Location-Based IVR in MyOperator: How it works and how to set it up

Location-Based IVR in MyOperator: How it works and how to set it up

⚡Quick answer:

A Location-Based IVR routes callers to agents or queues based on the caller’s region. It improves language fit, resolution speed, and customer trust.

When to use Location-Based IVR

  • Route callers to state or region teams.
  • Offer language options aligned with the caller’s location.
  • Balance queue load across regional groups.

How detection works

  • The system inspects the caller ID to infer a telecom circle/region.
  • Default logic uses the number prefix to map to a region.
  • If a region is not detected, the call follows your fallback route or a language menu.

Prerequisites

  • Role: Permission to edit Advanced Call Flow.
  • Plan: Feature access for Location-Based IVR.
  • Data: A list of regions and assigned queues or agent groups.
  • Fallback: One default queue for unknown or unmapped numbers.
  • (Optional) API token for automation or bulk updates.

Set up Location-Based IVR (UI)

  1. Go to Dashboard → Advanced Call Flow.

image.png

Alt text: Go to advance call flow

  1. Add or open your IVR flow.
  2. Insert a Location-Based Routing node.

image.png

Alt text: Location-based route

  1. Open Region Mapping.
  2. Add region rows with Prefix/Pattern → Target Queue/Group.
  3. Set a Fallback Queue for unmapped callers.
  4. Save and Publish the flow.

image.png
Alt text: preview and save the flow

Test and confirm results

  • Place a test call from numbers mapped to each region.
  • Verify the call rings the intended queue or agent group.
  • In Call Logs, confirm the matched region and routing reason.
  • Ensure the fallback handles unknown or masked numbers.

Limitations and edge cases

  • Number portability: Ported numbers may keep prefixes that no longer reflect location.
  • Masked/anonymous IDs: Detection fails when the caller ID is hidden.
  • VoIP and enterprise trunks: Location may not align with geographic presence.
  • International or landline callers: Add explicit rules or route to fallback.
  • After-hours coverage: Define regional schedules or a global off-hours queue.
  • Rule order and overlaps: First matching pattern applies; review pattern priority.
  • Data maintenance: Update mappings as carriers and numbering change.

Troubleshooting

  • Calls go to the wrong region
    • Check pattern priority and overlapping rules.
    • Verify the queue_id assigned to that region.
  • Calls always hit fallback
    • Test your regex/prefix patterns with sample numbers.
    • Confirm the flow was published after edits.
  • Agents are not receiving calls
    • Ensure the regional queue is online and staffed.
    • Check agent status and device registration.

Still stuck? Contact  support@myoperator.com and include flow_id, recent call IDs, sample caller IDs, and a screenshot of Region Mapping.

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