Route To External Destination
This node type routes calls to a virtual agent (external Contact), for example, if queues overflow or if out-of-hours routing is required to provide 24/7 customer service.
This node type routes calls to a virtual agent (external Contact), for example, if queues overflow or if out-of-hours routing is required to provide 24/7 customer service.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| External Destination | 1 | ExternalDestination | The name of the external destination. This parameter can be set to User-configurable. |
| Ringing Audio | 1 | AudioFile | The audio file to play when a call is made to an external destination. If this is not specified, a default ringtone is played. This parameter can be set to User-configurable. |
| Ring on Outdial Started | 0 or 1 | Boolean | Whether or not the default ringtone or audio (if provided) is played as soon as the outdial starts rather than when the call alert event occurs. This parameter can be set to User-configurable. |
The following branches can be taken:
| Branch | How many? | Description |
| Limit Reached | 1 | The branch to take if the maximum number of simultaneous calls permitted in total to the external destination (calls answered + calls in process of being connected to agent) is reached. |
| Busy | 0 or 1 | The branch to take if the external destination is busy (and therefore has been taken out of the pool of available external destinations). |
| Timeout | 0 or 1 | The branch to take if the maximum waiting time to answer (the maximum number of seconds that the external destination’s phone will ring for) is reached. |
| Failure | 0 or 1 | The branch to take if the call to the external destination failed for another reason, such as a network failure. |
Route To External Number
This node type routes calls to an external number, such as an external voicemail platform, an IVR, a network announcement or a customer satisfaction survey, outside of the queueing behaviour. This might be used, for example, to route a call to an external platform for a satisfaction survey after the call with the agent has completed.
This node type routes calls to an external number, such as an external voicemail platform, an IVR, a network announcement or a customer satisfaction survey, outside of the queueing behaviour. This might be used, for example, to route a call to an external platform for a satisfaction survey after the call with the agent has completed.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Number | 1 | String | The number of the external destination. This parameter can be set to User-configurable. |
| Options | Optional parameters for the external number. | ||
| Timeout | 0 or 1 | Integer | The maximum number of seconds that the external number’s phone will ring for (the maximum waiting time to answer). This parameter can be set to User-configurable. |
| Ringing Audio | 0 or 1 | AudioFile | The audio file to play when a call is made to an external number. If this is not specified, a default ringtone is played. This parameter can be set to User-configurable. |
| Ring on Outdial Started | 0 or 1 | Boolean | Whether or not the default ringtone or audio (if provided) is played as soon as the outdial starts rather than when the call alert event occurs. This parameter can be set to User-configurable. |
The following branches can be taken:
| Branch | How many? | Description |
| Busy | 0 or 1 | The branch to take if the external number is busy (and therefore has been taken out of the pool of available external numbers). |
| Timeout | 0 or 1 | The branch to take if the maximum waiting time to answer (the maximum number of seconds that the external number’s phone will ring for) is reached. |
| Failure | 0 or 1 | The branch to take if the call to the external number failed for another reason, such as a network failure. |