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External Destination page

This page allows company administrators to configure external destinations for call routing.

Name
The name of the external destination.

Description
A brief description of the external destination.

Enabled
Whether or not the external destination is used for call routing.

Provide full number
The full PSTN service number must be entered.

  • PSTN Number – The full PSTN number of the external destination. International numbers are prefixed with a + symbol and a country code.

Prefix followed by last N digits of service number
The prefix plus at least a specified number of digits from the end of the service number must be entered.

  • Prefix – The prefix number of the external destination. International numbers are prefixed with a + symbol and a country code.
  • Number of digits from service number – The minimum number of digits from the end of the service number that must be entered.

Prefix followed by unmatched part of service number
If the service number prefix that is entered is matched, it is replaced with the specified Prefix value, with the rest of the digits staying the same.

  • Prefix – The replacement prefix. International numbers are prefixed with a + symbol and a country code.
  • Service number prefix to match – The service number prefix to match. International numbers are prefixed with a + symbol and a country code.

Limit Simultaneous Calls
Whether or not simultaneous calls to the external destination are limited.

Maximum Simultaneous Calls
The maximum number of simultaneous calls permitted in total to the external destination (calls answered + calls in process of being connected to agent). If the total maximum exceeds this number, overflow calls may be routed immediately to an additional group of agents (the next-highest priority group), if specified.

Outdial Timeout
The maximum number of seconds that the external destination’s phone will ring for. If the external destination does not pick up the call within this time period, the No Pickup Backoff Time begins. The call to the external destination will be cancelled and the caller will be put back on the head of the queue.

Busy Backoff Time
The number of seconds for which the external destination will not receive any calls, because the number is busy. During this time period, the selected external destination is taken out of the pool of available external destinations. When it elapses, the external destination receives calls again.

Call Failed Backoff Time
The number of seconds for which the selected external destination will not receive any calls, because the call to the external destination failed for another reason, such as a network failure. During this time period, the selected external destination is taken out of the pool of available external destinations. When it elapses, the external destination receives calls again.

No Pickup Backoff Time
The number of seconds for which the selected external destination will not receive any calls, because a queued call was not picked up within the Outdial Timeout.

Note: This setting only applies when presenting calls to an external destination from a queue and not when using the Route To External Destination node.

Related tasks
Managing external destinations