Articles on: MyOperator

How do I thoroughly test my IVR flow in MyOperator before going live?

Quick answer


Preview each IVR node in the Flow Designer, then place a real call to your business number to check the greeting, menu options, routing, and ring duration. Re-test any time you edit audio files or call flows.


When should I use this guide?


Use these steps before publishing a new IVR, after uploading fresh audio files, or whenever callers report wrong menus or misrouted calls.



1. Prerequisites


  • Admin or IVR-Designer role in MyOperator
  • At least one published IVR flow
  • Audio files in MP3, ≤ 5 MB, 44.1 kHz
  • A phone (mobile or landline) outside your PBX to run the live test



2. Step-by-step in-portal testing


  1. Log in to the MyOperator panel.
  2. Navigate to Calls → Design Call Flow.


Navigating to Design Call flow


  1. Click Create new call flow or Edit Live call flow.


Edit or create a new call flow

Edit or create a new call flow


  1. Enter the details.


Enter call flow details


  1. Click Save to Preview to continue.


Save to preview


  1. Select the IVR (if you have more than one).


Preview and test


  1. Test your IVR call flow by dialing the specified number shown on this screen.


Test IVR call flow number



Node types you should preview


Node

Purpose

What to listen for

Welcome

Greeting

Correct brand name, clear audio

Menu

Options

Each option number is spoken; no silence gaps

Department

Routing prompt

Correct department name



3. End-to-end live-call test


  1. From an external phone, dial your business number.
  2. Navigate the IVR (press 1 → Sales, 2 → Support, etc.).
  3. Confirm:
  • You hear the exact greeting.
  • Each DTMF input triggers the correct branch.
  • The call lands on the right agent group within the configured ring time.
  1. Stay on the call for at least 30 s to ensure no mid-call audio gaps.



4. Workflow


End-to-end IVR test call flow



5. Expected results


  • No audio distortion or silence >1 s.
  • Menu options match on-screen labels.
  • Routing occurs within configured ring time (default 15 s).
  • Call detail record (CDR) shows the correct IVR path.



6. What can go wrong?


The test will fail if:


  • Audio file exceeds 5 MB or is not MP3 — the Preview button will be greyed out.
  • DTMF tones are blocked by your carrier — IVR does not detect key-press.
  • Agent is Offline — call loops back to fallback route.



7. How many IVRs can I set?


There’s no fixed product limit. You can create and manage as many IVRs as your business needs in the MyOperator panel.



8. Troubleshooting


Symptom

Quick fix

Audio doesn’t play

Re-upload MP3 (≤ 5 MB)

Wrong department

Edit DTMF mapping

Ringing too long

Change Ring Time

Caller hears silence

Check audio file length matches node timeout



Keywords: MyOperator IVR testing, play IVR audio, end-to-end call test, IVR troubleshooting

Updated on: 27/11/2025