Branch on Internal Call
This node type allows branching based on whether or not the call is to an internal number, such as an extension in the same company.
This node type allows branching based on whether or not the call is to an internal number, such as an extension in the same company.
There are no parameters for this node type.
The following branches can be taken:
| Branch | How many? | Description |
| Internal Call | 1 | The branch to take if an internal number is matched. |
| Other Calls | 1 | The branch to take if the number is not an internal number. |
Direct Call Dial Agent
This node type allows a connection to be made to a direct-call number.
This node type allows a connection to be made to a direct-call number.
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 |
| Options | Optional parameters for the direct-call number. | ||
| A-Party Announcement | 0 or 1 | AudioFile | The audio file announcement to play to the caller if the agent is not busy before the call to the agent is made. For example, this might be a warning about the call being recorded. If required, multiple audio files (an address book) can be played. If an audio file is not specified, no announcement is played. This parameter can be set to User-configurable, allowing this announcement to be customised. |
| B-Party Announcement | 0 or 1 | AudioFile | The announcement to play to the agent when they answer the call, so that they are prepared and know how to answer. If required, multiple audio files (an address book) can be played. If an audio file is not specified, no announcement is played. This parameter can be set to User-configurable, allowing this announcement to be customised, for example, to take account of the queue that the call was routed through, the caller’s waiting time, or their VIP status. |
The following branches can be taken:
| Branch | How many? | Description |
| Connected | 1 | The branch to take if the call is established. This branch should connect to a Connected To Agent node. |
| Busy | 0 or 1 | The branch to take if the agent is busy (and therefore has been taken out of the pool of available agents). This might result, for example, in the call going to voicemail. |
| Unavailable | 0 or 1 | The branch to take if the agent is unavailable (on a break, gone home, etc.) and therefore cannot take the call. This might result, for example, in the call going to voicemail. |
| Failed | 0 or 1 | The branch to take if the call to the agent failed for another reason, such as a network failure. |