Engage Voice | Using the Route node

The Route node routes calls from IVRs to other destinations. There are five different destinations that you can choose from for transfer: queue, cloud profiles, track, PSTN, and SIP.
 
Transferring to a queue means the IVR will transfer calls to an inbound queue you’ve already created within the platform. Similarly, transferring to a cloud profiles or a track means the IVR will transfer calls to a cloud profiles or a track number that you’ve created. 
 
A PSTN refers to any telephone number in the world's circuit-switched telephone networks. If you want to transfer calls to a PSTN, you’ll be required to enter the destination number when you configure the properties for the Route node. 
 
A SIP is a signaling protocol that allows you to transfer calls online. If you want to transfer calls using a SIP, you’ll be required to supply a URL.

Adding a Route node

When you’re ready to add a Route node, follow these steps:
1. Drag and drop a Route node from the palette onto the background
2. Hover over the Route node to reveal the popup menu and select Edit to open the Transfer Properties modal window
3. Enter a node Id in the Node Id field (optional)
4. Choose the type of transfer from the Type field
5. Configure additional properties that appear below as needed. These properties will be dependent upon the type of transfer you chose (we’ll review each property below)
6. Click OK to close the modal window

Transfer properties for queues, cloud profiles, and tracks

Depending on which type of transfer you choose via the Type field in the Transfer Properties modal window, the fields that appear in the modal window may change. 
 
Transfers to queues, cloud profiles, and tracks are simple to configure and share the same property settings. If you select any of these options, you’ll simply need to select a specific product item from the dropdown menu that appears below. 
 
Please note: If you want to transfer calls to a queue, cloud profiles, or track, you’ll need to create those product items within the platform before you can configure the Route node. 
 
In other words, if you want to route a call from an IVR to a queue, you must first create a queue via the Queues tray setting under Routing. Cloud profiles and Tracks are created via the Cloud Routing and Track tray settings under IVR.

Transfer properties for PSTN and SIP

PSTN and SIP transfers have more property settings than other types of transfers but are quite similar to each other. The only difference is that for a PSTN transfer, you’ll be required to enter a number in the Destination field. However if you use a SIP transfer, you’ll need to supply a URL in the URL field. 
 
Below the Node Id and Type fields, you’ll see the following fields:
  • Destination: This is the number that identifies the destination to which calls are transferred. Remember, this is specific to PSTN transfers (this is a required field)
  • Ex: Use this field if the destination number has an extension
  • URL: This is where you enter the URL to which calls are being transferred. Remember, this is specific to SIP transfers (this is a required field)
  • Caller ID: Use this field to designate what number identifies transferred calls  
    • ANI: Select this option if you want the Caller ID to show the original caller’s phone number
    • DNIS: Select this option if you want the Caller ID to show the number dialed by the caller 
    • Other: Select this option if you want the Caller ID to show another 10-digit number that is neither the ANI nor the DNIS. You can supply the alternative number in the field below this option
  • Ring Duration: This indicates how long you want calls to ring before timing out. The value you enter here is measured in seconds
  • Set Recording: Checking this box indicates that you want to start or stop recording upon transfer. If you check this box, another field will appear below. This additional field allows you to choose between Start Recording and Stop Recording
  • Music on Hold: Checking this box means you want music to play for callers while they wait on the transfer. When you check this box, the MOH Audio field will appear. Use the icons to the right of this field to choose a recording from the audio library
  • TT Accept: This refers to touch-tone accept. Checking this box means that the person answering the transfer will have to press a touch-tone key on their dialpad to confirm they are accepting each call. Keep in mind that if you check this box, the person answering the call must press a touch-tone key. If not, the call will be treated as unanswered
  • Whisper Files:  A whisper file is a recording that will play for an agent to signal an inbound call. Use the icons to the right of this field to choose a whisper file from the audio library
  • Post Dial Audio: This field allows you to choose a recording that will play for callers when calls are connecting to their destination. Use the icons to the right of the field to make a selection from the audio library
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