Short answer: A single-level IVR (Interactive Voice Response) maps options to the phone keypad digits 1–9. Because callers can only press nine numeric options at that level, a single-level IVR is limited to nine departments. To support more, use a multi-level IVR (nest menus) or group options.

Who this is for

Admins designing IVR menus who need more than nine routing options on their main menu.

The 9-option limit: what & why

1) Phone keypad limitation

• Callers can only input digits 1–9 during an IVR prompt.
• Each department consumes one digit (e.g., “Press 1 for Sales, 2 for Support…”).
• Allowing more than nine would exceed what a caller can enter.

2) Preventing input conflicts

• After (or inside) IVR, callers may enter other inputs (e.g., feedback scores, ticket IDs, OTPs).
• Expanding the menu beyond 1–9 would make it harder for the system to distinguish menu selections from other numeric inputs.

Special keys you can still use

• 0 → often reserved for Operator/Reception.
• * → commonly used to repeat the menu.
• # → often used to submit/finish input.

Availability and behavior of 0 / * / # depend on your account settings and compliance rules.

Need more than 9? Use one of these patterns

A) Multi-level IVR (recommended)

Create a short first menu, then branch to sub-menus.

Example flow

Main Menu  1 Sales  2 Support  3 Billing  4 More options → Sub-menu A  0 Operator  * Repeat

Sub-menu A

1 Partnerships2 Logistics3 Finance4 HR5 Facilities# Return to Main

Quick setup (5 steps)

1. Go to IVR → Menus and edit your Main Menu.
2. Keep top-level options to 3–5 frequently used departments.
3. Add an option like “More options” that routes to a new Sub-menu.
4. In the Sub-menu, assign the remaining departments to digits 1–9.
5. Add 0 = Operator, * = Repeat, # = Back/Finish as needed → Save and test.

B) Group related departments

Use a category first, then split in the sub-menu:

• Sales → (1) New Orders, (2) Renewals, (3) Enterprise
• Support → (1) Technical, (2) Account, (3) Shipping

C) Use Dial-by-Extension for power users

Tell repeat callers they can enter an extension at any time to skip menus (if enabled in your IVR).

Best-practice tips for usable menus

• Keep the main menu to 3–5 options; defer the rest to sub-menus.
• Put the most-selected options first (1–3).
• Say “You can press at any time” so callers don’t wait for prompts.
• Provide a safety net: 0 for Operator, * to repeat, # to finish.
• Record prompts that are 8–12 seconds per level to keep flow snappy.

Example scripts (copy-paste ready)

Main Menu prompt

Welcome to MyOperator. For Sales, press 1. For Support, press 2. For Billing, press 3. For more options, press 4. To reach the operator, press 0. You can press a key at any time.

Sub-menu prompt (More Options)

More options. For Partnerships, press 1. For Logistics, press 2. For Finance, press 3. For Human Resources, press 4. For Facilities, press 5. Press # to return to the main menu, or * to hear these options again.

Troubleshooting

• Callers say “there’s no option for my department.”
  Add a More options branch or Group departments under a category.
• Callers press 10/11 and nothing happens.
  Single-level menus accept digits 1–9 only; add a sub-menu for more choices.
• Confusion with OTP/IDs during IVR.
  Keep the menu at 1–9 and collect long inputs after routing or in a dedicated step.

Related FAQs

• How to create a multi-level IVR
• How to assign departments to IVR options

Caption: Access the Call Flow

Caption: View available departments

Caption: Edit or add more departments