Direct Connect skips all caller qualification and routes inbound calls immediately to an available agent. There is no menu, no AI conversation, and no delay — the caller hears ringing as soon as SureConnect finds an available agent.
When to use Direct Connect
- High-intent traffic sources where every caller should reach an agent (e.g., branded search campaigns).
- Simple campaigns where qualification is not needed.
- Campaigns where speed-to-agent is the top priority.
Steps
- 1
Open your campaign
Go to Campaigns and click the campaign you want to configure.
- 2
Set Call Flow Type to Direct Connect
In the Call Flow Type section, select Direct Connect.
- 3
Save
Click Save. No additional configuration is required.
Even with Direct Connect, SureConnect still performs DNC checking, business hours verification, and concurrency cap enforcement before routing the call. Only the caller qualification step is skipped.
What happens next
When a call comes in, SureConnect checks for DNC and business hours, then immediately looks up routing rules to find the best available agent. The caller hears ringing while the agent's softphone rings.