--- title: "Skipping the IVR" slug: "skipping-the-ivr" description: "How to automatically route certain contacts directly to a target such as a queue or specific agent, by-passing the IVR." tags: ["calling number", "VIP", "IVR", "Flow Builder", "call routing", "Call Flow", "configure IVR", "Flow", "premium", "route by ani", "create IVR", "route by dnis", "skip IVR", "dialed number"] updated: 2025-09-22T14:02:19Z published: 2025-09-22T14:02:19Z canonical: "docs.voiso.com/skipping-the-ivr" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Priority routing **Who should read this article**: Administrators How to automatically route certain contacts directly to a target such as a queue or specific agent, by-passing the IVR. ## User story As an administrator, I want to provide priority customers with the ability to skip the IVR and go directly to their personal manager to improve their customer experience, service satisfaction, and retention rate. I store contact information in my CRM or other data source accessible by a web service, including the phone number (ANI) for my priority clients. I want to immediately direct calls from the priority customer's phone number directly to my most experienced agents. ## Use Case: Using call data to enable priority contacts to skip the IVR The Voiso **[Flow Builder](/v1/docs/inbound-flow-builder-overview)** enables you to build a single flow that handles multiple use cases using the powerful **[HTTP Request](/v1/docs/http-request)** and **[Conditions](/v1/docs/conditions)** nodes. This use case demonstrates building a flow that routes calls in three different ways: - Skip the IVR if their caller data matches information stored in a CRM or other data source accessible through a web service - Skip the IVR if they called a specific number - Directs all other callers to the IVR The following screenshot shows the sample flow described in this article. ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20New](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20New.png) This *simplified* flow uses the **HTTP Request** and **Conditions** nodes to determine the identity of the caller before the call reaches the **DTMF** node (the IVR). The nodes are referenced in the sections below by number and color. Those numbered in blue are for skipping the IVR. Those numbered in red are part of the regular IVR call flow. The call flow always starts at the **Start** node (1 blue). The **Conditions** node is used to decide how to route the call, either skipping the IVR or not. The **Conditions** node evaluates call data ([system data and custom data](/v1/docs/conditions#introduction)) against a set of specified rules (a condition). It routes the call based on whether or not any of the conditions match the call data. The following five system (global) variables are available for voice interactions: | Variable | Description | Example | | --- | --- | --- | | `{{start_time}}` | The time the interaction started. | `2023-08-21T04:02:18Z` | | `{{ani}}` | The calling number (ANI). | `443336006114` | | `{{dnis}}` | The number dialed (DNIS). | `380631234567` | | `{{phone_type}}` | The type of phone for the ANI. | `fixed_line` | | `uuid` | a string containing the UUID of the interaction | 07771c38-c159-4965-a878-be0162118b2b | ### Rename the node Beginning with the [September 15 - 19, 2025 release](/v1/docs/september-15-19-2025), you may name nodes in **Flow Builder**. Click a node in the node palette to add it to the flow. The node is added to the flow and is named **Node N**, where **N** represents the number of the node; for example, **Node 6**. Below the node name is the node type, such as **Play Audio**. Click the node to open the node configuration panel, then click the name of the node to edit it. Enter a new name, then the check mark to save your change. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Renaming%20Nodes.mp4) ### Skip the IVR if caller data matches web service data In this example, the contact center maintains a list of contacts in an on-line database or CRM. In **Flow Builder**, the contact center admin adds the **[HTTP Request](/v1/docs/http-request)** node (2 blue) immediately after the **[Start](/v1/docs/flow-builder-start)** node (1 blue). ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Get%20Contact%20Type](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Get%20Contact%20Type.png) The admin clicks the **HTTP Request** node to configure it. The **GET** method is selected to retrieve information about the contact from the web service. The `{{ani}}` system variable is used in the request to identify the contact. The corresponding value of the `CustomerType` parameter is stored in the `{{http_req1}}` custom variable. Whether data is successfully retrieved or not, both the **Success** and **Error** connections route to the next node in the flow. In your flow, you might choose to perform additional **GET** operations if the data is not successfully retrieved, or you could route directly to the IVR (1 red). #### Variable value analysis The admin next adds the **Conditions** node (3 blue) to the flow to determine whether the contact is a priority client or not. ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Test%20Contact%20Type](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Test%20Contact%20Type.png) The admin clicks the **Conditions** node to configure it. Two conditions are added. **Condition 1** tests the value of the `{{http_req_1}}` custom variable to see if it equals `VIP`. **Condition 2** is needed for the next use case, [Skip the IVR if a specific number is called](/v1/docs/skipping-the-ivr#skip-the-ivr-if-a-specific-number-is-called). If **Condition 1** is true, the call is routed directly to a **Route** node (4 blue), by-passing the IVR (1 red). #### Routing the call to an agent ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Route%20VIP%20Call](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Route%20VIP%20Call.png) The admin clicks the **Route** node (4 blue) to configure it. Agent *June Juliette* is a specialist who handles all priority contacts. The admin selects **Agent** from the **Route to** menu and June's name from the **Agent name** menu. The admin could also choose to route to a queue or a PTSN (phone number). Now all callers who are identified as priority do not have to go through the IVR to reach the specialist agent. ### Skip the IVR if a specific number is called In this example, the contact center has two [phone numbers](/v1/docs/inbound-inbound-numbers) associated with their inbound call flow. Tip There is no limit to the number of inbound phone numbers you can associate with a flow. ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Multiple%20Phone%20Numbers](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Multiple%20Phone%20Numbers.png) The organization provides specific numbers to their clients, dependent on their business process. The organization wants to route calls to their UK number to a specialist, while calls to their Canada number may go through the IVR. The flow also tests for VIP clients (2 blue), but this step is not necessary if you only want to direct calls based on the number the caller dials (DNIS). #### Variable value analysis The admin next adds the **Conditions** node (3 blue) to the flow to determine which phone number the caller dialed. ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Test%20Contact%20Type](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Test%20Contact%20Type.png) The admin clicks the **Conditions** node to configure it. Two conditions are added. **Condition 2** tests the value of the `{{dnis}}` custom variable to see if it equals the UK phone number. If **Condition 2** is true, the call is routed directly to a **Route** node (5 blue), by-passing the IVR (1 red). #### Routing the call to an agent ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Route%20UK%20Call](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Route%20UK%20Call.png) The admin clicks the **Route** node (5 blue) to configure it. Agent *Matthew Wasson* is a specialist who handles all UK contacts. The admin selects **Agent** from the **Route to** menu and Matthew's name from the **Agent name** menu. The admin could also choose to route to a queue or a PTSN (phone number). Now all clients who call in on the UK number do not have to go through the IVR to reach the UK specialist. ### Prep your contact center resources First, create an [inbound queue](/v1/docs/inbound-queues) and assign agents to the queue. Next, obtain an [inbound phone number](/v1/docs/inbound-inbound-numbers) for your contact center. Tip For more details, refer to the [How to start receiving calls with Voiso](/v1/docs/how-to-start-receiving-calls) article. IVRs rely on recorded messages (media files) to explain the keypress selections available to callers. Create a recorded message as a media file (for example, an MP3). The message can be quite simple. For example, the message could be: ``` Welcome to Our Organization. Press 1 to be connected to an agent, press 2 to leave a voicemail, or press any other number to hear this message again. ``` Upload your audio message to your contact center [media](/v1/docs/administration-media) collection (navigate to **Administration > Media** in the main navigation bar). ### Adding media To upload a new audio file to your media library, follow these steps: 1. Click **Add media**. 2. In the **Add media** panel, enter a name for the file. This name appears in the **Media** table and in selection menus throughout the application. 3. From the **Type** dropdown, select the [media type](/v1/docs/administration-media#introduction) that matches how the audio will be used (e.g., MOH, Voice Message, or Ringtone). 