The use of contexts is necessary when you want to create different and totally isolated routing scenarios for voice calls.
In order to better understand how it works, just think about the sets concept, by imagining some isolated environments.
To create a new context go on Voice ➡️ Contexts and click on + button:
choose a name (e.g. context-for-support-queue)
description (optional)
And 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.
So you can associate an internal 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:
(permette la coesistenza di numeri)