⚡Quick answer -

• Multi-Level IVR = one IVR tree with nested menus under a single phone number.
• Multiple IVRs = several independent IVR flows, each tied to a different number, schedule, or campaign.

Choose Multi-Level if you want ​layered navigation on one line; choose Multiple if you need distinct call flows for separate purposes.

When should I use this guide?

Read this guide before designing your call routing strategy or when you are unsure whether to build one nested menu or separate IVRs for each business unit, hotline, or schedule.

1. Concepts at a Glance

• Multi-Level IVR (Nested): A hierarchical menu tree. Callers press keys to go deeper (e.g., “1 for Sales → 2 for Enterprise Sales”).

• Multiple IVRs (Separate): Stand-alone IVR flows. Each can have its own number, greeting, and schedule.

2. Side-by-Side Feature Comparison

3. Prerequisites

• You can sign in to the MyOperator Web Panel.
• Access to Calls → Design Callflow and permission to create/edit IVRs.
• Greeting audio/TTS for each menu level.

3. Decision Flow Diagram

alt-text: “Decision tree for choosing Multi-Level vs Multiple IVRs”

4. How to Configure Each Option

A. Create a Multi-Level IVR

1. Open Callflow Designer
1. Go to Calls → Design Callflow. Create a new flow or click Edit on an existing one.
2. Add the main Menu
1. Insert a Menu block. Record or type the prompt (e.g., “Press 1 for Sales, 2 for Support, 3 for Billing. Press 0 for Operator.”).
2. Set invalid input and no‑input/timeout rules, repeat count, and a Repeat menu key (e.g., *).
3. Create sub‑menus
1. For each Level‑1 option that needs more choices (e.g., Sales), drag another Menu block and connect it to that option’s output.
2. Record/type the sub‑menu prompt (e.g., “Press 1 for New Orders, 2 for Existing Orders.”).
4. Connect final destinations
1. From the lowest‑level menu options, connect to the destination you want: Queue, User/Team, Voicemail, or Announcement.
5. Add fallbacks
1. For each menu level, set what happens on invalid input and no input after X retries (e.g., route to Operator or Voicemail). Consider adding 0 = Operator.
6. (Optional) Language selection first
1. If you need multiple languages, place a short Language menu before the main menu, branching to language‑specific copies of the tree.
7. Save & Publish
1. Click Save, then Publish to apply the changes.

Caption: Call → Design Call Flow → Create new call flow

Caption: IVR flow with submenu

B. Create Multiple IVRs

1. Repeat steps 1–3 above for each IVR (Sales, Support, After-Hours, etc.).
2. Assign individual phone numbers or time-based schedules under Numbers → Routing.
3. Publish changes.

Expected outcome: Calls dialled to each number (or schedule) follow the assigned IVR flow immediately.

5. Example (Multi-level IVR): B2B/B2C under Sales

• Main menu: “Press 1 for Sales, 2 for Support, 3 for Billing, 0 for Operator.”
• Sales (1) → Sub‑menu: “Press 1 for B2B Sales, 2 for B2C Sales.”
• B2B (1): Route to B2B Sales Queue.
• B2C (2): Route to B2C Sales Queue.

6. Best practices for Multi-level IVR

• Keep it shallow: Prefer ≤ 2 levels to minimise caller effort.
• Be consistent: Keep numbering consistent across levels (e.g., 0 = Operator, * = Repeat).
• Write for the ear: Short prompts first; detail second. Avoid long lists.
• Handle edge cases: Define behavior for invalid and no input at every level.
• Name clearly: Use descriptive block names (e.g., IVR – Main, IVR – Sales L2).
• Accessibility: Ensure audio is clear, at a moderate volume, and that there is minimal music under prompts.

7. Use-Case Scenarios & Expected Outcomes

1. You operate Sales and Support on the same hotline, but with sub-teams inside Support.
1. Outcome: Multi-Level IVR shortens the caller journey and avoids extra numbers.
2. You run a holiday campaign with a temporary greeting.
1. Outcome: Create a separate IVR so edits won’t affect the main line.

8. When Each Option Does NOT Work

• Multi-Level IVR is NOT ideal when different business units require unique opening hours; callers will still reach the same number.

• Multiple IVRs are NOT ideal if you want all callers to remember only one phone number; brand consistency may suffer.

9. Troubleshooting

Keywords: multi-level IVR vs multiple IVRs, nested IVR, separate IVR flows, MyOperator call routing