Articles on: MyOperator

How can I create an IVR/call flow with direct forwarding?

Quick answer


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.



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. Side menu → Call → 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).


  1. Set routing parameters (if destination is a Department):


  • Select routing method (Serial / Simultaneous / Balanced / Sticky).
  • Configure ringing time and order (for Serial).


  1. Optional fallback: add voicemail, an alternate flow, or an after-hours flow for missed calls or outside-business hours.
  2. Preview the call flow using the Preview tool (simulate a call at a date/time).
  3. 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).



What happens if an agent is busy on a direct mobile call when an IVR call is forwarded?


If an agent is already on a direct mobile call, the IVR still rings that agent for the configured ringing duration (default: 25 seconds). If the agent ends the direct call within that window, the IVR call connects; otherwise, the call automatically moves to the next available agent based on your call-flow configuration.



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).

Updated on: 27/11/2025