Route IVR Calls to the Sparkforge Web or Mobile App

By Sparkforge Support Team ·Last reviewed May 3, 2026

Sparkforge IVR calls used to require a phone number. Now each staff member can pick a default channel — web app, mobile app, phone number, or desk phone — for incoming IVR routing.

Sparkforge IVR (interactive voice response) used to route incoming calls to phone numbers only. Each staff member can now pick the Sparkforge web app, the mobile app, a phone number, or a physical desk phone as their default IVR channel.

How to set the default IVR channel

Go to Settings > My Staff.
Click Edit on a staff member.
Open the Call & Voicemail Settings section.
Choose a value for Default channel for IVR.

Supported channels

Web app — incoming IVR calls ring inside the Sparkforge web app.
Mobile app — calls ring on the Sparkforge mobile app.
Phone number — calls forward to the staff member's mobile or office number.
Desk phone — calls ring a physical SIP desk phone.

Multiple channels at once

Each staff member picks one default channel. Selecting more than one channel for the same user is not supported today.

Frequently Asked Questions

Where do I configure IVR routing for a staff member?

Go to Settings > My Staff, click Edit on the user, and open Call & Voicemail Settings. The IVR channel dropdown lives there.

Can a staff member ring on both web and mobile?

Not today. Sparkforge supports a single default IVR channel per user. Pick the one they use most.

Does the desk phone option require special hardware?

It requires a SIP-compatible business phone configured against the Sparkforge phone system.

What happens if the staff member is offline?

The call follows your IVR's fallback logic — typically voicemail or another routing branch you configured.