Create or edit a call flow in the Call Flow Designer, choose No when asked about a menu (this disables IVR options), select your destination (single user, user group, or department), add optional voicemail or after-hours fallbacks, preview the flow, then Save → Publish.

Question

How can I create an IVR / call flow that forwards calls directly to an agent or department (no menu)?

Why use direct forwarding

• Fast routing for urgent lines (support hotlines, VIP lines).
• Simplifies caller experience — connect immediately without menu navigation.
• Useful for auto-forward rules (CRM callbacks, trusted caller lists).

Before you start (prerequisites)

• You must have Design / Manage Callflow permissions.
• Know the destination: specific user extension, user group, or department.
• Confirm destination users have Call Availability enabled and correct schedules.
• Optional: have a voicemail greeting or after-hours flow ready.

Where to go

1. Sign in to the MyOperator panel.
2. Top menu → Manage → Design Callflow.

Step-by-step — Create a direct-forwarding call flow

1. Open Call Flow Designer → click Create New Call Flow (or Edit an existing flow).
2. Name the flow (e.g., "VIP Direct Line" or "Support — Direct").
3. Add Welcome Greeting (optional): upload an audio file or choose a predefined prompt. Keep it short for direct routes.
4. When asked, "Do you want a menu?" choose No — this disables IVR menu options and enables direct forwarding.
5. Choose Destination — pick one of:
• User / Agent: route to a single extension.
• User Group: route to a pre-defined group of users.
• Department: route to a department (provides routing options: Serial, Simultaneous, Balanced, Sticky).
6. Set routing parameters (if destination is a Department):
• Select routing method (Serial / Simultaneous / Balanced / Sticky).
• Configure ringing time and order (for Serial).
7. Optional fallback: add voicemail, an alternate flow, or an after-hours flow for missed calls or outside-business hours.
8. Preview the call flow using the Preview tool (simulate a call at a date/time).
9. Save → then Publish to activate the flow.

Examples

• Direct to single agent: "VIP Line" → No menu → Destination: user ext 101 → Fallback: Voicemail.
• Direct to Sales department (Simultaneous): "Sales Hotline" → No menu → Destination: Department Sales (Simultaneous) → Ring 25s → Fallback: After-hours flow.

Best practices

• Keep the welcome greeting short (5–8 seconds) so callers connect quickly.
• For single-agent routes, set a voicemail fallback if the agent is unavailable.
• For teams, prefer Simultaneous or Balanced routing to reduce caller wait times.
• Configure after-hours or holiday fallback to a recorded message or alternate flow.
• Use Preview to test routing for edge cases (missed call, busy line, after-hours).

Troubleshooting & common issues

• Call still hits a menu: confirm you selected No for the menu step and re-published the flow.
• Destination not ringing: check the destination user’s Call Availability, extension assignment, and user schedule.
• Calls routed to wrong department: verify the flow’s destination and any higher-priority call flow rules that may override department settings.
• Fallback not triggered: ensure fallback node is connected and has appropriate conditions (e.g., unanswered for X seconds).