Applies to: MyOperator web dashboard

An IVR (Interactive Voice Response) plays menu prompts and routes callers based on keypad input or rules. A call flow is the path a call follows through your menus and rules.

TL;DR

• Default IVR: One menu that plays to every caller. Simple and fast.
• Location‑based IVR: Routes or customizes prompts by the caller’s region.
• Time‑based IVR: Changes behavior by business hours, days, or holidays.
• Multi‑level IVR: Layered menus for complex teams or products.
• You can combine types to match your business needs.

Which type should I choose?

Tip: Start simple. Launch a Default IVR, then add Time‑based and Location‑based rules as you learn.

Prerequisites

• Admin access to your MyOperator account.
• At least one active business number mapped to your account.
• Teams or users created (Sales, Support, Billing).
• Optional: Holiday calendar and business hours defined.
• Optional: Voice prompt recordings ready (WAV/MP3) or text for text‑to‑speech.

1) Default IVR

A single‑layer IVR that plays the same menu to every caller.

Steps

1. Go to Dashboard → Call Flows → Create IVR.
2. Name it, for example Default Main Menu.
3. Add a Greeting/Prompt. Upload audio or enter text for TTS.
4. Add Menu options (e.g., 1: Sales → Sales Team; 2: Support → Support Queue).
5. Set a No input/Invalid input action (repeat menu or send to operator).
6. Save and assign to your business number.

Expected result

All callers hear the greeting and can reach the mapped team with one keypress.

Troubleshooting & notes

• Keep prompts under 25–35 seconds for best completion rates.
• Offer a "0 for Operator" escape to reduce frustration.
• If keys aren’t detected, reduce background music in recordings and ask callers to use tone dialing (DTMF).

2) Location‑based IVR

Plays different prompts or routes based on the caller’s location.

Steps

1. Go to Dashboard → Call Flows → Create IVR → Location‑based.
2. Choose your regions (e.g., Mumbai, Delhi, Bengaluru) or upload a mapping.
3. For each region, set a prompt and destination (local team, branch queue, or number).
4. Add a fallback region for unknown/blocked caller IDs.
5. Save and assign to your number.

Expected result

Callers are auto‑routed to their regional team or hear localized prompts.

Edge cases & tips

• Location is usually inferred from caller ID and may be affected by roaming or VoIP.
• Always configure a fallback to the main queue if location can’t be resolved.
• Keep regional content consistent; only localize what’s essential (address, hours, language).

3) Time‑based IVR

Changes behavior by time of day, day of week, or holiday.

Steps

1. Go to Dashboard → Call Flows → Create IVR → Time‑based.
2. Define Business Hours and After‑hours windows.
3. Add a Holiday rule set (optional).
4. For each window, set the prompt and destination (e.g., live queue vs. voicemail).
5. Test with the Preview/Simulate tool for different times.
6. Save and assign.

Expected result

During business hours, calls ring teams. After hours or on holidays, callers hear an alternate prompt and can leave voicemail or reach on‑call.

Troubleshooting & tips

• Check your account time zone and daylight‑saving behavior.
• Add a clear after‑hours message with a response SLA.
• If rules overlap, confirm the priority order in your rule list and keep it documented.

4) Multi‑level IVR

Creates layered menus where each choice can lead to another menu.

Steps

1. Go to Dashboard → Call Flows → Create IVR → Multi‑level.
2. Build Level 1 (e.g., 1: Sales, 2: Support, 3: Billing).
3. For each option, add a child menu (e.g., Support → 1: Product A, 2: Product B).
4. Map each leaf to a team, queue, or external number.
5. Set repeat counts and timeout behavior.
6. Save and assign.

Expected result

Callers drill down to the correct team with fewer transfers.

Best practices

• Aim for no more than 2–3 levels deep to keep navigation fast.
• Use consistent wording across levels.
• Reserve 0 for operator and # to repeat the current menu.

Combining types

You can mix types to meet complex needs. Common patterns:

• Time‑based → Multi‑level: Office hours go to menus; after hours to voicemail.
• Location‑based → Multi‑level: Region first, then product/team.
• Time‑based → Location‑based: Hours first, then nearest branch.

Tip: Avoid overlapping rules. Document your intended priority order and test with several caller scenarios.

Test your IVR before going live

1. Use the Preview/Simulate tool for time windows and regions.
2. Place test calls from a mobile and a landline.
3. Verify keypress paths, voicemail capture, and recorded call outcomes in reports.
4. Ask two colleagues to complete a task and note any confusion.

Accessibility & prompt guidelines

• Speak clearly at a moderate pace; avoid long sentences.
• Give the action after the option ("Press 2 for Support").
• Include a short privacy statement if you record calls.
• Provide options in the primary languages your callers expect.

Sample prompts (copy‑paste):

• Greeting: "Welcome to Acme. Press 1 for Sales, 2 for Support, 3 for Billing. Press 0 to speak to an operator."
• After hours: "Thanks for calling Acme. We’re closed right now. Press 1 to leave a voicemail, or visit acme.com/support."
• Region: "Welcome to Acme . Press 1 for Sales, 2 for Support."

Screenshots & diagrams

Troubleshooting

• Keys not recognized: Ensure DTMF tones are enabled on the caller’s device; avoid music bed in prompts.
• Wrong region detected: Caller ID may be hidden or roaming. Provide a region selection option as backup.
• After‑hours still ringing teams: Check time zone and rule priority. Verify that holidays are marked as Closed.
• Callers get stuck in loops: Set a maximum repeat count and an operator escape.

Related articles

• Design a multi‑level IVR — https://app.getguru.com/card/i5E4MeKT/How-can-I-create-a-Multilevel-IVR
• Set up location‑based routing — https://app.getguru.com/card/ibgedxyT/Unpublished-How-does-a-Location-based-IVR-work
• Create time‑based filters — https://app.getguru.com/card/cngzdqki/How-do-I-create-timebased-filters-in-MyOperator

Make sure the related cards are published and accessible to readers.

Need help?

Open a ticket from your MyOperator dashboard → Help → Contact Support.

🛠️ You can combine these types to design a fully customized call flow that fits your organization.

Related FAQs

• How to design a multi-level IVR
• How to set up location-based routing
• Time-based call flow settings

Glossary

• IVR (Interactive Voice Response): An automated phone menu that collects keypad input to route calls.
• DTMF: Touch‑tone signals sent when a caller presses keys.
• Call flow: The sequence of actions a call follows through your IVR.