How to Use the IVR Connect Call Action in Sparkforge

By Sparkforge Support Team ·Last reviewed May 3, 2026

The IVR Connect Call action transfers an in-progress call to a user or external number. You can dial up to 10 users in parallel and toggle voicemail detection, call recording, timeout, and time limits.

What this action does

The Connect Call (IVR) action transfers an active call from your IVR to another phone number, user, or group of users. Use it to route callers to a department, an on-call agent, or an external number, with optional voicemail detection, recording, timeout, and time limits.

How to configure

Action Name — Label the step (for example, Transfer to Sales).
Connect Call To — Pick up to 10 users to ring in parallel, or enter custom numbers.
Detect Voicemail — Toggle on if you want the system to recognize voicemail pickups. Adds a small delay.
Record Call — Toggle on to record the connected leg for QA or compliance.
Timeout (seconds) — How long to ring before giving up (e.g., 30).
Time Limit (seconds) — Maximum call duration before auto-disconnect (e.g., 3600 for one hour, max 24 hours).

Field reference

Field	Description	Required
Action Name	Internal label for the step.	Yes
Connect Call To	Users or custom numbers to ring.	Yes
Select Users	Choose existing users or add custom numbers.	Yes
Detect Voicemail	Recognize voicemail pickups on the destination.	No
Record Call	Capture an audio recording of the transferred leg.	No
Timeout (seconds)	Seconds to wait for an answer.	Yes
Time Limit (seconds)	Max connected-call duration (up to 24 hours).	No

Example

A caller hits your IVR and chooses sales. The action transfers them to the sales line:

Action Name: Transfer to Sales Agent
Connect Call To: sales agent's number or a custom number
Record Call: on
Timeout: 30 seconds
Time Limit: 3600 seconds (1 hour)

Frequently Asked Questions

How many users can I ring in parallel?

Up to 10 users or custom numbers can be dialed simultaneously. The first to answer takes the call.

Does voicemail detection slow the transfer?

Yes, slightly. Voicemail detection adds a small delay while the system listens for greeting cues, so leave it off when you want the fastest connect.

What is the maximum connected call length?

You can set the time limit up to 24 hours (86400 seconds). After that, the call disconnects automatically.

Are recorded calls stored with the contact?

Yes. When Record Call is on, the recording attaches to the contact's conversation history alongside other call activity.