Why is there a limitation on the maximum number of departments that can be added at a single level IVR?
⚡Quick answer:
Single‑level IVRs use DTMF keypad input (phone digits). Usable options map to 1–9. Keys like 0, *, and # are often reserved (operator, repeat/confirm). More than nine menu choices create input conflicts and a poor caller experience.
To offer more destinations, use a multi‑level IVR (sub‑menus).
Quick definitions
- IVR (interactive voice response): An automated phone menu that routes callers based on keypad input.
- DTMF: Dual‑tone multi‑frequency tones generated by pressing phone keys (0–9, *, #).
Why is there a limit
- Phone keypad reality
Single‑level IVRs map choices to digits 1–9. That’s the practical ceiling for distinct, easy‑to‑understand options. - Reserved keys
Many call flows reserve 0, *, or # for special actions (e.g., operator, repeat menu, confirm/back). Using them as regular options can create conflicts. - Avoiding input collisions
Calls may collect other keypad input later (e.g., feedback scores, ticket IDs). A sprawling top menu increases the chance that the system misreads intent. - Caller experience
Long menus are hard to remember. Keeping the first menu to 3–5 options improves completion and reduces timeouts/abandonment.
What to do instead: multi‑level IVR
- Group destinations into categories (e.g., Sales, Support, Billing, Operator).
- In Calls → Design Callflow, open your IVR node and map the top‑level keys (1–5) to sub‑menus or queues.
- For each category, add a sub‑menu with up to 3–5 clear options.
- Set Repeat Menu, No‑input timeout, and On no/wrong input fallback for each level.
- Publish, then place test calls.
Alt text: How to add more levels in the IVR menu
Copy‑paste examples
Sample welcome script:
Thank you for calling ACME. Press 1 for Sales, 2 for Support, 3 for Billing, or 0 for the operator. To hear these options again, stay on the line.
Two‑level menu mapping:
Top menu1 → Sales2 → Support3 → Billing0 → OperatorSales sub‑menu1 → New Orders2 → Existing Orders3 → Partner/ResellerSupport sub‑menu1 → Product A2 → Product B3 → Technical Assistance
Key settings to configure:
Repeat Menu: 2 attemptsNo‑input timeout: 5 secondsOn no/wrong input: Transfer to Operator or General Queue
Best practices & accessibility
- Keep it short: 3–5 options per menu; aim for prompts under ~12 seconds.
- Speak option before number: “Sales, press 1” improves comprehension for some callers.
- Consistent patterns: Use 0 for operator across menus; use # to confirm, * to repeat where needed.
- Language variants: If you offer multiple languages, present language selection first, then the functional menu.
- DTMF reliability: Some networks/devices delay tones—allow a reasonable No‑input timeout and enable Repeat Menu.
Verify and test
- Place test calls and try no input, wrong input, and correct selections at each level.
- Time the menu playback and confirm it’s easy to remember.
- Check Call Logs to verify the path (e.g., IVR → Sales → New Orders → Agent/Queue).
Success criteria: Callers can quickly reach destinations; no dead ends; fallbacks work predictably.
Troubleshooting & edge cases
- Callers report keys not recognised: Increase No‑input timeout slightly; test from multiple carriers/devices.
- Too many options even after grouping: Add a third level only if essential; consider routing some paths directly to queues.
- Frequent “operator” requests: Simplify menus or promote common choices to the top level.
- After‑hours behavior: Ensure your Business Hours and Voicemail nodes are configured for each branch.
Get help
If you need assistance designing a multi‑level IVR, email support@myoperator.com with:
- Your Call Flow name and a brief routing goal
- A draft menu (top‑level and sub‑menus)
- Call volume patterns (peak times, departments)
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