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# 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.

![](https://chat.google.com/u/0/api/get_attachment_url?url_type=FIFE_URL&content_type=image%2Fpng&attachment_token=AOo0EEU5TMNwJHZPpOy8AQZ8bfCmR8b7kjZSTXmte5kdRxh1BHJJcSLv58vjatoAKPWqr2meHNxaMKIFRM2mlr%2FMyeB9zjY6eVNj6altmfLWBwFDIzVygpoDXZ1sVRzlOiIggneTjE6U17LYwplH9gCzr6GQHSwaY7aY8DrSzbVkY5lntDtpB59de94tYJtworTp5CBGeOIqR0tM0GUT10wZE0Q8ve%2BJg0O2nlOHkJmz8S%2BN7vowCHmkVL2U6sO%2B0SuMxKYPExri85EBCUeQiOFOmGsvJeNmgnasfyhX4NiT9qJN0JE%2BDQJ3%2FAI5UrvII%2B2j3FLfiVj%2BXrijnJFltIHOtzm4CLqSyHW7WLMCrQt9MjyH6dQmNeN0JyTrUu73iBREu4q4WR2yvasYI8nZClkZlxEKGrK3S8%2FNux4%2BqzcHUyf%2FfY45mpOyRo6rBv6a9jpgqJsT5QjZxWeu5ZlXi1NVdZ0YCwOWyqUG9vMLJTTq0TFgqi616zKhHuLljJePhYQS5yZW0eb1XCEfQCcUUz75TYnn3Uwscd7KyGrsMZ3W8bBezelEU0D6e5bVvmJ%2F8GH8UJNXwHk3RCll1mTJyy8%3D&allow_caching=true&sz=w512)

*Alt text: Go to advance call flow*

3. Insert a Location-Based Routing node.

![](https://content.api.getguru.com/files/view/5c9134ae-c033-44ed-af5b-1c41eb6343f7)

*Alt text: Location-based route*

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

![](https://content.api.getguru.com/files/view/30dcc2b1-8020-457f-a0b4-3e13b885269a)

*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](mailto:support@myoperator.com) and include `flow_id`, recent call IDs, sample caller IDs, and a screenshot of Region Mapping.

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