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

# Create a direct-forwarding call flow (no IVR menu)

|| Info 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.

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## 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).

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## 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.

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## Where to go

1. Sign in to the MyOperator panel.
1. Side menu → Call → Design Callflow.

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

1. Open Call Flow Designer → click Create New Call Flow (or Edit an existing flow).
1. Name the flow (e.g., "VIP Direct Line" or "Support — Direct").
1. Add Welcome Greeting (optional): upload an audio file or choose a predefined prompt. Keep it short for direct routes.
1. When asked, "Do you want a menu?" choose No — this disables IVR menu options and enables direct forwarding.
1. 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.
1. Preview the call flow using the Preview tool (simulate a call at a date/time).
1. Save → then Publish to activate the flow.

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## 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.

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## 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).

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## 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.

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## 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 the fallback node is connected and has appropriate conditions (e.g., unanswered for X seconds).