Why is the wrong IVR playing on my MyOperator number, and how can I fix it quickly?

Why is the wrong IVR playing on my MyOperator number, and how can I fix it quickly?

⚡Quick answer -

Nine times out of ten, the wrong IVR plays because either

(a) The DID is mapped to a different call-flow or

(b) The live call-flow was edited but not published.

Check Manage → DIDs for the exact call-flow, edit that flow, update the audio file, then click Save → Publish. New prompts take 2-5 minutes to propagate.

When should I use this guide?

Use these steps if callers report hearing an outdated greeting, language, or after-hours message on any service number.

1. Prerequisites

• Admin rights to Manage and Design Call-flow

• Exact DID/toll-free number callers dial

• Correct audio file ready (MP3, mono, ≤ 128 kbps; e.g., Main_IVR_EN_v3.mp3)

When will this guide NOT work?

• You edit a draft instead of the live flow

• You forget to publish changes

2. 6-step fix workflow

  1. Confirm DID-to-flow mapping 
    1. Manage → DIDs → select number → note Assigned Call-flow.
  2. Open that live call-flow
    1. Call → Design Call-flow → select the flow from Step 1 → Edit.
  3. Check IVR nodes
    1. Welcome/Prompt points to the latest audio file.
    2. For multi-language, each node has a new file.
  4. Verify schedules & conditions
    1. After hours, holidays, and regional branches reference the new audio. 
    2. No Hang-up/Transfer before prompt.
  5. Publish Click Save → Publish. Wait 2-5 min.
  6. Test from two carriers. Call the DID from Jio & Airtel. Confirm the new prompt.

Expected result: Correct IVR plays in all scenarios, and Call Logs show the intended call flow.

3. Quick self-checks if the old prompt still plays

• Edited the flow actually mapped to this DID?

• Clicked Publish (not only Save)?

• Dialing the same DID you checked?

• Time-based rule sending after-hours to another IVR?

• Audio file unsupported? Re-encode to MP3 mono ≤ 128 kbps.

4. Edge cases

Issue

Cause

Fix

Multiple DIDs with similar names

Edited Flow A; callers dial DID for Flow B

Repeat Steps 1-2 for the correct DID

Missing language file

System falls back to the default prompt

Upload audio for each language node

Draft vs Live

Changed draft only

Publish or switch to live flow

Forwarding from personal line

Calls bypass IVR

Ensure the forwarding destination is the correct DID

5. Two-minute test plan

  1. Call during business hours → hear new main IVR.
  2. Call after-hours → hear new after-hours IVR.
  3. Press 1 / 2 to check submenu audio.
  4. Verify in Calls → Logs that the call hit the expected Call-flow.

Keywords: wrong IVR, call-flow mapping, publish call-flow, MyOperator IVR troubleshooting