Check Call Type
This node type is used to distinguish different types of call.
This node type is used to distinguish different types of call.
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 |
| Payphone Option | 0 or 1 | Boolean | Whether or not the call is from a payphone number. This parameter can be set to User-configurable. |
| Mobile Number List | 0 or 1 | Number List | The list of mobile number prefixes to check against. This parameter can be set to User-configurable. |
| Country Code | 0 or 1 | String | The country code prefix to match. This will distinguish between national and international numbers. This parameter can be set to User-configurable. |
The following branches can be taken:
| Branch | How many? | Description |
| Payphone | 1 | The branch to take if the call is from a payphone number. |
| Mobile | 1 | The branch to take if the calling number successfully matches a number on the mobile number list. |
| National | 1 | The branch to take if the calling number successfully matches the specified country code. |
| International | 1 | The branch to take if none of the branches above are taken. |
Inbound Call
This node type is usually the first node in a call flow. It is the starting point of the call flow and allows you to access call-leg information.
This node type is usually the first node in a call flow. It is the starting point of the call flow and allows you to access call-leg information.
The following parameters can be set:
| Parameter | How many? | Type | Description | |
| Options | Optional parameters for the inbound call. | |||
| Inbound Call | 0 or 1 | CallLeg | An optional variable in which to store the inbound call leg (the A leg) so that it can be accessed later on in the call flow. | |
| Call ID | 0 or 1 | String | An optional variable in which to store the call identifier so that it can be accessed later on in the call flow. | |
| Calling Number | 0 or 1 | String | An optional variable in which to store the calling number so that it can be accessed later on in the call flow. If the CLI is restricted, this is set to the value CLIR. | |
| CLI Restricted | 0 or 1 | Boolean | An optional variable that determines whether or not the CLI is restricted. | |
| Service Number | 0 or 1 | String | An optional variable in which to store the service number so that it can be accessed later on in the call flow. | |
| Service Number Name | 0 or 1 | String | An optional variable in which to store the service number name so that it can be accessed later on in the call flow. | |
| Overdial | 0 or 1 | String | An optional variable in which to store overdialled numbers (the additional digits dialled on top of a service number). | |
| Auto Answer | 0 or 1 | Boolean | By default, calls are automatically answered immediately (this parameter is set to True). If auto answering is disabled (set to False), calls can then be answered when one of the following applies: The Contact is specifically instructed to do so (with an Answer Call node in the call flow) The called party answers the call Prior to caller interaction (DTMF keypresses or speech-recognition). Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. | |
| Connect Media | 0 or 1 | Boolean | An optional setting that determines whether or not the Contact attempts to establish early media to the calling party.If this parameter is absent or is set to True (the default setting), the Contact immediately attempts to establish early media to the calling party. To prevent this, set the parameter to False. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. | |
| Schedule Callbacks | ||||
| Callback Queue | 0 or 1 | Outbound Queue | An optional setting that determines the outbound queue on which scheduled callbacks should be put.If callbacks are permitted and a caller hangs up before speaking to an agent (a “dropped” call), a callback is created automatically for the agent and is put in this outbound call queue. Callbacks are not created for dropped calls from withheld numbers. Callbacks are cancelled for dropped calls where a call from the same number has been connected since the dropped call or where there has been a successful call to the number since the dropped call. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. | |
| Minimum Queue Wait Time | 0 or 1 | Integer | An optional setting that specifies the minimum number of seconds that a caller must wait in a queue and then hang up, before a callback is created automatically for the agent. If the caller hangs up before this minimum time, a callback is not created. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is always taken. |
Percentage Routing
This node type distributes calls between a number of different routes based on a defined percentage.
This node type distributes calls between a number of different routes based on a defined percentage.
There are no parameters for this node type.
Each branch on this node type is assigned an integer value. The node type distributes calls in proportion to the values.
For example, if one in 10 calls should be directed to a supervisor, two branches would be created. The supervisor branch would have the value 1 and the normal flow would have the value 9.
To branch on a specific percentage, you need to add an optional branch by right-clicking on the node name and selecting Add “Route” branch.
To set the branch parameters (branch name and route percentage), select the new branch by left-clicking on the branch.
The following branch can be taken:
| Branch | How many? | Type | Description |
| Route Percentage | 2 to 30 | Integer | A value for the percentage. For example, a value of 1 denotes 10%. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |