What are the different types of nodes that can be added to an IVR in MyOperator?

Quick answer: MyOperator’s IVR Builder includes six node types you can combine to design your call flow: IVR Menu, Extension, Department, Message, Voicemail, Input & Response.

1. What’s a “node” in IVR Builder?

A node is a building block in your call flow. Each node performs a specific task—play a message, gather input, route to users, record voicemail, etc. Connect nodes to shape how a call moves through your IVR.

2. Quick reference

3. How to add a node

1. Open MyOperator › Call Flow Setup › IVR Builder.
2. Click Add Node (or drag from the node palette) and choose a node type.
3. Configure required fields (e.g., audio file, destination, retries).
4. Connect the node to the previous and next steps.
5. Publish your changes and place an external test call to verify.

4. Node types (details & examples)

1) IVR Menu

What it does: Plays a prompt and lets callers select options by pressing digits. Route each digit to a target.

Key settings:

• Prompt audio: Select a library file with clear numbering (“Press 1 for Sales,” etc.).
• Valid keys: Digits you accept (e.g., 0–9, *).
• No input / Invalid input: Action after timeout or wrong key (repeat prompt, go to agent/voicemail, end call).
• Retries: Times you’ll re-prompt before fallback.

Fallbacks & edge cases:

• After N retries, route to Voicemail or a Department.
• Provide a “0 for operator” escape where appropriate.

Common pitfalls:

• Too many layers (deep menus hurt CSAT). Keep to ≤2 levels when possible.
• Reusing old audio that doesn’t match configured options.

Example:

• “Press 1 for Sales, 2 for Support; 0 to speak to our operator.”

2) Extension

What it does: Sends the call to a specific user’s extension.

Key settings:

• User/extension: Select the intended agent.
• Ring strategy & timeout: How long to ring before fallback.

Fallbacks & edge cases:

• If the user is offline/busy, route to Voicemail or a Department.

Common pitfalls:

• Pointing to a user who is not assigned to this number/flow.

Example:

• “Press 9 to reach our Billing Specialist.”

3) Department

What it does: Routes to a team (multiple users) according to your ring strategy.

Key settings:

• Department: Choose the team (e.g., Sales).
• Ring strategy: Ring-all, round-robin, or other available methods.
• Business hours: (If used) pair with time-based routing.

Fallbacks & edge cases:

• No active agents → route to Voicemail or Message.

Common pitfalls:

• The department has no active agents or everyone is paused.

Example:

• “Press 1 for Sales” → Department: Sales (ring-all 20s).

4) Message

What it does: Plays audio to the caller (e.g., Welcome at start, Custom anywhere).

Key settings:

• Audio file: Upload/select from Library (follow your “Add audios to library” requirements).
• Placement: Before menus, after a selection, or while transferring.

Fallbacks & edge cases:

• If this is the only node, ensure the flow continues (to Menu/Department) or ends intentionally.

Common pitfalls:

• Low volume or a wrong format causes poor playback. Verify the file meets your KB requirements.

Example:

• “Thanks for calling MyOperator. Your call may be recorded for quality.”

5) Voicemail

What it does: Records a message when no one answers or after hours.

Key settings:

• Greeting audio: Tell callers what to leave (name, reason, call-back number).
• Notification path: Where new voicemails appear (e.g., call logs/notifications) and who reviews them.

Fallbacks & edge cases:

• When the mailbox is not monitored, route to an alternate team during business hours.

Common pitfalls:

• No one reviews the mailbox; callers never hear back.

Example:

• After Department timeout, send to Voicemail with a clear 20–30s prompt.

6) Input & Response

What it does: Collects keypad input (DTMF) like account numbers, then routes or triggers actions (e.g., CRM lookup).

Key settings:

• Expected input: Length/format (e.g., 6–10 digits).
• No/invalid input handling: Retries and where to route after max attempts.
• Actions: Route based on value prefixes; trigger webhook/API (if available in plan).

Fallbacks & edge cases:

• Handle timeout and invalid characters. Provide an operator escape.

Common pitfalls:

• Not validating length; callers get stuck.

Example:

• “Enter your 6‑digit order ID, then press #.” Route 1xxxxx to Sales, 2xxxxx to Support.

5. Limits & behaviour notes

• Keep menus shallow; avoid more than two submenu levels when possible.
• Always define no-input/invalid-input behaviour to prevent loops.
• Ensure departments have active, available agents; set a timeout fallback.
• Use supported audio formats per your “Add audios to library” guidance for reliable playback.
• For after-hours, pair nodes with time-based routing so callers get the right outcome.

6. Troubleshooting

• DTMF not recognised:
• Re-record prompt clearly; ensure callers know to use the touch‑tone keypad. Add a retries path.

• Message doesn’t play:
• Check audio file format and volume; re-upload if corrupted.

• Rings but no answer:
• Confirm department membership and agent availability; verify ring strategy and timeout.

• Voicemails missing:
• Verify where voicemails are listed in your account and confirm someone is assigned to review them.

• Call loops back to the menu:
• Review invalid/no-input routing and reduce retries.

Need help?

Not sure which node to use? Contact Support from the Help menu in your MyOperator dashboard. Include:

• Your organisation name/ID
• The call flow name and affected number(s)
• A short description of what callers should experience

Updated on: 01/12/2025