XCALLY section | Voice → Contexts | ||||||||||||||
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📋 What’s about
The use of contexts is necessary when you want to create different and totally isolated routing scenarios for voice calls.
In order to To better understand how it works, just think about the sets concept, by imagining some isolated environments.
To 
Create a new context
You can create a new context go by going on Voice ➡️ Contexts and click clicking on + button:
choose a name (e.g. context-for-support-queue)
description (optional)
And click Click on Add context
In each of these isolated environments, you may involve one or more routes pointing to a destination, which can be for example a dial or a queue.
Consequently, a route inside the Context SUPPORT will be not able to be involved by the Context SALES etc.
🔧 Contexts Association
By default, the system creates 2 types of contexts automatically: from-sip, the context for the outbound route and from-voip-provider, for the inbound route.
All routes must have a context associated and also agents belong to a context (by default from-sip)
So you can have to associate an internal a route to a specific context. (In the example below this internal route with phone number 1001, related to context-support, it’s a specific internal route for support queue)
Then you may also add a queue in the actions of the internal route already related to the specific context:
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Then you may also add a queue in the actions of the route:
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For Inbound Routes, you have always to insert the same context (default or custom) in the route and in the trunk. |
Contexts also permit the coexistence of numbers: if one agent has like internal number 1001 and he belongs to context-for-support-queue, it’s possible to have another agent with internal number 1001 if he belongs to context-support.
⚙️ Contexts on New Client Experience
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If you enable New Client Experience, you can view this visualisation, with the list of created contexts:
you can:
search for a specific context
clear all filters
manage columns, by selecting or not them
activate the advanced search for each field
create a new context, by clicking on Add and indicate the relative name