⚡Quick answer -

Direct Dialing lets callers bypass your IVR and connect straight to a specific agent extension.

Admins can toggle it in Calls → Design Callflow → Advanced Settings → Inbound Settings → Direct Dialing.

Callers who know an extension can dial: [Your Business Number,Extension] (comma adds a short pause) to reach that agent instantly.

Who this is for

Admins, supervisors, and agents who want faster connections for repeat customers, VIPs, or internal teams by letting callers dial extensions directly.

What is Direct Dialing?

Direct Dialing allows a caller to skip the IVR menu and connect straight to an agent by entering the agent’s extension. This reduces wait time and menu navigation, improving pickup speed and lowering drop‑offs.

Example:
To reach extension 101, the caller dials: [Your Business Number,101].

Before you start (prerequisites)

1. You can sign in as Admin / Super Admin.
2. Extensions are assigned and communicated to the right agents.
3. Agents who should receive direct calls have Call Availability = ON and their phones off DND.
4. Business hours/holiday rules won’t block the target department.

Enable or disable Direct Dialing (admin steps)

1. Sign in to MyOperator.
2. Go to Call → Design Call flow.
3. Open Advanced Settings in the left navigation.
4. In Inbound Settings, click Edit.
5. Find Direct Dialing and choose Enable or Disable from the dropdown.
6. Click Save.

Alt text: Enabling direct dialing

How callers use Direct Dialing

• The caller must know the agent’s extension.
• From their dialer, they enter: [Your Business Number,Extension].
• If Direct Dialing = Enabled, the call connects directly to that agent.
• If Disabled, the call follows your standard IVR flow.

Example formats

• 9876543210,101 (comma = short pause, then extension)
• Some dialers allow “Add pause” instead of typing a comma.

Best practices

• Share extensions only with trusted audiences (customers, partners) who need direct access.
• Keep ring‑time 20–30s so agents can answer.
• Ensure agents keep Call Availability = ON when ready to receive calls.
• If an agent leaves/changes teams, reassign or retire their extension promptly.
• Include the extension in email signatures or account communications, where appropriate.

What success looks like

• Callers who know an extension connect faster with fewer menu steps.
• Missed‑call rate decreases for VIP/returning customers.
• Agents report shorter time‑to‑conversation for direct callers.

Troubleshooting & edge cases

1. Call doesn’t reach the agent
   •Confirm Direct Dialling = Enabled.
   • Verify the extension is correct and assigned.
   • Ensure the agent’s Availability is ON and the device is not on DND.
   • Check business hours/holiday rules for the department.
2. Goes to voicemail or drops
   • If an agent has opted out (unavailable) and no fallback is set, the call may go to voicemail or drop. Add a fallback in your callflow.
3. Caller can’t add a comma
   • Most dialers have an add pause; otherwise, dial the business number, wait for connect, then manually key the extension.
4. Accidental exposure of extensions
   • Rotate/reassign extensions and update communications if you shared one widely by mistake.

Still stuck?
• Share 2–5 recent call IDs (timestamps, last 4 digits, dialled extension) with Support for analysis.