4. In the **Media** section, either drag and drop an audio file from your computer or click **browse** to select a file. 5. Click **Save** to upload the file. ![Media Add Media](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Media%20Add%20Media.png) Tip For supported audio formats and file size limits, refer to [Supported file formats](/v1/docs/supported-file-formats#media-files). ### Direct other calls to the IVR In this example, the contact center wants to direct all their non-VIP and UK call traffic to their IVR. The admin now sets up a simple IVR that presents callers with three choices: route to queue, get a balance, and talk to an operator. Non-VIP and non-UK call traffic do not match either condition specified in the **Conditions** node (3 blue), so these calls are routed through the **No match** connection to the IVR, represented by the **DTMF** node (1 red). ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20DTMF%20Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20DTMF%20Node.png) #### Setting up the IVR The admin clicks the **DTMF** node to configure it. First, a [media file](/v1/docs/administration-media) is specified from the **Audio file** menu. The **Response timeout** is set to 5 seconds. If the caller does not make a selection within 5 seconds, the audio file is played again. The admin sets the **Prompt repeat count** to **1**, meaning that the audio file will be replayed only once before the system automatically terminates the call. Three select key options are added, **1**, **2**, and **0**: - **1** routes directly to a queue (2 red) for specific inquiries - **2** routes to a balance request that uses the **HTTP Request** node (3 red) - **0** routes to the operator queue (4 red) for general inquiries - Invalid input routes back to the **DTMF** node where the specified audio file describing the select key options is played again. #### Routing to a queue ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Route%20To%20Queue%20Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Route%20To%20Queue%20Node.png) The admin clicks the **Route** node (2 red) to configure it. The *212* queue is where general inquiries are routed. The admin selects **Queue** from the **Route to** menu and 212 from the **Queue name** menu. The admin could also choose to route to an agent or a PTSN (phone number). #### Getting data for a contact ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Get%20Contact%20Balance](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Get%20Contact%20Balance.png) The admin clicks the **HTTP Request** node to configure it. The **GET** method is selected to retrieve the contact's account balance from the web service. The `{{ani}}` system variable is used in the request to identify the contact. The corresponding value of the `Balance` parameter is stored in the `{{http_req_2}}` custom variable. #### Sending the data to the contact by SMS The **[Send Message](/v1/docs/flow-builder-send-message)** node can be used for many different purposes, including sending data to contacts by SMS or WhatsApp. In this example, if the **HTTP Request** node successfully retrieves the account balance for the caller, the **Send Message** node is used to provide the information to the contact. ![Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Send%20Contact%20Balance](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Use%20Case%20VIP%20Skipping%20The%20IVR%20Send%20Contact%20Balance.png) The admin clicks the **Send Message** node to configure it. The **SMS** channel is selected to send the contact their information. The message is sent automatically to the `ani` of the caller. The contact's account balance retrieved from the web service is stored in the `{{http_req_2}}` variable. The admin automatically inserts the balance into the message by specifying this variable name. After the SMS is sent, the call ends. The contact center now has a call flow that allows VIP callers and callers to a specific number to avoid the organization's IVR, while all other callers are automatically directed to the IVR. Customer Relationship Management. A service for managing all your organization's relationships and interactions with customers (contacts) and potential customers. It that provides real-time agent access to customer data and previous interaction information to further personalize the customer experience. CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue. Automatic Number Identification. A service that transmits the phone number of the caller for rapid contact identification. Also referred to as Calling Line Identification (CLID) or Caller ID (CID). Dialed Number Interaction Services. The dialed number associated with a call (the called number). ## Related - [Send Message](/flow-builder-send-message.md) - [DTMF](/flow-builder-dtmf.md) - [HTTP Request](/http-request.md) - [Conditions](/conditions.md) - [Route](/flow-builder-route.md) - [Numbers](/inbound-inbound-numbers.md) - [Flow Builder Overview](/inbound-flow-builder-overview.md) - [Creating a simple IVR with Flow Builder](/creating-a-simple-ivr.md)