What IVR types does MyOperator support, which one should I choose, and how do I set up a Location-Based IVR?
⚡ Quick answer -
MyOperator supports six IVR types—Default, Menu-based, Location-based, Voice-recognition, Self-service, and Time & Day-based.
• Use a menu-based approach for simple keypad navigation.
• Use Location-based for geo routing.
• Use Voice-recognition for speech input.
• Use Self-service for automated tasks.
• Use Time & Day-based for after-hours rules.
• Use Default for a basic welcome menu.
When should I use this guide?
Open this guide while planning or reviewing your call-flow strategy so you can :
(1) match each business goal to the correct IVR type and
(2) Configure Location-Based IVR without trial-and-error.
1. IVR types
IVR Type | What it does | Typical example |
Default | Plays automatically on your main number with basic options | “Welcome…Press 1 for Sales” |
Menu-based | Lets callers press keys (DTMF) to navigate nested menus | “Press 1 for Orders” |
Location-based | Detects the caller’s region and routes to the nearest office | Bangalore callers → BLR team |
Voice-recognition | Accepts spoken commands instead of keypad input | Caller says “Track my order” |
Self-service | Lets callers complete tasks without speaking to an agent | Pay bill by phone |
Time & Day-based | Changes behaviour by schedule (hours, holidays) | After 7 PM → voicemail |
2. Use-case examples & expected outcomes
• Retail chain with stores in five cities → Location-based IVR reduces transfer time and improves first-call resolution.
• Utility company wanting 24/7 bill payment → Self-service IVR lowers agent workload.
• SaaS support line seeking speech-driven menus → Voice-recognition IVR shortens caller effort.
Expected outcomes across all types: shorter wait times, higher professionalism, and better FCR.
3. When each IVR type is NOT ideal
• Default IVR fails when you need region-specific routing.
• Menu-based IVR can frustrate callers if the tree is more than three levels deep.
• Location-based IVR is ineffective without accurate caller-ID data.
• Voice-recognition IVR struggles in noisy environments or with strong accents.
• Self-service IVR does not suit highly personalised problems.
• Time & Day-based IVR won’t help if your business already runs 24/7 live support.
4. How Location-Based IVR works
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.
4.1 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.
4.2 Prerequisites
• Role: permission to edit Advanced Call Flow.
• Plan: feature access for Location-Based IVR.
• Data: 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.
4.3 Set-up steps (UI)
- Go to Dashboard → Advanced Call Flow.
- Add or open your IVR flow.
Alt text: Go to advance call flow
- Insert a Location-Based Routing node.
Alt text: Location-based route
- Open Region Mapping.
- Add 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
4.4 Test & 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.
4.5 Limitations & 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.
4.6 Troubleshooting
Symptom | Checks | Fix |
Calls reach the wrong region | Validate pattern priority and overlapping rules | Re-order rows |
Calls always hit fallback | Test regex/prefix patterns with sample numbers | Correct mapping and republish |
Agents not receiving calls | Ensure the regional queue is online and staffed; check agent status/device registration | Bring queue/agents online |
Still stuck? Email support@myoperator.com and include flow_id, recent call IDs, sample caller IDs, and a screenshot of Region Mapping.
Keywords: IVR types, default IVR, menu-based IVR, location-based IVR, voice recognition IVR, self-service IVR, time-based IVR, regional call routing
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