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Direct Workflow Setup

The Direct workflow is the simplest voice setup - calls ring directly to available agents with no waiting or menu options.

Caller Experience​

  • Caller dials your number
  • If agents are available: call rings immediately
  • If no agents: caller gets busy signal or standard message
  • Clean, simple interaction

When to Use​

  • Small organizations with consistent staffing
  • Simple contact center needs
  • Quick setup for proof-of-concepts
  • Organizations that prefer straightforward call handling

Technical Implementation​

Studio Flow Configuration​

This workflow requires minimal Studio Flow setup:

  1. Incoming Call → Check Agent Availability → Ring Agent
  2. If no agents available → Play Busy Message → Hang Up

Required Components​

  • TaskRouter Queue configured for your agents
  • Basic Studio Flow (minimal widgets)
  • Agent profiles with appropriate skills

Setup Steps​

  1. Configure TaskRouter Queue

    {
      "queue_name": "Direct_Support",
      "target_workers": "routing.skills HAS 'support'",
      "max_reserved_workers": 1
    }

  2. Create Basic Studio Flow

    • Start: Trigger Widget
    • Queue: Send to TaskRouter Queue
    • End: Handle unavailable scenarios

  3. Test the Flow

    • Verify agent receives calls immediately
    • Test busy/unavailable scenarios

Advantages​

  • Simple: Minimal configuration required
  • Fast: No menu navigation or waiting
  • Reliable: Fewer components to break
  • Cost-effective: Uses minimal Twilio resources

Limitations​

  • No callback options for busy periods
  • No voicemail capabilities (unless added as add-on)
  • Limited call routing flexibility
  • No hold music or queue management

Adding Features​

This workflow can be enhanced with add-ons:

Migration Path​

To upgrade from Direct to more advanced workflows:

  • Direct + Options: Add callback and voicemail during wait times
  • Direct to Voicemail: Route all calls to message-taking system

Troubleshooting​

Common Issues​

  • Agents not receiving calls: Check TaskRouter queue configuration
  • All calls going to busy: Verify agent availability and status
  • No ring tone: Check Studio Flow routing logic

Quick Fixes​

  • Restart agent sessions in Flex
  • Verify phone number configuration
  • Check TaskRouter activity status