Short answer: A multi‑level IVR is one call flow with sub‑menus under the main menu (e.g., 1 → Sales → 1 New Orders / 2 Existing Orders). Multiple IVRs are separate call flows that activate under different entry conditions (different numbers, business hours, regions, or caller groups). Many teams use both: multiple IVRs, each with a short multi‑level menu.

Contents

• Quick definitions
• Side‑by‑side comparison
• Decision guide: which should I use?
• How to build each pattern
• Copy‑paste menu maps & scripts
• Best practices & limits
• Verify and test
• Troubleshooting & edge cases
• Related guides

Quick definitions

• IVR (Interactive Voice Response): An automated phone menu that routes callers based on keypad input (DTMF digits).
• Multi‑level IVR: One IVR with sub‑menus beneath top‑level options.
• Multiple IVRs: Several distinct IVRs triggered by entry conditions (number dialed, time/day, region, campaign line, customer tier, etc.).

Side‑by‑side comparison

Screenshot

Caption: Multi‑level IVR structure.

Decision guide: which should I use?

• Choose multi‑level IVR when:
• You have one main number and >3 destinations that fit logical categories.
• You need a consistent greeting and experience for all callers.
• Choose multiple IVRs when:
• Behavior should change by business hours, holidays, region, campaign line, or caller type (e.g., VIP).
• Teams operate independently and want separate flows.
• Choose both when:
• You run different IVRs per region/time/number, and each has a short multi‑level menu (3–5 options max).

Rule of thumb: If the top menu needs more than 5 options or the greeting exceeds ~12 seconds, split into sub‑menus or separate IVRs.

How to build each pattern

A) Multi‑level IVR (one flow with sub‑menus)

1. Go to Calls → Design Callflow → Create New (or edit an existing flow).
2. Add an IVR/Menu node, set a short Welcome Message.
3. Map top‑level keys (e.g., 1 Sales, 2 Support, 0 Operator).
4. For options that need more granularity, route to another IVR/Menu node (sub‑menu).
5. Configure Repeat Menu, No‑input timeout, and On no/wrong input fallback at each level.
6. Publish and test (see Verify and test below).

B) Multiple IVRs (separate flows by entry condition)

1. Create separate IVRs (e.g., Weekday IVR, Weekend IVR, Delhi IVR, Mumbai IVR).
2. In your routing rules, select which IVR to use based on business hours/schedules, DIDs/phone numbers, region, or caller tags.
3. Keep each IVR’s menu short (3–5 options) and align reserved keys (e.g., 0 = operator in all flows).
4. Publish and test each entry condition (weekday/weekend, region, number) end‑to‑end.

Copy‑paste menu maps & scripts

Sample welcome (≤12s)

Thank you for calling ACME. Press 1 for Sales, 2 for Support, 3 for Billing, or 0 to speak to the operator.

Multi‑level menu example

Top IVR1 → Sales IVR2 → Support IVR3 → Billing0 → OperatorSales IVR1 → New Orders2 → Existing Orders3 → Partners/ResellersSupport IVR1 → Product A2 → Product B3 → Technical Assistance

Multiple IVRs by time/region

Weekday IVR (Mon–Fri 09:00–18:00)1 → Sales2 → Support0 → OperatorWeekend IVR (Sat–Sun & Holidays)1 → On‑call Support0 → OperatorDelhi IVR (DID: +91-11-XXXX)1 → Delhi Sales2 → Delhi SupportMumbai IVR (DID: +91-22-XXXX)1 → Mumbai Sales2 → Mumbai Support

Best practices & limits

• DTMF keys: Practical limit is 1–9 for options; keep 0, *, # consistent (operator/repeat/confirm).
• Keep menus short: 3–5 options per level; avoid deep nesting (max ~2 levels for most SMBs).
• Language selection first: If multilingual, offer language as the first choice, then functional menus.
• Fallbacks everywhere: Set Repeat Menu, No‑input, and wrong‑input handling at each level; ensure queue timeouts route to voicemail.
• Consistency across IVRs: If using multiple IVRs, reuse the same key semantics and greeting structure.

Verify and test

1. Place live test calls for each entry condition (weekday/weekend, each DID/region).
2. Exercise valid input, no input, and wrong input at every level; confirm fallbacks.
3. Check Call Logs for accurate paths (e.g., IVR → Sales → Queue → Agent), and measure time‑to‑agent.

Success criteria: Callers reach destinations quickly; menus are understandable; no dead‑ends; after‑hours routing works.

Troubleshooting & edge cases

• Menu is too long: Split into sub‑menus or create another IVR for a subset of callers.
• Keys not recognized (DTMF issues): Increase No‑input timeout slightly; test from multiple carriers/devices.
• Inconsistent experience across IVRs: Standardize greetings, reserved keys, and voicemail rules.
• After‑hours not switching IVRs: Re‑check business hours configuration and time‑zone settings.

Related guides

• Create a multi‑level IVR
  https://app.getguru.com/card/i5E4MeKT/How-can-I-create-a-Multilevel-IVR
• Set up multiple IVRs for different days
  https://app.getguru.com/card/igXjxrpT/How-can-I-set-multiple-IVRs-for-different-days
• Design your IVR call flow
  https://app.getguru.com/card/TGXxzMqc/How-can-I-create-the-flow-of-my-IVR