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

1. Phone keypad reality

Single‑level IVRs map choices to digits 1–9. That’s the practical ceiling for distinct, easy‑to‑understand options.

2. 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.

3. 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.

4. 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

1. Group destinations into categories (e.g., Sales, Support, Billing, Operator).

2. In Calls → Design Callflow, open your IVR node and map the top‑level keys (1–5) to sub‑menus or queues.

3. For each category, add a sub‑menu with up to 3–5 clear options.

4. Set Repeat Menu, No‑input timeout, and On no/wrong input fallback for each level.

5. Publish, then place test calls.

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 menu
1 → Sales
2 → Support
3 → Billing
0 → Operator

Sales sub‑menu
1 → New Orders
2 → Existing Orders
3 → Partner/Reseller

Support sub‑menu
1 → Product A
2 → Product B
3 → Technical Assistance

Key settings to configure:

• Repeat Menu: 2 attempts
• No‑input timeout: 5 seconds
• On 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

1. Place test calls and try no input, wrong input, and correct selections at each level.

2. Time the menu playback and confirm it’s easy to remember.

3. 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)

Updated on: 01/12/2025