How can I create an IVR/call flow with direct forwarding?
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
- Sign in to the MyOperator panel.
- Top menu → Manage → Design Callflow.
Step-by-step — Create a direct-forwarding call flow
- Open Call Flow Designer → click Create New Call Flow (or Edit an existing flow).
- Name the flow (e.g., "VIP Direct Line" or "Support — Direct").
- Add Welcome Greeting (optional): upload an audio file or choose a predefined prompt. Keep it short for direct routes.
- When asked, "Do you want a menu?" choose No — this disables IVR menu options and enables direct forwarding.
- 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).
- Set routing parameters (if destination is a Department):
- Select routing method (Serial / Simultaneous / Balanced / Sticky).
- Configure ringing time and order (for Serial).
- Optional fallback: add voicemail, an alternate flow, or an after-hours flow for missed calls or outside-business hours.
- Preview the call flow using the Preview tool (simulate a call at a date/time).
- 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).
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