---
title: "How can I remove the IVR and route direct to a group"
slug: "how-can-i-remove-the-ivr-and-route-direct-to-a-group"
updated: 2025-11-18T16:41:12Z
published: 2025-11-18T16:41:12Z
canonical: "docs.natterbox.com/how-can-i-remove-the-ivr-and-route-direct-to-a-group"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How can I remove the IVR and route direct to a group

This guide describes how to remove an IVR/Switchboard, and route calls directly to a group.

**REQUIRED Editions, Packages & Licenses**

- Available in: Salesforce Lightning Experience
- Salesforce Permissions needed: NBVC Administrator Permission set
- Natterbox Call Centre 1.57 and Natterbox Admin (AVS) 1.49 or higher
- Difficulty: 2/5

1. Go to the **App Launcher** and search **Routing Policies**

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-can-i-remove-the-ivr-and-route-direct-to-a-group-image-rgkeqgw8.png)

1. Click on Routing Policies and then select the policy you would like to amend *TIP : Make sure to* [*export your policy*](/v1/docs/making-a-backup-of-a-policy) *before making major changes*

1. Click on the switchboard (not the individual switchboard Items)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-can-i-remove-the-ivr-and-route-direct-to-a-group-image-jruzzd49.png)

1. Click on the **trash can** in the top right of the switchboard settings to delete the switchboard. Your policy will then look something like this

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-can-i-remove-the-ivr-and-route-direct-to-a-group-image-zxdy21r1.png)

As you’ve deleted the switchboard, you may want to add a speech component so your customers know that they’ve called the correct number. To do this, click the red dot on your office hours component and choose **Link**, **Action,** and then click **Speak**

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-can-i-remove-the-ivr-and-route-direct-to-a-group-image-ng2mrivq.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-can-i-remove-the-ivr-and-route-direct-to-a-group-image-s4zi12lu.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-can-i-remove-the-ivr-and-route-direct-to-a-group-image-rf6t4o38.png)

1. Enter what you want the speech engine to say and choose the voice to say it. .

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-can-i-remove-the-ivr-and-route-direct-to-a-group-image-4on3cgx9.png)

1. Then you’ll need to decide where you want that call to go - You may want to remove a few components and send the call straight to the sales queue. To do so, click the trash can on any app you want to remove and then press **Confirm Delete**.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-can-i-remove-the-ivr-and-route-direct-to-a-group-image-gc03e41d.png)

The policy will look something like this.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-can-i-remove-the-ivr-and-route-direct-to-a-group-image-rmvkka9y.png)

1. Ensure your apps are linked with the call strings by clicking on the red dot and drawing the call string to the green dot at the front of the app that it should connect to.
2. Make sure to press **Save.**

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-can-i-remove-the-ivr-and-route-direct-to-a-group-image-jxwvx6jk.png)

*TIP : If you’ve made a mistake after saving, you can always import the original policy that you exported*