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)
- Go to Dashboard → Advanced Call Flow.
Alt text: Go to advance call flow
- Add or open your IVR flow.
- Insert a Location-Based Routing node.
Alt text: Location-based route
- Open Region Mapping.
- Add region rows with Prefix/Pattern → Target Queue/Group.
- Set a Fallback Queue for unmapped callers.
- Save and Publish the flow.
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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