Direct Routing to a Single User

Ensuring that calls reach the right person quickly is crucial for delivering excellent service in any customer-facing business. The IVR Desk by HENCS Digital Telematics offers a straightforward way to set up direct call routing to a specific user using its intuitive IVR Journey interface.

This article walks you through the complete process of configuring Direct Routing for a Single User, from welcome messages to post-call actions.

Step-by-Step Guide: Direct Routing to a Single User

1. Access the IVR Journey Section

To begin, log in to your IVR Desk admin dashboard.
Navigate to the IVR Journey section, where you can manage and customize the call flow for your business.

2. Select the Direct Routing Option

From the available options in the IVR journey, choose Direct Routing. This mode allows you to directly forward incoming calls to a designated recipient or group.

3. Configure the Welcome Note

Choose a welcome message that callers will hear when they call your business. This adds a professional touch and reassures the caller that they’ve reached the right place.

Example: “Welcome to IVR Desk, a product by HENS Digital Telematics Private Limited. Please wait while we transfer your call to the next available executive.”

4. Select Routing Destination – Single User

Next, select the routing type. You’ll be given two options:

• Single User – for routing calls to one specific person.
  
  
• Call Group – for distributing calls among multiple users (covered in a separate guide).
  
  

Choose Single User, and then pick the exact user from the drop-down list to whom the calls should be routed.

5. Set Ring Timeout

Decide how long the phone should ring if the user does not answer. The ring timeout can typically be set between 15 to 60 seconds. In this example, we’ll choose 30 seconds.

This helps avoid long wait times for callers and ensures the system knows when to move to a fallback or post-call action.

6. Configure Post-Call Actions

Once the call ends (either answered or unanswered), you can automate a follow-up action:

• Send an SMS
  
• Initiate a Voice Call
• WhatsApp
  
  

Select a pre-approved message template from your SMS template library. If no templates are available, you’ll have the option to create one during this setup.

This is useful for confirming call details, sending feedback forms, or alerting customers of the next steps.

7. Save and Activate

Click Save to finalize your setup. Your Direct Routing to Single User IVR flow is now live!

Real-Time Example

When a customer calls, here’s what happens:

1. The welcome note plays immediately.
   
   
2. The system then forwards the call to the selected user.
   
   
3. If the user does not answer within the configured timeout, the system will follow the post-call action, like sending an SMS.
   
   

Benefits of Single-User Direct Routing

• 📞 Faster Resolutions: Calls go directly to the right person.
  
  
• 🔄 Custom Experience: Use tailored welcome notes and follow-up messages.
  
  
• 🕒 No Delays: Timeout settings ensure smooth transitions.
  
  
• 📲 Automation: Automated messages reduce manual work.
  
  

Final Thoughts

Setting up Direct Routing for a Single User in IVR Desk is a simple yet powerful feature that enhances your customer support experience. It minimizes confusion, avoids misrouted calls, and ensures that every customer connects with the right person—quickly and efficiently.

Need help creating SMS templates or setting up call groups? Stay tuned for our next guides!