realise the full value.

When IVR is not enough

IVR cannot resolve complex, high-empathy issues or handle advanced call scenarios such as warm transfers or three-way conferencing. Escalation to a trained human agent remains essential for those calls.

Escalation path

• IVR transfers the caller to a live queue after “Press 0 for an agent.”

• If wait time > 2 min, play callback offer and collect phone number.

9. Expected outcomes checklist

☑ Calls reach the correct department on the first attempt

☑ Average wait time decreases

☑ Consistent greeting heard on 100 % of inbound calls

☑ Agents spend less time on routine enquiries

☑ After-hours callers still receive information

☑ Call reports show volume, selections, and drop-offs

10. Retrieve the public IVR ID from the panel

Please follow the steps mentioned below:

1. Go to Manage › Outgoing › Campaign.
2. Create a campaign (peer-to-peer or IVR-based).
3. To the right side of the campaign name, you will see an alphanumeric ID—this is the public IVR ID.

This ID is mainly required when the client is using the outgoing API.

Alt text: public ivr id

11. Glossary

Keywords: IVR, Interactive Voice Response, call routing, self-service, DTMF, phone menu, 24/7 availability, cost savings, customer experience