If a client wants to have the same IVR service for both his numbers is it possible? If so, how do we achieve this?

If a client wants to have the same IVR service for both his numbers is it possible? If so, how do we achieve this?


Short answer: Yes. You can route calls from multiple phone numbers through one IVR flow for consistent greetings, menus, and reporting.

Glossary: DID = Direct Inward Dialing number (your business phone number).

On this page

  • When to use this
  • Prerequisites
  • Setup in the dashboard (UI)
  • Assisted setup (support template)
  • Optional: Configure via API
  • Verify results
  • Limitations & edge cases
  • Troubleshooting
  • Related articles
  • Schema markup

When to use this {#when}

  • You advertise more than one number but want a single caller experience.
  • You want centralized IVR updates and unified analytics.

Prerequisites {#prereqs}

  • Access to Advanced Call Flow and Numbers.
  • An existing IVR flow you plan to reuse.
  • The list of numbers to map and which one will be Primary DID.
  • A test plan with two sample numbers.

Setup in the dashboard (UI) {#ui}

  1. Go to Dashboard → IVR → Flows and open the target IVR flow.
  2. Set it as Default / Active for routing (if applicable).
  3. Go to Dashboard → Numbers.
  4. Open the Primary DID and set Routing → IVR to the chosen flow.
  5. For each secondary number, set Routing → Forward/Map to Primary DID or Routing → IVR = same flow (as your account supports).
  6. Save and Publish changes.

Verify results (expected outcome) {#verify}

  • Place test calls to each number.
  • You should hear the same welcome and menu.
  • In Call Logs, confirm the flow name/ID is identical.
  • If using unified reporting, analytics should aggregate under the Primary DID.

Limitations & edge cases {#limits}

  • Provider mix: Some external numbers may require porting or masking before mapping.
  • Per-number branding: If each number needs a unique greeting, use number-level prompts instead.
  • After-hours rules: Confirm schedules are shared across numbers.
  • Failover loops: Avoid forwarding chains that route back to the same DID.
  • Compliance: Verify recording and consent notices apply consistently.

Troubleshooting {#troubleshooting}

  • Secondary number still hits old IVR
    • Re-publish routing; clear cached routes where applicable.
  • Analytics not unified
    • Check reporting_mode and filters by DID.
  • Calls fail after mapping
    • Verify the number format (E.164), carrier status, and that the Primary DID is active.

Need help? Open a ticket and attach call IDs, numbers, flow ID, and the time of test.