Articles on: MyOperator

What IVR types does MyOperator support, which one should I choose, and how do I set up a Location-Based IVR?

⚡ Quick answer —

MyOperator supports six IVR types—Default, Menu-based, Location-based, Voice-recognition, Self-service, and Time & Day-based.


  • Use a menu-based approach for simple keypad navigation.
  • Use Location-based for geo routing.
  • Use Voice-recognition for speech input.
  • Use Self-service for automated tasks.
  • Use Time & Day-based for after-hours rules.
  • Use Default for a basic welcome menu.


When should I use this guide?

Open this guide while planning or reviewing your call-flow strategy so you can:


  1. Match each business goal to the correct IVR type.
  2. Configure Location-Based IVR without trial-and-error.



1. IVR types

IVR Type

What it does

Typical example

Default

Plays automatically on your main number with basic options

“Welcome…Press 1 for Sales”

Menu-based

Lets callers press keys (DTMF) to navigate nested menus

“Press 1 for Orders”

Location-based

Detects the caller’s region and routes to the nearest office

Bangalore callers → BLR team

Voice-recognition

Accepts spoken commands instead of keypad input

Caller says “Track my order”

Self-service

Lets callers complete tasks without speaking to an agent

Pay bill by phone

Time & Day-based

Changes behaviour by schedule (hours, holidays)

After 7 PM → voicemail



2. Use-case examples & expected outcomes

  • Retail chain with stores in five cities → Location-based IVR reduces transfer time and improves first-call resolution.
  • Utility company wanting 24/7 bill payment → Self-service IVR lowers agent workload.
  • SaaS support line seeking speech-driven menus → Voice-recognition IVR shortens caller effort.


Expected outcomes across all types: shorter wait times, higher professionalism, and better FCR.



3. When each IVR type is NOT ideal

  • Default IVR fails when you need region-specific routing.
  • Menu-based IVR can frustrate callers if the tree is more than three levels deep.
  • Location-based IVR is ineffective without accurate caller-ID data.
  • Voice-recognition IVR struggles in noisy environments or with strong accents.
  • Self-service IVR does not suit highly personalised problems.
  • Time & Day-based IVR won’t help if your business already runs 24/7 live support.



4. How Location-Based IVR works

A Location-Based IVR routes callers to agents or queues based on the caller’s region. It improves language fit, resolution speed, and customer trust.


4.1 How detection works

  • The system inspects the caller ID to infer a telecom circle/region.
  • Default logic uses the number prefix to map to a region.
  • If a region is not detected, the call follows your fallback route or a language menu.


4.2 Prerequisites

  • Role: permission to edit Advanced Call Flow.
  • Plan: feature access for Location-Based IVR.
  • Data: list of regions and assigned queues or agent groups.
  • Fallback: one default queue for unknown or unmapped numbers.
  • (Optional) API token for automation or bulk updates.


4.3 Set-up steps (UI)

  1. Go to Dashboard → Advanced Call Flow.
  2. Add or open your IVR flow.



Alt text: Go to advance call flow


  1. Insert a Location-Based Routing node.



Alt text: Location-based route


  1. Open Region Mapping.
  2. Add rows with Prefix/Pattern → Target Queue/Group.
  3. Set a Fallback Queue for unmapped callers.
  4. Save and Publish the flow.



Alt text: Preview and save the flow


4.4 Test & confirm results

  • Place a test call from numbers mapped to each region.
  • Verify the call rings the intended queue or agent group.
  • In Call Logs, confirm the matched region and routing reason.
  • Ensure the fallback handles unknown or masked numbers.


4.5 Limitations & edge cases

  • Number portability: ported numbers may keep prefixes that no longer reflect location.
  • Masked/anonymous IDs: detection fails when the caller ID is hidden.
  • VoIP and enterprise trunks: location may not align with geographic presence.
  • International or landline callers: add explicit rules or route to fallback.
  • After-hours coverage: define regional schedules or a global off-hours queue.
  • Rule order and overlaps: first matching pattern applies; review pattern priority.
  • Data maintenance: update mappings as carriers and numbering change.


4.6 Troubleshooting

Symptom

Checks

Fix

Calls reach the wrong region

Validate pattern priority and overlapping rules

Re-order rows

Calls always hit fallback

Test regex/prefix patterns with sample numbers

Correct mapping and republish

Agents not receiving calls

Ensure the regional queue is online and staffed; check agent status/device registration

Bring queue/agents online


Still stuck? Email support@myoperator.com and include flow_id, recent call IDs, sample caller IDs, and a screenshot of Region Mapping.



Keywords: IVR types, default IVR, menu-based IVR, location-based IVR, voice recognition IVR, self-service IVR, time-based IVR, regional call routing

Updated on: 12/01/2026