What happens if a client does not enter any input to the IVR?

What happens if a client does not enter any input to the IVR?

⚡Quick answer:

If a caller gives no input, MyOperator will either repeat the IVR menu or transfer the call to a designated fallback destination (user/team/queue) — depending on how you’ve configured your Call Flow → Advanced Settings.

1. How no‑input calls are handled

  • Repeat the IVR menu: After a short timeout, the same options replay (e.g., “Press 1 for Sales, 2 for Support”).
  • Transfer to a fallback destination: If configured, the call routes to your chosen user, team, or queue when no input is detected.

You control both behaviours in Call Flow → Design Callflow → Advanced Settings.

2. Prerequisites

  • Permissions: You can edit the target Call Flow and Advanced Settings.
  • Fallback destination exists: Create or select a user/team/queue to receive no‑input calls.
  • Hours & routing: Know how your Business Hours and After‑Hours flows should behave when no input occurs.

3. Configure no‑input behavior (step‑by‑step)

  1. Sign in to your MyOperator panel.
  2. Go to Calls → Design Callflow and open the call flow that contains your IVR.
  3. Click Advanced Settings for that IVR step.
  4. Repeat Menu: Choose how many times the IVR should replay if no input is received.
  5. On no/wrong input, transfer call: Select the fallback destination (user, team, or queue).
  6. (If available) No‑input timeout: Choose how long to wait for a keypress before repeating or transferring.
  7. Click Save.

Screenshot 2025-08-20 at 12.03.22.png

Caption: Click Advanced Settings for that IVR step.

Screenshot 2025-08-20 at 12.03.48.png
Caption: Click Edit and select action for "On wrong input"

4. Example call flow

Caller
→ IVR Menu
→ (no keypress for 5 s)
→ Repeat #1
→ (no keypress for 5 s)
→ Repeat #2
→ (no keypress for 5 s)
→ Transfer to Sales Queue
→ If queue timeout
→ Voicemail (Sales)

5. Troubleshooting & edge cases

  • Invalid input vs no input:
    • Wrong keys pressed are handled by the same on no/wrong input rule unless you’ve split them into separate branches.
  • Fallback destination busy/offline:
    • Define what happens next (e.g., queue, round‑robin to team, voicemail). Ensure those nodes have timeouts/voicemail configured.
  • Nested IVR:
    • Set Repeat Menu/No‑input timeout on each IVR layer; callers may time out at any level.
  • DTMF not detected:
    • Some devices or network paths may delay tones. If users report pressing keys that aren’t recognised, test with a different carrier/device and consider a slightly longer No‑input timeout.
  • After‑hours behaviour:
    • Your Business Hours rules may override or route differently; verify both hours’ branches.
  • Recording & compliance:
    • Announcements that include consent or recording notices should play before routing to fallback.

6. Verify your setup

  1. Place a test call to the IVR and do not press any key.
  2. Time the interval until the menu repeats (if configured) and count how many repeats occur.
  3. Let all repeats lapse and confirm the call transfers to the fallback destination.
  4. In Call Logs, confirm the path shows IVR → repeat(s) → fallback and that voicemail/queue handling behaves as expected.

Success criteria: The call follows the configured steps without dead‑ends, and the final destination answers or reaches voicemail as planned.

7. What to do next

  • If callers still get stuck or you see unexpected behaviour, email support@myoperator.com with:
    • Call Flow name and IVR step
    • Test call timestamp(s) and Caller ID
    • A screenshot of your Advanced Settings